Mr Bet Casino - Hráčský účet obviněn z porušení pravidel a následně zablokován.

I had been happily playing and depositing for over a week, when I finally got lucky and won a few hundred bucks. I attempted cash out for $175 and had a total of around 200 in the account (25 left to play with) when the next morning they blocked my account due to "9.1.2 one account per person" this is my only account and they have refused to get back to me or even attempt to tell me "my other account" they are scam artists and they know it.

Hello Jonocossey,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Mr Bet Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Does anybody else from your household owns an account in this casino? When was the last time you spoke to the casino and what was it about? Could you get any proof from the casino regarding the multiple accounts?

Looking forward to your answer.

Regards,

Nick

The account was set up officially on the 11th of February, I believe they verified it the same day with a picture of my ID I had sent them. No one in my household has an account with them, and the last time I actively talked to them was last Friday the 16th. No they have offered zero proof that I actually have 2 accounts. One of the reps online made me fill out a form to "get access to my other account" but I know they'll never get back to me because that's impossible, I have just one account.

Thank you Jonocossey for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Jonocossey,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite Mr Bet Casino to join the conversation.

Dear Mr Bet Casino,

Can you please provide more information on the alleged multiple accounts? Please forward any supporting evidence of the alleged multiple accounts to me at michal.k@casino.guru

Dear Michal,

We are currently in the process of gathering supportive evidence regarding the user's alleged violation of our rules and conditions. We assure you that we will provide the necessary documentation by the end of this week.

We apologize for any inconvenience this delay may cause and appreciate your patience and understanding as we work to resolve this issue.

Thank you for your response, Mr. Bet Casino. I understand that collecting the relevant evidence can take a bit of time.

Dear Jonocossey,

Can you please confirm if you have claimed any bonuses? If so, which bonuses you have claimed? What games have you played?

I know for a fact that I used one bonus on my first deposit, I can't remember the exact percentage, if it was 150% or 200%. I may have used more but i cant remember. And I was enjoying their slots section specifically games like 'sticky bandits unleashed' and 'timber stacks' were probably my two most played games

Dear Jonocossey,

I appreciate your clarification. I kindly request your patience as I await additional information and evidence from the Mr Bet team.

Thank you Michal,

Just to keep you in the loop, they sent me an email today claiming I still have an active account with them and they sent an email to my "active account" email address.

I have not received any emails and they refuse to tell me what email they sent the correspondence to.

Dear Michal,

We've sent the email with evidence of the violation and appreciate your consideration.

Dear Mr Bet Casino Team,

Thank you for the provided information and evidence.

Dear Jonocossey,

I was provided with evidence supporting the casino's decision. Unfortunately, after gathering all the necessary information, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions and bonus terms and conditions - multiple accounts linked with IPs, device IDs, and the same payment method as yours. All of the accounts took advantage of the bonuses, and similar games were played, which can’t be considered as just a coincidence. Casinos have a very strict policy regarding multiple account cases that have been used in this way, and the casino has acted according to its terms and conditions as mentioned in clause 9.1.2.:

Only one account is allowed per person. Winnings may not be collected on accounts opened under false names or on multiple accounts opened by the same person. 

I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Michal

Casino Guru