Mr Bet Casino - Обліковий запис гравця заблоковано, а виграш утримано.

My account was blocked because I had an old account I didn't know I had it for a week now they don't want to pay out my 577 euros.

Mein Konto wurde gesperrt da ich ein altes Konto hatte Woche ich nicht wusste dass ich es habe nun wollen sie meine 577 Euro nicht ausbezahlen.

Dear mwirth3108,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Mr Bet Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

When was your original account created? What games did you play to accumulate your current balance in the casino? (slots, live games, multiplayer) Did you achieve your current balance with an active bonus? 

Was your previous or your current accounts verified?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello, the problem was I didn't know that I had an old existing account and I registered again and that went too, unfortunately I don't understand it anyway, in any case I paid out 577 euros and they simply blocked the account and said they Payout has expired. Since you are not allowed to have a second account, I unfortunately didn't know. I wrote them back and said that money was a wake-up call for me and was a rip-off or cheek

Hallo dass Problem war ich wusste nicht dass ich ein altes bestehendes Konto hatte und hab mich neu angemeldet und dass ist auch gegangen, versteh ich sowieso nicht leider,auf alle Fälle hab ich 577 Euro ausbezahlt und die haben mir dass Konto einfach gesperrt und gesagt die Auszahlung ist verfallen. Da man kein zweites Konto besitzen darf wusste ich ja leider nicht .Habe geschrieben sie Antworten zurück meinen dass Geld sei Weck ist für mich eine Abzocke bzw Frechheit

Thanks for your reply.

Regarding your accounts, were any of them verified by the casino?

Did you claim bonuses, such as 'welcome bonuses' on either of your account? How long ago did you create your first account in the casino and when was the last time you accessed your first account?

That old account was a long time ago that I played there, or that the new account was all cash, no bonus or anything else

Dass alte Konto ist schon lange her dass ich da gespielt habe ,bzw war dass neue Konto alles Bargeld keine Bonus oder sonstiges LG

Thank you very much, mwirth3108, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, mwirth3108,

I am sorry to hear about your unpleasant experience, and sorry for the delay. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Mr Bet Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Mr Bet Casino team,

Could you please provide us with an explanation of the player's situation in more detail? What steps should the player take to unblock the account and withdraw his winnings? When was the last activity made on the complainant's first account and when was the second one created? Were any bonuses used in these accounts?

What does "a long time" above mean? Is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Dear Branislav,

The Player's account has been suspended due to breaching our terms and conditions, specifically 9.1.2 and 7.1:

9.1.2. Only one account is allowed per person. No winnings may be collected on accounts opened in false names or on multiple accounts opened by the same person;

7.1. Please, be noted that all offers are limited to one per user, IP address, computer device, family, residential address, telephone number, credit or debit card and/or e-payment account, e-mail address, and environments where computers are shared (university, school, public library, workplace, etc.).

The initial account remains active, allowing the player to continue gaming. However, any winnings acquired while violating the casino's rules will be nullified.

Please bear with us as we gather evidence regarding the account cross-intersection. We appreciate your patience in this matter. Thank you.

Dear Mr Bet Casino team,

Feel free to send the data to my email address stated above. It would be great to see all the necessary details requested in my previous post from both linked accounts, especially about activities and bonuses used, including dates and times the events occurred.

Looking forward to hearing from you.

Dear Branislav,

We have sent additional supportive evidence for your review. Kindly consider it when evaluating the matter.

Thank you.

Best regards,

Mr.Bet Casino Team

Greetings all,

I am sorry for the delay.

Thank you, Mr.Bet Casino team, for your email and the details provided.

Dear mwirth3108,

When did the casino inform you about the account closure and the reason? Do you please remember whether you tried to log into your old account after receiving this information, and when did you log into it before?

However, if I understood the casino's last email correctly, after an in-depth investigation, your disputed account should have been restored, and you can continue playing - without breaching the casino's rules anymore.

Can you please check it and let us know about an update?

Dear mwirth3108,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or do not require any further assistance, we will reject the complaint.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or help.

The player can reopen this complaint anytime.

Thank you very much, Mr. Bet Casino team, for providing information and cooperation.

Best regards,

Branislav, Casino.Guru