Mr Bet Casino - Cuenta del jugador bloqueada y solicitud de retiro bajo revisión extendida.

Hello CasinoGuru Team,

I hope you can help me. I've been betting at MrBet again for some months now. Won some, cashed out. Lost some, deposited again... My account was checked twice over a span of weeks and both times fully verified.

From March 14th to March 26th, I placed bets every day and only won a single bet nicely. I then had a balance of €10'540 (current) and wanted to withdraw €4'400 from it. This request was followed by the next "review", which again took about 2 weeks. From then on, I couldn't place a bet anymore, and the withdrawal status stated "Review is still pending"... Despite making multiple inquiries through LiveChat, I was only given the run-around that my account was being checked for "security reasons" and that it could take some time, but "they are doing their best...". Also, yesterday (April 22nd) I got the same answer from the support. Now when I wanted to check the status to see if anything has changed, I can't log in anymore. I got the message "Your account has been locked for the following reason "9.1.2. Only one account per person is allowed. Accounts opened under a false name or by the same person cannot collect winnings."

Of course, I don't have multiple accounts there, it's not even possible. Can you please help me clarify the situation? Best regards, Jeannot

Hallo Team von CasinoGuru,

ich hoffe ihr könnt mir helfen. Habe seit einigen MOnaten wieder bei MrBet gewettet, mal gewonnen, und ausgezahlt. Mal verloren, wieder eingezahlt...Mein Account wurde 2x über Wochen hinweg geprüft und beide male vollständig verifiziert.

Vom 14.03. bis 26.03. habe ich jeden Tag gewettet, und davon nur eine einzige Wette mal gut gewonnen. Hatte dann einen Kontostand von 10`540€ (aktuell) und Wollte dann davon 4´400€ auszahlen. Diesem Antrag folgte die nächste "Überprüfung", die sich wieder ca. 2 Wochen hinzog. Von da an konnte ich keine Wette mehr abgeben, und im Auszahlungsstatus stand "Überprüfung steht noch aus".... Auf mehrere Anfragen über den LiveChat wurde ich immer nur hingehalten, dass aus "Sicherheitsgründen" mein Konto geprüft wird und es einige Zeit in Anspruch nehmen kann, "sie aber ihr bestes tun...". Auch gestern (22.04.) wieder die gleiche Antwort vom support. Jetzt wollte ich nach dem Stand schauen, ob sich etwas getan hat, und nun kann ich mich nicht mehr einloggen. Es erscheint der HInweis "Ihr Konto wurde gesperrt aus folgendem Grund "9.1.2. Es ist nur ein Konto pro Person erlaubt. Auf Konten, die unter falschem Namen eröffnet wurden, oder auf Konten, die von ein und derselben Person eröffnet wurden, können keine Gewinne eingezogen werden."

Natürlich habe ich nicht mehrere Konten dort, ist ja gar nicht möglich. Könnt ihr mir bitte helfen, den Sachverhalt zu klären? Freundliche Grüße, Jeannot

Dear Shawnoo88,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address?

• Were your winnings accumulated with or without an active bonus?

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

Best regards,

Petronela

Hello Petronella,

thanks for the quick reply.

No, 100% no one in my family has created their own account with MrBet.

The winnings were achieved with a cashback bonus. The bonus means that if you win your bet, you get your winnings paid out as normal...and if you lose your bet, you get 50% of your stake back (see attached image). My winnings were therefore achieved WITHOUT a bonus.

I am available for further questions.

Hallo Petronela,

danke für die schnelle Antwort.

Nein, aus meiner Familie hat zu 100% keiner ein eigenes Konto bei MrBet erstellt.

Die Gewinne wurden mit einem Cashback Bonus erzielt. Der Bonus hat den Inhalt, dass wenn man seine Wette gewinnt, ganz normal seinen Gewinn ausgezahlt bekommt...und wenn man seine Wette verliert, seinen Einsatz zu 50% erstattet bekommt (s. angehangenes Bild). Meine Gewinne wurden also ausschließlich OHNE Bonus erzielt.

Für weitere Fragen stehe ich gern zur Verfügung.

Hello,

Have you already contacted MrBet? Do you need more information from me?

Best regards, Shawnoo

Hallo,

Sie haben mit MrBet schon KOntakt aufgenommen? Benötigen Sie noch weitere Infos von mir?

Beste Grüße, Shawnoo

Thank you very much, Shawnoo88, for providing all the necessary information. I will now transfer your complaint to my colleague Jakub (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi Petronela, thank you very much. I hope so too.

Hallo Petronela, vielen Dank. Das hoffe ich auch.

Hello Shawnoo88,

My name is Jakub and from now on, I will be taking care of your complaint. Meanwhile, if there are any updates regarding your complaint, please let me know.

I would like to invite Mr Bet Casino’s representatives to join this discussion in order to resolve this issue.

Dear Mr Bet Casino,

Could you please provide an update on the status of the player’s withdrawal request? Could you please clarify the reason for the account being locked?

Best Regards,

Jakub

Hello Jakub, thank you very much.

Hallo Jakub, vielen Dank.

Dear Jakub,

We're currently checking the status of the user's request with the appropriate department. As the user's account is undergoing additional security checks, it is currently suspended. We are awaiting an update and will keep you informed of any developments.

Dear Mr Bet Casino,

Could you kindly provide an estimated timeframe for the aforementioned security checks?

Dear Jakub,

We want to inform you that the user's account was blocked according to our terms and conditions:

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;

7.1. Please note 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, email address, and environments where computers are shared (e.g., universities, schools, libraries, workplaces, etc.).

We will provide the supportive evidence as soon as possible.

Dear Mr.Bet and CasinoGuru team, I have to comment on your last answer. In your statement you claim that I have a second account with you in some form. This is either a major misunderstanding or someone has gained access to my data - both options would be cleared up very quickly and my "innocence" would be proven... A third option would be that you are just holding back my winnings (not an insinuation!). And if you had such "proof" of a second account with MY identity, the verification would not have dragged on for TWO MONTHS (!!!). No one has access to my ID documents, at least I don't know about it. And I have already successfully passed the verification process twice (if not 3 times). So there is absolutely no reason to accuse me of fraud or anything like that. I ask you to take another close look at the matter and clear up this misunderstanding. We can also carry out a LIVE VideoIdent process with ID and photos and everything else that is necessary. You will not be able to find any errors. Thank you in advance, Shawnoo88

Sehr geehrtes Team von Mr.Bet und CasinoGuru, zu Ihrer letzten Antwort muss ich mich kurz einschalten. In Ihrem Statement behaupten Sie, dass ich in irgendeiner Form einen zweiten Account bei Ihnen hätte. Hierbei liegt entweder ein großes Missverständnis vor, oder es hat sich jemand Zugang zu meinen Daten verschafft - beide Optionen würden sich sehr schnell aufklären und meine "Unschuld" beweisen lassen...Eine dritte Option wäre etwa, dass Sie meine Gewinne nur zurückhalten (keine Unterstellung!). Und wenn Ihnen ein solcher "Beweis" eines zweiten Accounts mit MEINER Identität vorliegen würde, würde sich die Überprüfung nicht schon mittlerweile nunmehr ZWEI MONATE (!!!) hinziehen. Es hat niemand Zugang zu meinen Ausweisdokumenten, zumindest weiß ich davon nichts. Und ich habe den Verizizierungsprozess schon 2x erfolgreich bestanden (wenn nicht sogar 3x). Es liegt also absolut kein Grund vor, mir einen Betrug o.ä. zu unterstellen. Ich bitte Sie, sich den Sachverhalt nochmal genau anzuschauen und dieses Missverständnis aus dem Weg zu räumen. Gern können wir auch LIVE ein VideoIdent-Verfahren mit Ausweis und Foto's und allem, was notwendig ist, durchführen. Sie werden dabei keinen Fehler feststellen (können). Danke vorab, Shawnoo88

Dear Mr Bet Casino,

Thank you for your response. Could you please substantiate your claims and send all available evidence to my email address at jakub.m@casino.guru?

Hello again. I received an email from MrBet about my account closure. Should / can

Should I put them here, or is that not advisable?

Hallo nochmal. Ich habe von MrBet eine Email über meine Kontoschließung bekommen. Soll / kann

ich diese mal hier reinstellen, oder ist das nicht ratsam?

Hello Shawnoo88,

Please forward the message to my email address at jakub.m@casino.guru.

Thank you!

Hello Jakub, I have forwarded it to you. But it is only the last email. Do you need the entire email history?

Hallo Jakub, ich habe es an Sie weitergeleitet. Ist aber nur die letzte Email. Benötigen Sie den gesamten Emailverlauf?

Hi Shawnoo88,

It's adequate for the time being. I'm waiting for casino's response.

Thank you for sharing the message and for your patience.

Dear Jakub,

We have sent you the supportive evidence regarding this case. We would be thankful for your consideration.

Hello everyone!

Thank you, Mr Bet Casino, for providing the evidence.

Dear Shawnoo88,

I was provided with evidence supporting the casino's decision. I regret to inform you that after thoroughly reviewing the evidence provided by the casino, your complaint has been deemed unjustified. Our investigation has revealed multiple violations of the casino’s terms and conditions, specifically Clause 7.13. These violations include:

• Collaborating with other players in a syndicate to abuse promotions, engage in deliberate cheating, or exhibit other forms of unfair behavior;
• Attempting to fulfill Casino bonus turnover requirements or utilizing bonus spins while Real Money is locked in pending Sportsbook bets.

These breaches are considered abusive and severe because they result in gaining an unfair advantage over both other players and the casino itself.

Due to aforementioned reasons, we must uphold the casino's decision. We strive to ensure a fair gaming environment for all players, and adherence to the established terms and conditions is crucial.

I understand this resolution may not be satisfactory to you. If you wish, I can recommend that you contact the Curaçao eGaming Authority, which has better options and tools to assist players in such matters. The next step would be contacting the Curaçao eGaming itself (https://www.curacao-egaming.com/public-and-players/#section-file-a-complaint). Please let me know if you need help with filling the form or how they responded if you can do this on your own (jakub.m@casino.guru).

I am sorry I could not be of more help on this occasion. However, thank you for your cooperation and patience, and please, do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future.

Best Regards,

Jakub