Mr Bet Casino - El jugador ha sido bloqueado.

Dear Mr Bet.

I got breakfast blocking my account when trying to enter. They ask a series of questions at the beginning of the complaint, none of which is about my problem.

It seems to me a great lack of security when performing this type of scenario without arguments.

For a casino so large and with so much support, what happened is inconsistent, my wife had exactly the same thing and in her place just when she made her deposit request, which means that there is a double standard when it comes to the regulations that are applied. set original.

I urgently request to unlock my account and evaluate constructive criticism to KYC staff to avoid future mistakes to other players.

the casino has a good reputation but these events tarnish its credibility.

I remain attentive to the request.

Best regards.

Estimados Mr Bet.

Me desayune el bloqueo de mi cuenta al intenta ingresar. Hacen una serie de preguntas al comienzo de la queja de la cuales ninguna se acerca de mi problema.

me parece una gran falta de seguridad al realizar este tipo de escenarios sin argumentos.

Para ser un casino tan grande y con tanto respaldo no tiene coherencia lo sucedido, a mi Esposa le ocurrió exactamente lo mismo y en su lugar justo cuando realizó su solicitud de depósito lo que significa que hay una doble moral en cuando a loa reglamentos que se establecen originales.

Solicito con carácter de urgencia realizar el desbloqueo de mi cuenta y evaluar crítica constructiva al personal de KYC para evitar futuros errores a otros jugadores.

el casino tiene buena fama pero con estos eventos empañan su credibilidad.

Quedo atenta a lo solicitado.

saludos cordiales.

Dear danijasa21,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Do I understand correctly that your account was blocked because you didn't pass the KYC? Could you please clarify the dispute value? Are there any funds being held by the casino in your blocked account?

Additionally, please, forward any relevant communication between you and the casino to kristina.s@casino.guru.

Looking forward to hearing from you.

Best regards,

Kristina

Dear danijasa21,

We are extending the timer by 10 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Dear Kristina,

What information do you want me to provide? My account was blocked for playing on my wife's device and her account was also blocked since in the casino system apparently there cannot be 2 accounts with the same IP. In addition, they withheld $ 400,000 Chilean pesos from her for the arbitrary blockade.

I have been explaining what happened for 2 weeks and still without resolution, I find your analysis to resolve shameful.

Attentive to the comments,

Best regards

Estimada Kristina,

que información quieren que proporcione? Mi cuenta fue bloqueado por jugar en el dispositivo de mi esposa y a ella también le bloquearon su cuenta ya que en sistema del casino aparentemente no pueden haber 2 cuentas con el mismo IP. Además, a ella le retuvieron $400.000 pesos chilenos por el bloqueo arbitrario.

llevo 2 semanas explicando lo sucedido y aún sin resolución, me parece vergonzoso su análisis para resolver.

Atenta a los comentarios,

saludos cordiales

danijasa21, I asked you questions in my first message and you haven't replied, and that was the information I was waiting for. Do I understand correctly that the casino hasn't confiscated any of your winnings? Has this situation affected your own funds/balance in any way?

Dear Kristina, I come back and repeat.

Casino has not confiscated funds or winnings. I only lock my account by using the same device as my wife to play. That's it. Do you have any other questions?

Best regards

Estimada Kristina, vuelvo y repito.

Casino no ha confiscado fondo ni ganancias. Solo bloqueo mi cuenta por usas mismo dispositivo de mi esposa para jugar. Es todo. Tiene alguna otra duda?

saludos cordiales

Please understand, that we can’t penalize the casino for closing your account if there were no confiscated funds involved. Casinos, in general, have a right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities or for no reason at all.

If your balance was 0 when the casino closed your account, I’m afraid, there’s not much we can do for you.

Please let me know if there is any additional information that I have overlooked, otherwise, I’m afraid I will be forced to reject your complaint. Thank you in advance for your reply and understanding.

Finally. Will I be able to continue playing with my account or will it be permanently blocked?

Finalmente. Podré seguir jugando con mi cuenta o esta será bloqueada permanentemente?

Please understand the casino is not obliged to reopen any account as long as there are no funds withheld, especially when you breached the T&Cs by opening 2 accounts from one device.

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.