Mr Bet Casino - La cuenta del jugador ha sido cerrada.

The casino has blocked my account, claiming that a single user, IP address, computer device, household, residential address, phone number, credit or debit card, and/or electronic payment account, email address, and shared computer environment have violated their terms or rules. I am 100% certain that I have not breached any of these terms, nor created an account under the same IP address or violated any other conditions.

kasino on estänyt tilini sen takia että he väittävät että yhtä käyttäjää, IP-osoitetta, tietokonelaitetta, perhettä, asuinosoitetta, puhelinnumeroa, luotto- tai pankkikorttia ja/tai sähköistä maksutiliä, sähköpostiosoitetta ja jaettua tietokonetta käyttävää ympäristöä kohden että tätä ehtoa tai sääntöä on rikottu ja olen 100% varma että ei ole rikottu näitä ehtoja, eli luotu tiliä samassa IP-osoitteessa tai mistään muustakaan ehtoja rikkovasta asiasta.

Dear l1lje,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Could you please share your communication with the casino regarding the closed account? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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,

Dominika

I haven't passed the KYC verification completely yet because I didn't manage to send the address proof to the page when my account was closed. Yes, I collected winnings with the active bonus. I don't have any documentation with the chat, I didn't take screenshots of them, they just claimed that the IP address, home address, etc. had been used to play or create an account.

En ole läpäissyt vielä KYC-vahvistusta kokonaan koska en kerinnyt lähettää osoitetodistusta sivulle kun tilini suljettiin. Kyllä keräsin voittoja aktiivisem bonuksen kanssa. Minulla ei ole mitään dokumentointia chätin kanssa en ottanut niistä näyttökuvia väittivät vaan samaa että IP-osoitteesta, kotiosoitteesta yms olisi pelattu tai tehty tiliä.

Thank you very much, l1lje, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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 l1lje,

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 some information on the potential multiple accounts accusations? Please forward all relevant evidence of this to me at michal.k@casino.guru

Dear Michal,

Please check our most recent email, where we have provided the details of the user's case. Thank you in advance for your consideration.

Dear Mr Bet Casino Team,

Thank you for the information and evidence provided.

Dear l1lje,

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 over very similar game pattern. All of the accounts took advantage of the bonuses, and similar games were played, which can’t be considered as just a coincidence and suggests your account was part of a potential bonus abuse group. 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 was communicated to you. Furthermore, I have been informed that you have already lodged a complaint with Curaçao eGaming (CEG), which has ruled in favor of the casino, a decision with which I concur.

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