Mr Bet Casino - La cuenta del jugador se cerró después de la solicitud de retiro.

I registered on this online gaming site at the beginning of March to try my luck, and last week I tried to withdraw 2000 euros in accumulated prizes. However, they blocked my account without giving any justification.

I sent an email to "support@mr.bet" asking what was happening and why they had blocked my account.

They responded by saying that I was involved in fraudulent activities and that I was using methods or techniques assisted by machines, and therefore they permanently closed my account.

I have never committed any fraud or used any special techniques to deceive anyone.

This only happened when I made a withdrawal request for 2000 euros, and after about 3 days, they blocked the account.

The same thing happened to my wife's account, which also had 1778 euros, from which a 200-euro withdrawal was requested.

Inscrevi-me neste site de jogos online no inicio de Março para tentar a minha sorte, e na semana passada tentei sacar 2000 euros de prémios acumulados e estes bloquearam-me a conta sem se quer darem qualquer justificação.

Enviei um e-mail para o "support@mr.bet" a perguntar o que se passava, e o porquê de me terem bloqueado a conta.

Estes responderam a dizer que eu estava envolvido em atividades fraudulentas e que utilizava métodos ou técnicas auxiliados por máquinas, e que assim encerravam a conta permanentemente.

Não sei nem nunca fiz qualquer fraude ou usei técnicas especiais para enganar fosse quem fosse.

Isto só aconteceu quando eu fiz um pedido de levantamento de 2000 euros e estes ao fim de +- 3 dias bloquearam a conta.

Isto aconteceu de igual modo á conta da minha esposa que também tinha 1778 euros ao qual foi pedido um levantamento de 200 euros.

Dear Imortall,

Thank you very much for submitting your complaint.

I’m sorry to hear about the difficulties you’re facing with your account and the withdrawal request. To help us better understand and investigate the situation, could you please provide some additional information?

• Could you specify the exact date when your account was blocked and when you requested the 2,000 euro withdrawal?
• Have you received any written communication from Mr. Bet detailing the reasons for the account closure and the claims of fraudulent activities? If so, could you forward these communications to petronela.k@casino.guru?
• Have you completed the account verification process successfully? If so, when?
• What types of games have you been playing on the site (e.g., live casino games, slots, or sports betting)?
• Can you confirm if your wife also has an account with Mr. Bet, and whether her account was verified successfully in the past?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Good evening,

The withdrawal of 2000 euros was requested on July 30 and the account was blocked on August 1.

No, Mrbet didn't communicate any intention to block the account, it was me who, when I saw the account blocked, contacted them by email, and then they replied to say that they had blocked the account definitively.

I can't pinpoint the date the account was verified, but I know it was before the first withdrawal, which was on March 7, 2024, and they wouldn't let you withdraw without having the account fully verified.

I've only been playing on

piggytap

Book of 99

Royal coins

But the one I play a lot is piggy tap.

My wife also has an account with Mrbet, but she has only verified her cell phone number and email, she hasn't done the documentation yet, I would expect it to be requested with the first withdrawal.

Thank you

Boa noite,

O saque de 2000 euros foi solicitado no dia 30 de julho e a conta foi bloqueada no dia 1 de Agosto.

Não, a Mrbet não comunicou qualquer intenção de bloquear a conta, fui eu que ao ver a conta bloqueada que entrei em contacto com eles por email, e depois é que eles responderam a dizer que tinham bloqueado a conta defenitivamente.

Não sei precisar a data da verificação da conta, mas sei que foi antes do primeiro levantamento que foi a 7 de Março de 2024 e eles não deixavam levantar sem ter a conta totalmente verificada.

Só tenho jogado no

piggytap

Book of 99

Royal coins

Mas aquele que eu jogo assiduamente é mesmo o piggy tap.

A minha esposa tem também uma conta na Mrbet, mas só tinha ainda feito a verificação do número telemóvel e e-mail, a documentação ainda não tinha feito, estaria a espera que fosse solicitada com o primeiro saque.

Obrigado

Hello Imortall,

If your wife also has an account with the same casino, this could have potentially raised some red flags for them. To help us better understand the situation, could you please provide details on whether you and your wife share any of the following:

1. The same device for accessing the casino
2. The same payment method or financial accounts for deposits and withdrawals
3. The same email address or other contact information

Thank you for your assistance.

Good evening, no, we don't share an account, she has her own account with her email address, and the top-up or withdrawal was made from her bank account. She uses her cell phone to access it and I use my cell phone or laptop.

The only thing that's the same is the address.

Boa noite, não, não partilhamos qualquer conta, ela tem uma conta própria com email dela, o carregamento ou saque foi feito com conta bancária dela. Ela usa o telemóvel dela para aceder e eu uso o meu telemóvel ou pc portátil.

A única coisa que é igual é a morada.

Thank you very much, Imortall, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.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.  

Hello Imortall,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Mr Bet Casino to join the conversation and participate in the resolution of this complaint.

Dear Mr Bet Casino,

Can you please clarify the fraudulent activities that have caused the casino to confiscate the player's winnings?

Kind regards,

Adam

Dear Adam,

The user has violated rule 2.1.9, which states: "You shall not be involved in any fraudulent, collusive, fixing, or other unlawful activities in relation to Your or third parties’ participation in any of the Games and shall not use any software-assisted methods, techniques, or hardware devices for Your participation in any of the Games." As a result of this behavior, we reserve the right to invalidate any betting and to close the user's account. We are currently in the process of gathering evidence regarding this user.

Hello Mr Bet Casino,

Thank you for your response. We will allow more time for evidence to be sent.

Kind regards,

Adam

Dear Adam,

We have sent an additional email with further evidence of the user’s violation of our terms. We appreciate your consideration of this information and look forward to your review.

Hello Mr Bet,

Thank you for your email, I have replied asking for a little more clarification.

Kind regards,

Adam

Dear Adam,

We have sent you a response to your questions. We would appreciate your review.

Hello all,

I have received further supporting information from the casino and this is currently being reviewed. I will post an update again shortly.

Kind regards,

Adam

Dear Mr. Bet Casino,

I apologize for the delayed response, but after analyzing the information I am afraid I have some further questions for you. Please find my reply to your email.

In the meantime Imortall, you mentioned you and your wife both have an account, can you please clarify which games your wife plays, and if you both play at the same/similar times?

Kind regards,

Adam

Yes, we usually play on the piggy tap and at similar times, it's about the value of the prizes (minor, major).

If they're low, we don't play.

But I don't see where this could be cheating, she plays her game and I play mine.

Sim, por norma jogamos no piggy tap e a horas semelhantes, tem a ver com o valor a que estao os prémios (minor, major)

Se estiverem com valores baixos não jogamos.

Mas não vejo onde isto possa ser fraude, ela joga o seu jogo e eu jogo o meu.

Dear Adam,

Kindly review our latest email, which contains the details of the user's case. We appreciate your attention to this matter.

Dear Mr Bet Casino,

We have discussed this case further internally and I have now responded to your email.

Dear Imortall,

Can you please clarify which devices you use to login to your account and play?

Kind regards,

Adam

I use my samsung galaxy a32 cell phone and my lenovo ideapad laptop

Uso omeu telemóvel samsung galaxy a32 e o meu portátil lenovo ideapad

Hello Imortalli,

Thank you for confirming. Aside from the fact that your wife also has an account and plays the same game, t he information provided by the casino shows that you have logged into your account with both of your devices at the same time, and also played the same game on both. Can I ask you to explain why this might be?

Kind regards,

Adam

What used to happen was that when I had the game open on my PC I could also open it at the same time on my cell phone, now you'll have to explain it to me.

Because I always thought that it was mrbet itself that made the game like that.

But I wonder:

Could this only happen to me?

Isn't it an anomaly of the game itself?

And where did I benefit from all this?

mrbet knows very well that there was no benefit.

I still say that I didn't cheat or do anything illegal that would benefit me in any way.

Aquilo que acontecia era quando tinha o jogo aberto no meu pc também conseguia abrir ao mesmo tempo no meu telemóvel, agora como isso era possivel têm que me explicar vocês.

Pois sempre pensei que seria a própria mrbet a fazer com que o jogo fosse assim.

Mas pergunto eu:

Será que só acontecia isto comigo??

Não seria uma anomalia do próprio jogo??

E onde é que eu beneficiei com tudo isto??

A mrbet sabe muito bem que não houve qualquer benefício.

Continuo a dizer que não fiz qualquer fraude ou coisa ilícita que me beneficiasse seja no que fôr.

Hello Imortalli,

I am currently awaiting a further response from the casino via email regarding how it is possible for the game to be accessed from the same account on multiple devices, and what advantage may be gained by doing this. When playing slot games, I do not believe that any advantage could be gained by doing this, but this game is a little different. I will extend the timer accordingly.

Kind regards,

Adam

From what I saw the few times I accessed the game when I forgot to leave my computer or cell phone and had both playing at the same time, it was that on my computer I would hit automatic and when I got on my cell phone I would double the amount, in other words, I would cash out on my computer as if it were a game and cash out on my cell phone as if it were another game. For example, on the PC I would bet 1 cent and win 2, on the cell phone I would bet 1 cent and I could win 3, 4 or nothing at all. It wasn't the same.

But what I'm getting at is that I've never won a big prize that justifies mrbet's attitude. I never played like that for very long, it was only until I detected that the game was crashing on my PC or cell phone. And as I said, I thought it was normal, but as it didn't benefit me, I stopped as soon as I detected it.

Por aquilo que eu vi das poucas vezes que acedi ao jogo quando me esquecia de sair do pc ou do telemóvel e ficava com os 2 em simultâneo a jogar era que no pc metia a bater em automático e quando entrava no telemóvel ao bater descontava em dobro, ou seja, descontava no pc como se fosse um jogo e descontava no telemóvel como se fosse outro jogo. Por exemplo no pc apostava 1 cêntimo e ganhava 2 no telemóvel apostava 1 cêntimo e poderia ganhar 3, 4 ou não ganhar nada. Não era igual.

Mas onde eu queria chegar é que nunca me saiu nenhum prémio grande que justifique a atitude da mrbet. Eu nunca joguei assim por muito tempo,era só ate detetar que o jogo estava a bater no pc ou telemóvel. E como disse pensava ser normal, mas como não me beneficiava parava logo que detetava.

Dear Adam,

In our most recent letter, we provided answers to your follow-up questions and additional details about the case. Thank you in advance for your consideration.

Hello all,

I apologize for my delayed response and thank you for your patience.

The casino has since provided further information about the case, and it certainly does appear that playing this particular game via two devices at the same time offered an advantage to the player.

I appreciate that this is how the game has been set up, and that is not the fault of the player. However, the player making use of this ability can not be considered to be playing fair.

Additionally, it is against the terms and conditions of the casino for two players to register an account from the same household/IP address. Normally, we wouldn't consider this to be an issue if both players can pass the verification, but the fact that both of these accounts have again played this same game at the same time raises further concerns.

Unfortunately, there isn't anything we can do to further assist in this case. While the game should not have been set up in this way in the first place, it seems that the casino has operated according to its terms and conditions in this instance. Please understand we can only make a decision based on the evidence at hand and consequently, this complaint will now be closed.

I am sorry we could not be of further help on this occasion.

Kind regards,

Adam