Mr Bet Casino - La cuenta del jugador está cerrada sin justificación.

Mr. BT blocked my account due to suspected fraud. They claim I have multiple accounts, which is completely false, as my account and my Chilean ID number (RUT) are unique. My transaction was processed using my RUT and my bank account to comply with casino rules, but they still blocked me while my withdrawal was in progress. Furthermore, they didn't even ask for account verification to confirm my claims; they simply blocked my account and haven't contacted me. I feel completely scammed. My withdrawal was $700,000 and my deposit was $25,000, as mentioned, from my only account. I don't understand the block. They haven't even asked for documents to verify my identity and that my account is unique. I urgently request assistance with my case. They also don't respect withdrawal deadlines.

mr bt bloqueo mi cuenta por sospecha de fraude, dicen que tengo multiples cuentas lo que es completamente falso ya que mi cuenta es unica y mi rut tambien, mi transacción se realizo con mi rut y mi cuenta bacaria para respetar las normas del casino pero aun asi me bloquearon mientras mi retiro estaba en curso, debo mencionar ademas que nisiquiera me pidieron verificación de mi cuenta para comprobar que lo que digo es cierto, solo bloquearon mi cuenta y no se han puesto en contacto conmigo, me siento completamente estafada, mi retiro en curso fue de $700.000 y mi deposito de $25.000 como comento desde mi unica cuenta, no entiendo el bloqueo, tampoco me han pedido documentos que respalden mi identidad y mi unica cuenta, solicito ayuda urgente con mi caso, no respetan tampoco los plazos de retiro.

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Dear Mlugalde,

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 fully understand the situation.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Have you accumulated your winnings with or without an active bonus?

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

Best regards

Petra

I am filing this complaint due to the unjustified blocking of my casino account, under the accusation of having multiple accounts, which is completely false.

My account is unique, and all transactions made to the platform legitimately originate from my personal bank account. I can provide all the necessary documentation to prove this, including my national identity card, bank statements, and transaction history that verifies the source of the funds.

The only point that could cause confusion is that I share the same internet connection with my son, who also has a casino account. However, these are two different people, with separate personal information, separate accounts, and independent payment methods. Therefore, there is no account duplication or attempt to violate the casino's terms.

My account was blocked while I had a withdrawal in process and funds deposited on the platform, which I consider an unjustified measure that puts my money at risk.

I have requested the casino to review the case again and I am fully prepared to undergo any additional verification or KYC process that may be necessary to prove that I have not violated any rules.

I request that Casino Guru intervene in this case and help the casino conduct a fair review based on the evidence I can provide. My sole objective is to regain access to my account and withdraw the funds that rightfully belong to me.

Presento esta queja debido al bloqueo injustificado de mi cuenta en el casino, bajo la acusación de tener cuentas múltiples, lo cual es completamente falso.

Mi cuenta es única y todas las transacciones realizadas hacia la plataforma provienen legítimamente de mi cuenta bancaria personal. Puedo proporcionar toda la documentación necesaria para demostrarlo, incluyendo mi cédula de identidad, comprobantes bancarios y el historial de movimientos que acreditan el origen de los fondos.

El único punto que podría generar confusión es que comparto la misma conexión a internet con mi hijo, quien también tiene una cuenta en el casino. Sin embargo, se trata de dos personas diferentes, con datos personales distintos, cuentas separadas y medios de pago independientes. Por lo tanto, no existe ninguna duplicación de cuenta ni intento de incumplir los términos del casino.

Mi cuenta fue bloqueada mientras tenía un retiro en proceso y fondos depositados en la plataforma, lo que considero una medida injustificada que pone en riesgo mi dinero.

He solicitado al casino que revise nuevamente el caso y estoy completamente dispuesto(a) a someterme a cualquier proceso de verificación o KYC adicional que sea necesario para demostrar que no he infringido ninguna regla.

Solicito a Casino Guru que intervenga en este caso y ayude a que el casino realice una revisión justa basada en la evidencia que puedo proporcionar. Mi único objetivo es recuperar el acceso a mi cuenta y poder retirar los fondos que legítimamente me pertenecen.

I would like to add some important information regarding my case. My activity within the casino has always been exclusively on slot machines; I do not participate in other types of games nor have I engaged in any practice that violates the platform's terms and conditions.

I understand there might be some confusion because I share the same internet connection (Wi-Fi) with another person who also plays at online casinos. In fact, it was that person who recommended this casino to me. However, we are two completely different people, with separate personal information, independent accounts, and separate payment methods.

Despite this, my account was unfairly blocked under the accusation of having multiple accounts, which is completely incorrect. Furthermore, I have not received a clear response from the casino regarding the alleged violation.

I also find it concerning that I have never been asked to complete a Know Your Customer (KYC) verification process to prove that my account is legitimate. I am fully prepared to provide my national identity card, banking information, and any other necessary documents to verify the accuracy of the information I am providing.

Instead of conducting a verification or reviewing the evidence I can provide, they have simply blocked my account and refused to consider the information that could fully clarify the situation.

For this reason, I request Casino Guru's intervention so that this case can be reviewed fairly and objectively, and so that the casino can evaluate the documentation I can provide. My sole objective is to demonstrate that I have not violated any rules and to regain access to my account and my funds.

Quiero agregar información importante respecto a mi caso. Mi actividad dentro del casino siempre ha sido exclusivamente en tragamonedas; no participo en otros tipos de juegos ni he realizado ninguna práctica que infrinja los términos y condiciones de la plataforma.

Entiendo que podría existir cierta confusión debido a que comparto la misma conexión a internet (wifi) con otra persona que también juega en casinos online. De hecho, fue esa persona quien me recomendó este casino. Sin embargo, se trata de dos personas completamente diferentes, con datos personales distintos, cuentas independientes y medios de pago separados.

A pesar de esto, mi cuenta fue bloqueada injustamente bajo la acusación de cuentas múltiples, lo cual es completamente incorrecto. Además, no he recibido una respuesta clara por parte del casino sobre la supuesta infracción.

También considero preocupante que en ningún momento se me haya solicitado realizar un proceso de verificación de identidad (KYC) para poder demostrar que mi cuenta es legítima. Estoy totalmente dispuesta a proporcionar mi cédula de identidad, información bancaria y cualquier otro documento necesario para acreditar que la información que entrego es real.

En lugar de realizar una verificación o revisar la evidencia que puedo proporcionar, simplemente han bloqueado mi cuenta y se han negado a considerar la información que podría aclarar completamente la situación.

Por este motivo solicito la intervención de Casino Guru para que este caso sea revisado de manera justa y objetiva, y para que el casino evalúe la documentación que puedo aportar. Mi único objetivo es demostrar que no he infringido ninguna regla y poder recuperar el acceso a mi cuenta y a mis fondos.

I want to state for the record that I have repeatedly requested a clear explanation regarding the alleged rule violations cited to justify blocking my account. However, I have not yet received a concrete response indicating how, when, and in what way I supposedly violated any of your rules.

I specifically requested the evidence supporting this decision, but their email responses fail to address my requests or provide any detailed information. Instead, they simply repeat the same unsubstantiated claim and then stop responding.

I also want to make it clear that I have been fully willing to cooperate, provide documentation, and complete any necessary verification process to prove that my account is legitimate. Despite this, they have shown no willingness to review the information I can provide or to conduct a proper verification of my case.

I believe that making such a serious decision as blocking an account—especially when there is a withdrawal in progress—without providing evidence, without verifying identity, and without analyzing the information provided by the user, is not a fair or transparent procedure.

For this reason, I again request that my case be reviewed seriously and that I be provided with a detailed explanation along with the evidence that supports your decision.

I am recording this situation.

Quiero dejar constancia de que he solicitado en reiteradas ocasiones una explicación clara sobre el supuesto incumplimiento de normas que mencionan para justificar el bloqueo de mi cuenta. Sin embargo, hasta ahora no he recibido una respuesta concreta que indique cómo, cuándo y de qué manera habría infringido alguna de sus reglas.

He pedido específicamente que se me entregue la evidencia que respalda esta decisión, pero sus respuestas por correo no abordan mis solicitudes ni proporcionan información detallada. En lugar de eso, simplemente se limitan a repetir la misma afirmación sin fundamentos y posteriormente dejan de responder.

También quiero dejar en claro que me he mostrado completamente dispuesta a colaborar, entregar documentación y realizar cualquier proceso de verificación necesario para demostrar que mi cuenta es legítima. A pesar de ello, no han mostrado disposición a revisar la información que puedo proporcionar ni a realizar una verificación adecuada de mi caso.

Considero que tomar una decisión tan grave como bloquear una cuenta —especialmente cuando existe un retiro en curso— sin proporcionar pruebas, sin realizar verificación de identidad y sin analizar la información que el propio usuario ofrece, no es un procedimiento justo ni transparente.

Por esta razón, solicito nuevamente que mi caso sea revisado de manera seria y que se me proporcione una explicación detallada junto con la evidencia que respalde su decisión.

Dejo constancia de esta situación.

I've attached further proof of the same response repeatedly from different executives via email; they don't respond to my requests, nor have they asked me for any information.

Adjunto nueva prueba de la misma respuesta una y otra vez de distintos ejecutivos a través de correo electrónico, no responden a mis peticiones, no me han solicitado ningún tipo de información tampoco

The last email I sent was the following, and without a substantiated response, they just repeat the same thing over and over without giving details:

What's happening with my account is extremely serious. I'm being accused of violating a rule, yet I haven't been given any details or evidence to support this accusation. Despite repeatedly requesting a clear explanation, you've only responded vaguely, avoiding specifying how, when, or in what way I supposedly violated your terms.

My account was blocked while I had a withdrawal in progress, which makes the situation even worse. Refusing to provide information and withholding my funds based on an unsubstantiated accusation is completely unacceptable.

I reiterate that my account is unique and legitimate, and that all my information is real and verifiable. The only possible confusion could be due to the fact that I share an internet connection with other people, which in no way constitutes duplicate accounts or a violation of your rules.

I currently have an open complaint with Casino Guru and, if I do not receive a clear response and an immediate solution, I will continue to escalate this situation to other appropriate authorities.

Therefore, I demand the following:

1. The immediate reopening of my account, or

2. A detailed and substantiated explanation, including concrete evidence of the alleged infraction that I am accused of.

I expect a clear answer and an immediate solution to this problem.

El ultimo correo que envié fue el siguiente y sin respuesta fundamentada , solo repiten una y otra vez lo mismo sin dar detalles:

Lo que está ocurriendo con mi cuenta es extremadamente grave. Se me acusa de haber infringido una norma, sin embargo no se me ha entregado ningún detalle ni evidencia que respalde dicha acusación. A pesar de haber solicitado reiteradamente una explicación clara, ustedes se han limitado a responder de forma vaga, evitando especificar cómo, cuándo o de qué manera habría infringido sus términos.

El bloqueo de mi cuenta se realizó mientras tenía un retiro en curso, lo que agrava aún más la situación. Negarse a proporcionar información y retener mis fondos bajo una acusación no fundamentada constituye una práctica completamente inaceptable.

Reitero que mi cuenta es única y legítima, y que todos mis datos son reales y verificables. La única posible confusión podría deberse a que comparto conexión a internet con otras personas, lo cual no constituye en ningún caso duplicidad de cuentas ni una infracción a sus normas.

Actualmente tengo una reclamación abierta en Casino Guru y, de no recibir una respuesta clara y una solución inmediata, continuaré escalando esta situación a otras instancias correspondientes.

Por lo tanto, exijo lo siguiente:

1. La reapertura inmediata de mi cuenta, o 

2. Una explicación detallada y fundamentada, incluyendo evidencia concreta de la supuesta infracción que se me imputa.

Espero una respuesta clara y una solución inmediata a este problema.

Attached is a new image of the multiple emails I have sent requesting a detailed and substantiated explanation, but I am not being given any detailed information. I need a solution to this misunderstanding.

Adjunto nueva imagen de los múltiples correos que he enviado para solicitar una explicación detallada y fundamentada pero no se me otorga ningún tipo de información detallada, necesito una solución a este mal entendido.

Dear Mlugalde,

Thank you for your reply and for providing the previous details.

• Could you please clarify whether you have completed any kind of payment method verification?
• Can you confirm the exact date and time when your account was blocked?
• How long ago did you submit your withdrawal request for $700,000?

If you have any additional communication with the casino, please feel free to share it. You can send all relevant documents to petra.h@casino.guru or upload your screenshots directly to the thread.

Thank you again for your cooperation.

First, I want to point out that the casino never requested any form of identity verification (KYC). However, I can confirm that all transactions originated from my personal bank account, thus verifying its legitimacy.

I also note the following chronology:

- On 07-03-2026 I made a withdrawal request for an amount of $700,000, corresponding to profits obtained legitimately.

- Subsequently, on 10-03-2026 at around 10:30 am, my account was unilaterally blocked, without prior notice and without any detailed explanation.

Since then, I have not been given clear information about:

- The alleged infraction committed

- The evidence that supports this accusation

- The specific reason for the blocking and withholding of my funds

I reiterate that my account is unique, personal, and completely legitimate, and that I have not knowingly or intentionally violated any rules.

Therefore, I consider the blocking of my account and the withholding of my earnings to be an arbitrary, unjustified, and opaque measure.

I formally request:

1. A detailed explanation of the alleged infringement, specifically indicating the clause applied.

2. Concrete evidence to support your decision.

3. The immediate review of my case.

4. The release of my pending withdrawal of $700,000 or the full restitution of my funds.

En primer lugar, quiero señalar que en ningún momento se me ha solicitado algún método de verificación de identidad (KYC) por parte del casino. A pesar de ello, puedo acreditar que todos los movimientos realizados provienen de mi cuenta bancaria personal, lo que respalda la legitimidad de mi cuenta.

Asimismo, dejo constancia de la siguiente cronología:

- El día 07-03-2026 realicé una solicitud de retiro por un monto de $700.000, correspondiente a ganancias obtenidas de manera legítima. 

- Posteriormente, el día 10-03-2026 alrededor de las 10:30 hrs, mi cuenta fue bloqueada de forma unilateral, sin previo aviso y sin ningún tipo de explicación detallada.

Desde ese momento, no se me ha entregado información clara sobre:

- La supuesta infracción cometida 

- La evidencia que respalda dicha acusación 

- El motivo específico del bloqueo y la retención de mis fondos 

Reitero que mi cuenta es única, personal y completamente legítima, y que no he infringido ninguna norma de manera consciente ni intencional.

Por lo tanto, considero que el bloqueo de mi cuenta y la retención de mis ganancias constituyen una medida arbitraria, injustificada y carente de transparencia.

Solicito formalmente:

1. Una explicación detallada de la supuesta infracción, indicando específicamente la cláusula aplicada. 

2. Evidencia concreta que respalde su decisión. 

3. La revisión inmediata de mi caso. 

4. La liberación de mi retiro pendiente por $700.000 o la restitución total de mis fondos.

Dear Mlugalde

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Hello Mlugalde,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite Mr Bet Casino to join the conversation.

Dear Mr Bet Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information and evidence directly to me at michal.k@casino.guru for an independent assessment.

Dear Michal,

We are currently in the process of gathering detailed information and evidence regarding the rule violation. Thank you in advance for your patience.

I want to know the progress of my case; it's been a month since they withheld my withdrawal and blocked my account.

I'll be waiting for your reply.

greetings

Quiero saber los avances de mi caso, ha pasado un mes desde que retuvieron mi retiro y bloquearon mi cuenta,

quedo atenta,

saludos

Thank you for all the information and evidence provided, Mr Bet Casino Team.

Dear Mlugalde,

I have reviewed the evidence provided, which supports the casino’s decision. After carefully examining all the information, we must reject this complaint as Unjustified due to a breach of the casino’s terms and conditions. This includes multiple or duplicate accounts created or used from the same IP address on a device with the same user agent, indicating the same device, playing the same games with active bonus in the same—or strikingly similar—manner, and using the same payment method across these accounts.

These factors cannot reasonably be considered a mere coincidence. On the contrary, they indicate the use of multiple accounts to take advantage of casino bonuses or promotions, which constitutes a violation of the rules. Casinos maintain very strict policies regarding such cases of multiple or duplicate account usage.

As an independent entity, we have reviewed the information and evidence thoroughly, and the casino has acted according to its terms and conditions, as you have been informed by the casino team earlier.

You agreed to the casino rules when you registered your account, and it is your responsibility, just like any other player, to follow them.

You certainly have the right to disagree with this conclusion and can reach out to the casino licensing authority if you still feel justified in your position, but we are unable to offer any additional assistance regarding this issue. Feel free to let me know of the licensing authority decision should you opt for this route at michal.k@casino.guru.

We are sorry we could not be of more help on this occasion.

Should you encounter any issues with this or any other casino in the future, please feel free to reach out to us, and we will try our best to help.

Best regards,

Michal

Casino Guru