Mr Bet Casino - La cuenta del jugador fue bloqueada.

I was blocked at mr bet today with the reason that I have 2 accounts, which unfortunately is not true.

i have a neighbor who also has an account with mr bet

we are good friends and we talk regularly about what everyone is playing and which casinos are good.

however, everyone has their own household (apartment) and everyone has their own internet and everyone only has one account at mr bet

and everyone plays for themselves

He informed me that his account was also blocked.

Apparently both of our accounts were blocked at the same time.

we both live in a house with 20 residential units and everyone has their own apartment and household and everyone has their own internet and we didn't violate anything in that respect.

i have been playing at mr bet for more than 1 year and i am fully verified and it is not my first withdrawal at mr bet

Since I can't understand the decision of the casino in any way and I'm not aware of any guilt, I decided to open this case because I only have 1 account at Mr Bet.

ich wurde bei mr bet heute gesperrt mit der begründung das ich 2 accounts habe was leider nicht der wahrtheit entspricht.

ich habe einen nachbarn der auch einen account bei mr bet besitzt

wir sind gut befreundet und unterhalten uns regelmässig darüber was jeder spielt und welche casinos gut sind.

allerdings hat jeder seinen eigenen haushalt (wohnung) und jeder hat sein eigenes internet und jeder hat nur einen account bei mr bet

und jeder spielt für sich alleine

er teilte mir mit das auch sein account gesperrt wurde.

offenbar wurden unsere beiden accounts zeitgleich gesperrt.

wir wohnen beide in einen haus mit 20 wohneinheiten und jeder hat seine eigene wohnung und seinen eigenen haushalt und jeder hat sein eigenes internet und wir haben insofern gegen nix verstossen.

ich spiele schon mehr als 1 jahr bei mr bet und bin vollständig verifiziert und es ist nicht meine erste auszahlung bei mr bet

da ich die entscheidung des casinos in keinster weise nachvollziehen kann und mir keiner schuld bewusst bin habe ich mich dazu entschlossen diesen fall zu eröffnen da ich nur 1 account bei mr bet besitze.

Hello fowi30,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Mr Bet Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? How long have you been playing in the casino? Did you ever claim any bonuses?

As long as both of you can verify your identity at the casino, they should reopen your account and allow you to play.

Looking forward to your answer.

Regards,

Nick

account is verified for over 1 year and i played at mrbet almost daily.

I last played with a 50 percent deposit bonus with which I was able to win 2180 euros after completing the implementation.

the money has been requested for payment but the account has now simply been blocked.

konto ist verifiziert seit über 1 jahr und ich habe fast täglich bei mrbet gespielt.

ich habe zuletzt mit einen 50 protzent einzahlbonus gespielt mit dem ich 2180 euro gewinnen konnte nach fertigstellung der umsetzung.

das geld ist zur auszahlung beantragt aber das konto wurde ja nun einfach gesperrt.

Thank you fowi30 for all the information. I will now forward your complaint to my colleague Branislav who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, fowi30,

I am sorry to hear about your situation. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Mr Bet Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Mr Bet Casino Team,

Could you please provide us with an explanation of the player's situation in more detail from your point of view? What next steps should the player take to get his account unblocked? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Dear Branislav,

In the last letter from us, we provided more details regarding the blocking of the user's account.

Looking forward to your timely consideration.

Best regards,

Mr.Bet Casino team

Greetings all,

I am sorry for the delayed reply.

Dear Mr Bet Casino team,

Thank you for your email and all provided data. However, the data provided to me is missing some information and details. Please, see my last email sent a while ago. I will wait for a response and details.

Looking forward to hearing from you.

Dear Branislav, 

Please check our recent email with our decision regarding multiple accounts abuse.

We hope you'll consider all the evidences that as well.

Best regards, 

Mr.Bet Casino team 

Dear Mr.Bet Casino Team,

I am afraid that from our point of view, the provided evidence is not sufficient to support the casino's decision.

Could you please check my last email and share additional details/data with me?

In the meantime, I will try to discuss it also internally with my team.

Thank you for your understanding.

Dear Branislav,

We received your letter and sent clarifications to it and letters from your colleagues with further information about the violation and our position regarding this case of violation.

Thank you in advance for your consideration!

Bestr regards,

Mr.Bet Casino team

Greetings,

I apologize for the delayed reply and thank you for your email and data.

However, we are talking about a very special case and I also need to discuss it internally with my team. Therefore, I am extending the timer.

I will inform you of the results after providing additional details/information by email and having an internal discussion.

Thank you for your understanding and patience. We highly appreciate it.

Dear Mr.Bet Casino team,

Based on an internal discussion, it was decided that we need additional data to assess the situation and circumstances. Please see my last 2 emails. It would be great if you could provide me with the required data and information to move the case forward.

Looking forward to hearing from you.

Dear All,

Unfortunately, we do not have a final decision on this group of users at this stage.

We ask the Casino gurus to extend the time limit for the complaint, which will help us to carry out additional investigation and formulate a final decision regarding the accounts.

Thank you very much in advance for your patience.

Best regards,

Mr.Bet Casino team

Greetings all,

Dear Mr.Bet Casino,

Sure, we are able to accept the situation and accommodate your request. The timer will be extended.

Thank you very much for letting us know. We are looking forward to hearing from you.

Dear Branislav,

Please take a look at our latest email we sent you. In this letter, we also offer on what conditions users who have violated terms and conditions can continue to use the services of our casino.

We will be waiting for your further reply.

Best regards,

Mr.Bet Casino team

Greetings all,

Dear Mr Bet Casino team,

Thank you for your email and the provided information.

Which way was the casino's decision reconsidered, please? Will the casino let the player’s balance/winnings untouched and available for play or withdrawal?

Based on all gathered and available information, it looks like the players played in the casino separately, and the collected winnings were won legitimately. Even if they played in the casino together, they would not be able to influence the outcome and cause the casino a loss, since they only played slots and used slot bonuses.

Dear Branislav, 

We kindly ask you to check our recent email regarding this issue. 

Unfortunately, we cannot return the winnings to users, as we are talking about a violation of the rules of our gaming club.

On what basis we made this decision, we described in detail in our response to your email.

Best regards, 

Mr.Bet Casino team

Greetings all,

I am sorry for the delayed reply.

The complaint and the provided data will be the subject of a casino.guru Complaints Team's internal discussion. I will inform you directly here about the results.

The results of an internal discussion should be known on the 26th of October.

Thank you for your understanding and patience.

Dear fowi30,

Unfortunately, we have not received enough or all of the requested data and details that would be necessary to fully assess the case.

If you have not done it yet, are you please able to submit a complaint directly to the gaming authority that regulates the casino's activity?

the curaçao gaming authority doesn't handle player complaints at all or is totally unreliable.

there is little point in complaining there, you know that as well as i do

the prospect of success through a complaint to the gaming authority is extremely low

the fact is that the casino has too little or no evidence and can prove nothing to me

I don't have a second account

in doubt for the accused and that's me

die glücksspielbehörde von curacao bearbeitet doch gar nicht spielerbeschwerden oder ist total unzuverlässig.

es macht wenig sinn sich dort zu beschweren das wissen sie ebenso wie ich

die aussicht auf erfolg durch eine beschwerde bei der glücksspielbehörde ist also extrem gering

fakt ist das casino hat zu wenig oder gar keine beweise und kann mir nix nachweisen

ich habe keinen zweiten account

im zweifel für den angeklagten und das bin ich

i need the player id number to file a complaint

since I can no longer log in to mrbet, I do not know them and cannot find them out

mrbet's live chat only works if you're logged in

I can't open the live chat at the moment

what happens if the complaint is not processed by curacao egaming and i don't get an answer?

It's a very passive regulatory body that doesn't handle player complaints reliably and there's a good chance I won't get a response

how does this affect the complaint to casino guru?

it would then have to be classified as unresolved or am I seeing it wrong

um eine beschwerde einreichen zu können benötige ich die player id number

da ich mich nicht mehr einloggen kann bei mrbet weiss ich diese nicht und kann sie nicht herausfinden

der live chat von mrbet funktioniert nur wenn man eingeloggt ist

ich kann den live chat aktuell nicht öffnen

was passiert im falle das die beschwerde bei curacao egaming nicht bearbeitet wird und ich keine antwort erhalte?

es ist eine sehr passive regulationsbehörde die nicht zuverlässig spielerbeschwerden bearbeitet und es ist sehr wahrscheinlich das ich keine antwort erhalte

welchen einfluss hat das dann auf die beschwerde bei casino guru?

sie müsste ja dann als ungelöst eingestuft werden oder sehe ich das falsch

Dear fowi30,

The authority usually responds to players' complaints, however, it could take a long until you receive a relevant reply.

Once you submit a complaint with the Curaçao gaming authority, the complaint will be (temporarily) closed as unresolved. Then, in a reasonable time, we will contact you regarding the results of the complaint.

If the authority does not contact you at all, the complaint will be updated accordingly.

However, please note that if the gaming authority provides you with the results of its investigation and the final decision regarding your issue, it does not automatically mean this complaint will be reclassified according to the regulator's decision. Casino.guru will review the decision and details. As you mentioned, we are talking about a passive regulator and we are aware of it.

Dear Mr Bet Casino Team,

Could you please provide the player with his account ID number? Or can I provide it to him?

Dear All,

Please be informed that the user also contacted the support service to get an ID number.

The user ID number has been provided in the mail.

Best regards,

Mr.Bet Casino team

I have now submitted a complaint to CEG.

beschwerde habe ich nun bei CEG eingereicht.

Alright, fowi30, thank you for your confirmation.

But let me please ask you a few final questions.

If we are talking about separate players playing with the connected accounts, as you claimed, how is it possible that 3 of 4 players submitted complaints on casino.guru at the same time, while all of them write us the same (or at least similar) things? Even the same type of screenshot was attached to the first post in 2 of these complaints.

I am handling 2 of these 3 complaints, but I know that also the third thread contains the same type of replies, especially the last ones.

Can you please somehow rationally explain it?

the complaints were filed at the same time because the user accounts at mr bet were all blocked at the same time and while a pending payout was active.

I know the other affected accounts, they are my colleagues, but everyone plays for themselves.

we then sat down and discussed how best to proceed and came to the decision that everyone should file a complaint with casino guru because mrbet's accusation

wrong that more than 1 account was created.

we only helped each other to create and write the complaint

which is not forbidden

I hope you can understand it better now

everyone plays for himself and alone and does not have duplicate accounts.

die beschwerden wurden gleichzeitig eingereicht weil auch die benutzerkonten bei mr bet alle gleichzeitig gesperrt wurden und das während eine ausstehende auszahlung aktiv war.

ich kenne die anderen betroffenen accounts es sind meine kollegen aber jeder spielt für sich alleine.

wir haben uns dann zusammengesetzt und beratschlagt wie wir nun am besten vorgehen und sind zum entschluss gekommen das jeder eine beschwerde bei casino guru einreicht da die vorwürde von mrbet

nicht stimmen das mehr als 1 account erstellt wurde.

wir haben uns lediglich gegenseitig beim erstellen und verfassen der beschwerde gegenseitig geholfen

was ja nicht verboten ist

ich hoffe sie können es nun besser nachvollziehen

jeder spielt für sich und alleine und besitzt keine doppelten accounts.

Dear fowi30,

Thank you for providing the explanation.

As we are not able to sufficiently review the complaint based on the data provided by the casino, and you filed a complaint with the regulator, we are (temporarily) closing this complaint as unresolved for now.

Please, once you have a response from the regulator, let us know about the results and its decision. We will then be able to reconsider the complaint on our side.

It is possible to let us know by reopening this complaint or by sending information/documents to my email address (branislav.b@casino.guru). In case we are not provided with the final decision by any party involved in a reasonable time, the complaint will be reopened by casino.guru.

I sincerely believe your issue will be carefully reviewed and resolved.

Thank you very much for your understanding and patience.

Best regards,

Branislav, Casino.Guru

Dear fowi30,

We hope this message finds you well. We wanted to follow up on your case, which was marked as "Waiting for Regulator" on our website some time ago. We were wondering if there have been any updates or resolutions since our last conversation.

If your case has been resolved by the Licensing Authority, we kindly request you to forward us their official statement at branislav.b@casino.guru. On the other hand, if the ruling was in favor of the casino, it would still be incredibly helpful for us to know. We understand that it has been a while, but updating your complaint will allow us to either issue black points to the casino (if the ruling was in your favor) or warn other players and users about cases where the Authority supports the operator.

We truly appreciate your cooperation, and your response would be of great assistance to us.

Thank you in advance for your reply.

Thank you, fowi30, for your email and confirmation.

Based on the information provided, as the regulator has decided in favor of the casino in this case, the complaint will now be rejected.

"the regulator agreed with the casino"

Best regards,

Branislav, Casino.guru