Mr Bet Casino - La cuenta del jugador fue bloqueada.

I received the message this morning when I wanted to log in that my account was closed with the reason that I have 2 accounts, which unfortunately is not true.

i have a neighbor who i am very good friends with.

we talk regularly about how things are going and which games are going well and which casinos are good, but everyone plays independently and for themselves.

he also has an account at mr bet and he informed me that he was also blocked at mr.bet.

we both got banned at the same time.

However, everyone has their own apartment, everyone has their own household and everyone has their own internet, so we didn't violate anything.

We both live in a house with 20 condominiums

i also have an outstanding payout at mr bet of 2560 euros.

it's not my first payout at mr bet and i've been playing there regularly for more than 9 months without any problems before.

i am fully verified at mr bet

ich erhielt heute früh die meldung als ich mich einloggen wollte das mein account geschlossen wurde mit der begründung das ich 2 accounts habe was leider nicht der wahrheit entspricht.

ich habe einen nachbarn mit dem ich sehr gut befreundet bin.

wir unterhalten uns regelmässig wie es so läuft und welche spiele gut laufen und welche casinos gut sind aber jeder spielt selbstständig und für sich alleine.

auch er hat einen account bei mr bet und er teilte mir mit das er auch gesperrt wurde bei mr.bet.

wir wurden beide zeitgleich gesperrt.

allerdings hat jeder seine eigene wohnung jeder hat seinen eigenen haushalt und jeder hat sein eigenes internet und wir haben insofern gegen nix verstossen.

wir wohnen beide in einen haus mit 20 eigentumswohnungen

ich habe auch noch eine offene auszahlung bei mr bet von 2560 euro.

es ist nicht meine erste auszahlung bei mr bet und ich spiele dort schon mehr als 9 monate regelmässig ohne das es vorher probleme gab.

ich bin voll verifiziert bei mr bet

Hello wolfram49,

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

I've been playing at mr bet for about 9 months and have been fully verified ever since.

With a 50 percent bonus, I was able to pay out 2560 euros after completing the wager.

until my account was blocked with this open payment.

ich spiele seit circa 9 monaten bei mr bet und bin seitdem vollständig verifiziert.

mit einen 50 protzent bonus konnte ich nach fertigstellung des wagers 2560 euro zur auszahlung bringen.

bis dann mein account gesperrt wurde mit dieser offenen auszahlung.

Could you please advise the exact date of blocking your account?

on the same day as i was banned i opened this complaint at casino guru.

So it must be 5 days ago on 17.8. to have happened

am selben tag als ich gesperrt wurde habe ich noch diese beschwerde bei casino guru eröffnet.

es muss also vor 5 tagen am 17.8. passiert sein

Thank you wolfram49 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

Dear Nick,

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

mr bet told me i had more than 1 casino account which is not true because i don't have any other accounts at mr bet.

i only have 1 account at mrbet.

they don't want to or can't give me proof.

on 19.8. I received another email from mr bet that they want to investigate the case again

I haven't received any further updates from mr bet since then

mr bet hat mir mitgeteilt ich hätte mehr als 1 casino account was aber nicht der wahrheit entspricht denn ich habe keine weiteren accounts bei mr bet.

ich habe nur 1 account bei mrbet.

beweise wollen oder können sie mir nicht liefern.

am 19.8. erhielt ich wieder eine mail von mr bet das sie den fall nochmals untersuchen wollen

seitdem habe ich kein weiteres update mehr von mr bet bekommen

Greetings all,

I am sorry for the delayed reply. From now on, I will assist wolfram49 with his issue.

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 wolfram49,

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?

i need the player id number to file a complaint

Since I can't log into mr bet and the live chat only works when I'm logged in, it's not possible for me to find out this player id number

please give me my player id number

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

da ich mich nicht bei mr bet einloggen kann und der live chat nur im eingeloggten zustand funktioniert ist es für mich nicht möglich diese player id number herauszufinden

ich bitte um die herausgabe meiner player id number

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,

To find out your user ID, you do not have to be logged into your account.

We advise wolfram49 to check any letter from the casino support and the user's ID number will be indicated below.

Best regards,

Mr.Bet Casino team

I have now filed a complaint with CEG

habe nun beschwerde bei CEG eingereicht

Alright, wolfram49, 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?

Dear wolfram49,

Thank you for your previous confirmation about submitting a complaint to the gaming authority. The complaint will be managed according to the information shared in the related complaint (https://casino.guru/mr-bet-casino-the-player-s-account-got-blocked-4) by your friend/colleague.

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 wolfram49,

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, wolfram49, 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