Mr Bet Casino - A conta do jogador foi bloqueada.

Hello linifeeee,

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 who did create his account as first? Did you both claim any bonuses in the casino? Did you both use your own payment method to deposit there?

Looking forward to your answer.

Regards,

Nick

Hello Nick,

Thank you for your answer.

My partner created their account first. It's been a few years.

No bonuses were used on the win in question and I have not claimed any.

And everyone used their own accounts as a payment method.

Love from

lina

Hallo Nick,

danke für deine Antwort.

Mein Partner hat sein Konto zuerst erstellt. Dies ist schon einige Jahr her.

Bei dem Gewinn um den es geht wurden keine Boni genutzt und ich habe bisher auch keine beansprucht.

Und jeder hat seine eigenen Konten als Zahlungsmethode genutzt.

Lieben Gruß

Lina

Thank you linifeeee 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

Thanks! 🙂

Danke! 🙂

Hello, Lina,

I am sorry to hear about your problem. From now on, I will assist you with your issue. However, allow me please ask you a few questions to clarify the situation before I invite the casino to the thread.

You mentioned that you did not play with bonuses. What types of games did you and your partner play in the casino most often? Did you play also Live Casino games or any other Multiplayer games? Sports betting? Did you and your partner play any games at the same time/together? What type of games did you get most of your winnings from?

Hello Branislav,

Thank you for your answer. I'm happy to answer your questions.

1. So far I've only played slots and so has my partner.
2. Live casino, multiplayer or sports betting so far not at all.
3. No, we didn't play together or at the same time.
4. To be honest I've only played 3 or 4 times so far and only won this one time. I think the slot was called "Gates of Olympus" or something like that. My partner says he enjoys playing Temple Tumble if that's relevant.

Thanks for the support and kind regards

lina

Hallo Branislav,

danke für deine Antwort. Gerne beantworte ich dir die Fragen.

1. Also bisher habe ich nur Slots gespielt und mein Partner ebenfalls.
2. Live Casino, Multiplayer oder Sportwetten bisher noch gar nicht.
3. Nein, wir haben nicht gemeinsam oder gleichzeitig gespielt.
4. Ich habe ehrlich gesagt bisher nur 3 oder 4 Mal gespielt und dabei nur dieses eine Mal gewonnen. Ich glaube, der Slot hieß "Gates of Olympus" oder so ähnlich. Mein Partner erzählt, er spielt gerne "Temple Tumble", falls das relevant sein sollte.

Danke für die Unterstützung und lieben Gruß

Lina

Greetings, Lina,

I apologize for the delayed reply and thank you for the answers.

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? What next steps should the player take to get her 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.

Thank you Branislav,

could you make my first message private? There are my partner's e-mail addresses, which contain our full names. I would have liked to have protected them.

That would be nice.

Thank you for your efforts and kind regards

lina

Vielen Dank Branislav,

könntest du meine erste Nachricht so einstellen, dass sie nicht öffentlich einzusehen ist? Dort stehen die E-Mail Adressen meines Partners, in denen unsere vollständigen Namen enthalten sind. Ich hätte diese gerne geschützt.

Das wäre sehr nett.

Danke für deine Bemühungen und lieben Gruß

Lina

Sure, I noticed it and marked it as private before I post my previous message.

Thank you ☺️

Danke ☺️

Dear Branislav,

Please check the last letter from us in the mailbox in which we sent evidence of a violation according to the clause 9.1.2.

If additional information is required, please let us know.

Best regards,

Mr.Bet Casino team

Dear Mister Bet

I would love to see that evidence too.

Please send them to lina_noack@web.de as well

Thank you & kind regards.

Sehr geehrter Herr Mister Bet

ich würde diese Beweise auch sehr gerne einmal sehen.

Bitte übermitteln Sie sie ebenfalls an lina_noack@web.de

Merci & Kind regards.

Greetings all,

Lina, I think it will not be possible to share any evidence with you. If we are talking about more than one account and another account contains personal details belonging to another person, we cannot share them with you.

Dear Mr Bet Casino Team,

Thank you for all the sent data. Could you please see my last email regarding this case and provide me with the requested additional information and data?

Dear Branislav,

I can understand that.

The only evidence can really only be that my friend and I have played via the same IP or at most once via the same device, which, however, does not violate the accusation according to Section 9.1.2 😅

Since my partner has been verified for a long time, I would also just like to simply identify myself, so that the accusation would ultimately be invalid.

Still, thank you for trying so hard for me 🙏🏼

Lieber Branislav,

das kann ich nachvollziehen.

Die einzigen Beweise können auch wirklich nur sein, dass mein Freund und ich über die selbe IP oder höchstens mal über das selbe Gerät gespielt haben, was jedoch beides nicht gegen die Anschuldigung gemäß Ziffer 9.1.2 verstößt 😅

Da mein Partner schon lange verifiziert ist, würde ich mich auch einfach gerne einfach ausweisen, damit wäre die Anschuldigung doch schlussendlich hinfällig.

Dennoch vielen Dank, dass du dich so für mich bemühst 🙏🏼

Dear Branislav,

We have responded to your letter with questions and kindly ask you to consider them.

If you need more information please let us know.

Best regards,

Mr.Bet Casino team

Greetings all,

I am sorry for the delayed reply.

Currently, I am waiting for additional information from the casino via email.

Thank you for your understanding and patience.

OK.

Love from

Ok.

Lieben Gruß

Dear Branislav,

We kindly ask you to check our recent answer regarding this case.

If you need any additional information please let us know!

Best regards,

Mr.Bet Casino team

Dear Mr Bet Casino,

Thank you for your email and I am sorry for the delayed reply.

Was the player able to pass the verification? Was she allowed to do the KYC?

If we are talking about the second opened account by one person, what an (unfair) advantage would she obtain by playing in this way, please? Was any bonus used in this account? If yes, what bonus?

Dear Branislav,

thank you so much for your commitment 🙏🏼

Unfortunately, the casino has not yet contacted me.

With the possibility of verification, the whole process could be shortened or ended here. ☺️ Maybe it will work now.

Love from

Lieber Branislav,

danke dir so sehr für dein Engagement 🙏🏼

Leider ist das Casino bisher noch nicht auf mich zugekommen.

Durch die Möglichkeit einer Verifizierung könnte der ganze Prozess hier verkürzt bzw. beendet werden. ☺️ Vielleicht klappt es nun.

Lieben Gruß

Dear All,

The user did not use bonuses and we do not see any point for the user passing KYC, due to the fact that in this case, according to the statistics of the devices used, as well as game patterns, we are talking about identity theft.

Based on a violation of our T&Cs, we do not plan to maintain such an account.

We ask the user to contact our support service to discuss a refund.

Also, based on everything previously stated, there will be no unblocking of the account.

Best regards,

Mr.Bet Casino team

Hi. I still haven't violated 9.1.2, but I don't seem to be given a way to verify my identity.

Unfortunately a rip off. Well 😕

The following email just reached me:

Hello Lina,

Hope you are fine!

I am writing to you regarding your account.

Please note that we have reviewed your case with the relevant department. It has been confirmed that your account is permanently banned and cannot be reopened due to a violation. We kindly ask you to contact us via email registered with MrBet account or chat to refund the deposits made on the site.

We are looking forward to hearing from you.

If you have any other questions, you can always contact us. We are there for you around the clock.

Kind regards,

Gaming club manager, Mary

Love from

lina

Hallo. Ich habe zwar immer noch nicht gegen 9.1.2 verstoßen, jedoch wird mir anscheinend keine Möglichkeit gegeben, meine Identität zu verifizieren.

Leider doch Abzocke. Nunja 😕

Folgende Mail erreichte mich eben:

Hallo Lina,

Hoffe es geht Ihnen gut!  

Ich schreibe Ihnen bezüglich Ihres Konto. 

Bitte beachten Sie, dass wir Ihren Fall mit der zuständigen Abteilung überprüft haben. Es wurde bestätigt, dass Ihr Konto dauerhaft gesperrt ist und aufgrund eines Verstoßes nicht wieder geöffnet werden kann. Wir bitten Sie, uns per E-Mail zu kontaktieren, die mit dem MrBet Konto oder Chat registriert ist, um die auf der Website getätigten Einzahlungen zurückzuerstatten.

Wir freuen uns darauf, von Ihnen zu hören.

Wenn Sie weitere Fragen haben, können Sie sich jederzeit an uns wenden. Wir sind rund um die Uhr für Sie da.

Mit freundlichen Grüßen,

Manager des Spieleclubs, Mary

Lieben Gruß

Lina

Hi Branislav,

MrBet just got in touch and my account was opened for a refund of €223.

That doesn't correspond to the sum of the profit, but still 🙃

I'll get back to you as soon as the payment has been successful.

Kind regards and thank you for your effort✨

lina

Hi Branislav,

eben hat sich MrBet gemeldet und mein Konto wurde für eine Rückzahlung von 223€ geöffnet.

Das entspricht zwar nicht der Summe des Gewinns, aber immerhin 🙃

Ich melde mich wieder, sobald die Auszahlung gelungen ist.

Lieben Gruß und danke für deine Mühe✨

Lina

Hello, Lina,

Great news! At this point, I sincerely believe it should only be a matter of time before the payment comes to you if it has not yet.

I will keep this complaint open until your confirmation regarding a successful refund, or an update. Please, let us know as soon as you receive the payment.

Although you will receive your deposits and you will be then at the same point as before you started playing in the casino, I am afraid we cannot close this complaint as successfully resolved if you insist on returning the confiscated winnings. Based on the data provided by the casino, we are unable to fully investigate the case and confirm or deny the correctness of the casino's decision. Unfortunately, the casino is not willing to provide us with any additional details anymore. So, it would be necessary to submit a complaint directly to the gaming authority.

Therefore, allow me to ask you a question.

Once the refund is processed, can we consider your complaint resolved, or would you like to file a complaint with the regulator and try to get the confiscated winnings?

Hi Branislav,

the refund was received today 🙂

Funnily enough, I verified my account as Lina N. with a bank statement showing my address and name - yet Mr. Bet stops at 9.1.2. stuck, blocked the account again and won't let me do the KYC.

But to be honest, I'm tired of delving further into the casino.

So we're happy to close the case.

Thank you very much for everything!

lina

Hi Branislav,

die Rückzahlung ist heute eingegangen 🙂

Witzigerweise habe ich mein Konto als Lina N. mit einem Kontoauszug mit Anschrift und Namen verifiziert - dennoch hält Mr. Bet an 9.1.2. fest, hat das Konto erneut gesperrt und lässt mich nicht den KYC machen.

Aber ehrlich gesagt bin ich müde, mich noch weiter mit dem Casino auseinanderzusetzen.

Von daher können wir den Fall gerne schließen.

Vielen vielen Dank für alles!

Lina

Alright, I understand. However, I am very glad you have already received the refund.

Thank you, Lina, for confirmation and for using the Casino Guru complaint resolution centre. Based on the provided information, we consider the issue resolved, and we will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thank you, Mr Bet Casino Team, for your cooperation.

Best regards,

Branislav, Casino.guru