Mr Bet Casino - A conta do jogador foi encerrada.

Dear All,

I am filing a complaint against Mr Bet casino for closing my account and withholding my funds.

I had approximately $160,000 CLP in my account. The casino stated that they closed my account due to alleged multiple accounts, which is incorrect. I haven't created more than one account; I only changed my phone number, always keeping the same email address associated with it.

Despite this, the casino closed my account and withdrew the funds, stating that they cannot be returned.

I respectfully request that my case be reviewed and that I be allowed to withdraw the money I had in my account.

I have attached the email sent by the casino as evidence.

Sincerely

Estimados,

Presento un reclamo contra el casino Mr Bet por el cierre de mi cuenta y la retención de mis fondos.

En mi cuenta tenía aproximadamente $160.000 CLP. El casino indicó que cerró mi cuenta por supuestas múltiples cuentas, lo cual no es correcto. Yo no he creado más de una cuenta; solo cambié mi número de teléfono, manteniendo siempre el mismo correo electrónico asociado.

A pesar de esto, el casino cerró mi cuenta y retiró los fondos indicando que no pueden ser devueltos.

Solicito respetuosamente que se revise mi caso y se me permita retirar el dinero que tenía en mi cuenta.

Adjunto el correo enviado por el casino como evidencia.

Atentamente

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Hello,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Do I understand correctly that you changed the phone number in your player profile while your account was active?
• Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

I focused on playing slot machines and I won

Me centre en el juego de tragamonedas hay gane

Why didn't they block my other account, but they blocked the one where I had money and which was more active, since the other one hadn't been used since 2024?

Porque no me bloquearon la otrq cuenta y me bloquearon la cuenta donde tenia dinero y era cuenta mas activa ya que la otra no se utilizaba desde el 2024

Thank you for your prompt response, Huju. I would greatly appreciate it if you could provide clarification on the reasons behind the creation of a second account. Were you given permission by the casino to do so? Additionally, could you please inform me of the date when you registered this second account? Thank you for your cooperation.

I registered this account in 2024 and they never gave me any trouble, but now they saw money I had earned and immediately blocked my most active account, even though the other account wasn't active.

Esta cuenta la registre el 2024 y nunca me isieron problema pero ahora me vieron plata q habia Ganado y me bloquiaron altiro la cuenta mas activa siendo q la otra cuenta no era activa

Huju, please note that opening multiple accounts is prohibited in most online casinos. Consequences for breaching the rules about multiple accounts range from account closures to balance confiscation. I checked the General T&Cs, and I found this:

3.2.1. You are permitted to maintain only one account on this website, registered in Your own name. Any additional accounts in Your name on this Website will be regarded as duplicate accounts and will be immediately closed. The Company may, at its discretion, void all bets placed through duplicate accounts. If the Company opts to keep one account active, it will be the first account that You opened. Any remaining deposits in the duplicate accounts, minus reasonable charges, will be transferred to Your first account. Any returns, winnings, or bonuses gained or accrued in your duplicate account will be forfeited. Should you wish to open another account, please contact our Customer Support. Upon opening a new account, the previous one will be closed. If you wish to close your existing account, please contact our Customer Support. It is your responsibility to keep your account details up-to-date.

and

9.1.2. Only one account is allowed per person. Winnings may not be collected on accounts opened under false names or on multiple accounts opened by the same person;

We recommend that you strictly open only one account in any online casino you play at to avoid similar issues.

Since the rules of the casino were breached in a manner where we cannot assist you anymore, the complaint will now be closed. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.