Mr Bet Casino - Аккаунт игрока был закрыт.

Dear Sir/Madam, I recently tried to make a withdrawal at the online casino Mr.Bet. However, now my account is locked because it's allegedly a duplicate account.

Sehr geehrte Damen und Herren ich wollte neulich beim online Casino Mr.Bet Auszahlen. Doch jetzt ist mein Konto gesperrt weil angeblich ein zweites existiert.

Dear maci1705, 

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 understand the whole situation completely.

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 used any VPN or IP-masking software to access the casino website?

Could you please advise if you have passed the KYC verification?

What types of games did you play? Were they slots, live casino games, or did you make bets on sports?

Have you accumulated your winnings with or without an active bonus? 

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

Best regards, 

Veronika

Yes, it could be that my sister made an account. I asked her, but she is underage and won't admit it. I thought so too, because I know a lot about computers because of the IP address.

No, I have never used a VPN.

I wanted to withdraw and was told to verify myself. Up to that point I only had to verify my phone number.

I only played slots.

I converted the bonus money into real money and had about €3000 and a little bonus money. I then carried on playing to convert this bonus money into real money. It worked. At one point I got to €5000. I played my way down to €4000. I wanted to cash out and was blocked.

Ja könnte sein das meine Schwester einen Account gemacht hat. Habe sie gefragt jedoch ist sie minderjährig und gibt es nicht zu. Dies habe ich mir auch schon gedacht da ich mich mit Computern ziemlich auskenne wegen der IP Adresse.

Nein ich habe nie ein VPN verwendet.

Ich wollte Auszahlen dort wurde mir gesagt ich solle mich verifizieren bis zu diesem Zeitpunkt musste ich nur meine Telefonnummer verifizieren.

Ich habe nur Slots gespielt.

Ich habe das Bonusgeld in Echtgeld umgesetzt hatte ca 3000€ und ein wenig Bonusgeld habe dan weiter gespielt um dieses Bonusgeld auch umzusetzen das hat funktioniert war zwischendurch auf 5000€ habe mich auf 4000€ runtergespielt wollte auszahlen und wurde gesperrt.

Oh yes and at that time or that night when I was banned, a friend was with me who was playing on my second PC on his own account. I don't know if it helps, unfortunately I don't know his email but his account name is something with "merlzn"

Ach ja und zu diesem Zeitpunkt bzw in dieser Nacht als ich gesperrt wurde war ein freund bei mir der auf meinem zweiten pc gespielt hat auf seinem eigenen account ich weiß nicht ob es hilft ich weiß seine email leider nicht aber seinen account namen der lautet irgendetwas mit „merlzn"

Thank you for your response.

So, if I understand correctly, it seems that your underage sister may have created an account in the casino, while at the same time, you're certain that your friend, who also has an account, played on your computer. Could you please clarify a few details?

• Were you logged into your casino account at the same time your friend was using your second computer? Or was he playing when you were not logged into your account?
• Is there any chance that you and your friend played the same games or used the same bonuses during his visit?
• Have you previously used this second computer to play at Mr Bet Casino?

This additional information will help us understand the situation better and proceed accordingly.

Thank you again for your cooperation!

Yes, we played at the same time, he on his account and I on mine.

yes, we both played razor shark and I got around 4000€ there.

Yes, he has been there several times and played with me at the same time.

Ja wir haben gleichzeitig gepielt er auf seinem Konto und ich auf meinem.

ja wir haben beide razor shark gespielt dort bin ich auf die 4000€.

Ja er war schon öfter da und hat Gleichzeitig mit mir gespielt.

Thank you for your reply. Has your friend's account been fully and successfully verified? Did your friend take bonuses as well?

Also, have you used your second computer to play in this casino as well? Are there any other devices that both of you used for playing in this casino (mobile phones, tablets, notebooks, computers)?

No, I'm not 100 percent sure anymore, but you have to verify your phone number with Mr.Bet and only when I wanted to withdraw was I told to send in a document, passport, ID card, so I don't think this account is verified. I asked my friend (mer***n) and he said he didn't think he verified himself with an ID either, just with a phone number.

Yes, we both used PCs (I have 2 PCs at home, he often played on his and I on mine), but he also sometimes played on his account and on mine when I was sleeping. I'm also pretty sure that he and I sometimes played on our phones and maybe also on a laptop (I have a laptop that I'm logged into, but I don't know if he played on it too).

Nein ich bin mir nicht mehr zu 100 prozent sicher aber man muss seine telefonnummer verifizieren bei Mr.Bet und erst als ich auszahlen wollte wurde mir gesagt ich solle ein dokument reisepass,Personalausweis einsenden also denke ic nicht das dieses Konto veriferziert ist habe meinen freund gefragt (mer***n) und er sagte er glaube auch nicht das er sich mit einem ausweis sondern nur mit einer Telefonnnummer verifizert hat.

Ja wir beude haben PC benutzt (ich habe 2 pc zuhause er spielete oft auf seinem und ich auf meinem) allerdings hat er auf seinem account auch manchmal auf meinem gespielt wenn ich geshlafen habe. Ich bin mir auch ziemlich sicher das er und ich teilweise auf dem handy möglicherweise auch auf einem laptop gspielt haben(ich habe ienen Laptop bei dem ich angemeldet bin jedoch weiß ich nicht ob er auch drauf gespielt hat).

With the bonus we are both no longer sure whether he used one

Mit dem Boni sind wir uns beide nicht mehr sicher ob er auch einen verwendet hat

Thank you for providing more details. Unfortunately, since you and your friend both used the same devices for playing, it is virtually impossible for us to prove to the casino that it was not just one person managing and playing on two separate accounts.

Having duplicate accounts is strictly against the casino's Terms and Conditions. In such cases, we are unable to assist further unless it can be clearly demonstrated that each player used their own device and account exclusively.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with any other casino in the future.

Best regards,

Veronika