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I have only just opened up this account with mr bet casino on 28/02/23 i have also deposited quite a bit of money into that account and played it almost down to nothing then they rewarded me with a cashback bonus of $3,400 which i played through the wagering requirements they were asking of $19,000.i then managed to win my balance back upto $7,000 and requested a withdraw of my balance.they then put it into a pending status which i then ended up spending another $2,000 of that balance as it still said was a pending withdraw and i had to wait for their team member to send me an email requesting of my i.d and documents for verification purposes.they still didnt send me that email link but instead when i attempted to log into my mr bet account to go to the livechat i wasnt able to log into my account which they advised me has bern blocked and my account has now been closed due to them claiming that i have another mr bet account which i deffinatly do not have and i have asked the mr bet support manager for verification of their claim but they are not sending me any proof instead saying my winnings of $5,000 that i have in my account is now voided but i havent broken any rules.can anybody please help me to resolve this issue so i can get my winnings deposited into my bank account as have been patintly waiting on

Hello yakinazzzz,

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 when did you register into the casino? Did you claim any bonus in the casino? How much was your exact balance when your account got closed? When was the last time you spoke to the casino and what was it about? Did they send you any kind of evidence of having multiple accounts?

Looking forward to your answer.

Regards,

Nick

Hi nick this is yakina here,thankyou for replying back to me.this is very frustrating for me as i honestly havent broken any rules with mr bet casino as they are claiming.i only joined up with mr bet casino on the 28/02/23 at 2.05pm.i came acrosd their website through the dashboard on my skrill account and had seen mr bet casino offering a good welcome bonus of 400%for joining up so i did and now i honestly wish i never did!i played through all the wagering requirements etc i then deposited $6,000from my skrill account into mr bet casino.i ended up spending that balance down then they offered me a cashback bonus of $3,400 which was in form of bonus money and the wagering requirements was that i had to make bets of $19,000 until it would become real money which i also did abide by there rules.i then had a balance of $7,000 which put a withdraw request through then they said it was put in a pending status and that i would soon receive an email asking me to upload my i.d and documents for the verification of my account which was their rules so i could withdraw that money.i still received no email and i then ended up playing the balance down to $5,000 and then requested a withdraw once again which they said the same thing to me that had to wait for email back which never came.i then tried to log into my account and found wasnt able to so i managed to talk to one of their live chat team members whose name was mark who advised me that my account is blocked and had been closed also my $5,000 balance taken away due to violation of their rules they claim i have another account with mr bet casino which i deffinantly do not have.i have asked the support managers to send me verification of this but they came back and stated that they reserve the right not to disclose me any information and that they would be happy to help me find my active account they claim i have which i dont.please are you able to help me nick?

Hi this is yakina here again.i have some screenshots from my email account of my withdraw transaction from mr bet casino how do i send them through to you guys please?

Hi nick its yakina here again,not sure if this is the right page to contact you on or?just wanted to let you know that i found out some information yesterday regarding my account.my son lewis came to visit me yesterday who i havent seen for a while and he was wondering why i was looking stressed and upset,well i explained the situation to him and he then tells me that he opened up a mr bet account about a year or two ago and had used my name,and details so he could play some freespins bonus they were offering.he says he cant remember the email address he used to open it or what the password may be.i had no knowledge of this at all and am now rather mad with him as this is why mr bet casino had blocked me.but i havent broken any rules at all as wasnt awear of this other account which is not mine.what can i do please

Hi i have some screenshots of the email replies back from mr bet casino plus some other pages i think will be helpfull towards my case but how do i upload them to you please?

I would like to ask Mr Bet Casino to join us to help us resolve the issue.

Is it possible to clarify when was the player's account created (the new and the old one) and if there's been any other activity on both of them which would be considered as an unfair advantage?

Dear Nick,

Soon we'll provide you with supportive evidence for our decision to block yakinazzzz account according to our T&C 3.1.2.

Thank you in advance for your patience!

Best regards,

Mr.Bet Casino team

Hi nick as i kept saying to the mr bet casino that i only opened my account with them on the 28/02/23 i am an honest person as they can see on my account they blocked that i stuck to all the rules and played out my wagering requirements etc.i kept emailing them asking how i was able to upload my i.d etc for verification but a lady named cindy replyed back that they didnt require any from me.i have screenshots of all of mr bets email replies.as i recently foundout that therr is another mr bet account which is in my name but i never opened it up.my son came over to visit me last week and wonderd why i look very upset and i explained to him what has happened and then he told me sorry mum its my fault that he actualy opened up a mr bet accou t under my name etc a year or two ago to play some freespins bonus they were offering.i do not even know the email address or password he used but i asked him to try sign into that account the otherday which he did and i had a look at the deposit transactions etc and therr is 5 different visa card deposits which are deffenitly not mine.i only have a anz debit visa account and almost everytime iv used paysafe vouchers or my skrill account.i took a screenshot of all those visa deposits from the mr bet account that they claim to be mine but it honestly isint.what can i do about this nick?my son illegealy used my details to open that other account

Hi nick as you were just asking mr bet casino the question of has there been any activity on either accounts and the answer is that there has only been activity on my only account that i opened up on the 28/02/23 as they can see that the other account they say is mine which was fraudualy opened up by my son without my permission well mr bet can see there has been no activity at all on that account and according to their rules its classed as an inactive account or dormant account as they can see there been no activity for over 12 months so by rights they should have closed that account by now but instead they went and closed up the account which i opened up just recently myself and have deposited and spent alot of money through it just for them to just steal my money away from me its not fair at all

Hi is there any reply back from mr bet casino?as they were supoosed to send evidence of another account

No answer came yet from the casino.

Dear Mr Bet Casino,

Can you please forward the evidence to nikolas.b@casino.guru?

Hi Nick thanks for replying back.This is rather stressfull that they are allowed to do this to me!whats funny is they said they would send through the evidence of the other account which they claim to be mine but i never opened it as i kept telling them i only just found out that my son had opened a account and used my details un knowingly to me which im very mad with him for doing this.was about a year or two ago and it hasnt been used so according to their rules wernt they supposed to check up on that and close that account as their rules state that an account which hasnt been used for 12months or more is classed as a i active or dormant account and it shouldve been closed but instead they go and close my only account which i only had just opened with them and they have stolen my money from me!please do i have any leg to stand on here nick or have they already won?

Hi nick how are you?what if mr bet casino dosnt reply back?is there anything i can do about that?i think its criminal that they csn just steal my money from me like this when iv done nothing wrong

Hello Nick,

We've sent you an email with additional information regarding the user's violation.

Thank you in advance for your consideration!

Best regards,

Mr.Bet Casino team

Hi nick seems mr bet has sent you some evidence claiming i violated the rules when i havent.that other account which was illeagly opened in my name by my son which has been inactive for over 12months and shouldve been closed according to their rules.so havnt they violated their own rules here or?

Hi nick did the mr bet casino send you through their evidence of me having violated their rules etc?Do you think that i have any leg to stand on here or should i just try and forget about all of that money i was lucky to have won just for mr bet to just come and steal it away from me like that!

Hello yakinazzzz,

We have received a clear evidence of account multiplicity as both were under your name and both used bonuses.

Please note that it is strictly against the casino terms to own more than one account.

The casino also informed us that one of your account will remain open so you can continue playing. As per any balance you had it is up to the casino whether they pay out anything from it but from our point of view they are not obligate to do as you breached their terms.

The complaint will be now closed.

Best regards,

Nick