Mr Bet Casino - Igrački nalog je zatvoren bez upozorenja.

The problem is that for the past week or two, I've made several deposits into my account. Then I tried to withdraw $1073, and 48 hours after my withdrawal request, my account was blocked. I received no notification of this—no warning before playing, no warning before they closed my account, and no warning afterward. Yet, in my history, I had already made withdrawals with this account in 2023... I went back to playing in 2026, unaware that I had other accounts, and now my $1073 has been stolen and my winnings are gone. Then I went on live chat without logging in, and they told me my account was closed because I had multiple accounts and that all my winnings were lost... in fact, they stole them from me.

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Dear rufyrider,

Thank you very much for submitting your complaint. I’m sorry to hear about the problem you are experiencing with your account being blocked and your winnings confiscated.

From your description, the casino has closed your account due to suspected multiple accounts, which is a serious allegation and something we need to clarify carefully before proceeding.

To better understand your situation, could you please provide the following details:

• Have you ever created more than one account at this casino in the past, even unintentionally (for example using a different email or login method)?
• Is it possible that someone else (family member, friend, or colleague) may have used the same device or internet connection to access this casino?
• Have you ever used a VPN, shared network, or public WiFi while playing?
• Have you completed KYC verification at any point, either previously or recently?
• Do you have any email communication from the casino explaining the closure or providing further details about the alleged multiple accounts?

Please also note that casinos usually allow only one account per player, and if multiple accounts are detected (even unintentionally), they may restrict or close accounts and confiscate winnings. However, we will need to verify whether this was applied fairly in your case.

If you have any relevant communication (emails, chat transcripts, or screenshots), please feel free to upload them here or forward them to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Dear Petronela,

Thank you for your response and for reviewing my case.

I would like to clarify the situation as accurately as possible:

• Yes, I did create two accounts in the past, but not intentionally to violate any rules. My first account was created in 2023 and used normally, including successful withdrawals.

• In 2024, I created another account using a different email address, as I did not clearly remember having an existing account. After some time, I decided to stop playing and requested the closure of that second account. It was closed at my request, and I was no longer able to access it.

• Since that account was closed and inaccessible, I believed I only had one active account remaining.

• In 2026, I returned to my original account (from 2023), made deposits, and played normally. At no point did I have access to or use multiple accounts simultaneously.

• I did not use any bonuses, and I did not attempt to gain any unfair advantage.

• I have never shared my account, device, or connection with anyone else, and I did not use a VPN.

• I had previously completed withdrawals successfully, which indicates that my account had already been accepted and verified by the casino.

• I have email communication confirming the closure of my second account and the recent closure of my active account after requesting a withdrawal. I can provide these if needed.

Given these facts, I believe this was an honest mistake rather than an intentional violation. The second account was closed long before the events in question, and I had no access to it.

I respectfully believe that confiscating both my winnings and my deposited funds is disproportionate, especially since the casino allowed me to deposit and play without restriction.

I am happy to provide any additional information or evidence required.

Thank you for your time and assistance.

Kind regards,

Mathias G********

Dear Petronela,

Thank you for your reply.

Please find attached the relevant email communications with Mr Bet, including:

- Confirmation of the closure of my second account in 2024

- The casino’s response regarding the closure of my current account

- Their final decision refusing both my winnings and deposited funds

These documents confirm that my second account was closed at my request and was no longer accessible.

I hope this helps clarify my situation further. Please let me know if you need any additional information.

Kind regards, 

Mathias G********

I would also like to refer specifically to clause 3.2.1 of the casino’s Terms and Conditions regarding duplicate accounts.

According to clause 3.2.1, while only one account per player is allowed, it is also stated that in case of duplicate accounts, the casino may choose to keep one account active and transfer the remaining balance from the duplicate account, rather than automatically confiscating all funds.

The clause also mentions that if a player wishes to open a new account, they should contact customer support so that the previous account can be closed.

In my case:

- My second account was already closed at my request in 2024

- I had no access to it anymore and could not log in

- I was only using one account in 2026 (my original account)

Despite this, the casino chose to apply the most severe outcome by confiscating both my winnings and my deposited funds, instead of applying the alternative solutions described in clause 3.2.1.

I believe this application of the rule is inconsistent and disproportionate, especially considering that:

- I did not use multiple accounts simultaneously

- I did not use any bonuses

- I did not gain any unfair advantage

- The casino allowed deposits and gameplay without restriction

For these reasons, I respectfully request that my case be reviewed in light of clause 3.2.1 and that a fairer resolution be considered.

I would like to clarify an important point regarding my second account.

In 2024, I contacted the casino and explicitly requested the permanent closure of that account. This can be clearly seen in my email, where I specifically asked for the account to be closed permanently.

However, I never received any confirmation or response from the casino regarding this request.

After that, I was no longer able to log in or access the account, which reinforced my understanding that the account had been closed or permanently deactivated.

At no point did I attempt to access or use that account again, and I had no intention of maintaining multiple accounts.

If the account was only internally blocked and not fully closed, this was never communicated to me, and I had no way of knowing this.

Therefore, I acted in good faith, based on my explicit closure request and the fact that I no longer had access to the account.

Dear Petronela,

I would like to clarify the full timeline of my situation as clearly as possible.

In 2023, I created my first account and used it normally, including successful withdrawals.

In 2024, I created a second account using a different email address, as I did not clearly remember that I already had an existing account. I used this second account for a short period.

After that, I decided to stop playing and contacted the casino to request the permanent closure of this second account. In my message, I clearly stated that I wanted the account to be closed permanently due to gambling-related concerns.

The casino responded by applying a temporary limitation instead of permanently closing the account. I then replied again, clearly insisting that I wanted the account to be closed permanently. However, I never received any further response or confirmation, and I was no longer able to access that account.

This is an important point: despite clearly stating that I had gambling-related concerns and requesting a permanent closure, no proper action was taken to fully close or permanently restrict my account.

I would also like to clarify that when I requested account closure in 2024 due to gambling-related concerns, my intention was to stop playing entirely, not just to close a specific account. At that time, I was not fully aware that I had more than one account, and I relied on the casino to properly handle my request. No additional checks or measures were taken to identify or restrict any other account that may have been associated with me.

Based on this, I believed that the situation had been resolved and that I no longer had access to that account.

In 2026, I returned to the casino and logged into my original account from 2023. I was able to deposit funds and play without any restriction or warning, despite my previous request for permanent closure due to gambling concerns.

At no point did I use or have access to more than one account simultaneously.

After winning $1,073 and requesting a withdrawal, my account was suddenly closed due to "multiple accounts."

I understand that two accounts existed at some point in the past. However:

- This was not intentional

- I never used both accounts at the same time

- I explicitly requested the permanent closure of the second account

- I had no access to that account afterward

- I did not use any bonuses or gain any unfair advantage

Additionally, the casino allowed me to deposit and play in 2026 without any restriction, even though I had previously expressed gambling-related concerns and requested full account closure. The rule was only enforced at the moment of withdrawal.

I would also like to refer to clause 3.2.1 of the casino’s Terms and Conditions, which states that in cases of duplicate accounts, the casino may choose to keep one account active or transfer the remaining balance, rather than automatically confiscating all funds. In my case, this option was not applied.

For these reasons, I believe this situation resulted from an honest mistake, combined with a failure to properly process my account closure request, and that the decision to confiscate both my winnings and deposited funds is disproportionate and inconsistent with the casino’s own Terms.

Thank you for your time and consideration.

Kind regards, 

Mathias G******

Dear Petronela,

I hope you are well. I noticed the response timer has expired, so I just wanted to kindly follow up regarding the status of my complaint.

Please let me know if any further information is needed from my side.

Thank you for your time and assistance.

Kind regards, 

Mathias G******

Hi rufyrider,

First of all, please accept my sincere apologies for the delayed reply, and thank you very much for your patience as well as for providing such a detailed explanation and supporting documents.

I truly appreciate the time and effort you have put into clarifying the full timeline of events. The information regarding your previous account closure request in 2024, especially in relation to gambling-related concerns, is particularly important and has been carefully noted.

Before we proceed further with the assessment of your case, I would like to kindly clarify a few key points:

• Could you please confirm whether the account you requested to be permanently closed due to a gambling problem in 2024 was fully verified (KYC completed)?
• Additionally, can you confirm whether both of your accounts (the one from 2023 and the one created in 2024) were registered under the same personal details (such as name, date of birth, address, etc.)?

These details are very important for us to better understand how the accounts were linked from the casino’s perspective and whether the situation could have been identified and handled differently on their side.

Thank you.

Dear Petronela,

Thank you for your reply.

To clarify:

1. Regarding the account I requested to be permanently closed in 2024 due to gambling-related concerns, I do not clearly remember whether full KYC verification had been completed on that specific account.

2. I had previously used the casino normally and I remember having successful withdrawals in the past. If I remember correctly, withdrawals may have been processed on both accounts, although I am not completely certain and do not wish to provide inaccurate information.

3. As far as I remember, both accounts were registered using my real personal details, including my name and personal information. I did not attempt to hide my identity or use false information.

For this reason, I believe the casino was in a position to identify the connection between the accounts and could have handled the matter earlier, rather than allowing deposits and gameplay and only taking action once I requested a withdrawal.

Please let me know if any further clarification is needed.

Kind regards, 

Mathias G******

Hi rufyrider,

Thank you very much for your reply and for clarifying these details.

If both accounts were registered using the same personal information, then ideally the casino should have been able to identify the connection between them earlier and take appropriate action already back in 2024, particularly after your request to close the second account due to a gambling problem. Unfortunately, at this point, we can only speculate as to why this was not done on their side.

To better understand the overall impact of the situation, I would like to ask you one additional question:

• Could you please confirm how many deposits you made into your original account (from 2023) after the second account was closed in 2024?

This information will help us assess whether the account remained active and used over a longer period without any intervention from the casino, which may be relevant for the fairness of their decision.

Thank you in advance for your reply.

Dear Petronela,

Thank you for your reply.

To be fully honest, I do not clearly remember whether I made any deposits into my original 2023 account between 2024 and 2026, so I do not want to provide inaccurate information.

What I can confirm with certainty is that in 2026, I returned to my original account and made approximately seven deposits totaling around CAD 760.

These deposits were accepted by the casino, and I was able to play normally without any restriction or warning until I requested a withdrawal.

This is why I believed the previous situation had already been resolved.

Please let me know if any further clarification is needed.

Kind regards, 

Mathias G******

Dear rufyrider,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Munya (munya.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Dear rufyrider,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Mr Bet Casino to join this conversation and assist in addressing the complaint.

Dear Mr Bet Casino,

Could you please provide your comments regarding this situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Dear Munya,

We would like to inform that the account has been blocked in accordance with clause 3.1.2 of our Terms and Conditions: You are permitted to have only one Member Account. If You attempt to open more than one Member Account, any additional betting accounts You try to open will be blocked or closed, and any bets or winnings from those accounts may be voided at the discretion of the casino administration.

We would like to emphasize that all members are required to review and accept the Terms and Conditions prior to account registration.

Please also note that the second account associated with the same customer was identified and blocked promptly after being detected.

Kind regards,

Mr Bet Team

Mr Bet Casino

Thank you for your prompt response and for providing your clarification. I completely agree that it is essential for players to understand the Terms and Conditions and to adhere to them. However, I feel it is important to address some conflicting information regarding the management of the second account. Could you please refer to the email sent by the player on June 27, 2024, and clarify whether the second account was closed at the player's request or if it was automatically detected and blocked on your end? Your assistance with this matter would be greatly appreciated.

Dear Munya,

As for the second account, the customer requested its closure via live chat with our customer support representative on June 27, 2024. On the same day, our representative followed up by email to clarify the reason for the account closure. The customer responded that the decision was due to issues related to gambling. On the morning of June 28, 2024, the account was duly blocked, and a confirmation email regarding the account closure was promptly sent to the customer by our customer support team.

Kind regards,

Mr Bet Team

Mr Bet Casino

Thank you very much for your prompt response and for confirming that the second account was closed at the player's request on 27 June 2024, followed by the subsequent closure on 28 June 2024. I would like to respectfully ask for your reconsideration regarding the decision to close the player's original account and to confiscate their winnings based on the following points:

1. The player has admitted to opening two accounts, which demonstrates a level of honesty.
2. The second account was indeed closed at the player's request.
3. At the time of the player's deposits and gameplay in 2026, the second account had been closed for nearly two years, as you have confirmed.
4. The player did not utilize the accounts to claim any bonuses and therefore cannot be categorized as a bonus abuser or hunter.

I am raising these points in light of our commitment to fair gambling practices, as outlined in the Fair Gambling Codex provided by Casino Guru. This guide details our approach to the issue of multiple account opening, and I encourage you to review it by following this link;https://casino.guru/guide/fair-gambling-codex-for-casinos#duplicate-accounts

I look forward to your comments. Your cooperation is greatly appreciated.

Dear Munya,

We have sent you an email with additional details regarding the case. Please take a look at your convenience.

Best regards,

Mr Bet Team

Mr Bet Casino

Thank you for your email. I have provided a response, and I would sincerely appreciate your feedback on my reply.

rufyrider

I will provide you with an update once my ongoing discussion with the casino through email has concluded. Thank you for your understanding and patience during this process.