Mr Bet Casino - プレイヤーのアカウントがブロックされました。

3 days ago I won $300,000 I made the withdrawal and I've been waiting and today magically I can't access it, it says that my account was blocked and it doesn't send me a verification code to recover it. I need to know what to do in this case since I want my money when I did I deposited it there was no problem and now that I want to withdraw what I earn a thousand obstacles

Hace 3 dias me gane $300000 hice el retiro y eh estado esperando y hoy mágicamente no puedo acceder me sale que me bloquearon mi cuenta y no me envía un codigo de verificacion para poder recuperarla necesito saber que hacer en este ya que quiero mi dinero cuando hice lo depositos había ningun problema y ahora que quiero retirar lo que gane mil trabas

Dear evevergaraviraa,

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. Have you made any successful withdrawals before? Could you please advise if you passed the KYC verification before the casino blocked you?

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,

Kristina

Good evening, the first time I have won, you have never made a withdrawal before at 6 am, I received an email saying successful data verification since I had not uploaded the ID photo and bank details before, I completed them only when asked to make the withdrawal accumulate without bonus since it was my fourth deposit

Buenas noches primera vez que gano nunca antes habis echo un retiro a las 6 am me llego un correo diciendo verificacion de datos exitosa ya que no habia subido antes la foto de carnet y datos bancarios las complete solo cuando me las pidio para hacer el retiro las acomule sin bono ya que era mi cuarto deposito

I have sent emails and there are no responses from mr bet and to think that I recommended the game to many people

Eh enviado correos y no hay respuestas de parte de mr bet y pensar que recomendé a muchas personas el juego

Hello, will I have an answer???

Holaaaaaa tendré alguna respuesta ???

Thank you for your reply, evevergaraviraa. Do I understand correctly that you have not received any explanation from the casino regarding the blocked account? If there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

I have not received an answer yet and the money has not arrived either

No eh recibido respuesta aun y el dinero tampoco ah llegado

Thank you very much, evevergaraviraa, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi evevergaraviraa,

I've just reviewed your case and am sorry to hear about your struggles with the block of your account. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Mr Bet Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what are the reasons to block the player's account? Have you received all the documents from the player that are required for account verification?

I'm looking forward to hearing from you.

Kind regards,

Natalia

Thank you so much

Muchas gracias

Dear Natalia,

The player's account was blocked because of the violation of our terms and conditions clause 3.2.1.

3.2.1. You may have the one and only account on this website, registered in your own name. Any other accounts in your name on this Website will be considered Duplicate and will be closed immediately.

The account was closed and the winnings were written off accordingly.

Best regards,

Mr.Bet Casino

The second account is created for me later to be able to send the message So it's impossible

La segunda cuenta me la cree despues para poder enviar el mensaje Asique es imposible

Dear Mr Bet Casino, thank you for the response. Could you please send any supporting evidence to my email address natalia.b@casino.guru?

Dear evevergaraviraa, would you please specify if you opened another account at Mr Bet after your first account was blocked because you wanted to contact the support regarding the previous account?

Regards,

Natalia

Yes, I can, in fact, I have the emails where it appears that on May 2 I created my account after the other one was blocked. Is there any option here to send photos?

Si puedo de echo tengo los correos dondeñ aparece que el 2 de mayo me cree la cuenta despues de haber sido bloqueada la otra hay alguna opcion por aqui para enviar fotos?

Dear evevergaraviraa, please feel free to send me these photos to email natalia.b@casino.guru or you can attach them here in your reply as well via the special icon:

I just sent the photos to your email

Le acabo de enviar las fotos a su correo

Dear evevergaraviraa, thank you, I've received your email.

Anyway, we will need more information from the casino. Since Mr Bet claims, that you had created any accounts before the one we have been dealing with in this complaint, we'd like to see any evidence confirming these statements from Mr Bet.

Dear Natalia,

We will send supporting evidence that the user has a multi-account as soon as we receive information from the responsible department.

Unfortunately, this may require additional time.

Thank you very much in advance for your understanding and your patience!

Dear Mr Bet Casino, thank you for the reply. I'll set the timer for you for another 7 days, I hope that we'll hear some more information from you during this timeframe.

Best regards,

Natalia

Dear Natalia,

We greatly appreciate your team granting us an extension of seven days to gather all the necessary information regarding the user's case.

We are pleased to inform you that we have already sent a letter to your team, along with the supportive evidence, that sheds light on the user's violation of our service's terms and conditions.

Should you require any further updates or have any additional queries, please do not hesitate to reach out to us.

Best regards,

Mr.Bet Casino team

Dear Mr.Bet Casino team, thank you, I have received the email from you.

Dear evevergaraviraa, we have received an email from the casino with proof that you already registered an account in 2021 with another email address but the same name, date of birth, and IP address and took a welcome bonus then. And the last time you logged in using that account was on 2.5.23. so it seems you haven't simply forgotten about its existence. Unfortunately, it is forbidden to create multiple accounts and take advantage of welcome bonuses in all online casinos. Since it's a clear violation of the terms from your side, we cannot resolve this complaint in your favor, so it will be now 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 this or any other casino in the future.

Regards,

Natalia