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Hello, my name is Francisca and *** 1 year in the casino, I always made deposits to play, I never won any problem with that, it was on May 12 at 7:00 a.m., the morning I had made two deposits to my account and the second deposit I won a number of 500,000 clp chile for the app once I wanted to withdraw my winnings they blocked my account and my winnings and my deposits the mr.bet casino kept everything for the sole fact of winning and cashing in they scammed me and I could not communicate because they do not reply I leave you my email that they blocked me and they don't want to return my money that was stolen by the casino mr.bet gon***56o@gmail.com and my cell phone number so that they can contact me +56***62

Hola me llamo francisca y*** 1año en el casino siempre asia depositos para jugar nunca ganaba nungun problema con eso oero el dia 12 de mayo a las 7:00 horas devla mañana abia hecho dos depositos a mi cuenta ybalbsegundo deoosito gane una sifra de 500.000 clp chile por la app una vez que quise retirar mis ganancias me bolquean mi cuenta y mi ganancia y mis depositos el casino mr.bet se quedo con todo por solo hecho de ganar y cibrar me estafaron y no e podido comunicarme poe que no respinden les dejo mi correo que me boloquiaron y no quieren debolberme mu dunero que fue robadi por el casino mr.bet gon***56o@gmail.com y mi numero de celu para que se comuniquen conmigo +56***62

Dear Francisca,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you accumulated your winnings with or without an active bonus?

Do I understand correctly that you have not received any explanation from the casino regarding this situation? If there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here.

Looking forward to hearing from you.

Best regards,

Kristina

Hello, I'm Francisca, I've been playing for a year at the casino mr.bet, I only made deposits and no problem with my husband's cell phone and card, being the cell phone I had his account and mine yesterday after a year making deposits, yesterday I wanted making a withdrawal of my profit was the first time and the casino saw and blocked me, leaving all my deposits and my profit

Hola soy francisca ase un año estoy jugando en el casino mr.bet solo abia echo puros depósitos y ningún problema con el celular y tarjeta de mi marido siendo el celular tenia la cuenta de el y la mía ayer después de un año asiendo depósitos ayer quise aser un retiro de mi ganancia era primera vez y el casino vio y me blokio dejándose todos mis depósitos y mi ganancia

And I'm surprised because in the year I was only deposits they didn't block me but when I wanted to make a withdrawal they blocked me immediately as they could see me blocked when I made my first deposit they didn't

Y me estraño por que en el año k ise puros depósitos no me blokiaban pero cuando kise aser un retiro me blokiaron de inmediato siendo que podrían averme blokiado cuando ise mi primer deposito no lo isieron

They blocked me due to a law that they have from the casino because as my husband played the same with this cell phone with his account and I played with my account and when they saw that it was going to be my first withdrawal they blocked me leaving all my money here which I had intended buying food and medicines for my children had to sell my things to be able to buy medicine for my son and the casino cruelly blocked me without giving me any notice or without informing me they just blocked him

Me bloquearon por una ley que tienen ellos del casino por que como mi marido jugaba igual con este celular con su cuenta y yo jugaba con mi cuenta y cuando vieron que iba aser mi primer retiro me blokean dejándose todo mi dinero ak ll cual yo tenia destinado comprarle alimentos y remedios a mis hijos tube que vende mis cosas para poder comprar los remedios a mi hijo y ello el casino cruelmente me blokea sin darme ningún aviso o sin informarme solo lo blokiaron

I only ask that they return my money from my deposits and my earnings but they do not want to be like this that they were scamming me and stealing my money

Yo solo le pido que me debuelban mi dinero de mis depósitos y mis ganancias pero no kieren siendo así que me estaban estafando y robando mi dinero

I kindly ask you to send my data, my rut account, my identity card, my husband's cell phone number so that my transfer can be made and you can call me so that you can verify

Le pido amablemente mandarle mis datos mi cuenta rut mi cédula de identidad el número de celular de mi marido para que se me aga mi tranferencia y pueden llamarme para que puedan verificar

+56***62

My email ; gon***56o@gmail.com

+56***62

Mi correo ; gon***56o@gmail.com

My rut account: so that my money is refunded to me; 15***-8c. visa account

Mi cuenta rut : para que me debuelban lo que me pertenece mi dinero ; 15***-8c. Cuenta visa

If you can call me at the number I sent because I have to take my son to the doctor

Si pueden llamarme al número que e mandado por que tengo que yebar a mi hijo a medico

Well, with nothing more to say, I will wait for your call so that my money is refunded.

Bueno sin nada más que desir esperare su llamado para que me debuelban mi dinero

Ask ak time they will give some answer

Consulta a k hora darán alguna respuesta

Why don't they return my money and it would end so simply because if they don't return it now the casino can keep my money

Por que no me debuelben mi dinero y se acabaría tan simple por que si no lo debuelben ahora el casino se puede kedar con mi dinero

Please, I don't have anyone else to get him, it would be useful for my son without his medicine, which is very expensive, I could die, please, no one here has money, I ask God to hurry up, I don't care what it is

Lo porfabor no tengo a kien más conseguirle me serviría para mi hijo sin su remedio que es muy caro se me puede morir porfa nadien aki tiene dinero le pido a dios que se apuren no me importa lo k sea

Please, I beg you, I don't want my son to get worse

Porfabor mi se lo ruego no kiero ke mi hijo se agrave

There are many hours to go if I wait for my money to be returned to me, my son will die now

Falta muchas horas si lo espero k me debuelban mi dinero mi hijo se me morirá ya

It doesn't matter anymore I'll ask for help on the other hand just leave everything I don't want anymore kvgod forgive them for the robbery they took me I'll never be able to win xao

Ya no importa pediré ayuda po otro lado déjense nomas todo ya no lo kiero kvdios los perdone por el robo k me isieron nunca podre ganar xao

Why don't they call me and they don't answer

Por que no me llaman y no responden

Alo

Thank you for your reply, Francisca. Please understand that Casino.Guru Complaint Resolution Center is not 24/7 live chat. I didn't reply as we also have days off. Moreover, I would like to kindly ask you to stop posting so many messages. This is not helpful, on the contrary, it slows the whole process down as we have to go through all of them. Lastly, we do not solve complaints via phone calls. Thank you for your understanding.

Moreover, you said that it doesn't matter anymore. Do I understand correctly that you are no longer interested in our help?

Hello keria give you this email that the casino mr.be sent me

Hola keria darle este correo que me mando el casino mr.be

Do I understand correctly that you and your husband both have accounts at this casino? Could you please advise if you both have passed the verification?

If we have both. blocked accounts

Si tenemos las dos. Cuentas blokiadas

This is your first reply to my initial message:

Do I understand correctly that you played using your husband's phone? Also, do I understand correctly that you used his card to make deposits?

Yeah that's right

Si es correcto

I am sorry, Fran, but if you both used the same phone number (and probably other personal details as well), played from the same device, and also used the same payment method, I am not surprised that the casino blocked your accounts. By depositing from your husband's credit card you also breached one of the main casino rules - you always must deposit funds from the payment method that has been issued in your name. It is even prohibited by the casino's T&Cs:

"2.1.10. in relation to deposits and withdrawals of funds into and from your Member Account, you shall only use such credit cards and other financial instruments that are valid and lawfully belong to you."

Unfortunately, I am afraid that we are not able to help you further in this case. We would really like to help you, but it is impossible for us this time. Please, let me know if there is anything else I could help you with, otherwise, I will be forced to reject this complaint. Thank you very much for your understanding.

I just wanted a refund of my deposits and winnings

Yo solo quería un rembolso de mis depósitos y mis ganancias

It is my husband's card and his identity cell phone and mine where all the deposits and our emails are b***934@gmail.com gon***an56o@gmail.com both emails

Es la tarjeta de mi marido y su celular de identidad y la mía donde ise todos los depósitos y nuestros correos b***934@gmail.com gon***an56o@gmail.com los dos correos

Please note that your husband is the only one who can request a deposit refund in this case. Please advise him to contact the casino.

Unfortunately, after gathering all the necessary information we are forced to reject this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.