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I was going to enter my account and it appears that they blocked it for having 2 accounts and it is if I have two accounts, one old and one new because I had forgotten the password but then I remembered it and started using it and before they blocked me, I had 2 pending withdrawals, the first of 400,000 and the second of 250,000 Chilean pesos, what will happen to that? It's too much money for me and I need it

Iva a ingresar a mi cuenta y sale que me la bloquearon por tener 2 cuentas y es si tengo dos cuentas una antigua y una nueva porque se me había olvidado la clave pero luego la recordé y comencé a utilizarla y antes de que me bloquearon, tengo 2 retiros pendientes, el primero de 400.000 y el.segundo de 250.000 pesos chilenos que pasará con eso? Es arto dinero para mi y lo necesito

Hello danitzabustosalmuna,

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 specify which account was active for how long time, how much did you exactly deposit on both of them and if you have used a bonus on any of the 2 accounts?

Did you contact the casino and asked them before you created a second account?

Please note that if the casino did not give you a permission to create a second account, they had every right to void any of your balance as it is a breach of their terms and conditions.

Looking forward to your answer.

Regards,

Nick

Hello, I created the first email a long time ago, then I changed my cell phone and lost the email and I didn't remember the password... so I created a new one to be able to bet, I did not use any bonus in either of the 2 accounts and the first email does I didn't remember much and I also opened and played with it since I didn't enter the new account and I wanted to play, my question is why they didn't block it before and they just blocked it when I was withdrawing 650 thousand pesos, I think I deposited more of 100 thousand pesos in each

Hola yo me cree el primer correo hace mucho.tiempo luego cambie de celular y perdí el correo y no me acordaba de la contraseña.. entonces cree una nueva para poder apostar no ocupe ningún bono en ninguna de las 2 cuentas y el primer correo hace poco me acorde y también abrí y jugué con ella ya que en la cuenta nueva no me ingresaba y yo quería jugar, mi pregunta es porque no la bloquearon antes y justo la bloquearon cuando estaba haciendo el retiro de 650 mil pesos yo creo que deposite más de 100 mil pesos en cada una

Hello danitzabustosalmuna,

They most likely closed your account only now because the casino has no information regarding the player until you begin the verification process. Until then they couldn't match your account to your old one. Unfortunately having multiple accounts without the prior permission of the casino is strictly prohibited. The most common scenario in this case is that the casino should return your last deposit which you made on your second account, but the winnings are mostly voided. Could you please advise how much was your last deposit there? Did the casino let you know anything regarding the withdrawal requests or a refund?

I only reimbursed 20 thousand pesos, what I don't understand is why they didn't block my account before if supposedly you can't have more than one, they waited for me to make several deposits and win and then block me that sounds like a scam, they even let me make a withdrawal Who gives me back all the money I invested? That should see it I miss from the beginning

Me reembolso solo 20 mil pesos, lo que no entiendo es porque no bloquearon antes mi cuenta si supuestamente no se puede tener más de una, esperaron que hiciera varios depósitos y ganar para luego bloquiarme eso suena a estafa, incluso hasta me dejaron hacer un retiro, quien me devuelve todo el dinero que inverti? Eso deberían averlo echo de un principio

Dear danitzabustosalmuna,

The casino realizes that you have multiple account only when you try to verify your identity as it is when you submit your documents. Until then they do not really check the accounts that's why they closed your account only now.

Unfortunately the standard procedure is to refund the last deposit of the player and the rest is up the casino whether they refund all of your deposits or not as you breached their terms.

As based on your last post you received back your deposit, I would like to ask if there is anything else we can assist you with. If not, we will be forced to reject the complaint.

Regards,

Nick

Then this would become a scam since they do not comply with their terms and conditions from the beginning, finally they would return all the deposits that I made before they blocked my account accordingly if it is that one is not supposed to have two accounts then why they let you deposit and deposit and then they don't let you withdraw that's a robbery, I ask you to return all the deposits made then. not only the last

Entonces esto pasaría a ser una estafa ya que tampoco cumplen sus términos y condiciones de una principio, por último me devolvieran todos los depósitos que ise antes de que me bloquiaran la cuenta como corresponde si esque se supone que uno no puede tener dos cuentas entonces porque dejan depositar y depositar y luego no dejan retirar eso es un robo, pido que me devuelvan todos los depósitos echos entonces. No solo el ultimo

Dear danitzabustosalmuna,

The casino has no way to know about your secondary account until you try to verify it, which usually happens during the withdrawal process and that's why you can deposit freely.

Please also check the casino's term:

"9.5. If, in our sole determination, we have evidence that an account, or group of accounts, are being operated systematically (for example, wagering as a group), or multiple accounts have been opened in order to receive bonuses or other promotional offers, or an account has been opened, has been funded (directly or indirectly) or is being operated by a third party, or any other prohibited activity as defined above has taken place, we have the right to block or terminate all accounts and shall be under no obligation to payout any funds that may be in the account(s), or refund any deposits made on the account."

Based on that, it is not even mandatory for the casino to refund any of your deposits. However we believe that it all depends on the circumstances of creating multiple accounts and if you did not gain any benefit from having 2 accounts (like claiming multiple bonuses or wanted to cheat the casino in any way), the casino should act reasonably.

I will now forward your complaint to my colleague Peter who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Yes, because at that moment in neither of the two accounts did I occupy any bonus or things like that, much less cheat the casino... I expect a reasonable answer since I invested a lot of money playing

Si porque yo en ese momento en ninguna de las dos cuentas ocupe algún bono o cosas asi ni menos engañar al casino... Espero una respuesta razonable ya que invertí mucho dinero jugando

Hi danitzabustosalmuna,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Mr Bet Casino to the conversation to participate in the resolution of this complaint.

Thank you very much

Muchas gracias

Dear All,

The user has severely violated our T&C, namely paragraph 3.1.2. You are allowed to have only one Member Account. If you attempt to open more than one Member Account, all betting accounts you try to open will be blocked or closed and any bets or winnings from your closed or blocked account will be voided for at the discretion of the casino administration.

The fact that the user forgot the password does not give him the right to create a new account, so we blocked one

For our part, we compensated the client for his last deposit to his active account. With this compensation, the client received the winnings and successfully withdrew it.

Best regards,

Mr.Bet Casino team

Thank you Mr.Bet Casino team for your reply. Do I understand correctly that the player's winnings were paid and the account blocked after?

And if a member wants to play like he does then if he forgot the first account created? They only returned my last deposit of 20,000 and all the other money I deposited? I don't have money to spare... I want the money I invested because that's robbery, if one supposedly violates the conditions, it should be from the beginning, it's the fairest thing to do. Not after depositing a lot of money and just winning they block that is a scam, from the first deposit until the third the casino should already realize that there is another account, but I made a lot of deposits in addition to winning, I never used a bonus nor did I intend to cheat.. my Addiction is not their responsibility, but I used the other account to bet, play cleanly, and they robbed me because they have not given me a specific answer about all the deposits that I made, they already kept my profit. Finally, they answered me with all the deposits that ise

Y si un miembro quiere jugar como lo hace entonces si se le olvido la primera cuenta creada? A mi solo me devolvieron el último deposito que ise de 20 mil y todo el otro dinero que deposite? Yo no tengo dinero de sobra.. quiero el dinero que invertí ya que eso es un robo si supuestamente uno viola las condiciones debe ser de un principio es lo más justo. No después de depositar arto dinero y ganar justo bloquean eso es una estafa, al primer deposito hasta tercero el casino ya debería darse cuenta que hay otra cuenta, pero yo ise artos depósitos además de ganar, nunca ocupe bono ni intención de engañar.. mi adicción no es responsabilidad suya pero me ise la otra cuenta para apostar jugar limpiamente y me robaron porque no me han dado respuesta.concreta de todos los depósitos que ise, ya se quedaron con mi ganancia.. por último respondan me con todos los depósitos que ise

All casinos would respond in a good way, it's a shame the answer they give that is a robbery

Todos los casinos responderían de buena manera, es una vergüenza la respuesta que dan eso es un robo

Dear Peter,

We compensated the user on an open account only for the last deposit with which he received the winnings. The winnings themselves cannot be considered legal in the event of a violation of the rules, so they have been cancelled.

It is not possible to compensate the user for other deposits, since the services were provided in accordance with our terms and conditions.

Best regards,

Mr.Bet Casino team

The gains cannot be considered legal by violation but if the deposits that one makes? This is a robbery, a scam like such scoundrels, I only ask for all the deposits to be returned, which is my money! I will file a lawsuit or take care of viralizing the casino so that no one plays

Las ganancias no se pueden considerar legales por violacion pero si los depósitos que uno hace? Esto es un robo una estafa como tan sinvergüenzas solo pido devuelta todos los depósitos que ise es mi plata!!! Pondré una demanda o me encargare viralizar el casino para que nadie juegue

Hi all, sorry for the delayed reply.

Dear Mr.Bet Casino team,

Has the player used both of the accounts simultaneously or did she take welcome bonuses in both accounts? We think that these cases should be judged individually and want to find out if she gained any unfair advantage.

No, I did not take any welcome bonus, there was never a bad intention on my part, that is why I ask for justice only for all the amounts I deposit.

Noo no tome ningun bono de benvienida nunca hubo una intención mala de mi parte por eso esque pido justicia solo de todos los montos que deposite

Dear Peter,

User has deposited and played from the both accounts. On the both accounts user has successful withdrawals. We find the way of using multiple account for gaining winnings fraduantly profitable, despite the fact user did not use bonuses on the account that was blocked for violation of our terms and conditions. 

As mentioned before one account remained open as an exception and the last deposit of the user was compensated. User won from this compensated deposit and withdrew his winningsright after compensation. User continue to play on the opened account. 

From our perspective we concider this case as resolved. 

Despite violation of our rules user got another chance to remain his deposit and continue playing on our site. 

If there is another possible way to regulate this issue, concidering the fact that our rules and conditions were violated, please let us know. 

Best regards, 

Mr.Bet Casino team 

Hi all,

Sorry for the late reply. Due to the nature of the complaint, we need to discuss it internally and I will get back to you as soon as there's a conclusion.

Hi danitzabustosalmuna,

We discussed the complaint internally and came to the following decision: When it comes to complaints where players are accused of multiple accounts, we are convinced that such cases should be judged individually and we always try to look at the overall fairness of the situation. Most casinos just block the player's accounts without further investigation and confiscate the balance as soon as they find a match. In this case, you have been using two accounts which is against the rules. The casino still lets you use one of the accounts and gave you your last deposit back, which considering the circumstances, we find fair. The situation would be different if you informed the casino that you forgot (and remembered) your password right away before playing. I'm afraid I can't help you with this one. Your complaint will be rejected. I wish I could be of more help.

Best regards,

Peter