Mr Bet Casino - Играчът има проблеми с проверката.

Dear czartek1990czrt, 

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.

Am I correct in understanding that you were accused of having multiple accounts in this casino?

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Could you please advise if you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus? 

What types of games did you play?

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, 

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible. 

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Did you and your colleague use the same device (the same computer or the same phone) to log into your casino accounts?

Did you and your colleague both play with bonuses?

So I set up an account on my friend's phone, I don't know if he played with bonuses, when I deposited money I played with bonuses but when I made a withdrawal I only had the actual balance.

Tak małożyłem konto na go telefonie kolega nie wiem czy grał z bonusami ja wpłacając pieniądze grałem z bonusami ale kiedy już dokonywał wypłaty miałem tylko i wyłącznie saldo rzeczywiste.

Hello. Thank you very much for your quick response first of all.

-As I wrote, the guy used IP. Maybe, but he definitely played under his own details, and I play under mine and I only have one account set up under my details.

-they didn't even let me pass such verification, which hurts me the most in all of this, being an honest person.

-my winnings were the actual balance ready for withdrawal, waiting for verification, after which it did not happen, only I was banned.

- various one of them is e.g. fruit million. I followed the casino rules

I would like to add that when it comes to bonuses, I have won many spins that I have not used yet because I was waiting for a withdrawal and by turning them on, the real balance would change into a bonus balance, which I did not want and in my opinion it is also unfair because before the withdrawal occurs, the bonuses will expire, which is a bit of a blocking for me because either withdraw or continue playing where the real balance will change into a bonus balance, something is also wrong here. Thank you for the positive and quick solution to my problem. Best regards

Witam. Dziękuję bardzo za szybką odpowiedź przede wszystkim.

-Tak jak pisałem kolega korzystał z IP. Być może ale napewno grał pod swoimi danymi a ja gram pod swoimi i mam tylko jedno konto założone na swoje dane. 

-nawet nie pozwolili mi przejść takiej weryfikacji co mnie najbardziej boli w tym wszystkim będąc uczciwa osobą. 

-moje wygrane były rzeczywistym saldem gotowym do wypłaty oczekującym na weryfikację po czym nie doszło do niej tylko zbanowani mnie.

- różne jedna z nich to np fruit milion. postępowałem zgodnie z zasadami kasyna 

Chciał bym dodać właśnie że jeżeli chodzi o bonusy to zdobyłem wiele spinów z których jeszcze nie skorzystałem bo czekałem na wypłatę a włączając je saldo rzeczywiste zamieniło by się w bonusowe czego nie chciałem i też jest według mnie nie fair bo zanim dojdzie do wypłaty to stracą ważność bonusy czyli jest to troszkę blokowanie mnie bo albo wypłata albo graj dalej gdzie saldo rzeczywiste zamieni się w bonusowe troszkę coś tu też nie gra. Dziękuję za pozytywne i szybkie rozwiązanie mojego problemu. Serdecznie pozdrawiam

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Thank you for your response. To clarify your situation further, could you please confirm if you used your friend's phone more than once to access your account, or if it was only during the registration process?

Please understand that in cases where multiple accounts are accessed from a single device, we are unable to help with the mediation and reject such complaints. This is because it becomes challenging to verify whether the accounts were genuinely operated by two separate individuals or by one person managing multiple accounts.

We must stress the importance of following these rules to avoid complications during the verification process. I appreciate your cooperation in providing any additional details or clarification that may help us assess your case further.

Looking forward to your reply.

Hello after creating an account and asking the mr.bet support department if I can deposit and withdraw money to my account and receiving a message that fully satisfied me because they wrote back that I can play, there are no contraindications, I played on the same device as my friend. Then I made a withdrawal, I waited 5 days for verification and the withdrawal itself, which unfortunately did not work because my account was banned. What I still think is that it is only a device or the IP of the Internet has nothing to do with two other people, which I can confirm with kyc verification that I was not allowed to...

Witam po założeniu konta i zapytaniu się działu obsługi mr.bet czy na moje konto mogę wpłacać i wypłacać pieniądze i otrzymaniu wiadomości która w pełni mnie satysfakcjonowała ponieważ odpisali mi ze mogę grać nie ma żadnych przeciwwskazań grałem na tym samym urządzeniu co mój znajomy. Poczym dokonałem wypłaty 5 dni czekałem na weryfikację i sama wypłatę co niestety się nie udało ponieważ nastąpiło zbanowanie mi konta. Co uważam dalej ze to tylko urządzenie bądź IP internetu nie ma nic wspólnego z dwiema innymi osobami co mogę potwierdzić weryfikacja kyc której mnie nie dopuszczono...

How are things looking?

Jak wyglądają sprawy?

I’m sorry to inform you that, since you used the same device as your friend to play at this casino, we are unable to assist further. Unfortunately, it’s not possible to definitively prove that two different individuals were playing rather than one person operating multiple accounts.

Please note that having multiple accounts from the same household or IP address can often lead to complications with online casinos. This risk increases significantly when the same device is used to log in and play on different accounts, as the casino’s system is designed to automatically flag such activity as potentially duplicative.

I understand this might be disappointing, but I hope this helps clarify the situation. Please don’t hesitate to reach out if you have further questions or encounter other issues in the future.

Best regards,

Veronika

Casino.Guru Complaint Resolution Center