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Good time of the day, my problem is that me and my Father, we registered with us, the last name is the same, but the accounts are different and I can’t sign them, they took it and blocked it with 3500 €, I’ve been playing for more than a year, but only now they blocked what to do, tell me

Доброе время суток у меня проблема состоит в том что я и мой Отец мы зарегистрировались унас фамилия одна но но акаунты разные и я немогу им дакозать это взяли и заблокировали с 3500 € играю уже больше года но только сейчас заблокировали что делать подскажите

Hello dguogretuijfd,

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 advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When did your father register and is he verified? Did you ever claim the same bonuses or played from the same device? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello, I have registered for 1 year already, I didn’t want to make a confirmation, but somehow it wasn’t done, but most of it was from one device, but it was also from another device, you understand, we are one family, we have a phone with which we play and a TV about the bonus, I don’t even know, I probably wanted to say one thing my family and I played each with our own account, which means father, mother, sister, and me, but until then, for one year, no one blocked or said anything, yes, they say that I agreed with their rules, yes, but everyone has their own account, phone number and email address, but it's not my fault that we have one last name and one address Mom and sister deleted their accounts Father is waiting for something to happen so far Father told me that half a year ago they also pulled something with a payment of 10.000 € pulled pulled and pulled and Father squandered all the money here we are yesterday we sat and thought how much we threw during the year in this ********* MR.BET a lot 😱😱😱 if you can help if it doesn’t work out, what can you do it’s life when you write to mr.bet support, they are like idiots, they have been writing the same thing to me for 2 days

Привет ригестрировался уже 1 год подтверждения небыло хотел сделать но как-то небыло сделано да болшенство с одного устройства но было и с другого устройство вы понимаете мы одна семья унас есть телефон с которым мы играем и телевизор насчёт бонуса даже и незнаю наверное было хочу сказать одно мы с семьёй играли у каждого свой акаунт это значит Отец Мама Сестра и я но досехпор течение одного года никто не блокировал и ничего не говорил да они говорят что я согласился с ихними правилами это да но у каждого свой акаунт номер телефона и адрес электронной почты но не моя вина что унас одна фамилия и один адрес Мама и систра удалили свои акаунты Отец ждёт пока что сомной произойдёт Отец рассказывал что пол года назад ему тоже что-то они тянули с выплатой 10.000 € тянули тянули и датянули и Отец просадил все денги вот мы вчера сидели и думали сколько мы всего закинули течение года в этот ********* MR.BET очень много 😱😱😱 если сможете помогите если не получется то что поделаешь это жизнь когда пишешь в поддержку mr.bet они будто идиоты одно и тоже мне пишут уже 2 дня

Thank you in advance

Зарание блогадарю

Hello dguogretuijfd and thank you for all the information provided so far. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, dguogretuijfd,

I am sorry to hear about your situation. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Mr Bet Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Mr Bet Casino Team,

Could you please provide us with an explanation of the player's situation in more detail? Why has the player's account been blocked? What steps should the player take to unblock the account? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Dear Branislav,

We've sent you supportive evidence and details of this violation case. Thank you in advance for your consideration!

Best regards,

Mr.Bet Casino team

Greetings all,

I am sorry for the delay.

Thank you, Mr.Bet Casino team, for your email and all the provided details.

Dear dguogretuijfd,

Allow me to ask you a few questions to clarify the situation.

If all your family members used their accounts separately, can you please somehow rationally explain these facts that are obvious from the provided data:

• some of the connected accounts used very similar IDs/emails (words or numbers, or completely random letters combination) to register in the casino
• on the same day, all accounts (except for one) used the same payment method for deposits
• some of the accounts were registered with the same names and surnames
• some accounts used altered surnames
• at some points/days, all the accounts were logged in shortly after each other using the same browser/IP

Can you please confirm that all the accounts used bonus(es)? If yes, what bonus(es)?

Are you aware that creating more than one account in the casino is strictly prohibited, and the bonus offer is limited to one per player?

Dear dguogretuijfd,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or do not require any further assistance, we will reject the complaint.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

Thank you very much, Mr.Bet Casino team, for providing information and cooperation.

Best regards,

Branislav, Casino.Guru