The player from Ecuador is criticizing casino bonus offers and lengthy withdrawals. After a closer examination, we ended up rejecting this complaint as unjustified.
Mr Bet Casino - Player is complaining about overall casino experience.
Amount: $30
Mr Bet Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 years ago
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3 years ago
Translation
Greetings,
Unfortunately I have to report that this page its "Terms and Conditions" are unethical and designed to make sure you lose your money if you have a gambling problem.
1st. They offer me a promotion so I make a deposit and I never get the promotion. I contacted the live chat and they say they cannot help me. so I decided to withdraw the deposit. At that moment I realized that I had been debited 10%. so I did not care, I just wanted to withdraw the rest losing 10%.
2nd. When I withdraw, I do not pay it and the total balance continues to appear. They inform me that it is due to a verification process and that I must wait 24 to 48 hours.
3rd. What surprised me the most is that the money I tried to withdraw is supposedly not available to withdraw BUT TO PLAY. people who have real problems would play them.
4th. I don't understand what kind of verification they should do if the funds were sent to the skrill account from which the deposit was made. So clearly it is a strategy for people to spend the money in that time.
This situation seems unethical to me, I do not recommend using these types of web pages, where they are actually looking for ways to keep your money
Automatic translation:
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3 years ago
Dear peladeins,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Unfortunately, I’m not able to assist you with this case based on the current description of events. Could you please elaborate? Resolving which problem would be the priority for you?
If you have more information that would help our case, please forward it to me. My email address is petronela.k@casino.guru.
Unfortunately, at this time, if we don’t have any evidence proving that something unfair is going on, there is nothing we can do. Please do not hesitate to contact me if there is anything else, I could do for you regarding your complaint.
Best regards,
Petronela
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3 years ago
Translation
Dear Petronela,
First of all a cordial greeting and thank you for your prompt response.
The purpose of my claim may not have been clear.
I am questioning THE ETHICS of MR's "TERMS AND CONDITIONS". BET, due to how they proceed in withdrawing money from the account, delaying withdrawals and keeping available to play.
I explain the reasons for my claim.
The withdrawal is not immediate and it can take up to 48 hours to validate it, which is justified to be able to validate that the money reaches the correct person.
But I have questions that justify my claim.
to. Why validate a withdrawal from Mr. Bet if it was sent to the same skrill account from which the deposit was made?
b. Why is the money still available to play after making a withdrawal and is not in holding?
c. If they want to make sure that the withdrawal of the money arrives in person. Shouldn't they first make sure that the money used in gambling is from the right person? being so.
d. Should they carry out the verification process before receiving the money and only when do you want to withdraw it?
You can review the screenshots sent to check what I'm explaining, even in the chat screenshot you can see how MR's advisor. BET confirms that the money is available to play and that if I use it while the withdrawal process is being carried out, it will be void.
These are sufficient justifications to question the Ethics of the company Mr. Bet and how they hide behind
"Terms and conditions" that I do not understand how they were approved, there should be an investigation.
Sincerely,
P
Automatic translation:
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3 years ago
Thank you, peladeins, for your reply. Please understand that technically it is very difficult to check who’s the owner of the payment method at the depositing stage. This can be checked only during the account verification, which is usually done when a withdrawal is requested. Therefore, it is a player’s responsibility to use allowed payment methods only.
Therefore, KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.
Please let us know if this explanation was satisfactory. Looking forward to hearing from you.
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3 years ago
Translation
Dear Petronela,
I totally agree with you that it is important to verify the identity of the players, but that has nothing to do with my complaint.
Mr. Bet's problem is not the verification process. Is that they even made a deposit request they keep the money available to play.
In addition, the withdrawal of the money was made from the same skrill account as the one it was deposited, so it should not need any additional verification.
If it is the case of requiring an identity verification, the money, as in any transaction, should remain in "holding", since the reason for the verification in the first place is to make sure that the money reaches the indicated person. So it is counterproductive that they do not want to allow a person who does not belong to the account to withdraw the money, but they do allow him to play it.
It is clear that Mr. Bet, performs the "Verification" process leaving the balance available to play because they are interested in people ending up playing withdrawals before being approved. Those that clearly reflect the type of company.
Greetings
P
Automatic translation:
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3 years ago
We can agree that deducting the requested withdrawal from active balance would be ideal unfortunately, it is not standard practice in every casino. Meanwhile, please understand it is not in our power to change it or to punish the casino for this.
How would you like to proceed?
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3 years ago
Dear peladeins,
We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.
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2 years ago
Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. 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. We are here to help.
