Mr Bet Casino - Player's account has been blocked.

Good Day. Last Thursday I was playing in this casino, deposited 100,000 and won 700,000, without bonuses or anything like that. I made the withdrawal of these 700,000 CLP to my bank account, I tried to verify my account (since it was not yet verified) and I could not, there was no option. So I waited a few days to see if they notified me of this and today when I try to enter my account it is blocked, I cannot access and my winnings have not been sent to me. No one answers me or tells me what happened, there is no response from the casino either by chat or email and I have no other means of communication with them.

Again i have problem with another casino that Guru recommend me with perfect reputation.

Dear ClessCL,

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. Have you made any successful withdrawals before? Do I understand correctly that you have not received any explanation from the casino regarding this issue?

Additionally, if there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. 

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,

Kristina

Hello, I have never made a withdrawal before, I have created the account for months. I played once when I created the account and now again, but it's the first time I'm trying to withdraw money.

the only thing I have to show is the image of the login where it appears that my account is blocked

I have written to the casino several times but they are unable to reply or give me a reason for this.

I do not know what else to do

Thank you very much ClessCL for your reply. I will now transfer your complaint to my colleague Tomas (tomas@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello ClessCL,

I will assist you with the complaint from now on. First, I'll contact the casino in order to learn more about the situation.

Mr Bet Casino,

Could you explain what is the reason for ClessCL's account being blocked? What can ClessCL do in order to complete verification and withdraw the winnings?

Dear All,

The user was blocked at his own request on 07/28/2022

Due to an error in the system, the user was able to log into the account to make a deposit and play on it. The circumstances of the issue are being investigated. At the moment, the user's account is permanently blocked. He was originally not supposed to use the account because he requested its blocking.

In order to refund his deposit, which was made after blocking the account, the payment provider asks for a photo from both sides of the identification document.

Best regards,

Mr.Bet Casino team

Buenas tardes

checking my emails, yes I request to block my account on this site, whenever I have a problem with a casino that does not comply I request the blocking, but from what I see they never did.

Several months have passed since this request and that day I was looking for a place to play and reviewing in Guru I realized that Mr Bet was the casino with the highest rating, so when I saw that it was a casino that I once had an account, without remembering that I requested blocking and also finding out that my account was 100% functional I decided to play and deposit here.

If I ask for a block it is because I know that these casinos are scammers and I know that eventually due to my bad memory I will play here again if I have an active account. If they are unable to take my blocking request the problem is not mine, it is theirs.

my money was earned fairly and their mistake is their problem not mine and they should respect my earnings

closing my account now after winning there and not before is a scam style practice.

I demand my full earned money and not the deposited.

Hello all,

thanks to both parties for their replies.

Mr Bet Casino,

Could you clarify whether the blocking of the account was due to a gambling problem or if there was a different reason for the blocking?

Hello

Just as background when I requested the block months ago it was because MrBet failed to comply with the welcome bonus, they didn't give it to me, after having a hard time with their support I asked them to close my account, which they never did.

Thanks for the clarification,

Mr Bet Casino,

Could you explain why the winnings from ClessCL's deposit should be invalidated? Did ClessCL break any rules when he achieved his win?

Dear Tomas,

The user account should have been blocked, he should not have access to the account at all. Instead of reporting a system error, the user, contrary to his previous request to block the account and delete the data, came to the site, made a deposit and played. If there was a request to block the account and delete the data, the winnings cannot be considered legal.

Therefore, the user will be given a refund of his deposit, which he made after blocking the account, and the account will be closed.

Best regards,

Mr.Bet Casino team

Dear MrBet

Believe me that if I had known that my account was blocked I would never have deposited it in your casino. Unfortunately, the human error that someone did not care about my blocking request is yours and you must take care of this.

Hello ClessCL,

I've contacted the casino with further questions and I am awaiting their reply.

Hello Tomas,

According to our rules 3.3.2. If we mistakenly credit your Member Account with winnings that do not belong to you, whether due to a technical, error in the pay-tables, or human error or otherwise, the amount will remain property of us and the amount will be deducted from your Member Account. If you have withdrawn funds that do not belong to you prior to us becoming aware of the error, the mistakenly paid amount will (without prejudice to other remedies and actions that may be available at law) constitute a debt owed by you to us. In the event of an incorrect crediting, you are obliged to notify us immediately by email.

The user should not have played on the account after it was closed. And having discovered that the account is still open, the user should not have made deposits and played, but should have informed the support service about the issue. Winnings cannot be considered legal in such a case. We asked the user for details to make a refund of the deposits that he made after the account was blocked.

Best regards,

Mr.Bet Casino team

Dear Thomas

Here is a clear scam attempt, please, Guru, if you can help me, I ask you to tell me how, if not at least lower the rating of this casino so that they do not continue to scam people.

For the rest I need help to know who is the operator of the license of this casino, I need to create a claim with them, but this casino has hidden this information on its website.

Is it curacao, Malta or another?

Thank you

Hello all,

Thanks for the reply from both parties.

Please note only complaints closed as 'unresolved' carry a penalty that may lower the casino's rating. We'll discuss the case internally and I'll share our conclusions with you on Wednesday.

thank you guru

It is good to keep in mind that I am a player who currently has gambling problems. If I ask for a block, a casino that has responsible gambling policies should block my account instantly. If they don't do it and I play there again by mistake, they can't steal my earned money if they also never respected the responsible gaming policies that they themselves have on their website.

Hello ClessCL,

Speaking in general, please note that if you think you have a gambling problem you should inform the casino about it clearly and without delay. Such situations are tricky and you will only be properly protected in casinos if you mention the gambling problem to them via a support agent, via email, or in other ways that are available at the casino. Just asking for a blocking of the account, unfortunately, isn't generally considered a signal for the casino that you are experiencing difficulties due to a gambling problem. Casinos will generally act differently if the account is blocked or self-exclusion is active due to a gambling problem, but they will need to be informed of this by you.

From the exchange the casino representative provided from the time you requested your account to be blocked, no gambling problem was mentioned.

Also, please note that in situations you are self-excluded due to a gambling problem, and the casino's block would fail, in such a situation, you wouldn't be able to win or lose, and the casino would be forced to return your deposit instead.

If you play in any other casino at the moment, you should consider contacting their support and taking advantage of the responsible gambling tools available to you.

At this moment I am not playing in any casino, after this scam and the problem that happened to me in queenvegas I lost trust in casinos, especially those that are promoted as good casinos here.

the reason why I sent to close my account is clear and what I am going is that mr bet must close my account instantly when requested, they did not do it because they considered that if they did not do it in the future I would forget and return to play losing more money, but unfortunately for them it was not the case.

The only thing I ask is to see the background and finally help me sue them with the casino operator since they have all this hidden complaint information on their page.

Hello all,

After internal discussion, we cannot consider the request ClessCL made as a request of self-exclusion.

Also, we cannot accept the blocking/closing of the account as complete since a follow-up was asked of the player, thus it's our conclusion that ClessCL's account was never blocked/closed in the first place, or the process of closing the account was not complete.

We don't consider point 3.3.2. of the terms and conditions as valid in this case since the win presumably comes from regular play, possible only after the deposit of ClessCL's own funds.

If the account wasn't blocked, for this or similar reason, ClessCL shouldn't be punished by confiscation of his legitimate winnings.

We would consider it fair for Mr.Bet Casino to pay ClessCL his winnings in full.

Dear Mr.Bet Casino team,

let us know about your next course of action.

Dear All,

We have sent your response to the responsible department and are waiting for their comment. We will let you know as soon as we have a final decision about the account and the winnings on it. Our responsible department will consider this issue in the coming few days.

Best regards,

Mr.Bet Casino team

Dear All,

We hasten to inform you that the user can create a withdrawal request on his account and it will be processed. As a loyal casino, we reviewed the decision on it and returned the winnings that the user received.

We also discovered a technical issue with the blocking functionality and are currently working on a fix.

Best regards,

Mr.Bet Casino team

Thanks for the positive news to the Mr.Bet Casino team.

ClessCL,

let me know how the withdrawal proceeds and if you need any further assistance.

hello

I was able to access the account and send the withdrawal request. I still don't have an answer but as soon as the money arrives I confirm to close this. For now thank you very much for the help!

Dear Guru

They already paid me the winnings, I thank you very much for the help managing this incident and everything is fine with mrBet that they have already complied with the payment

Greetings and Happy Holidays

Hello all,

That is great news, ClessCL. Thanks for letting me know.

Thanks again to Mr Bet Casino team for their cooperation.

Dear ClessCL,

I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru