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

One problem is that after the second verification, where it was necessary to provide confirmation of the address and confirmation of transactions from the bank. I provided all the correct information and was refused, because in the transaction the operation of the bank of currencies was written on March 4th. And they asked for transactions for the 2nd number. But the addressee and the exact number were written below. above was the date and numbers that I could not change. Moreover, the deposits were perfect only on the 2nd. There were no more additions. Later I wrote in support where I asked them to pay attention, where they told me that I was right and everything would be successful during the next inspection. But after the account was blocked due to reason 3.1.3 (the data submitted is incorrect or false), but the data was all correct and this was by mistake of the responsible department. (but in the support chat I asked for a warning, which they told me well, I will pass on the information) I have been asking for more than 60 hours on the support mail, I received only an answer what to expect

Dear arkler633,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that 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.

Do I understand correctly that verifying the payment method seemed to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Yes, I did not fit them with an extract from a bank application. I provided all 10 deposits that they wanted to see in a PDF file. Moreover, my deposits were only on March 2nd. I didn't make any more deposits.

Previously they said it was March 4th (needed March 2nd deposits) but below the file was the exact date and address. Wrote in support, they said that I was right and would warn the relevant department so that they would pay attention. But later the account was blocked. No explanation for why. I wait 3 days for a response. Previously provided documents where all the information was reliable.

Thank you very much, arkler633, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej (andrej.p@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Do I need to email him?

Dear arkler633,

From now on, I’ll be taking care of your complaint. I’ll contact the casino to see if I can help. In the meantime, if there’s any relevant communication between you and the casino, feel free to forward it to my e-mail.

I would like to invite the representatives of Mr Bet Casino to join this conversation.

Dear casino team,

Could you please state the reason why the verification process was concluded as unsuccessful in arkler633’s case? Any relevant evidence can be forwarded to andrej.p@casino.guru.

Dear Andrej,

Unfortunately, arkler633 failed to pass the verification and his account was blocked according to our T&C 3.1.2:

3.1.3. You must enter all mandatory information requested into your registration form, in particular, your identity, your address and contact details, including a valid e-mail address, your place of residence, phone number, date of birth, relevant payment information; all of which must be true and correct. You are not permitted to use PO Box address as your place of residence. It is your sole responsibility to ensure that the information you provide is true, complete and correct. You are hereby notified that we carry out verification procedures and that your Member Account may be blocked for access or closed if you are found to supply false or misleading information and/or documents.

There is no possibility for his account to be reopened.

Best regards,

Mr.Bet Casino team

But I didn't get the exact reason why I was blocked. Since he provided all the necessary documents for verification. Since I violated something, there should be an explanation. On my part, I did not violate anything since all the data was true and correct. Since at first it was required to provide one payment, later it turned out that it was necessary to provide all payments. After I put them together. My account has been blocked and all my funds on it too. This is a wrong decision. Since only the confirmation of payments did not fit.(which I provided) and everything was as needed. Pdf file from the mobile application. Then tell me the exact reason, which of the documents were false or not correct?

I also sent an e-mail to the document that did not fit. Although it was done according to the rules. And here's another screenshot of kotorvts confirms that only one file did not fit. "was lying or wrong"

Why haven't you received a response yet?

Dear casino team,

Thank you for providing the explanation. We would like to kindly ask you to share with us more details regarding your decision in this case and specify what inconsistencies were found in the provided information. All relevant evidence can be forwarded to andrej.p@casino.guru.

Dear arkler633,

Thank you for providing additional information via e-mail. All the information has been reviewed, but since based on the explanation provided by the casino, it’s not possible to make any conclusions, we will have to wait for the casino representative to clarify the situation.

Dear Andrej,

We've sent you supportive evidence in our recent email. Thank you in advance for your consideration! 

Best regards,

Mr.Bet Casino team

I still insist further, since I contacted online support where they agreed with me, they also said exactly what payments to provide (all payments for March 2) that I sent them where they agreed with me and said that it would fit! It turns out that my account was blocked due to your mistake or the deception of your employees!

also there was my winnings that you took!

Thank you, Mr Bet Casino team, for providing relevant evidence.

Dear arkler633,

Could you please advise if you’re aware of modifying, in any way, the documents you provided to the casino as proof of address?

There were no changes. Since at first it was required to send confirmations for March 2. Later, on my own initiative, I contacted online support where they told me that it was not suitable, and so on. Confirmation of the last deposit was sent (as it was written in the application) for March 2. Later I found out that they want all the deposits made on March 2nd. Which I provided from the bank application. Before that, I also sent screenshots that were allowed. But at the end of it all, I got it.

I don't know what it is about. Which of the documents has been changed.

Dear arkler633,

For confirmation, please forward the exact information you sent to the casino as proof of address to andrej.p@casino.guru.

Thank you in advance.

The document that did not fit was sent by mail,

Thank you, arkler633, for your e-mail. The document you attached is, however, not the requested one. What we would like to review is the information you provided to the casino as proof of address.

Please let me know if you have any additional questions.

I’m setting the timer for 7 days.

Document sent. Please note that the document confirms my current place of residence, since I rent housing and after some time I may have a different address of residence. I am in another country.

Dear arkler633,

Thank you for providing the documentation, but according to the information provided by the casino team, in addition to the documents you’ve sent to my e-mail, you have also provided a rental agreement as proof of address. For confirmation, please forward the exact information you sent to the casino, in relation to this document, to my e-mail.

But the rental agreement did not fit as a document, since she was older than 3 months from the moment of signing, and they also said that the document did not look like an official document, so they rejected it.

Dear arkler633,

Thank you for your cooperation, but unfortunately, after a thorough review of all evidence provided by the casino team, and discussing your case internally, we are rejecting this complaint as ‘Unjustified’. We can confirm that there are sufficient grounds to consider the decision of the casino to be justified in your case.

I understand that this is not the outcome you hoped for, but please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We will try our best to help.

Dear arkler633,

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion.