The player from Germany had his account blocked without further explanation. The remaining active balance is still held by the casino. The complaint was rejected as the player used his wife's card to deposit and play in the casino, therefor breached their terms.
Mr Bet Casino - Player’s account has been blocked.
Amount: €1,105.74
Mr Bet Casino
Safety Index:HighSafety Index
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 years ago
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3 years ago
Translation
The account was closed by Mr. Bet. I don't know why. Mr. Bet offers me to withdraw my balance permanently, but when entering the BV these are not accepted. The whole thing has been going on for days. I follow the instructions, have submitted an application to open an account, and I proceed with the payout as I have been given, but nothing. So I asked Mr. Bet to transfer the credit to me. I am only fobbed off with Bla Bla Bla e-mails. If you can help me, that would be great. I've already given Mr. Bet 7 days.
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3 years ago
Dear Klaus-Dieter,
Thank you very much for submitting your complaint and forwarding all the relevant communication. 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. Could you please advise how long ago you have registered your account and if you’ve completed the account verification successfully? Have you received any successful withdrawals from this casino in the past? Were your winnings accumulated with or without an active bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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3 years ago
Translation
Hi there,
I don't remember when I registered.
The account lock was not initiated by me.
I didn't play with a bonus.
I have not made any payments.
I submitted all documents for the verification.
LG
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3 years ago
Thank you very much, Klaus-Dieter, for providing all the necessary information. I will now transfer your complaint to my colleague Nick 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.
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3 years ago
Translation
Hi there,
Mr. Bet reacted, as expected, with another Bla Bla Bla e-mail. The sender was a billion. I tried to pay out, but the same problem.
Dear Petronela from Mr. Bet, that was nothing.
LG
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3 years ago
Hello Klaus-Dieter,
I'm Nick and I'll be assisting you from now on. I would like to ask Mr Bet Casino to join us and help us resolve the player's issue.
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3 years ago
Translation
Hello Nick,
is very simple, withdraw funds and the problem is solved.
LG
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3 years ago
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Hi there,
so I waited patiently and as expected no answer.
What is the next step with the help offered?
LG
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3 years ago
Unfortunately, as you can see, the casino did not respond to us. All we can do for now is to keep trying to contact them. In the meanwhile, you can try to contact directly the casino's licencing authority. However, if the casino will fail to respond within the next 7 days, we will be forced to close the complaint as unresolved which may then negatively affect the casino's rating.
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3 years ago
Dear Casino Guru team,
We relate to the User’s request to block his account 30/09/2021. He had an active balance on the account, that is why the User’s account was suspended. While suspended users can make a withdrawal request of their active balance and go through a verification process, but games are no longer accessible.
03/10/2021 we received another request for unsuspending of the account. The User had to fill the reopening form and send it to us, unfortunately, this requirement was not fulfilled properly till this day.
From the side of the User there were requests to send him his active balance to his bank details by mail. Unfortunately, we do not provide such a function in accordance with the anti-money laundering policy. Any transactions must be verified by the financial service provider.
The User is eligible to make a withdrawal request on the site and we will be glad to assist him with it. We do not see any tries to create withdrawal requests from the User’s side in our system. We also highly recommend using SEPA bank transfer for withdrawal.
Best regards,
Mr.Bet casino team
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3 years ago
Translation
Dear Mr. Bet Team and Guru Team,
I have never submitted an account suspension / closure request.
I have submitted the application to open an account several times.
I submitted the documents for the verification.
For the withdrawal request, I would use Sepav. use, but the BV is not accepted by the system on your part.
The offer on my part to transfer the credit is the last possibility to get my credit.
I believe that such a small amount has nothing to do with money laundering.
Solve the problem by opening the account.
LG
kdp522
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3 years ago
Dear kdp522,
Could you please specify how could you ask for application to open an account if you did not close it before? Also, isn't there any other possible payment method you would be able to accept to withdraw your money?
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3 years ago
Translation
Hello dear team,
Mr. Bet does not give me the opportunity to withdraw my money.
According to Mr. Bet, I should apply to open an account.
I have already communicated this several times, but it doesn't matter.
To withdraw money:
On the part of Mr. Bet, when I enter my bank details, the message "Account details not accepted" is constantly displayed.
Neither my account nor my wife's account will be accepted when trying to withdraw funds. I have also communicated this several times.
You can also set up the option of Visa withdrawal.
Only the input has to be accepted for the payout.
Please read correctly, then there will be no need for constant questions.
LG
kdp522
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3 years ago
We are currently waiting for our managment's decision on further communication with the casino. Will be extending the timer by 7 days and will provide more information as soon as possible.
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3 years ago
Translation
Good morning Dear Nick, Guru Team and Mr. Bet,
for everyone involved it has to be clear that this is a pure delaying tactic.
The fact is that there is credit, also confirmed by Mr. Bet Casino, but they do not want to withdraw.
If you look at the correspondence in this forum and the correspondence that I personally had / have by email with Mr. Bet, your hair stands on end.
The Guru Team should give an appropriate negative rating to warn other players.
Lg
kdp522
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3 years ago
Dear kdp522,
The delay was on our site not the casino in this case. We are now currently waiting for the evidence from the casino. Will give the feedback as soon as we receive them.
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2 years ago
Dear Casino Guru team,
We would like to inform you that the User is able to access the account and create a withdrawal request. If for some reason he faced issues to withdraw his funds, we are ready to help with it.
So we would like to ask the user to get in touch with our support service and provide us with more information about the withdrawal request issue (explain the process in detail, provide step-by-step screenshots, etc).
I would like to point out again that we are willing to solve the issue. However, we need also assistance from the user with this case.
Best regards,
Mr.Bet casino team
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2 years ago
Translation
Dear Guru Team, Mr. Bet,
for information, after Mr. Bet has now announced the problem or. make the payout. I entered the game account and what is displayed: "Account blocked, contact support". Payment requested and nothing, bank details refused. No screenshot is of any use. Release the account so that the payment can be requested. Everything else is stalling and blah blah blah blah blah blah blah blah blah
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2 years ago
Dear kdp522,
The casino clearly wrote in their last post that if you will experience issues to request for the withdrawal, you just have to contact them. Could you please advise if you already did? Was there any process made in order to withdraw?
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2 years ago
Translation
Hello Guru Team, hello Nick,
I tried to withdraw and nothing changes.
The bank details are not accepted. If I try to access the account, the message that I should contact support appears immediately. That's what I did and pointed out to Mr. Bet that the account is still locked.
Mr. Bet just asks me to send a screenshot of the process. On the one hand, I am not that technically experienced and have therefore described the individual steps down to the last detail.
Greetings and stay healthy!
kdp522
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2 years ago
Dear Mr. Bet Casino,
Is there any possible way to process the withdrawal in an easier way? A different method or anythign that would allow the player to receive his money?
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2 years ago
Translation
Good morning dear Nick and Guru team,
a certification process is currently in progress. I hope that things will come to a sensible conclusion afterwards.
kdp522
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2 years ago
Dear Nick,
Regarding your request. The user has already created a withdrawal request. However, verification should be passed now. Once it is done, we will be able to send the user's funds.
Best regards,
Mr.Bet Casino Team.
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2 years ago
Translation
Good morning dear Nick,
I thought the problem could be solved shortly, I thought wrong.
It is correct that I managed to request a withdrawal, but Mr. Bet does not address the problem of the screenshots.
I have sent all the documents required for the verification by photos and e-mail.
I'm ready for a post-identification procedure, video conference, etc.
They just don't read the correspondence properly.
I even sent the last tax bill from the tax office, the official authority in Germany.
One wonders, is Mr. Bet interested in a sensible solution at all, or is it a ploy to drag out such processes until the player gives up annoyed?
Still thanks to the Guru team
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2 years ago
Dear Mr.Bet,
The player claims that he has sent all the requested documents. Could you please clarify what is still missing or why is he still not verified?
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2 years ago
Translation
Hello Guru Team, Hello Nick,
I told Mr. Bet today after another e-mail with a screenshot request came that I am no longer interested in dealing with them in writing. It's just annoying and time consuming. I ask the Guru Team to give Mr. Bet a negative rating. I also give up the money. I will also inform the licensor of Mr. Bet about this, for me, criminal machinations, so that other players are protected from such casinos.
Thank you for your support and stay healthy.
kdp522
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2 years ago
Dear Nick,
According to the latest update, the user is experiencing difficulties in passing the verification, namely the taking selfie. We advised the user on what the problems might be and that changing the device and settings might be useful.
The user has not yet uploaded the documents necessary for verification, namely:
- a document confirming his identity;
- selfie with a document confirming his identity;
- confirmation of the payment methods used for payments on the site.
Verification is a very important process, without it further processing of the withdrawal request is impossible.
We recommend that the client carefully follow the instructions on the site and change the device. He can count on our help and support for any problems that may arise.
Best regards,
Mr.Bet Casino Team.
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2 years ago
Translation
Hello Guru Team,
After I bought new devices for the verification to solve the problem, Mr. Bet came up with the idea to block the account access.
Why?
Allegedly, I would now have violated existing rules.
The payments were processed automatically via the Klarna service. This service is automatically connected to my phone number. I didn't have the option of choosing another payment method, as access to the account was displayed immediately.
My wife is the account holder and I have been authorized and have been married for 34 years, all financial activities, including the purchase of a new car.
According to Mr. Bet, the decision would be final.
Something in the casino doesn't fit, right?
kdp522
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2 years ago
Dear Mr Bet Casino,
Could you please clarify the reason of the account blocking? If the player used a shared account with his wife where he is also the owner, everything should be fine with the withdrawal.
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2 years ago
Dear Nick,
We want to inform you that the card with which the deposits were made is personal, and was issued not in the name of the client (but in the name of his wife).
If this card is linked to a joint bank account, in order to confirm this, the client can provide:
- a bank card statement showing the bank account number and the name of its owner;
- a bank statement where we can see the deposits to our site from this card and the name of the account holder;
All documents must be submitted exclusively in electronic form.
Best regards,
Mr.Bet casino team
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2 years ago
Dear kdp522,
Please provide all the requested documents to the casino so they can unblock your account once you verify the shared account. Please keep us updated regarding the case.
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2 years ago
Translation
Hello Nick / Guru,
the problem is that Mr. Bet has blocked the account. I have no way of continuing the certification process.
The account was blocked with the message "Decision would be final".
kdp522
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2 years ago
The casino most likely ment to send the verification documents by e-mail address.
Dear Mr Bet Casino, could you confirm that? The account will be unblocked once he send and pass verification?
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2 years ago
Dear All,
The user's account is now closed due to a violation of T&C 2.1.10
"2.1.10. in relation to deposits and withdrawals of funds into and from your Member Account, you shall only use such credit cards and other financial instruments that are valid and lawfully belong to you."
The text of clause 2.1.10 is the only message user sees while trying to log into his account.
The user can send us the necessary evidence to the email address of our support service support@mr.bet or contact us via live chat.
Best regards,
Mr.Bet Casino team
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2 years ago
Dear Mr Bet Casino,
What is the issue with the player's card? Could you share the details here or please send an e-mail to nikolas.b@casino.guru
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2 years ago
Dear Nick,
The card that the user made deposits with does not belong to him. It's issued not in the name of the client, but in the name of his wife.
The documents that the user provided earlier do not show that this personal card issued in his wife's name is linked to a joint bank account.
We asked the user to provide us with the following documents via email or live chat:
- a bank card statement showing the bank account number and the name of its owner;
- a bank statement where we can see the deposits to our site from this card and the name of the account holder;
All documents must be submitted exclusively in electronic form. The client hasn’t provided the necessary documents yet.
Please specify what kind of information regarding the issue with the user's card do you need? We’ll provide you with it via email in a timely manner.
Best regards,
Mr.Bet casino team
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2 years ago
Dear kdp522,
Could you please advise why didn't you send the casino the requested documents? Could you please do it as soon as possible otherwise the casino won't be able to finish the verification and unblock your account.
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2 years ago
Translation
Hello Nick, I'm waiting for the bank's documents. As soon as I have this I will make this Mr. Bet available.
kdp522
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2 years ago
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Hello Nick / Guru
I sent a copy of the 2014 account authorization to Mr. Bet today.
kdp522
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2 years ago
Dear Mr Bet,
Please let us know if you have received all the required documents and keep us updated about the player's verification process.
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2 years ago
Dear All,
Unfortunately, we didn't receive the required documents. The last user's appeal to our support by email was on December 2nd.
Dear kdp522 please send us the required documents on the email support@mr.bet with topic "Casino Guru kdp522"
Thank you in advance!
Mr. Bet Casino Team
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2 years ago
Translation
Hello Nick / Guru,
Yesterday I emailed Mr. Bet the authorization from which the deposits were made. But will do it again now.
kdp522
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2 years ago
Dear Mr Bet Casino,
Please keep us updated and let us know if there will be any updated regarding the case.
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2 years ago
Dear Nick,
According to our terms and conditions (2.1.10.), the bank account or any other payment method used on the site must belong to the account holder.
The power of attorney provided by the user shows that the bank account was opened in his wife's name, who provided the opportunity to use her account. However, according to our Terms and Conditions, such accounts cannot be used. You can only deposit from a joint account or from your personal account.
The account was opened in the user's wife's name, so in bank statements, there will be her name.
Best regards,
Mr.Bet Casino team
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2 years ago
Dear kdp522,
Could you please confirm that the deposit was made from your wife's account and it is not a shared account?
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2 years ago
Translation
Hello Nick,
It's right, it's not a joint account as we never had one. The account holder is my wife and I am authorized.
kdp522
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2 years ago
Dear kdp522,
Based on the fact, that the payment method you used does not belong to you, the above mentioned term of the casino applies -
"2.1.10. in relation to deposits and withdrawals of funds into and from your Member Account, you shall only use such credit cards and other financial instruments that are valid and lawfully belong to you."
Unfortunately, you are allowed to use only our own funds and if it's not a shared account, there is nothing we can do. I'm really sorry but this is clear breach of casino terms and they had the right to close your account and void any winnings. Is there anything else we could assist you? If not, we will be forced to reject the complaint.
Regards,
Nick
