The player from Chile had her account blocked without further explanation. We ended up rejecting the complaint because it was not justified.
Mr Bet Casino - Player’s account has been blocked.
Amount: $800,000 CLP
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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2 years ago
Translation
I was waiting for my background check to withdraw my earnings and they sent me an email that the verification was a success and a few minutes later they blocked my account, which was not my email, they gave me explanations that make no sense.
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2 years ago
Dear Mane,
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. Could you please advise how long ago you have registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live games, slots, or multiplayer)?
If there’s any relevant communication, please forward it along with the confirmation about successful account verification to petronela.k@casino.guru.
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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2 years ago
Translation
Good morning, send the antecedents to the Petronela email for the account verification, requested for me to withdraw $ 800,000 and that was rejected by mr bet, my account was created at the end of October, I only played slots, and I got a first Withdrawal that if they did, and I think that if my account had problems, that withdrawal should have been rejected I always used the same card, my email, telephone number was verified, send my background, everything requested if there was a problem with my account should have been notified or blocked much earlier.
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2 years ago
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They request identification, selfie, bank card and place of residence is sufficient proof to identify the player and I complied with everything and if there is an error in the record they should notify the player of any error that one may commit, they use it in their favor.
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2 years ago
Thank you very much, Mane, for providing all the necessary information. I will now transfer your complaint to my colleague Peter 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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2 years ago
Hi Mane,
I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Mr Bet Casino to the conversation to participate in the resolution of this complaint.
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2 years ago
Translation
Thank you for your help, what is annoying is that they should have rejected any deposit transaction if the account had problems or errors, it is an abuse because as a customer one trusted them and this block should have been done much earlier to not deposit money, in the end one loses everything and for the same reason if they act in good faith they should have notified and I think that an identification card, selfie and correct bank details is more than enough to know that they are dealing with the owner of the account, in the end they are considering that the account is false and it is not, I want all my money back.
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2 years ago
Dear Peter,
The User’s account was blocked and winnings were voided due to a violation of T&C 3.1.3.
"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."
We asked our appropriate department to give more information regarding this case and will provide the answer in a timely manner.
Best regards,
Mr.Bet casino team
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2 years ago
Translation
Thank you Mr Bet for answering, I have read so many complaints regarding my 3.1.3 cause and there are casinos that have solved the problem for customers who claim that they use this cause for not paying, I entered my data in the registry and if you have any The error was unconscious and not for acting in bad faith, you have all my information to credit my account and that I am the owner through the most reliable payment methods and moreover they return me with an email that my account is verified .
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2 years ago
Thank you Mr.Bet casino team for your reply, we are looking forward to more detailed information.
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2 years ago
Hello Peter,
A detailed description of the case was sent to you by email.
We are waiting for your further assistance.
Best regards,
Mr.Bet Casino team
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2 years ago
Translation
Mr. Bet, you will find me a bit insistent regarding my situation and for something you ask Casino Guru for additional help, in my case there is a 50% guilt both by me and by them, they as a business should verify from the first transaction and not enforce their terms and conditions just to make withdrawals, they say that at first it is a superficial verification with their clients, if they are of perfect reputation it should be from the moment a client enters and if they have an error block it immediately, do not let me enter more money, because in the end it is taken as a scam and they keep our money since people play confident that they will receive their money and their winnings and they find these obstacles that only play in their favor, our money is real from beginning to end and it is not fantasy and we do not even have the right to rectify, if I had debts with them, even if I had made a mistake in writing their name they would charge me the same, what is worth is the number ro of the identification card, I only want them to be fair and if I put my username in my registry and do not put my real name but my last name is real, you want to protect your privacy and those details make you lose everything how there are also people Unscrupulous, but it is not my case, today's technology helps to verify who is really the owner of the account and before any public or private procedure it can be rectified, in an invoice of any kind even though my name is wrong and it has happened to me, I have to pay the same and the casino is so lapidary, well that is their business, solve their shortcomings. It is done.
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2 years ago
Hi Mane,
I looked at the evidence provided by the casino. I'm afraid there is nothing we can do. You used a false name for the registration and casinos have very strict rules when it comes to player verification. I can only recommend you always register in your real name and with your own personal bank account and always double-check all the information you fill in the registration form.
Dear MrBet Casino,
Will Mane's deposit be refunded since she wasn't able to win?
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2 years ago
Translation
Thanks Peter, I know I was wrong but they also made a mistake in depositing me a withdrawal of 400,000 and continuing to accept my deposits in an account with error, I had an achievement since I deposited more than $ 400,000 in deposits
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2 years ago
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mydepositos is the amount of earnings 800,000
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2 years ago
Dear Peter,
There is no possibility for refund as services were provided according to our Terms and Conditions and the user agreed with our rules by the registration. The user played with his funds. The winnings can not be considered legal because of a violation of our Terms and Conditions.
Best regards,
Mr.Bet Casino team
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2 years ago
Thank you Mr Bet Casino for your reply, I understand your decision.
Dear Mane,
As stated above, I'm afraid we can't help you with this case. I can only recommend always using your real and correct name as well as other personal details when opening a new casino account and making deposits. Your complaint will be rejected. If you disagree with our decision, please turn to the Curacao Gaming Authority (certria@gaminglicences.com). Thank you for using the Casino Guru complaint resolution center. I wish I could help you more.
Best regards,
Peter
