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

I was waiting for the verification of my identity so that they would deposit me a large prize that I won of more than 2 million and today my account appeared blocked for violating, according to them, terms and conditions to which I did not know everything was fine and in order I need answers since the only one of them is that the account was blocked and I can't do anything to get my money back

Dear cristianalejandroef,

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 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

Hello, the account is around 4 or 5 months old, I have been playing slots and the account could not be verified since it took more than a week, almost 2

Thank you very much, cristianalejandroef, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@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.

Hello cristianalejandroef,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Mr Bet Casino to join the conversation and participate in the resolution of this complaint.

Dear Adam,

Please find the proof of violation of our terms and conditions in the latest email from us.

Best regards,

Mr.Bet Casino team

Thank you for your response and email, Mr.Bet Casino team.

Dear cristianalejandroef,

The casino has supplied evidence that suggests your casino account is registered in a name different from that stated on the Identity documents you have presented for verification.

Could you please clarify if this is correct?

Hello good morning, if the account has a different name but nowhere does it say that it has to be with the name of the account! And it is supposed to be identity verification, not account name, I hope they can solve this and that they understand that I do not infringe anything

Dear cristianalejandroef,

Please be informed that by registration you've agreed to our terms and conditions.

By providing false information about your identity while registering the account you've violated terms and conditions clause 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.

Best regards,

Mr.Bet Casino team

Do not provide erroneous information in any way, it is real and reliable only the name of the account changes that you can place the one you want

Dear cristianalejandroef,

I am not sure I fully understand, could you please clarify if you have used a different/incorrect name (First name and Surname) to that which is on your ID document when registering your account?

No, why when you make the account you must put your first and last name, only the username is different, the information entered is correct

Dear All,

Please be informed that by creating an account by Mr.Bet the player has to enter his first and last name correctly. The player's full name does not consider to be the name of the account or username. It is possible to indicate a username too, but this does not relieve the user from the need to enter real data about himself, namely the full name, which then, during verification, will need to be confirmed.

The name and surname are correctly entered, the username is the different one, I entered everything correctly in the profile, I did not lie about anything

Hello cristianalejandroef,

To make sure I have all the information correct, could I ask you to confirm the following information as used to register your account by sending it to my email (adam.m@casino.guru):

Your Username

Your First Name

You Surname

If you have anything that might support this information, for example, a screenshot or an email from the casino that displays the above information please also include this.

Hello Adam, I sent you an email where MR BET casino and ahbaia verified my name and identity and only the verification bank account and the account name and Mau name were missing, I hope they are very helpful, greetings

Hello cristianalejandroef,

Thank you for sending the information requested.

Dear Mr. Bet Casino,

The player has supplied a screenshot of a response from the casino stating "All that remains is to verify your webpay payments and provide proof of payment for bank transfer."

This suggests that all other details were previously verified, could that be correct?

Dear Adam,

The fact that we requested proof of payment and address does not exactly mean that all previous information was approved in advance. 

After the user had provided all necessary information our appropriate department checked the documents manually and detected a violation of clause 3.1.3.

Thank you for clarifying, Mr. Bet Casino.

Dear cristianalejandroef,

It is very important when registering an account to input the correct name as well as all other personal data. This is a requirement in all casinos, not only this one.

The casino has provided adequate evidence that on this occasion, you have registered with a first name that does not match the first name on the document you have provided for verification and is actually the same as the username you stated you chose. While this may have been a mistake, it is still not the correct name and is in breach of the terms and conditions.

Consequently, I am afraid I will be unable to assist any further and the complaint will be rejected.

I am sorry I could not have been of more help.

Best regards,

Adam