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

meine konto wurde blockiert because of 3.3.3 the payment manager may carry out additional verification prcedures for any cumulative withrawals exceeding 2300euer or your currrency equivlent and further ressevesthe right to out such verification procedures in case of lower payouts dass steht da

Dear Warson,

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

Please understand that it is a common procedure for casinos to audit players’ accounts, particularly, after accumulating a larger win, even if their accounts have been successfully verified in the past. From our experience, it may take 14 days, but every casino is different and has its own procedure which needs to be followed. That’s why we advise players to be patient and fully cooperate with the casino.

Do I understand correctly that this was your first withdrawal request in this casino? I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela 

14 Tage okay ich werde warten bis das prüfen meine konte ist.

Thank you very much for your understanding. I will be waiting for the update patiently.

Hello Warson,

Have there been any developments since our last conversation?

Nein noch nicht keine neues

Thank you very much, Warson, 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.

Hey Peter

Hi Warson,

I 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.

We would like to ask Mr Bet Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.

Dear Warson and CasinoGuru Team!

We would like to point out that a standard verification was requested from the user to process a withdrawal. However, the user has uploaded the documents of the person different from the person who created an account. It is considered a violation of our T&C and that's why the user's account was blocked.

If any additional information is needed, please let us know.

Best Regards,

Mr.Bet Casino Team.

Thank you Mr Bet Casino team for the reply. Dear Warson, If you failed the verification due to the reasons stated above, I'm afraid there is not much we can do. Can you confirm that the verification failed?

Ich bestätige das mr bet Überprüfung fehlgeschlagen ich alles in meine die Bankverbindung gehört ich kann es beweisen.

Dear Mr Bet Casino team,

Could you please provide some sort of evidence that Warson uploaded documents of a different person to my email address (peter.m@casino.guru)?

Hello, Peter!

We would be glad to provide you with all documents necessary to prove that the customer has willfully violated our Terms and Conditions. In particular, the documents uploaded by the customer during the verification procedure do not belong to the account holder.

Kindly note that such documents contain the personal information of our customers, in particular their name, photo, etc. Our company is subject to strict data protection requirements, in particular the GDPR. As a responsible, forward-looking business, we recognize the need to comply with the GDPR, and, as a data controller, have taken steps to ensure that all necessary measures are in place to protect the personal data of our customers.

We found that we do not have a data processing agreement (or similar contractual arrangement) with you. Please note that we cannot share the personal information of our customers without a data processing agreement in place.

We would be happy to cooperate with you in order to ensure that such an agreement is in place and that both parties’ legal responsibilities are fulfilled.

Could you please provide us with your draft of a data processing agreement before we proceed with the case?

As an alternative way, Warson could provide you with the documents he sent us trying to verify his account and you'll make sure that the name of the person on the ID does not match the user's name.

Best Regards,

Mr.Bet Casino Team.

Hi Mr Bet Casino team,

Thanks for your reply. We can have the player sign a Power of attorney and send it to you in a form you prefer. Let me know if this would be an option. In the meantime, I will ask the player for the documents that he uploaded.

Dear Warson,

Could you please forward the aforementioned documents you sent to the casino for verification and a screenshot of your casino profile with the name used for the registration to my email address (peter.m@casino.guru)?

Klar mach ich das also dass Email gehört mir und warson ist meine andere aber auf meinem Bank Konto wo das Geld überweisen hab zeiht meine richtig Name

Hi Warson,

What do you mean by "other one"? What name exactly did you use for registration? I haven't received any email from you yet.

Hi Warson/Imran,

If this is the case, I'm afraid I can't help you. Please note that you always have to register a new casino account in your name, use correct personal information and use payment methods that are also registered in your name. Most of the casinos always verify the identity of a player and have very strict policies when it comes to KYC (know your customer/client). I can only recommend you be careful when registering a new casino account and always use the correct data. I wish I could be of more help.

Best regards,

Peter