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

I've been playing Mr Bet for a few months, I've already made several deposits, I've also made two withdrawals, now finally I requested a withdrawal and they asked me for verification, I sent the data and noticed I was missing a proof of residence, I tried to contact support asking how to send the doc so as not to make an error, support told me to hope that I could send it if I was refused, today I received an email that my account was closed, they didn't give me my money or ask me to send anything I might have missed. I registered with my name, my email, my cell phone, and my data. I sent ID, bank print, bank card photo, selfie and I don't know how to solve it, will I have to go to court? Help me...

Dear eurobsonbertolla,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner.

Do I understand correctly that you haven't received any explanation from the casino regarding this situation?

Would you be so kind and send me all the relevant communication between you and the casino so we can gather as much information as possible? My email address is kristina.s@casino.guru. Alternatively, you can post it here.

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,

Kristina

Hi Kristina, that's right. The only information was that it was suspended due to policy violations, but I sent my correct data, ID, card photo, account print, selfie and today they sent me saying the same thing, they didn't give me an option to resend if something wasn't clear , they even accused me of sending false documentation, I am a serious person! I've asked many times what I do to solve it and they don't give me an opaque or clear answer, I think they really want to hit me and not pay me..Help me

Thank you very much eurobsonbertolla for your reply and email. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Dear eurobsonbertolla,

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.

Thank you very much Peter, I tried 4/5 more times to contact trying to understand where I violated any rule said by Mr Bet, they didn't give me clear information, but they accused me of sending false/misleading documents, in an email they said I sent it in the wrong place the address information, but I always sent the real document and tried to help me send the documentation that was in the wrong place, but I never sent anything false and I was always available to send what was missing, nothing justifies blocking me and/or withholding my money without me give the opportunity to send it again, even because before I finished the opinion, I went to try to help, according to support I could send it back after analysis, I am available to Mr Bet for any necessary information, I want my money and also if possible to continue using the site, even if some information was in the wrong place, as I do not speak English, such an act could happen, however at least being able to correct the place should be made available for to the client, considering that I am a depositor and none of my documents are false... help me, I want everything to be done correctly, I am available for any adjustment and also any investigation, as I am a true and fair person... att Robson Bertolla

Dear Casino Guru,

Please, be informed that the user’s account was blocked according to our Terms and Conditions:

"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."

We’ve sent you the evidence of violation per email and kindly ask you to check them. 

Best regards,

Mr.Bet Casino team 

There is nothing false or misleading about my documents, a colleague who plays with me sent the same papers, then he had an email enabling him to send it again, the only thing that changed was that I had money to withdraw, you did this to not pay the my value? What was the false or misleading document I sent? Are all Mr Bet's answers the same, always vague and unclear, did you accept more than 10 deposits and on withdrawal did I violate the terms? Why didn't they let me send it again?

You are having the same complaint as all the people who try to withdraw their money, using the term to withhold the values of customers, considering that if it is just documents, they could request a move, but here it is clear that it was not to pay the value of the player, I will go all the way because I want my money and because I don't provide anything fake. I have conversations Mr Bet where I asked for help with documentation and Mr Bet's assistant told me that I would be able to send...

Thank you Mr Bet Casino team for the email and evidence.

Dear eurobsonbertolla,

Based on the evidence provided by the casino, 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. 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