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

Hello! I would like to ask for your help! 2 days ago they accepted all documents, the check was successful, now they have blocked my account, that I violated the general contract regulations! I gave everything exactly as they asked and the whole payment is still in trouble! This procedure has been going on since 2024.10.08, I am getting tired of it! Help me because I can't be smart anymore!

Dear inrus23,

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 clarify which games you focused on - slots, live casino, sports betting, etc.?
• Did you accumulate your winnings with or without an active bonus?
• Did the casino specify which rule(s) you breached?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

I accumulated the winnings on the book of cats slot machine and played through all the bonuses! I violated the casino's 3.1.3 rules, but I don't understand because I sent all the official documents! I gave you all the information you asked for!

Thank you for your reply, inrus23. I checked the General T&Cs and I found this:

3.1.3. You must provide all mandatory information requested on your registration form, including your identity, address, and contact details such as a valid email address, place of residence, phone number, date of birth, and relevant payment information. All information must be true and accurate. You may not use a PO Box as Your place of residence. It is Your responsibility to ensure that the information You provide is complete and correct. Be aware that we conduct verification procedures and that Your Member Account may be blocked or closed if You are found to have supplied false or misleading information or documents.

Could you please confirm that you filled out your player profile? If you did, did all your personal information match the personal information in the documents you provided?

Have you tried contacting the casino regarding this issue? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Hello! I have filled in all the required information and entered everything correctly! I tried to contact the casino blindly but was unsuccessful! Can I forward all the documents to the email address provided?

Thank you very much, inrus23, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Okay, thank you very much Kristina.

Hello inrus23,

I'm Michal, and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite Mr Bet Casino to join the conversation.

Dear Mr Bet Casino,

Please provide any evidence supporting the alleged violations of your terms and conditions that the player is being accused of. You can send the information to me at michal.k@casino.guru.

Dear Michal,

We have sent you a reply to your email. Please review it so that the reason for blocking the account will be clear. 

We appreciate your help in resolving this complaint and are always ready to cooperate. 

Thank you for your email, Mr Bet Team. I have responded back with some additional queries.

Dear inrus23,

I have reached out to you via email as well and am awaiting your reply.

Okay, thank you very much.

Dear Michal,

we received an e-mail from you earlier. We are currently investigating the case further and gathering information on it based on your email response. As soon as we have collected this information, we will be able to give our final response.

Thank you for your co-operation in this case, if you have any questions, we will be happy to help you. 

Dear Michal,

we have sent you an email with a reply to your earlier letter, please review it. Thank you in advance for your help in resolving this complaint. 

Thank you for your response and your email, Mr Bet Team.

Dear inrus23,

As I have informed you via email, sadly there was a violation of the casino's terms and conditions on your part. While I understand it might have been most likely unintentional, sadly, such violations cannot be overlooked. The casino team has acted in accordance with their terms and conditions you have agreed to when registering your casino account. The casino will refund your latest unused deposits, which seem to be the only viable course of action in this situation.

I can only advise you to follow the casino rules not only in Mr Bet casino but in any other casino in the future to avoid similar situations. Please let me know your you receive the refund.

I'm so sorry, thank you for your work.

Dear inrus23,  

Could you kindly confirm whether the refund has been issued to you?

Hello! Unfortunately I haven't received it yet.

Dear Mr. Bet Team,  

Could you kindly inform us of the expected date for the disbursement of the agreed refund?

Dear Michal,

We have sent a request regarding this refund to our internal payment provider. So far, there is no information available. We are following up for an update.

Dear Mr. Bet Team,

I would appreciate any updates you may have regarding the status of the refund disbursal. Thank you.

Dear Michal,

We are monitoring the refund request at the moment, as previously mentioned it will be processed. The request is unfortunately still under processing at the moment.

We thank you for waiting and will also inform you as soon as an update on it is known. 

Dear Michal,

According to the information we have learnt, a refund of the deposit has been issued to a user. Our colleague from our support team emailed the user an RRN number, which the user can use to find this transaction or contact his bank to find this transaction. 

Thank you for the update, Mr Bet Team.

Dear inrus23,

Please let me know once you receive the refund.

Dear inrus23,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.