The player from Argentina faces account closure at Mr. Bet after attempting to withdraw winnings. He attributes the closure to confusion over using different emails for his Skrill account and the casino. Despite successfully depositing and playing, his withdrawal is left pending, and he is unable to access support.
Mr Bet Casino - Player's account has been closed unexpectedly.
Amount: $18,000 ARS
Mr Bet Casino
Safety Index:HighSafety Index
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8.9
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Case opened
Current status
Waiting for Casino Guru to reply
6d 2h 10m 33s
Case summary
3 hours ago
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1 month ago
Translation
So, I had some money in Skrill that I couldn't withdraw because it didn't meet the minimum amount required. When I saw the option on Skrill to deposit into this casino called Mr. Bet, I decided to do it with the intention of withdrawing a larger amount if I won (and indeed I did win and met the required conditions).
Now, here's where I believe the error occurred, and I'll explain: the email I used to create my Skrill account is from Outlook, but I no longer use it; I only use it for accounts where it's necessary. For my personal use and for any new accounts I create, I use a new Gmail email. I created my account on the casino and verified it by following the necessary steps (email and phone number verification). So I thought, "Okay," I was able to create and verify my account without issues.
I decided to deposit money because it seemed trustworthy, and, besides, the casino was recommended to me by Skrill. At the time of depositing, of course, my Skrill email didn't match the email for my casino account, but this didn't seem to be an issue for making the deposit. Whenever it's about adding money, there are no obstacles, mysteriously, only when withdrawing, and I don't know why (or if).
After playing multiple slots from different providers and also sports betting, I managed to increase my balance to the amount needed for withdrawal, which by the way is much higher than most casinos, but that's beside the point. The point is I reached the minimum requirement and proceeded to withdraw my money. The withdrawal was left pending, and after contacting support, they told me it could take up to 8 days. Yes, 8 days, which seemed crazy to me because I've never had to wait that long to receive a payment from any casino; I thought it might be something peculiar to this one.
I left my withdrawal pending and went to sleep. The next day, when I tried to log in to check on my withdrawal status, I realized they had closed my account because supposedly I created multiple accounts (I was new to this casino; in fact, I registered because it showed up on Skrill) and I was unable to log in, contact support, or anything. I believe they are confused because my Skrill email does not match the casino's, something that has never been a problem in other casinos. Honestly, I've never had issues with this at any casino. I'm attaching the screenshot.
I hope you can help me or at least make it known that this casino is not very recommendable, both for the issues when trying to withdraw legitimate money as well as the support, withdrawal timelines, etc.
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1 month ago
Dear lucashurtadocabj04,
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.
- Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
- Could you please advise if you passed the KYC verification before the casino blocked you?
- Did you accumulate your winnings with or without an active bonus?
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
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1 month ago
Translation
Hi Kristina, thanks for getting in touch with me. I would like to tell you that, as far as I know, there is no one in my house who has created an account at the casino, since I am the only one who plays at online casinos, except for my cousin who was visiting, but he usually plays at 1xbet, so I don't think he created an account just in the week he was here.
Regarding KYC verification, I was not asked to upload any documents. The only thing I was asked for was email verification and mobile phone verification, which I completed.
Finally, regarding the bonus question, I didn't use any bonuses. I just deposited and played with the deposited money, first doing spins and buying some bonuses on Pragmatic Play and Hacksaw slots, and then I played a couple of all-ins on sports betting, and they all went well. So I reached a sum that I was happy to withdraw and I decided to do so once I reached the minimum withdrawal (18,000 ARS).
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3 weeks ago
Thank you very much for your reply, lucashurtadocabj04. Could you 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.
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3 weeks ago
Translation
I found out that my account was closed because of the message I attached earlier when I logged in, but I can no longer access the support chat at the casino. I don't know what else to do.
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3 weeks ago
Thank you very much, lucashurtadocabj04, for your cooperation. I will now transfer your complaint to my colleague Kubo (jakub.m@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.
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2 weeks ago
Translation
Hello, I would like to ask if there is any new or good news...
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2 weeks ago
Dear lucashurtadocabj04,
I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.
I would like to invite the Mr Bet Casino's representatives to join this discussion and provide any available information to help resolve this issue.
Dear Mr Bet Casino,
Could you please provide a comprehensive explanation of this case, including the reasons behind the closure of the player's account?
Thank you in advance for your response!
Best Regards,
Kubo
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2 weeks ago
Dear Kubo,
We sent you an email with the reasons for blocking the user's account. Please check it for further resolution of the complaint.
Thank you for your cooperation and we are ready to help you in case of questions on this case.
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1 week ago
Dear Mr Bet Casino,
Thank you for your message. I have already sent an email with additional inquiries and am currently awaiting your response.
I appreciate your attention to this matter and look forward to your prompt reply.
Thank you for your cooperation.
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6 days ago
Dear Kubo,
We have sent an email with the requested clarifications and appreciate your prompt attention to this matter.
Thank you in advance for reviewing our response.
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3 days ago
Dear Mr Bet Casino,
I have sent over the final set of questions and would kindly request your thorough review of them. Your responses will provide much-needed clarity on the case and help us reach an informed decision.
Thank you for your ongoing cooperation and assistance in this matter.
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21 hours ago
Dear Kubo,
We have already sent an email with clarifications regarding the case and would greatly appreciate your review of it. Please let us know if there’s anything else we can assist with.
Casino Guru is examining the case
