Mr Bet Casino - Player’s account has been closed without reason.

I took a bonus of 88% plus 88 free spins. I did everything legally. then I had some bigger winnings and I decided it was time to cash out. I ordered it. Of course, I had to undergo verification immediately. and after three days they closed my account without even providing an explanation. just referring to the provision that they can and that's it. please help me

Dear MateuszAaapek,

Thank you very much for submitting this complaint. I'm sorry to hear about the issue you are facing. Please allow me to ask you a few questions to clarify your situation.

Could you please specify which documents you submitted for verification in the casino?

Have you used any VPN or IP-masking software to access the casino website?

What types of games did you play with your bonus?

Have you made any successful withdrawals from this casino before your account was blocked?

Have you communicated with customer support after you found out that you were unable to access your account?

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

Best regards

Veronika

Thank you for accepting my case. The documents I submitted are my ID card, account statements, payment card statements, and payment confirmations. I did not use any masking programs. I played ultra hot spin, power diamonds, and royal joker. I withdrew PLN 1,000 from this casino twice. I had the account for several years. I contacted customer service. I even wrote to my manager I had there.

Thank you for your reply.

Am I correct in understanding that your account was closed during the KYC verification process and has not yet been fully verified? If so, please forward the documents you submitted for verification to my email at veronika.l@casino.guru.

When you contacted support or your personal manager, were you provided with a more detailed explanation as to why your account was blocked?

Good morning. you understand so well. was closed during verification. and the verification process only started with a large payment, they didn't want anything until the payment was PLN 1,000. documents are attached. After contacting my personal manager, Wladyslaw, I did not receive any response. His excuse was that they didn't like me and they had the right to close my account and irreversibly reset my winnings to zero. I had an account with them for several years and as long as I deposited money and didn't withdraw it, no one bothered me. Usually when I had any winnings, I just played until I lost everything. This situation happened about a month ago with an amount of PLN 80,000. so I think that now they are surprised that he wants to pay. They forcibly prolonged the verification, rejecting documents every now and then and then accepting the same ones. They referred to Article 3.7.1 of the Regulations. Best regards

Thank you very much, MateuszAaapek, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear MateuszAaapek, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite Mr Bet Casino representative to join this conversation. 

Dear Mr Bet Casino, could you please provide more information about this case? 

Looking forward to your reply.

Dear Katarina,

We have sent you an email clarifying this case to your email address, please check this letter with the details mentioned in it. 

Thank you for your co-operation. 

Good day. Can I also ask to read the response to the complaint from Mr Bet Casino?

Dear Mr Bet Casino, 

thank you for your email. I already sent you a reply.

Dear MateuszAaapek, 

I would like to assure you that I am fully committed to facilitating a successful resolution to this case. I will provide you with an update at my earliest convenience. Thank you for your patience.

We have sent you an email with a detailed explanation of the situation. Thank you in advance for reviewing it.

Thank you Mr. Bet casino for your email.

Dear MateuszAaapek, 

I am presently in communication with a casino representative regarding your case. Please be assured that I will provide you with updates as soon as I have any pertinent information.

Dear Mr Bet Casino, 

I have sent a follow-up email. Could you please confirm if you have received it?

Dear Katarina,

we received your email and replied to it. We kindly ask you to review it.

Thank you in advance for your help in this case. 

Yes, I received the e-mail. On Wednesday I will attach the document that requires Mr Bet

MrBet wrote me a message that he needs additional documents from me. I will try to provide them to both parties by Wednesday

Dear MateuszAaapek, 

thank you for your message. Could you please confirm if you have forwarded all the necessary documents to the casino?

The ones I sent having their website I don't have any confirmation. Because I didn't expect such a situation from the casino. Now in the week they sent an e-mail with additional documents where I think they do it just so I wouldn't be able to deliver them and because of that they wouldn't want to burn

I will also add that the document they are waiting for is hard to get. I will send you the email I received from them.

They expect a card that I don't even have, I never had one. I don't know where they got it from. This is ridiculous. They lie and cheat, but to not withdraw I can send any single card that I have and that I am the owner of. And I have never had such a number and I have never paid.

Dear MateuszAaapek, 

I have not received any email from you yet. My email address is katarina.d@caisno.guru.

What card are you referring to, please?

I can't send you a message, the server rejects it.

Dear MateuszAaapek, 

can you please try it again? My email is katarina.d@casino.guru

I'm sending it now. Please check

Dear MateuszAaapek, 

Thank you for your email. I have reviewed your message and provided a response accordingly.

Please keep us informed of your next steps.

Today I will send the statement that Mr Bet expects from me

Dear MateuszAaapek, 

thanks for your message. Please let us know once the document is sent to the casino.

Dear MateuszAaapek,

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.

Hello, I'm waiting for the appropriate papers to deliver to you because the ones I sent will not meet the requirements. It is a matter of a few days and I will attach them here on the website and send them to the e-mail address.

Best regards

Dear MateuszAaapek,

thanks for the update. I will await your email.

Hello. I received a message from the relevant authorities that the document will be available for collection this week.

Dear MateuszAaapek,

thanks for the update. Upon receipt of this document, please forward it to the casino at your earliest convenience. We kindly request that you keep us updated throughout the process.

Will there be any more documents needed? I'm waiting for some now, so I'll get the rest done at once. With one wait.

Dear MateuszAaapek,

have you already forwarded the requested documents to casino, please?