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

I have been depositing a lot of money in the casino and the deposit is automatic without problems, I have done nothing but lose constantly and now that I have won a considerable amount they asked me to verify data and documents which I send. Today I tried to see how my request was going and I find that they blocked my account so as not to pay me, it is not the first problem they have had to withdraw money, I need a prompt solution

Dear Maximiliano,

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. Have you accumulated your winnings with or without an active bonus? How many days ago you have requested the withdrawal and applied for the account verification?

Are you sure your account is blocked and not audited only which usually happens after a player accumulates a substantial win?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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,

Petronela

Thank you very much for answering, without bonus accumulate profits. Approximately on January 25 I made the request for withdrawal and verification was requested the following days. Yes, I am sure that it was blocked and I have proof of emails and conversations

Translated screenshots from the player:

Thank you very much, Maximiliano, for the forwarded screenshots. Do I understand correctly that your account has been blocked because you have entered the PO Box address as your permanent one and couldn't verify it?

that's what they told me, they indicated that I put my email instead of other information is what I understood and it was not. Since it did not allow putting @ in other boxes where they asked for other information.

So there has been some incorrect information entered when you were completing your casino account profile, is that correct? Could you please explain why you have entered a PO Box address instead of the one that is displayed on your personal ID?

I didn't do that, is what they say. It is more attach my identity card, card to which they would deposit me and all the data they asked me for. Never alter anything or break any rules. I asked them to send me proof of what they say and they do not respond

Thank you very much, Maximiliano, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) 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.

Hello, Maximiliano,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Mr Bet Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Mr Bet Casino Team, could you please provide us with an explanation of the player's situation in more detail from your point of view? What next steps should the player take to get his account unblocked and verified?

Thank you in advance for providing the information.

Hello Branislav,

Please kindly check our recent response regarding the case.

If you need any additional information please let us know.

Best regards,

Mr.Bet casino team

Greetings all,

Thank you very much, Mr. Bet casino team, for providing the information and for your reply.

Dear Maximiliano,

Could you please provide us with a reason, why did you put a different name and surname in the registration form compared to the name and surname on the ID that you uploaded for ID verification?

That was not the case, and that is what I am claiming. I even asked them for proof of what they say, but they don't send me the proof, they just insist that I post wrong information... so it's not the first time they've done it. What is the backing of what they say? It would be illogical to put another name and upload a different ID, also for the registration they asked for my rut which is also the same one that appears on my ID. They didn't let me check what they say, they just closed my account and that's it. That's why I need a solution