Mr Bet Casino - Player’s account was blocked.

Hello, hopefully you’ll be able to help me with this.

 Back I November when I registered this account, I tried

playing one of my favourite games, roulette, on this platform, I noticed that to withdraw I would have to play about 20 times my deposit amount before I could withdraw if I had any winnings, figured it wasn’t worth it, so I left. Now back then I completed my account verification. My account was verified with my NATIONAL ID. I have the email for this verification, and I will be uploading it.

I was searching for a new casino early January after an issue

with 1WIN, during my search on casinoguru I found bluechip.io, now here’s where the problem started, while verifying my account on BLUECHIP on the 9th of January, the automatic verification failed, the message I got was that a manual verification would have to be conducted. I immediately got a mail from MR BET saying, my documents didn’t pass the verification process.

 I’m like what’s going on here, I haven’t used my MR BET account since like mid December, and it was already verified, so I login go to

the verification page and it was also waiting a manual review of my documents just like BLUECHIP, the I notice that they’re both using the same third party verification software SUMSUB so I contact support, let them know that there’s an issue somewhere, explained to the what happened.

Now during this waiting process I checked MR.BETs rating on casinoguru and it was good, so I felt they were credible, I made two deposits, lost the first, had money remaining from the second, now I want to withdraw, but I can’t cause of the verification Issue, After going back and forth about two weeks, I get a message that my NATIONAL ID can’t be accepted again as proof of Identity, shocking right, so on the 24th of January I head over to Immigration to get my International passport done, now doing it in my state would have cost 15k but it would have taken two months to get ready, but I needed it to get my account verified so I spoke with the officers there and was

referred to a neighbouring state where I had to pay 75k ( 5 times the normal amount), that’s minus the cost of transportation to get it done. Now I upload it my account gets verified, finally.

Second half of April I placed a withdrawal of about I think about 500k, then on the 28th of April I get an email again saying I should confirm my Identity, now there’s a new tab again Investability (not sure if this is a word, but that’s what was there), I upload the necessary documents, on 8th of May I get an email saying that verification failed.

I uploaded my again ID and bank statement from October till that

date, now this ID is the exact same Image that I’ve been using to verify my account since January, I had it saved on my phone, never deleted it. 16th of May I get a couple of emails one saying my withdrawal request was declined, another saying I failed the verification again, and a third saying my previously uploaded documents weren't accepted and that I should re-upload the documents for verification source of funds and proof of identity, Also, to regenerate the withdrawal to the method from which you made deposits.

So, I do just that, get withdrawal screenshots from my bet

platforms that I still have access to, I upload all of this to MR BET.

A week goes by again no response, so I message support

complaining about this, told them that they should just close my account and

give me my money, they said it wasn’t possible without me doing the

verification, support said that the ID that I uploaded was a screenshot, was

the response that they got from the department in charge, now this ID is the

exact same image I’ve been using for verification all this while, it’s the

Image I took on 25th January, all of a sudden its not acceptable anymore like the

same way they did with my NATIONAL ID back then, I let her know that I was going to file a complaint with their license provider, she said she had

notified the responsible department about my verification.

I check the next day my account wasn’t verified, no email of it

failing also, I wait another day then try again, only for me to see that I’ve been logged out an can’t login again, I get an error message saying I’ve been blocked in violation of terms 3.3.3, I asked for the amount of money in my account so that I can lodge a complaint, I was told to fill a form before I could get that information which I did. A couple of days later I get an email with a pdf file named payment, I open it in it I see a transaction carried out on my account on the 29th of June, a transaction which I didn’t make, apparently they transferred all the money in my account, without notifying me, without even letting me know that my account had an issue and was blocked, I reply asking where my money was sent to.

I’ve attached the screenshots of the email conversation below. They've yet to let me know which information was not correct.

Dear isikalujoshua01,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Mr Bet Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

Do I understand correctly the casino refunded you your funds in your bank account prior to blocking your casino account? Could you please specify in slightly more detail what the disputed amount (1,525,384 ₦) represents?

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,

Tomas

No the money was not sent to me, I don't know where it was withdrawn to, I didn't place any withdrawal request, the email was a response to me requesting for the ammount in my account so I could file a complaint.

Also they sent me an email yesterday night requesting for my passport, account statement and proof of funds.

I have already uploaded this previously on the site but I would send it via mail again.

The thing is apart from my passport that they refuse to verify, they are looking for a bank statent that shows salary earnings or something of such and I don't have a salary account only my savings, and that's where u make my deposits from and I've explained to them that the money I use to play are proceeds from previous gambling winnings, I uploaded proof of withdrawals from sites that I still have access to and also my neteller and skrill account statements showing proof of winnings from sites I don't have access to, like icecasino and vulkanvegas, they both blocked me with no reasons , they just said that the casino has the right to do so, I had no money in both accounts so I left it at that. For sites like 1WIN the withdrawals were to my binance wallet directly ( I have a case open with 1WIN on casinoguru, they've released the money I'm my account but a deposit is still yet to be accounted for). All my proceeds be it from neteller, skrill, jeton, even bank withdrawals always end up in my binance because that ms where I keep my money.

I honestly don't know what else they want.

I'll send the requested documents and keep you appraised of their reply.

Thanks for the update.

Would you be able to send me the email from the casino about the transaction from June 29th and any other relevant communication from the casino to my email at tomas@casino.guru? I'll await your reply.

Sent it to your email

Thanks for your emails, isikalujoshua01.

Was there any update from the casino regarding the documents you submitted to them on 6th of July? Has the casino accepted your explanation of your source of funds and have they accepted your other documents requeired for verificaiton? I'll await your reply.

No reply yet Thomas

Thank you very much, isikalujoshua01, for providing the necessary information. 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.  

Thank you Thomas

Hello isikalujoshua01,

I'm Michal and I have taken over your complaint. I have reviewed your case and it's a tricky one. The casinos can request the verification almost anytime. If they were not happy with your "older" ID picture I guess you can take a fresh one as well as a fresh picture of your passport, maybe the new pictures will be accepted, another thing is that casinos quite often request a source of funds proof which in your case is a little bit complicated as if I understand it correctly you don't have a work contract and as you mentioned you have used the funds you have won previously in other casinos, however, the casino should be able to accept that once you provide them with relevant proofs (I believe that email confirmations of withdrawals and payment method statements that the amounts were successfully received should be acceptable), but I will contact the casino to shed more light on this.

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

Dear Mr Bet Casino,

Can you please provide more information regarding the player's verification issues? As the player has informed you already they have used funds from winnings in other casinos to deposit to their Mr Bet casino account. What proof of this will be acceptable to you? Why were the provided documents (player ID and Passport) not accepted?

Dear Michal,

The user's account has been blocked under clause 3.3.3 of the terms and conditions

3.3.3 The payment manager may carry out additional verification procedures for any cumulative withdrawals exceeding 2000 EUR (or your currency equivalent), and further reserves the right to carry out such verification procedures in case of lower payouts. Documents for verification including but not limited to all below-mentioned documents should be provided in good quality only and within 14 days since request: 

- if you do not or cannot provide us with such information or such information is not satisfactory, we may lock or restrict your Member Account until you have provided us with such information, and if we do not receive the required information, or we are otherwise unable to verify your identity, we may terminate these Terms, close your Member Account and may return to you on request any Deposit funds in your account at the time we placed a lock or restriction on your Member Account, plus any funds deposited after the lock was placed on your Member Account, subject to these Terms and except where it is necessary for us to delay or withhold the payment to you of all or some of your Deposit funds to comply with our legal and regulatory obligations including our anti-money laundering and fraud prevention obligations.

The user still has the opportunity to unblock his account, for this, he needs to provide a document confirming the identity and Source of funds. Previously, a user sent screenshots of an identification document that we could not accept. Also, the user did not send us a document that would confirm his source of funds. In the case of a user, he claims that he used the money he received in another casino, these should be the following documents:

Letter from a relevant organization (Lottery headquarters/betting shop/casino); or - Bank statement showing funds deposited by company name;

Thank you for your response, Mr Bet Casino.

Dear isikalujoshua01,

Kindly acquire the necessary documents and send them to Mr Bet Casino to complete your verification process.

Dear isikalujoshua01,

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 Michal,

Thanks for your patience, sorry I had to leave this till the buzzer, I was waiting from responses from the casinos I contacted.

The two main issues are:

1.      The ID verification

2.      The proof of source of funds from casinos

For the Issue of the ID verification, I see no reason why the picture I uploaded would be called a screenshot, the last email I sent was with fresh pictures taken the day I sent the email. I even snapped one with the email Mr.Bet sent in the background so I see no reason why this was also considered a screenshot, I’ll forward you a copy of this email.

This here is the previous one which was not being accepted

So I'll like an explanation as to why this images are considered screenshots knowing fully well that they are not.

Dear isikalujoshua01,

Thank you for your response, can you please provide a document confirming the Source of funds?

Letter from a relevant organization (Lottery headquarters/betting shop/casino); or - Bank statement showing funds deposited by company name?

Dear Mr Bet Casino,

I have received the same ID documents the player sent to you and the passport was clearly readable so I'm not sure why it should not be accepted. Are the additional pictures the player has provided more acceptable or do you require any other documents for the player verification apart from the source of funds?

Dear Michal,

isikalujoshua01 needs to provide the source of funds documentation as we still require this information at this stage. Thank you for your cooperation.

Dear isikalujoshua01,

As I and Mr Bet Casino team have stated above and as well in the email I have sent you,

please provide a document confirming the Source of funds.

Letter from a relevant organization (Lottery headquarters/betting shop/casino); or - Bank statement showing funds deposited by company name?

Dear Michal,

Trust youve been good, sorry for the delayed response, was waiting for feedback from the casinos In reached out to.

I reached out to about 4 different casinos I play or played on, they don't give out any letter, and for a platform like Mr.Bet which until recently didn’t even offer bank withdrawals to my country and which offers various methods of withdrawals, that they’ll only accept "Bank statement showing funds deposited by company name" as valid proof of funds is wrong.

Above is a screenshot of my withdrawals from wild.io a platform I found on casinoguru and a fully crypto platform, I had a conversation with support and they said I should use screenshots for verification, I told them that it was not being accepted, I was told to send an email to their support that they might be able to help which I did.

Above is the email I sent and reply I got, still haven’t received the document till now.

For icecasino and vulkanvegas I was told to use screenshot of my withdrawals, I told them it wasn’t being accepted, and requested a document showing my transactions on the platforms, I made this request on the 26th of last month also, still yet to receive the document. I do have Skrill and Neteller statements of account that shows the withdrawals, but it doesn’t show the name of the casinos, vulkanvegas and Icecasino, instead it shows Brivio Ltd and alwayswin.

This is also the same for my withdrawals from Mr.Bet, it shows as Faro Entertainment Europe Ltd., no reference of Mr.Bet as you'll see on my neteller statement.

Here are some screenshots, the statements are in PDF so unfortunately I can't upload them but i'll foward them to you via email.

There's a re-occurring name, Adewale Johnson which shows multiple times on my statement that I sent money to, that a friend of mine in the United Kingdom which helps with me my withdrawals. The reason for this is that:

crypto withdrawal is not enabled on Neteller in my country

There are no local bank withdrawal options, it has to be a domiciliary account, of which there are limited options

So I send my funds to him and he sends it to my crypto wallet via his Neteller, since crypto withdrawal is enabled in his country. I asked him to generate his statement for both his Neteller and Skrill accounts. I'll forward this to your mail also.

I'm explaining this to show how my withdrawals go from my Neteller and Skrill accounts to my crypto wallet (Binance).

I also reached out to Vulkan.Bet to request for a document that shows transactions, this one was necessary because while I still have access to the account, it only shows transaction history for a limited time period of 90 days. This I did get a reply to , the reply was an email containing an excel document showing my transaction history.

Heres a screenshot of my withdrawal page from vulkanvegas

As you'll see from the file in the email I'll foward to you most of my withdrawals via USDT and Binance Pay, both to my Binance wallet.

And while my bank statement does not show most of my withdrawals it doesn’t mean there are none, if you search for "EPL PARTNERS NIGERIA LIMITED" you’ll see 5 credit transactions, these are from a local bet site in my country by the name of https://betbonanza.com, these are for the amounts 27,000, 519,000, 352,000, 273,000, and 308,000, and yes the name is different from the site name, but I’ve noticed that’s common with the majority of casino platforms.

Also on April 17th,18th, 19th, and 20th you’ll notice credit transactions of the amounts - 254,894.06, 253,934.78, 251,548.34, and 251,867.38 respectively and one on the 1st of May for the amount 68,198.43, these are bank withdrawals from Vulkan.Bet for 2000 euros (500 euros each) and 135 Euros.

I had previously established hopefully with sufficient proof that my withdrawals end up in my Binance account. The majority of deposits in my bank statement of account are from Binance Peer-2-Peer transactions, crypto is partially banned in my country so one can't make direct bank withdrawals only p2p withdrawals, basically a willing buyer willing seller market with Binance acting as an intermediary.

Above are screenshots of my binance withdrawal history to my bank account, all of these transactions should reflect on my account statement. Hopefully these should clarify things.

Dear isikalujoshua01,

Thank you for providing as many details and evidence as you could, I understand it's not easy for you, but I'm uncertain whether this will meet the requirements set by the casino.

Dear Mr Bet Casino,

Are the provided information and evidence from the player sufficient to finish the KYC and AML process?

Dear isikalujoshua01,

We appreciate your concern regarding your source of funds proof. We've forwarded the screenshots and explanation to the relevant department for review. They will assess if the information is sufficient for a conclusion.

Please bear with us as this process takes place. Your patience is valued, and we'll keep you updated on any progress.

Still yet to receive a response

Dear isikalujoshua01,

I fully understand your dissatisfaction with the waiting, but sadly, there is not much else to do here but just wait. Please be assured that once there is a development, you'll be immediately informed. At the moment, I kindly ask you to be patient.

Dear isikalujoshua01,

To ensure the security and compliance of your financial transactions on our platform, we kindly request official documentation that verifies the source of your funds.

Please provide one of the following:

Official Casino Statement: Include details of your gains or winnings.

Property Sale Confirmation: Include details of the property sale.

Salary or Income Statement: Include your earnings details.

Unfortunately, screenshots provided earlier cannot be considered as source of funds.

Dear isikalujoshua01,

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.

Hi Michal, MrBet

Sorry about the delayed response, it takes a while to get feedback from casinos.

As requested I’ve forwarded the mail with official documents received via mail, for Vulkanvegas, icecasino and vulkanbet.

As you'll see from the chat below i requested for a letter as you saud, and explained what its was meant for but all I got was an excel document showing my deposits and withdrawals.

Sorry, You'll have to do the maths.

I would have forwarded this email also but it contains some confidential information.

Unfortunately as you’ll see from the email I forwarded from betbonanza (EPL PARTNERS NIGERIA LIMITED on my bank statement) stated that they don’t provide such a document.

I would love to provide screeshots of my transaction history for this but deposits, withdrawals and games played are together so its not really feasible.

Above is an email from Betbonanza showing that they are run by EPL PARTNERS NIGERIA LIMITED, you'll see withdrawals from them on my bank statement.

What caused my delayed response is that I'm waiting to get a reply from 888STARZ and LINEBET.

The reason why I didn't bother with these two initially was that its been about a year since a I used them, and neteller only generates statement for a year so most of the transactions from them wouldn't reflect on my neteller statement, but the difference between this and the rest is that deposits and withdrawals were made via neteller. If you check my neteller statement you'll see at the begining a couple of transactions from 888STARZ and Betting deposit (LINEBET),

so what I've done is generate a screenshot from my neteller app

you can see that this shows both deposits and withdrawals. To be honest its been so long I had totally forgotten about both of them till I received a mail from 888STARZ last week. probably stopped using them for a reason.

Anyways the documents from the rest should be enough is my maths correct. if the document from the other come in before I get a reply from you, I'll send them.

Also no luck on a document from wild.io, was told to use screenshots of my transaction history

here're screenshots of both deposit and withdrawal pages.

Dear isikalujoshua01,

Thank you for providing us with all the information you've shared. We have successfully received your input and have transferred it to the appropriate department. We are now eagerly awaiting their response and will get back to you as soon as we have their comments or any further updates. If you have any additional questions or concerns in the meantime, please feel free to let us know. 

Thank you for your response, Mr Bet Casino.

Dear isikalujoshua01,

Thank you for providing as many details and evidence as you could, we hope that it satisfies the criteria established by the casino team.

Kindly inform us once you receive a response from the casino team regarding the outcome.

Hello Michal,

I have forwarded the response I received from Mr.bet to you via email.

Hello MrBet,

 It seems we’ve come full circle, no really the response I was expecting but…., anyways I noticed that in the email you said that this documents were required to consider the reopening of my account, honestly at this point I’m not interested in reopening the account, if you were to open it I would ask you to close it back, what I’m interested in is my funds stuck in the account, as you’ve shown its possible for you to process transactions from your end so if you would be so kind and if it wouldn’t require any additional documents please process my withdrawal to the account I used for my deposits.

If that would not be possible (which would most likely be the case), for the Identification Document can I upload one of the previous ones or do I need to snap a fresh one.

As for the Source of Origin Funds I would like to confirm the amount of funds I’m supposed to account for according to the calculations from my statement I requested the amount I have to account for is 3,296,500 Naira and that’s including the current deposit of 1,200,000 Naira in my account when it was blocked, I got this from subtracting deposits from withdrawals. Also I would like to point out that any account I provide will have no link to my deposits made on Mr.Bet cause it’ll be a different account from the one used to make deposits. How you’ll use it to verify my deposits I have no idea but it’s what you’ve requested for. So, while it’ll bear my name and have more than enough funds to account for what was deposited on your platform, I want to make it clear that I made no deposits from there to your platform, hopefully you understand. Please confirm with your department if the value 3,296,500 Naira is correct so I can provide necessary documents and we part ways.

Also when you say a bank statement for the last three (3) months, is it 3 months back from today or from when I made my last deposit?

Dear isikalujoshua01,

Thank you for your email and your effort in providing as many details and evidence as you could, I understand that it is difficult for you to provide the "standard evidence" when it comes to your source of funds, but the casinos have to follow certain regulations and policies when it comes to KYC and AML. I'm not quite sure if the evidence provided meets the requirements set by the casino.

Dear Mr Bet Casino,

I can imagine that not all the evidence provided by the player doesn't meet the requirements for completing the KYC and AML process as it is not "standard evidence". The player has made efforts to supply as much information and evidence as possible. Your recent email seemed to be a duplicate of a previous one to which the player had already responded. Could you please clarify if any additional evidence is required from the player, or specify what you still need from them?

Dear Michal,

The information provided by the user may not be sufficient to complete the AML verification process.

In light of this, we kindly request the user to provide an official income statement for the period from 01.02.2023 to 01.05.2023. This information is crucial as it coincides with a significant increase in deposit amounts. Our support team will reach out to the user to provide detailed instructions on how to submit this documentation.

Dear isikalujoshua01,

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 Michal,

the requested documents have been forwarded

Dear isikalujoshua01,

Thank you for providing the evidence. Let's hope it will be sufficient to finish the AML verification process.

Dear Mr Bet Casino,

Please let us know if the provided evidence meets the requirements to finish the AML verification process.

Dear Michal,

We have reviewed the provided evidence and unfortunately, the user has once again submitted the same photo for proof of identity. As previously communicated, we kindly requested a new photo in better quality.

In addition, with regards to the user's deposits made via bank_transfer_nigeria, it is crucial for us to examine the source of these funds and ensure they originate from official and legitimate sources. We are not fixated on a specific amount, but rather on verifying the income received during the specified period, as indicated in your message (from 01.02.2023 to 01.05.2023).

Upon reviewing the statements submitted by the user, it appears that they have primarily engaged in transferring funds between their own accounts in equal amounts. Furthermore, not all of the deposits are accounted for in these statements.

To facilitate the AML verification process effectively, we kindly request that the user provides a comprehensive record of their income for the specified period, demonstrating the source of funds and the legitimacy of these transactions.

Hello Mrbet,

For the passport your email didn’t specify that I had to upload a picture different from the one I previously sent, I’ve sent you two different sets of passports and yes, the one I sent recently in all honesty I just downloaded from the mail I previously sent to you, I’ve snapped a new one and will forward it.

"In addition, with regards to the user's deposits made via bank_transfer_nigeria, it is crucial for us to examine the source of these funds and ensure they originate from official and legitimate sources. We are not fixated on a specific amount, but rather on verifying the income received during the specified period, as indicated in your message (from 01.02.2023 to 01.05.2023)."

If truly you are trying to verify my deposits made by bank_transfer_nigeria then there should be no need for any further statements of accounts, the initial statement of account I sent contains all deposits made via bank_transfer_nigeria. The most recent upload is from 01.02.2023 to 01.05.2023 as requested. As for the sources I’ve stressed and shown with sufficient documents and screenshots that they are from betting proceeds.

"Upon reviewing the statements submitted by the user, it appears that they have primarily engaged in transferring funds between their own accounts in equal amounts. Furthermore, not all of the deposits are accounted for in these statements."

The first part of this statement while a little ambiguous is correct, the funds are transferred from my salary account which is current to my savings within the same bank. According to you’re the previous statement the salary account is irrelevant to this verification cause none of the funds from that account has anything to do with the funds deposited on your platform. The amount transferred to my savings account are of the amount 450,000. 550,000 and 540,000 respectively, not the same amounts, while irrelevant just want the facts pointed out.

As for the second part stating that not all the deposits are accounted for, that’s totally wrong was my first thought when I read that, because I know for a fact that all my deposits where from one account.

The data from above screenshot was tabulated from the document containing my transaction history which you sent to me. That’s for all the successful deposits I made between 01.02.2023 to 01.05.2023. While searching the amounts in the statement to verify that they where all there, I noticed that the deposit of 250,000 on 04/02/2023 was missing, after generating multiple statements and searching through my mail I found the crux of the issue. The transaction was made on 04/02/2023 but shows on the statement on 05/02/2023, I found it by searching the statement for the session ID (WMB:999035230204202213764294750325/) on the receipt in my mail, you should have the session ID so you should be able to confirm this. 

Also, the last deposit of 1,200,000 I made shows on the 20/04/2023 on the statement but on the transaction history shows 21/04/2023, this one has me really confused because I can understand it coming after but before? That’s new, I found this buy searching for the reference number (s11807361).

The remaining transactions were found at their appropriate dates and are all accounted for.

Please confirm that this is correct.

Dear isikalujoshua01,

Thank you for providing us with an explanation regarding your documents. We appreciate your cooperation in this matter. The documents we've requested are essential for the verification process, and they were specifically requested by our appropriate department. As of our records dated 2023-10-26, we have not received the requested documents from you.

If the appropriate department has asked for additional documents, it implies that they have found the previously uploaded ones to be insufficient for the verification process. We understand your concerns and will certainly transfer your explanation to the appropriate department for their review.

However, we kindly request that you provide the requested documents for verification. This is an important step in ensuring compliance with our procedures. If there is no issue with providing a new ID document photo and the bank statement for the required dates, we would appreciate your prompt submission of these documents. Thank you for your understanding and cooperation.

Dear isikalujoshua01,

This response is from the appropriate department handling your case.

1.Regarding the Proof of Identity (POI), we have previously informed you that the provided image does not meet our requirements. We've observed this issue in almost every submission. To proceed, please ensure you submit a high-quality photo that meets our specified criteria.

2.In regards to your income source, you initially claimed that your deposits with us were winnings from other casinos. Now, you've mentioned that the source is your savings account tied to your salary. To facilitate the verification process, we kindly request that you provide a salary statement (payroll) indicating the income amount and transfers to the savings account during the requested period. This will help us verify the origin of the funds.

3.Additionally, please include documentation showing the deductions or transfers made to the savings account from your salary.

4.We also need a statement from the account from which you made deposits to our platform, including both deposits and earnings, to establish a clear connection with your salary.

Your cooperation in providing the requested documents will assist us in ensuring the legitimacy and accuracy of your financial information.

Hello Michal, MrBet,

I’m glad to finally be speaking directly to the department handling this case, because I’m of the opinion that there’s a lot of miscommunications going on.

"1. Regarding the Proof of Identity (POI), we have previously informed you that the provided image does not meet our requirements. We've observed this issue in almost every submission. To proceed, please ensure you submit a high-quality photo that meets our specified criteria."

Regarding the statement above it baffles me that you do not regard the Images I previously sent as high quality, never the less I have taken a new picture with a different device, the iPhone 14 pro max to be precise, as far as mobile cameras go its among the best. Hopefully this meets your "specified criteria".

"2. In regards to your income source, you initially claimed that your deposits with us were winnings from other casinos. Now, you've mentioned that the source is your savings account tied to your salary. To facilitate the verification process, we kindly request that you provide a salary statement (payroll) indicating the income amount and transfers to the savings account during the requested period. This will help us verify the origin of the funds."

In regards to the above statement, I have made it quite clear with sufficient evidence that my deposits with you were from winnings from other casinos. Never did I mention that the source of my funds was my savings account.

What brought about me sending a salary statement was a email which you MrBet sent me on Friday, 29th of September 2023.

Notice how salary/income statement was required, and all other options like gambling proceeds, inheritance etc. was conveniently omitted. This email was what led to me sending a salary statement. In my reply I made it quite clear that –

"Also I would like to point out that any account I provide will have no link to my deposits made on MrBet cause it’ll be a different account from the one used to make deposits. How you’ll use it to verify my deposits I have no idea but it’s what you’ve requested for. So, while it’ll bear my name and have more than enough funds to account for what was deposited on your platform, I want to make it clear that I made no deposits from there to your platform, hopefully you understand."

So, I don’t understand how with all this, you’ll come on here and make such a statement.

"3. Additionally, please include documentation showing the deductions or transfers made to the savings account from your salary."

This at this point is irrelevant.

"4. We also need a statement from the account from which you made deposits to our platform, including both deposits and earnings, to establish a clear connection with your salary."

This statement got me tripping, because this means that either you can’t recognize deposits made on your platform in a bank statement or you’ve not actually been checking the bank statement I sent you, because the bank statement I’ve repeatedly sent over the last four months contains all but one the deposits I made on your platform, the exception being the one I made via Skrill. Honestly, I not sure which is worse.

I have taken my time to highlight the credits into my bank account and deposits into Mr.Bet on the bank statement:

•         The credits are highlighted green, if you hover over them, you’ll find more information pertaining to that transaction.

•   The deposits into MrBet are highlighted yellow, if you hover over them, you’ll find additional information about the transaction.

•  Also, there’re pin icons that contain images which provide additional information about each transaction next to them. Double click on the icon to open it.

Hope this helps clarify things.

Dear isikalujoshua01,

Thank you for your response. We understand your concerns regarding the Proof of identity (POI) you've provided. It appears that the images you've submitted are identical, despite being captured with different devices, as you mentioned. Therefore, our initial request for the provision of POI remains relevant.

Regarding the deposits highlighted in the statement, we acknowledge that these transactions do not seem to be related to our project. Also, the starting balance of approximately 6 euros at the beginning of the period raises questions. Subsequent inflows into the account are noted from both companies and private individuals. Our objective is to verify the legality of the funds deposited into the user's account, ensuring compliance with rule 2.1.7.

As outlined in section 9.1.3, to which you agreed during registration, we reserve the right to request documents at our discretion, including those confirming the legality of the funds deposited into the casino. Thus far, the documents provided do not clearly indicate the sources of the income. The statement does not reveal whether the funds received from companies are casino winnings, especially given the significant volume of transfers from private individuals, raising further questions.

You have referred to our previous request for your salary statement, expressing concern that it limits your ability to confirm income from other sources, such as inheritance. We want to assure you that we are open to considering official documentation for any legitimate income sources you may have. The list of documents was compiled to clearly communicate our expectations to you after you informed us that your funds initially went into a salary account.

We kindly remind you that we are still waiting for the requested documents from your end. Your cooperation in providing the necessary documentation is crucial to ensuring a transparent and secure gaming environment.

Hello Michal,

Trust you’ve been good.

I was of the opinion that the verification department hadn’t received the documents I sent on the 9th of November, the reason I was of this opinion was that first I didn’t get the usual email which MrBet always sends saying the document has been forwarded to the appropriate department and two when I first read their previous post I was of the opinion that if they most of what they were on about was answered in the previous posts or email.

I was going to write a reply cause the time was up, but I just noticed from the post this statement:

"Regarding the deposits highlighted in the statement, "

which means they (MrBet) received the previous email.

Hello MrBet,

Michal please I’m going to need your help with this.

"Thank you for your response. We understand your concerns regarding the Proof of identity (POI) you've provided. It appears that the images you've submitted are identical, despite being captured with different devices, as you mentioned. Therefore, our initial request for the provision of POI remains relevant."

This is the first Issue, MrBet claims that the image I sent last is identical to my previously sent images

Looking at these three images any human whose eyes are working correctly would tell you they are clearly different images, but let’s not go off looks, let’s be professional about this since that’s what your verification team is supposed to be, I would just like to state that I hold a B.Sc. degree in Computer science, was am a full stack developer currently studying cybersecurity, so while digital forensic is not my area of expertise I do have knowledge about it, at least enough to be able to differentiate images from one another.

I’ve attached the size of each image beside them.

MrBet your verification team would agree with me that each image has metadata, now you should normally have a software to check this, previously I was of the opinion that the reason this verification process was difficult is because you (MrBet) have set high standards for your verification process, but I’m starting to come to the conclusion that the reverse is the case, so here is a link to on online resource for checking metadata 

https://www.metadata2go.com/view-metadata

It can be seen that the camera make of the first two images are Samsung and the model SM-G988B which if you were to google would show that it’s a Samsung Galaxy S20 Ultra 5G, the third shows that it was taken on an iPhone 14 Pro max, if you were to try it out and scroll down, you’ll find see additional information about the date the photos were taken, the Samsung images metadata even shows the country it was taken in.

So MrBet in your next reply please if you would explain how you arrived at your claim that the images which I sent are Identical.

I would also like to point out that with this same passport I verified my astropay, jeton, sticpay, pyypl, wise and multiple forex brokers.

I would also like to point out that with that first image I was verified twice by you MrBet, and before you’ll say I’m making a claim I still have the verification emails you sent me, so please explain how an image that has passed the verification check twice on your platform suddenly doesn’t become acceptable anymore.

And while its within your rights to request for POI, I think you owe it to your users to actually check them, you have hampered on the fact that it should be a high-quality photo which all three of these are, but then you say that meets our "specified criteria" without clearly stating what said criteria is so I know where if any the image falls short, Because clearly from the time you accepted the first image twice to about two months after you must have changed your criteria. 

So Michal this is what I’m having to deal with, you’ve seen the images which they claim are identical, you’ve seen their high quality, seen they are different, but some how to MrBet they are of low quality and are the same, if you think this is bad wait till I get to the part about the deposits.

Still typing

Dear isikalujoshua01,

I empathize with your frustration regarding the extended verification procedure. While I am not an expert in forensics, and the images of your passport appeared satisfactory to me, most casinos employ specialized software or engage certified external companies specifically skilled in document verification. This is why specific criteria must be fulfilled. It might be beneficial to capture fresh images of your passport from slightly varied angles, ensuring that all details and corners are distinctly visible.

Another outstanding matter pertains to the comprehensive clarification and substantiation of the legitimacy of your funds and their source.

As the casino team mentioned:

we request documents at our discretion, including those confirming the legality of the funds deposited into the casino. Thus far, the documents provided do not clearly indicate the sources of the income. The statement does not reveal whether the funds received from companies are casino winnings, especially given the significant volume of transfers from private individuals.

I understand that you've attempted to share details on this matter before, but I cannot fault the casino team for seeking additional clarification. I can only advise you to please fully cooperate with the casino team and I have my fingers crossed that we will be able to successfully resolve the issue in the end.

Hello Michal,

Sorry I couldn’t finish my previous reply, got tied up.

You see Michal I would like to point out that I’ve been verified twice on MrBet with the first ID image I indicated earlier, now if they (MrBet) do employ specialized software for ID verification then an image that has been approved by such software once would always be approved no matter how many times you try it, that’s how computers work.

Where I have an issue is with said "specific criteria" I’m not being told exactly what is wrong with the Images so I can correct the, the last reply said the Image was Identical to the previous one Michal, I’ve uploaded all three please see for yourself and let me know if that is correct.

"

Hello Joshua,

I am sorry for bothering you twice. To follow up on my previous email. The appropriate department also expects a suitable Proof of identity.

Please refrain from providing us with a picture of your passport that was rejected before. We kindly ask you to send us a new photo of your ID taken on your smartphone, in full extension. 

Looking forward to hearing from you soon. 

"

This is the email I got yesterday from MrBet regarding the POI, Michal you saw the last image I sent, I copied you in the email on November 9th, if you were to check the previous emails I sent you would see that the passport photograph I emailed was different from the previous ones, and said image was a picture taken on an iPhone 14 pro max ( a smartphone).

So you can understand my frustration when my POI is getting rejcted for reasons it clearly did not fail. 

Now regarding the comprehensive clarification and substantiation of the legitimacy of your funds and their source, this is a bigger mess than the POI Michal,

"We request documents at our discretion, including those confirming the legality of the funds deposited into the casino. Thus far, the documents provided do not clearly indicate the sources of the income. The statement does not reveal whether the funds received from companies are casino winnings, especially given the significant volume of transfers from private individuals."

The statement was not meant to show that the all the funds received from companies were casino winnings, it was meant to show withdrawals from betbonanza, and some from vulkan.bet while the rest were to show that they were Binance P2P transactions, if you go through the pinned images, and highlighted transactions Michal you would understand what I’m saying.

I have previously explained and shown with sufficient proof were available how casino winnings go from:

1. casino to Neteller/Skrill to Binance
2. casinos to Binance (USDT or Binance Pay)
3. Casino to bank

I was of the opinion that the information I was sending was hard for MrBet professionals to understand so I decided to split it up, I was previously going from casino winnings to MrBet deposits so I decided to go backwards, try another angle.

My thought process was this, for the Betbonanza and vulkan.bet deposits you can verify them with the name of creditor and with the screenshots respectively, for the rest that  they MrBet should understand that they are Binance P2P transactions, because those company names and private individuals are just P2P merchants, I attached a screenshot of each Binance P2P transaction beside each P2P credit transaction.

After that I show funds received into my Binance for said transactions and I correlate them with the casino winnings……

Now the reason why I said this was an even bigger mess than the POI is this statement here from MrBet:

"

Regarding the deposits highlighted in the statement, we acknowledge that these transactions do not seem to be related to our project. 

"

If you recall on the first post I made two weeks ago in the last paragraph I said this:

"

this means that either you can’t recognize deposits made on your platform in a bank statement or you’ve not actually been checking the bank statement I sent you, because the bank statement I’ve repeatedly sent over the last four months contains all but one the deposits I made on your platform, the exception being the one I made via Skrill. Honestly, I not sure which is worse.

"

So you can see that they MrBet have just confirmed to me that they can’t even Identify transactions made to their platform on a bank statement, cause there is no "seem" in a transaction it either is or it isn’t.

If one was to send money to your account Michal you should be able to tell if it came in, whose account it came from, time date, amount etc.

Now MrBet can come and say my claim is incorrect but I would like to point out a few things Michal:

1. this was what MrBet sent 3 weeks ago, now I would like to point out that the bank statement that I've been emailing to MrBet for the past 6 months contaims all deposits made via local bank transfer.
2.    That even after highlighting said deposits on the account statement that MrBet neither confirmed or denied that they were deposits made on their platform.

 After failing a verification in February, a verification in which my Passport, and Neteller were verified, MrBet said the verification failed because they MrBet couldn’t find any reference to MrBet on my statement, to which I uploaded the same document but added the following screenshot explaing to them MrBet how deposits on their platform works, after which it was accepted

you can see the date of the note in this

Dear isikalujoshua01,

I apologize for my slightly delayed response, but there's a substantial amount of information, making it challenging to grasp all the details.

So, although I understand your point about the criteria for the ID images and the casino team could specify which criteria the images should meet I assume it shouldn't be a problem for you to capture fresh images of your passport or ID (or any other documents that is required) from slightly varied angles, ensuring that all details and corners are distinctly visible. I guess this is just a very minor obstacle.

The more tricky part is the source of wealth confirmation. I can agree with you that you tried to provide as much information with as many details and evidence as you could. I understand it's not easy for you, but I'm uncertain whether this will still meet the requirements set by the casino. The casinos have to follow certain regulations and policies when it comes to KYC and AML. I'm not quite sure if the evidence provided meets the requirements set by the casino.

Dear Mr Bet Casino,

The player has made efforts to provide as much information and evidence as possible. What specific information still needs to be clarified to finally finish the KYC and AML processes?

Dear Michal,

Thank you for your response and acknowledgment of the player's efforts in providing information for the KYC and AML processes. We would like to bring to your attention that, as of now, the user has not uploaded the original Proof of Identity (POI), and this remains outstanding.

Additionally, we wish to clarify that the deposit statement has been accepted in the previous submission. However, we are still awaiting the following documents from the user:

Proof of Identity (POI): The original document is still pending upload.

Source of Funds (SOF): We are yet to receive the required documentation for source of funds verification.

It is important to note that comments added to the deposit statement cannot be considered as Source of Funds. We anticipate and continue to await the user's submission of documents that can unequivocally confirm the legality of his income.

While the player has made substantial efforts, we still require the following specific information to finalize the KYC and AML processes:

For Employees:

-Annual salary report and bonuses for the last couple of years, demonstrating the origin of funds.

-Working contract or payslip confirming the right of ownership of the deposited funds.

For Self-Employed Individuals:

-Bank statements for the recent three (3) months, reflecting salary/income payments.

-Contract/agreement for self-employed services.

-Copies of invoices for self-employed services.

-Latest account statements or tax declarations.

For Directors:

-End-of-the-year certificate.

-Bank statement for the last 3 months, showcasing the director's salary.

-Dividend vouchers.

The prompt submission of these specific documents will enable us to complete the KYC and AML processes efficiently. We appreciate the player's cooperation in providing this additional information.

Hello MrBet,

I have emailed you my POI, I snapped multiple images as Michal suggested and also made a screen recording of the image capturing process which I’ve also attached to the email, this should be more than sufficient to address any issues about the POI.

With regards to the salary statement you are requesting for again, I would like to make it clear as I did the first time you requested for a salary statement that there is no relationship with the funds received as salary and the funds deposited on your platform, and as I’ve maintained and tried to show since the beginning, that the source of funds deposited on your platform are casino proceeds.

Dear isikalujoshua01,

Your proof of identity has been accepted, and your account is now unblocked. Your withdrawal request is pending, and we appreciate your thorough documentation during the verification process.

Regarding the salary statement, we understand the source of funds, and your transparency is noted.

If you have further questions or need assistance, feel free to reach out.

Hello MrBet,

Thanks for unblocking my account.

In regards to the withdrawal, it's being rejected, I'm being told to use the same method used for deposit for withdrawal, but as I've explained via email and chat, you'll see from the screen recording that only one method Jeton wallet is available for me to withdraw through, I've had my withdrawals rejected twice already.

Thank you all for your responses. I'm really glad the situation could be worked out and the player verification has been completed successfully.

Dear Mr Bet Casino,

Can you please check why the player's withdrawal requests via Jeton were rejected? What other potential payment methods can be offered to the player to finally get him paid?

Dear Michal,

We have forwarded this matter to our appropriate department. Thank you for your continued patience!

Hello Michal,

The case has been resolved and I've withdrawn all my funds. I'm grateful for the help.

Thank you also MrBet.

Great news, isikalujoshua01. I'm happy to hear that you successfully received your winnings.

As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino.Guru