HomeComplaintsMr Bet Casino - Player's account was closed.

Mr Bet Casino - Player's account was closed.

Amount: ¥600,000

Mr Bet Casino
Submitted: 27 Sep 2024 | Case closed : 04 Dec 2024
Case closed Our verdict

Unjustified complaint

REJECTED

Case summary

The player from Japan reported that their account had been closed under clause 9.5 without justification, claiming they had not violated any terms. They also faced unreasonable delays in the KYC process, with constant requests for additional documents despite prior submissions. We reviewed the provided evidence and found indications of collusion with other accounts, which supported the casino's claims. Consequently, the complaint was rejected.

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Translation

My account was suddenly closed and blocked under the terms and conditions 9.5.

However, I have not done anything that would fall under this clause, and it is impossible that I have received funding from a third party.

Even though they said they would provide an answer immediately after I asked them to show proof of these allegations, they have not responded to my emails.


This issue also involves their unreasonable KYC delay tactics.

For several months, every time I submitted one document, they would ask for another, causing intentional delays in the KYC process and identity verification.



Automatic translation:
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Dear kassan7,

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

Let me refer to the rule in question: https://mr.bet/terms

9.5. If, in Our sole determination, We have evidence that an account or group of accounts is being operated systematically (e.g., wagering as a group), multiple accounts have been opened to receive bonuses or other promotional offers, an account has been opened or funded (directly or indirectly) by a third party, or any other prohibited activity as defined above has taken place, We reserve the right to block or terminate all such accounts. We shall be under no obligation to pay out any funds that may be in the account(s) or refund any deposits made on the account.

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

  • Could you please advise how long you were a casino player and when exactly your account was blocked? 
  • Could you please list which documents you submitted to the casino so far?
  • What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
  • Did you achieve your current balance with the help of a 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,

Tomas


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Translation

>Can you tell us how long you were a casino player and when exactly your account was blocked?

I think I registered sometime between April and May, and I think I was blocked on September 16th. I received the email on that day.


>Can you please list the documents you have submitted to the casino so far?

After submitting one document, they asked me to submit the next one, and even for the same payment wallet documents I submitted on the site, they delayed my submission by asking me to send them by email after some time had passed.

The documents you submitted include both sides of your ID and your address verification document.

It covers a wide range of documents such as pay slips, tax withholding slips, payment wallets, and camera authentication.

It's hard to keep track of all the submissions and additional documents


>What games did you play to accumulate your current casino balance? (slots, live games, sports bets)

It's been so long that I can't really remember


>Did the bonus help you achieve your current balance?

Yes, you should have used your bonus to get to this balance.

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Thanks for your reply and explanation of the situation.

Could you please share your interaction with casino support to support your case? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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Translation

Most of the communication has taken place via the site's live chat, and we have asked the other party to provide us with the complete account of what has happened so far.

If you don't mind, could you please contact them and ask them to make all the live chat conversations public?


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Without the details from your side, it is difficult to argue in your favor. Kindly provide any evidence you were in contact with the casino where you discussed the issue or the communication regarding the accusations against you. I apologize for the inconvenience.

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Translation

I contacted them and asked them to disclose all information about past interactions, and they contacted me to confirm with another agency.

If a few more days pass and they have not been disclosed, I will send you the remaining information, which may be limited.

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Dear kassan7

At this stage of the complaint, we depend on the information and proof you decide to share. I would kindly ask you to share the evidence with me for review. My email is tomas@casino.guru

If you have trouble sending the email to me please inform me in the complaint thread.

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Translation

Please wait a bit on this one

I've become busy with another matter.

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I'll await your reply. I'll set the timer of the complaint to an additional 7 days.

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Dear kassan7,

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.

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Translation

I'm sorry for bothering you so often.

I have requested past chat history through live support, and the other party has sent me the following email, so could you please wait for that?

There isn't much past correspondence between them in the emails and screenshots, so if they could provide the chat transcript I think we would be able to move more smoothly towards resolving the issue.

I would be grateful if you could contact them to provide a live chat connection.



Here is the answer from Mr.Bet:

>This is Mr.Bet's customer support center.

Thank you for contacting us.

This is a request to communicate with us.

After checking the information on the system, we found that the request had indeed been passed on to the relevant department by the customer support staff.

The matter is currently being processed by the relevant department.

It may take a little longer,

We will contact you as soon as we have any information from the relevant department.

Please wait until the process is complete.

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Mrbet has disclosed all the details of their live support inquiries.

I have attached the file to your email address, so please check it.


If there's anything else you need, please get in touch.

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Thank you very much, kassan7, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.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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Hi kassan7,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Mr Bet Casino to the conversation to participate in the resolution of this complaint.

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Dear Peter,


We have sent you additional explanations regarding the case of the user. We would greatly appreciate your time and consideration in reviewing this information.


Please let us know if there is anything further we can assist you with.

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Thank you Mr Bet Casino team for your email. We are currently reviewing the data.

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Dear Mr Bet Casino team,

I sent you some additional questions by email.

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Dear Peter,


we have provided you with a reply regarding your clarifications in an email, please check it. 

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Thank you Mr Bet Casino team for the evidence.


Dear kassan7,

Unfortunately, the evidence indicates collusion with other accounts, thus supporting the casino's claims. Such practice is strictly forbidden in most casinos across the industry. I'm afraid we won't be able to help you with this one and have no other choice but to reject your complaint. If you disagree with our decision, please turn to the casino's licensing authority (https://casino.guru/licensing-authorities/curacao-license). I wish I could be of more help.

Best regards,

Peter

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