The player from Germany, who received two successful withdrawals from Mr. Bet Casino previously, is experiencing account suspension during a withdrawal attempt of 4500 euros. The casino stated the reason was that the player provided false identity information.
Mr Bet Casino - Player’s account was suspended amid a withdrawal attempt.
Amount: €4,500
Mr Bet Casino
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Case opened
Current status
Waiting for Casino Guru to reply
5d 2h 0m 25s
Case summary
2 days ago
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1 month ago
Translation
Hello, I've been with Mr.Bet for about 3 years now. Last year, on 05/12/2023, I had a successful withdrawal. Early this year, around March, I made a second successful withdrawal. Now, I'm dealing with another withdrawal, this time an amount of 4500 euros. Each time, I had to verify my account (it's always the same account). This time was no different, I was asked to send a PDF of my account statement showing my last deposit, which I did. Today, after 5 days since I requested the withdrawal, my account was suspended with the explanation that I had given false information regarding my identity.
There have been no changes on my end, I always make deposits using the same account and I've already received two withdrawals.
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1 month ago
Dear Toby89,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.
Can you specify which identity information you provided to the casino that was allegedly false? Kindly forward me all the communication between you and the casino that could be relevant for the investigation of your case. My email address is veronika.l@casino.guru.
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
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1 month ago
Translation
Hello dear Veronika,
Yes, first they wanted a screenshot of the last deposit I made of 60 euros from online banking. Then it was said, we need a bank statement where the transaction can be seen as a PDF. What seemed strange to me was that I couldn't upload a PDF file to the verification menu for uploading files because PDF files aren't accepted there. So I have to upload it in the live chat. And not even 6 hours later I was blocked. I sent the email she wrote to me to your email address.
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1 month ago
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What really surprises me is that they had already paid out to my account twice, where I had to verify myself each time. And now suddenly incorrect information is said to have been given. It is the same account every time for both deposits and withdrawals.
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3 weeks ago
Thank you very much, Toby89, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.
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3 weeks ago
Hello Toby89,
I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.
We would like to invite Mr Bet Casino to join the conversation.
Dear Mr Bet Casino,
Would you please provide additional details regarding the alleged false information the player may have provided? It seems puzzling, considering the player successfully withdrew funds previously using the same information they provided. If the information can't be shared publicly, please forward it to me at michal.k@casino.guru
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3 weeks ago
Dear Michal,
We apologize for the inconvenience caused. Due to the complexity of the case, we kindly request additional time to gather evidence regarding the user's violation of section 3.1.3.
"3.1.3. You must provide all mandatory information requested on your registration form, including your identity, address, and contact details such as a valid email address, place of residence, phone number, date of birth, and relevant payment information. All information must be true and accurate. You may not use a PO Box as Your place of residence. It is Your responsibility to ensure that the information You provide is complete and correct. Be aware that we conduct verification procedures and that Your Member Account may be blocked or closed if You are found to have supplied false or misleading information or documents."
We appreciate your patience and understanding.
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2 weeks ago
Thank you for your response, Mr. Bet Casino. I understand that collecting the relevant evidence can take a bit of time.
Dear Toby89,
Can you please forward me (michal.k@casino.guru) all the same documents you have provided Mr. Bet team for the verification? this would help us to get a better understanding of the situation.
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2 weeks ago
Translation
Dear Michael,
I have just sent you an email.
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2 weeks ago
Dear Toby89,
Thank you for your email. I've replied to it.
Please be patient as we await a response from the Mr Bet Casino team.
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2 weeks ago
Dear Michal,
Thank you for your patience. We have sent an email confirming the violation of our rules and would appreciate your review of the matter.
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1 week ago
Dear Mr Bet Casino,
Thank you for your email, I have replied back with additional information.
Dear Toby89,
I have sent you an email. Please reach out to your bank to issue you the requested document so that we can move forward with your complaint.
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6 days ago
Dear Toby89,
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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2 days ago
Translation
Dear Michael,
I have just sent you the document I was just at the bank
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Casino Guru is examining the case
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