The player from Germany was experiencing difficulties withdrawing his winnings due to an ongoing verification. The player didn't pass the verification because he made a deposit from a bank account that he didn't own but had the power of attorney. Even though the Gaming Authority decided in favor of the casino, since the player technically didn't break any rules, we ended up closing the complaint as ‘unresolved’.
Mr Bet Casino - Player’s struggling to complete account verification.
Black points: 879
Amount: €900
Mr Bet Casino
Safety Index:HighSafety Index
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Unresolved
Our verdict
Against fair gambling
UNRESOLVED
Case summary
1 year ago
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2 years ago
Translation
I uploaded €30.00 on October 7th, 2022 with my son Jonas' account to play at Mr. Bet. I earned €900.50 in 2 days. then the trouble started i was supposed to verify myself. I uploaded all the requested documents, after 2 days they were rejected. this went on at least 5 or 6 times, each time the documents were rejected. Today I chatted with the support for several hours. without success. I was repeatedly asked to upload the same documents. I said I've uploaded it multiple times now. I also sent the documents to the management of the casino by email, it didn't work, it was repeatedly rejected. I earned this €900.50 and I don't see the point in giving up the money. Eg in Trust Pilot I saw that the casino has consistently bad reviews. always the same, always the casino refuses to pay out money because the verification is rejected every time. I am a single father of 3 children. I am 100% disabled. I'm retired and don't have a lot of money. I am all the more annoyed that I do not receive my rightfully won money
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2 years ago
Dear michaelmaurer1966,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.
Do I understand correctly that you made a deposit with someone else's payment method?
Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.
Thank you in advance for your reply.
Best regards,
Kristina
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2 years ago
Translation
Yes that's right, I made the first deposit to the casino from my son's account. I have had a BANK POWER OF AUTHORITY for this account since February 2020, so I can officially dispose of the account. The first deposit was €30.00 from my son Jonas' account, I gambled away this money completely, i.e. lost it.
Then I deposited €30.00 from MY account and with that money from my account I won the €900.50. Thus, the winnings were won by depositing the €30.00 from MY ACCOUNT and not the €30.00 from my son's account.
So the profit was won with the €30.00 from my account, and was therefore legally won.
Today my player account was blocked by Mr. Bet. I recently had all the documents that I was asked for sent to Mr. Bet and all documents were rejected. Intensive chat and e-mail exchange took place without success the end of the song my account has been suspended.
I will send you the bank power of attorney as well as the documents I submitted to Mr Bet by email. So you can get an idea. Screenshots and mail traffic, also from the prize, have been secured and can be made available to you at any time.
A hint, on the Internet platform Trust Pilot, the casino has over 80% negative entries, that the casino does not pay out the winnings and verification is not possible. Player accounts will simply be deleted. One even won €9,000.00 and was not paid out.
Kind regards
Michael M***
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2 years ago
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Ladies and Gentlemen
tonight I had sent you emails communicating with Mr Bet. Mr. Bet continues to cause problems. The casino does not want to recognize the submitted power of attorney, I should send a power of attorney with the current date to us. This is not possible for 2 reasons.
- Reason: If I went to the bank with my son today and had another power of attorney issued, the casino would also complain about this, since the date on the power of attorney does not match the date of the deposit, since the power of attorney for the bank was only made after the deposit and would therefore be invalid and Mr. Bet could refuse the payment.
- Here in Germany, a bank power of attorney is valid until it is revoked by the account holder, and even after the death of the account holder, the bank power of attorney is still valid if it has not been revoked. This rule can also be read in the bank power of attorney under point 4 "Validity of the power of attorney".
Casino Mr.Bet continues to try not to recognize any documents I submit. And it can't be. It requires documents that I cannot submit later because on the one hand the power of attorney is still valid and on the other hand a new bank power of attorney, for example with today's date, would harm me.
Kind regards
Michael M***
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2 years ago
Thank you very much michaelmaurer1966 for your reply. I will now transfer your complaint to my colleague Peter (peter.m@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 soon.
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2 years ago
Hi michaelmaurer1966,
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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2 years ago
Dear All,
The account of michaelmaurer1966 was blocked according to our terms and conditions 2.1.10:
"2.1.10. in relation to deposits and withdrawals of funds into and from your Member Account, you shall only use such credit cards and other financial instruments that are valid and lawfully belong to you."
The user made deposits on the site using the details of third parties and could not confirm that the account of his son from which he made deposits is a joint account.
The power of attorney that the user provided dates back to 2020, to confirm that the account is a joint account, we can accept statements and documents no older than 3 months. The user was asked to go to the bank and ask them for confirmation that the account is a joint account.
Best regards,
Mr.Bet Casino team
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2 years ago
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Dear Sir or Madam
On October 7th, 2022, I paid in €30.00 from my son’s account to the casino. "For this account of my son I have a BANK POWER OF AUTHORITY dated February 17th, 2020.
So I am officially authorized to have the account. This bank power of attorney is valid until this bank power of attorney has been revoked, which has not yet happened. The bank power of attorney is therefore legally valid . The €30.00 I wagered at Mr. Bet was completely lost.
Then, also on October 7th, 2022, I paid in another €30.00 from my own account. With these 30.00 € I then won the 900.00 €. So again the profit of 900.00 € is based on the deposit from my account .
The 2 x €30.00 were paid in via immediate payment on Friday evening after the banks closed on October 7th, 2022. The settlement on the accounts was only booked on Monday, October 10th, 2022. I have no influence on the booking of the bank. My bank doesn't book on weekends.
Casino Mr. BET now invokes Article " 2.1.10 . With respect to depositing and withdrawing funds to and from your member account, you may only use such credit cards and other financial instruments as are valid and lawfully owned by you."
Then the question arises why a verification is not carried out BEFORE THE FIRST DEPOSIT . This article 2.1.10. also refers to the DEPOSITS, and not only to the withdrawals. Here the casino has to put up with the accusation that deposits to the casino despite article 2.1.10. are not verified BEFORE depositing, but only when paying out.
Here you have to accuse the casino of illegal behavior, the deposits are allowed despite article 2.1.10. Deposits can be made without verification and withdrawals cannot be made.
This looks very much like a criminal offense here to me, namely the casino can withhold the money that the player deposits without verification, THOUGH THIS IS AGAINST THEIR OWN POLICIES, BUT WILL NOT WANT TO WITHDRAW WINNINGS BECAUSE THEY ARE VIOLATION OF THE POLICIES .
Here you have to accuse the casino of unfair enrichment at the expense of the player, this is already in the area of fraud. And that's why I'm asking you to come to a fair decision here. The casino is violating their own policies.
If the casino had carried out verification before starting the deposit, this damage of €900.00 would never have occurred. This must be taken into account when making a decision.
Kind regards
Michael M*****
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2 years ago
Hi all,
Thank you for your replies.
Dear Michael,
I agree that it would be much easier if the verification took place before players are allowed to make deposits and play. However, this is not an industry standard yet. My suggestion is to get the confirmation from the bank and send it to the casino. If you have a power of attorney from 2020 and can provide confirmation of this from the bank now, there should be no reason for the casino to delay the verification and payment.
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2 years ago
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Ok if it's just because of that, it's ok. But I had the power of attorney sent to me by email from my clerk at the bank. And this mail was originally forwarded to Mr. Bet. This means that the bank still recognizes this power of attorney. In addition, in the bank power of attorney I believe under point 4 that the power of attorney is valid until it is revoked. If this is not revoked, it applies even after the death of the account holder. That's normal here. My son had even confirmed with the latest date that the power of attorney had not been revoked. And I had also sent this letter to Mr. Bet.
I will send my son to the bank today and have a new power of attorney issued. I will then send this to you and Mr. Bet and I hope that the matter will then be settled and the casino will transfer the money to my account.
Kind regards
Michael M*****
Edited by a Casino Guru admin
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2 years ago
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Dear Sir or Madam
Unfortunately I could not upload the bank power of attorney here. So I've emailed this to Mr. Bet and once to you.
I hope now that this will finally be settled peacefully and that we can close the case.
Kind regards
Michael M*****
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2 years ago
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Dear Sir or Madam
I have now tried again to upload the bank power of attorney here and it seems to have worked now. Yesterday I emailed it to you and Mr Bet as well.
My son and I went to the bank again yesterday to have the power of attorney issued with the current date. It was difficult to get another power of attorney because the first one from 2020 is still valid.
As can be seen in point 4 of the bank power of attorney, a bank power of attorney is valid until it is revoked. This has not happened so far and my son also confirmed this to Mr. BET CASINO. Why Mr Bet still demands a power of attorney despite the existing validity is pure harassment and another attempt not to pay the money.
I sincerely hope that the sending of the renewed bank power of attorney will finally bring this annoying matter to an end.
Kind regards
Michael M*****
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2 years ago
Dear All,
The user sent a power of attorney, we received it. We are waiting for clarification from the responsible department regarding the documents that the user sent.
As soon as we receive a response, we will lay out the details for you.
Thank you in advance for your patience!
Best regards,
Mr.Bet Casino team
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2 years ago
Translation
Dear Sir or Madam
I have just received Mr. Bet's final rejection via email. You will not pay despite the bank power of attorney documents requested by Mr. Bet.
This is unacceptable. The casino cannot accept the deposits despite their 2.1.10 although this is supposedly not allowed. But as soon as it is to be paid out, refer to January 2nd, 2010. This is simply SCAM. Either the 2.1.10 applies to the DEPOSIT and WITHDRAWAL or not.
The casino accepts deposits despite January 2nd, 2010, but as soon as it is due to be paid out, January 2nd, 2010 is referred to. That is not possible. The casino sets its own rules as it wants and that is not possible.
Mr. Bet enriches itself with the money of the players because the casino does not follow its own rules. This is approximate and constitutes fraud and misappropriation of profits.
The casino enriches itself with the money on the one hand when making a deposit and then on the other hand when the profit is not paid out.
I hope that you will make a fair judgement. Otherwise a German court would have to do it.
From what I've researched, players win 96% of the time in court. These numbers speak volumes.
Check out the reviews on the internet about Mr. Bet. Almost over 90% only negative reviews. See trustpilot. The players complain almost all that the winnings are not paid out. One even won 9,000.00 euros, he never received his money.
In any case, I will continue to fight with all means until I have my win.
But I hope for now that she will decide in my favour.
Because if you are honest, the casino Mr. Bet clearly violates its own rules and that simply shouldn't be.
I had and have the right to dispose of my son's account, which was confirmed with the new power of attorney in the same way that my son has power of attorney over my account.
Furthermore, no profit was made with the first deposit of 30.00 euros from my son's account.
The profit was only won with the 2nd deposit from my own account.
Thus, the prize was legitimately won with the deposit of 30.00 euros from my own account and not from my son's account .
So I'm entitled to the prize. It was won from my account using the funds deposited, so it was definitely a legitimate win.
Kind regards
Michael M*****
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2 years ago
Thank you Michael for the update.
Dear MrBet Casino,
Please explain your decision either here or by email (peter.m@casino.guru).
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2 years ago
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Dear Mr. Peter
Today I looked again at the rules of the casino Mr. Bet. Point 3.2.4 of the casino's own guidelines clearly states that verification must be carried out before depositing money into the member's account:
"3.2.4. We reserve the right to use additional procedures and methods to verify your identity (see list of requested documents below as an example) when making deposits into your Member Account "
There is nothing here about the fact that the verification only takes place when the payment is made. The casino does not stick to its own standards.
I urge you to take this point into consideration.
So the reference is to the point
01/02/10 lapsed.
Everything else wouldn't make any sense, except that the casino enriches itself with the deposits of the players without having to pay afterwards.
Kind regards
Michael M*****
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2 years ago
Dear All,
The user sent a power of attorney from the bank. But unfortunately, we cannot accept it. A bank statement does not prove that the account from which the user made deposits is a joint account and the user has the right to dispose of this money and they will be considered his. In fact, the user could issue a power of attorney at any time, but according to our rules, deposits must be made from details that directly belong to the account owner.
When registering, the user agreed to our terms and conditions and had to take into account that deposits must be made from the details that belong to him.
We are very sorry, but the decision on the account is final, in case of violation of the rules, the winnings cannot be considered legal.
Since we are not going to continue servicing the account, we are considering the possibility of refunding deposits. As soon as we receive a response from the responsible department, we will inform you.
Best regards,
Mr.Bet Casino team
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2 years ago
Dear Mr.Bet Casino team,
Thank you for your reply. Let's take a look at the facts here:
- the player has the power of attorney which means he is legally allowed to use the funds on his son's account
- the winnings were made from a deposit that came from the player's own account and has nothing to do with the son's account
If the casino wants to enforce such strict rules, it should enforce them before it lets players make deposits and play. I'm certain we wouldn't have this conversation if the player lost all their funds playing. Therefore, we are convinced that the player should get paid in full.
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2 years ago
Hello Peter,
The user agrees to our terms and conditions upon registration. This means that he accepts the rules by which our casino provides services and must not violate them.
According to the rules of our gaming club, verification occurs after the user creates a withdrawal request. We are not required to verify the user before the initiated withdrawal of funds unless the user himself asks to be verified in advance.
Since the user agreed to our terms and conditions during registration, he had to take into account clause 2.1.10. in relation to deposits and withdrawals of funds into and from your Member Account, you shall only use such credit cards and other financial instruments that are valid and lawfully belong to you.
It is also in the interests of the user to follow the rules of the gaming club.
The user was able to confirm only one deposit that was made from his account, he could not confirm the second deposit, because at first, he claimed that that account no longer exists and he cannot provide an extract from it, and then it turns out that the user made this deposit from his son's account. Given these facts, it is not entirely clear to us how you can claim that the user received winnings with his own money.
Best regards,
Mr.Bet Casino team
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2 years ago
Translation
Dear Mr Peter,
Mr. BET's claim is simply a lie, after I had to have my account blocked due to a hacker attack, a colleague from Mr. BET advised me to go to the bank and get an extract from there, which I did. I had submitted everything the casino wanted. Here the untruth is consciously claimed in order not to have to pay out your winnings to the people.
I had already sent you all the documents, Mr. Peter. From this you can see that the bank details from me and my son were also submitted to Casino Mr. BET.
I just got an email from the casino Mr. BET in which the casino offered to pay my stake back to me 2 x €30.00. I do not agree with it. So I will not resend all the documents that I have already sent to the casino several times. I insist on paying out my winnings. If necessary, through the court. I won't let up.
You can now see for yourself how dubious this casino is. Since a new gambling supervisory authority has been established by the German government since June, and a so-called "white list" will be introduced in Germany from January 1st, 2023, I will report Mr. BET to the state gambling supervisory authority so that this casino in Germany can no longer rip off any more people .
I continue to insist on my winnings being lawfully obtained.
Kind regards
Michael M*****
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2 years ago
Dear Mr.Bet Casino team,
Thank you for your reply. Do I understand correctly that the player was able to verify the deposit his winnings originated from?
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2 years ago
Hello Peter,
After additional check from the provider's side, the following details of user verification became known.
We received confirmation from the provider that the user sent a statement of his deposit dated 07.10.2022 21:28:48
The user did not confirm his second deposit dated 07.10.2022 21:45:48, from which the winnings were gained.
Previously, he sent us confirmation of only one of his deposits in all his statements.
Based on this, we need to receive from the user the details of his transaction from 07.10.2022 21:45:48
Best regards,
Mr.Bet Casino team
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2 years ago
Translation
Dear Mr Peter,
This is not correct. I had sent the payment receipt several times, both from my son Jonas and from me. In addition, I have to ask myself if the deposits have already been confirmed by the casino with the last answer here, I have to ask myself why the winnings are still not paid out here??
Unfortunately, I can't upload the receipts here now, I don't know why, but I will send them AGAIN by email to you Mr. Peter and also to Mr. BET, and I hope that we can finally bring the matter to a peaceful end.
Kind regards
Michael M*****
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2 years ago
Hi Michael,
Thank you for your email. I don't know which transaction exactly it was supposed to be, but if you sent the bank statements to the casino, it should be able to find the match.
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2 years ago
Dear All,
We have received a comment from our responsible department.
According to the documents provided, we see a violation of our terms and conditions under clause 2.1.10.
From our side, the services were provided in accordance with the T&C, with which the user agreed before registration. At the same time, he violated our T&C.
Based on this, the account remains blocked.
We are ready to refund deposits after providing the documents that were requested from the user earlier.
Best regards,
Mr.Bet Casino team
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2 years ago
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Dear Mr. Peter
Mr bet always just refers to his nonsensical 2.1.10 which makes absolutely no sense. The only thing that this point does is that the casino fills its pockets with the money as long as the players don't win.
If it were an honest casino, the casino would already verify deposits as per their rules. Everything else is just to take money out of the players' pockets. The casino will always use something just to avoid paying.
I refer to the rules of the casino here:
"3.2.4. We reserve the right to use additional procedures and methods to verify your identity (see the list of requested documents below as an example) when making deposits into your Member Account
Carrying out a verification only when the player has won is fraud in my opinion and only serves the casino to pocket the players' money.
We've seen it again. Documents were requested, if these are made available they will be rejected as always after the examination. Why do they keep asking for these documents when everything is rejected from the start.
I will also not submit any documents to get my payments back from the casino. I have won legally and would like to receive my winnings in cash. And not my commitment. I made a profit with this bet.
The casino really thinks the guy is persistent then we pay him back his stake and the casino is off the hook. But not with me. I will fight by all means to get my prize.
Kind regards
Michael M*****
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2 years ago
Hi all,
Thank you for your replies.
Dear Michael,
Does the above mean that you weren't able to verify one of the deposits? You stated that the deposits made on 7.10.2022 were processed on 10.10.2022 correct? Even if this was true, the casino should be able to find a match. This leads to a question: Are any deposits missing from the statement?
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2 years ago
Dear Mr.Bet Casino team,
Could you please explain your statement? Did you find a match for all the player's deposits? If so, why is it a problem if Michael has power of attorney or owns the accounts? If you didn't find a match, was a third payment method/account used for the deposit?
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2 years ago
Dear All,
As we reported earlier, after checking the documents submitted by the user, we see a violation of our rules in clause 2.1.10.
Based on this, the account remains blocked, and we ask the user to provide the necessary documents to return the deposit that the user made from a bank account that does not belong to him.
This case was also examined with CEG in parallel with this complaint. The SEG closed the complaint in our favor on the following points:
-The Operator, in the view of CEG, has acted in accordance with the public information on its website, to which the Operator has referred to, as well as provided supporting statements.
-The Player has not completed or has failed the necessary KYC / Account Verification requested by the Operator.
Thus, we believe that the best solution for the user would be to provide the necessary documents and agree to a refund. Since we cannot accept a bank power of attorney as confirmation of a joint account, the account still does not belong to the user.
Best regards,
Mr.Bet Casino team
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2 years ago
Dear Mr.Bet Casino team,
Even though we understand your concern regarding the origin of the money and the fact that the CEG decided in your favor, I'm afraid we can't accept your decision. The player obviously had the bank power of attorney long before he made the deposits in the casino and was able to prove it, thus he was legally allowed to use the funds on his son's account. It wasn't just a piece of paper written by hand, but an official document from the bank. I understand that the AML rules are strict but this doesn't seem to be an AML case. Secondly, if the casino is so concerned about the origin of the players' deposits, it should perform the checks before it allows players to make deposits. I'm certain that if the money was lost playing games, nobody would ever investigate the origin of the deposits. Unfortunately, the complaint will become unresolved in favor of the player.
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2 years ago
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Thank you for your fair decision.
A complaint against the Casino Mr. Bet has already been filed with the public prosecutor's office for commercial fraud, fraud and embezzlement. Furthermore, I will report the casino to the gambling supervisory authority founded by beu in order to ban the Mr. Bet casino from the German market here. I'm not the only one who feels this way, you can see that from the reviews on trust pilot. It's the same for many players.
Thank you for your efforts and Merry Christmas and a Happy New Year.
Kind regards
Michael M*****
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1 year ago
Dear Peter,
As indicated above, according to our terms and conditions, account verification is carried out when creating a withdrawal request. When registering, the user agreed to our terms and conditions under which we provide services.
Also, according to our terms and conditions, deposits to our site must be made only from payment methods that legally belong to the owner of the game account, which the user could not confirm. The fact that the user has access to the funds in his son's bank account does not make him the owner and sole beneficiary of the bank account. When breaking the rules of our gaming club, clients must be prepared to face the consequences.
Moreover, not unreasonably, our regulator, the CEG closed this complaint in our favor after we explained the situation in detail and provided supporting evidence. Their decision must be taken into account.
We will not create a dangerous precedent and insist that, according to our terms and conditions, the user violated the rules. The account remains blocked, and the winnings are written off.
We are still ready to refund the deposit that was made to our site, but michaelmaurer1966 needs to provide the documents that we requested from him earlier.
Best regards,
Mr.Bet Casino team
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1 year ago
Dear Mr.Bet Casino team,
We, in casino.guru, always try to look at the overall fairness of the situation. If Michael's son also had an account in the casino, the situation would be different and it would make more sense to discuss the origin of the deposits. However, as stated above, this doesn't look like any type of fraud, AML case, or multiple-account case. Unfortunately, the complaint will become "unresolved" in favor of the player.
Dear Michael,
I’m afraid I won't be able to help you with this one. The casino's decision seems to be final. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to reconsider its decision, we will reopen the complaint, and you will be notified by email. I am sorry I could not be of more help on this occasion.
Best regards,
Peter
