Mr Bet Casino - Player’s winnings have been cancelled.

I made an account at this casino, where I could deposit money to the account without any problem and enjoy the games available on their website and application. When I wanted to withdraw money from the account I had to complete a form from which the information had to be verified and there was a maximum period of 48 hours. where at the end they would give me the money that I wanted to withdraw. At the time of completing this period I want to enter the page to play and see the status of the withdrawal of the money, where I find the surprise that my account was blocked. When trying to contact me by phone, I was answered by a person who only speaks English who only knows how to say in Spanish "consultations in Spanish by live chat", when asking about the blocking of my account in live chat, they told me that "it was blocked for violating part of the terms and conditions of the casino where supposedly I missed completing part of the form or there was some false information ". All the information that I filled out was true, so ask what was the supposed information that I did not fill in or the supposedly false information that caused the blocking of my account? thus correct it and not lose my account and the money that was in it or simply make another account and not make the same mistake, the answer to this question from the casino was: "unfortunately there is no access to this data and the relevant department I have already made a decision and cannot recover his account or make another "ending the live chat and giving me the option to send me the record of the conversation, which has not yet reached me. IN CONCLUSION THERE WAS NO SOLUTION TO MY PROBLEM, NEITHER WAS THE REASON FOR THE BLOCKING OF MY ACCOUNT SPECIFYING TO ME AND I LOST THE MONEY THAT REMAINED IN THIS, AND I NEVER ASKED TO CONTINUE PARTICIPATING IN THE GAMES ON THE PAGE

Dear Cristihan,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that your winnings have been cancelled and account blocked due to a failed account verification? Could you please confirm that you have provided all the personal documents required for the verification as soon as possible, without any delay? Have you been advised what was the exact reason not to verify your account? Have you accumulated your winnings with or without an active bonus?

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

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

Dear Petronela,

First of all, I appreciate that you have paid attention to my case and have already had your time for it, having said this then I answer your questions. I was never able to withdraw part of my earnings since I had to fill out a form with personal information, photo of the credit card, photos of the identity card. Form that I filled out, After completing the form I had to wait 48 hours for my data to be confirmed, in the meantime I could continue playing increasing or decreasing my winnings. The day the 48 hours were up, I could no longer enter my account, due to an alleged block for entering false data, which is not real since all the data was true, I consulted by phone and live chat about it and they gave me the answer that it was blocked for entering erroneous or false data (when asking about the supposed false or erroneous data, they told me that they did not have access to give me that information and that I could no longer do anything about my account, I could not recover it), When I knew this answer I insisted that I needed that information since when I made another account I was going to use the same data since they are the only ones I have and they are real, then the same thing was going to happen to me (they responded to this that I could no longer do Nothing that the staff had already made a decision and that I could not make another account, nor can I recover the one I had, that is, I cannot continue playing in that casino. And answering your last question, I bought a 20 t promotion leave for a lower price, but the profits did not increase but I lost part of what I already had

Thank you very much, Cristihan, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Cristihan,

I read through your complaint and I understand the situation. I’ll contact the casino and try my best to resolve the issue.

I would like to invite Mr Bet Casino to join this conversation.

Dear Mr Bet Casino,

Can you please clarify the situation and state the reason why Cristihan did not pass the verification process? You can forward the relevant proofs to andrej.p@casino.guru.

Dear Casino Guru team,

According to information, that our appropriate department provided us with,  the Player violated our terms and conditions "3.1.3. You must enter all mandatory information requested into your registration form, in particular, your identity, your address and contact details, including a valid e-mail address, your place of residence, phone number, date of birth, relevant payment information; all of which must be true and correct. You are not permitted to use PO Box address as your place of residence. It is your sole responsibility to ensure that the information you provide is true, complete and correct. You are hereby notified that we carry out verification procedures and that your Member Account may be blocked for access or closed if you are found to supply false or misleading information and/or documents."

The Player did not consider this term by registration. Information that he provided to pass verification did not match the personal data that were entered by the registration of the account.

Since the data did not match, it was a direct violation of our rules and a reason to block the account with further voiding of the winnings.

Best regards,

Mr.Bet casino team

Thank you, Mr Bet Casino team, for the reply. Can you please specify the information that was filled out incorrectly? You can forward any relevant evidence to andrej.p@casino.guru.

Dear Casino Guru team,

Proofs of multiple accounts and violation of our rules may contain personal information and security information from our internal logs that we as subject of GDPR are not eligible to provide.

We’ve sent to you the draft of the processing data agreement and are waiting for your timely cooperation in this matter.

Best regards,

Mr.Bet Casino team

Thank you, Mr Bet Casino, for the reply.

Dear all,

The matter regarding the data processing agreement is being assessed by our management. We’re currently waiting for further instructions. I’m setting the timer for 7 days and will keep this thread posted.

Dear Cristihan,

Please be informed that the matter regarding the agreement is still being discussed between the casino and Casino Guru. As more time is needed to resolve this situation, I’m extending the timer by 7 days.

Thank you very much for your time and dedication, I will be attentive to the comments.

As the matter regarding the data processing agreement has been sorted out, we would like to ask Mr Bet Casino to provide the requested information.

Dear Andrej,

We've sent you requested evidence of multiple accounts to andrej.p@casino.guru. Please let us know if you need more information regarding this case.

Best regards,

Mr.Bet Casino team

Thank you, Mr Bet Casino team, for providing the explanation via e-mail. Please note that I’ve replied to your e-mail and am currently awaiting your reply.

Hello, Andrej!

We have sent you a new email with additional proofs as you requested. Please check it and let us know if anything else is needed.

Best regards,

Mr.Bet Casino team

Thank you, Mr Bet Casino team, for providing the relevant evidence.

Dear Cristihan,

Could you please state the name that you entered when creating your account in the casino? In addition, I’d like to ask you to provide the photo of your ID that you sent to the casino. You can forward the information to andrej.p@casino.guru.

Dear Andrej:

I have sent the requested information to your email.

Stay tuned to your comments

Say hello atte.

Cristihan M ***

Thank you, Cristihan, for your e-mail. Unfortunately, after gathering all the necessary information, we are rejecting this complaint as unjustified. There’s sufficient evidence proving the casino’s allegations.

As you might know, creating multiple accounts is considered a serious breach of the Terms and Conditions in most online casinos. In addition, when registering in an online casino, you should always use your own name and personal details. You can read more about our position on situations like this one, as well as other recommendations for players in our Fair gambling codex for players.

I'm sorry we were not able to help you with this one, but please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We will try our best to help.

And what was the famous wrong information? After it came out that my account had been blocked, I tried to contact the casino, having no response, I tried to make another account to continue playing while I found out why the account was blocked, but when trying I could not make another account, now the attempts to make another account was after they blocked me, so the reason for the block cannot be because I tried to make another account since that happened after the block, now what is the famous personal data which is not mine? In the end I still do not know why my account was blocked, maybe I will not be able to recover the money that does not interest me, but what is the real data of why my account was blocked, it cannot be because of the attempt to make another account since that I did it after mine was blocked, they tell me about the personal data and I still do not know what the data is, I made another account in another casino and I have not had any problem, then if I can not recover the money from the account by Last answer me, what is the real information about why my account was blocked?

Dear Cristihan,

As I indicated earlier, in addition to the fact that you’ve created multiple accounts in the casino, which is considered a violation on its own, the accounts were not created under your own name.

Dear all,

As explained above, we will now close this complaint as ‘rejected’.