Mr Bet Casino - Player struggles to withdraw winnings due to account verification issues.

On November 2nd, I made a deposit of €35 at this Casino and won €395.

The deposit was made via MBWAY. Although I am a verified customer, on November 4th, they requested proof of the deposit. I accessed my MBWAY and requested proof of the purchase, which was sent to my email, and I forwarded it to the Casino. However, they insisted that it must include my name and asked for a bank statement. I provided my bank statement showing the €35 withdrawal. The primary account holder's name is my husband, and it was rejected again. I went to the bank where I received a document, signed and stamped, indicating account ownership by both my husband and me. It was denied once more because they wanted my name to appear on the MBWAY statement, despite all proof having been sent. They simply do not want to pay—THIS IS NOT A RELIABLE CASINO; DON'T PLAY THERE!

Dear Trevo2024,

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 clarify your situation.

Have you tried requesting your bank to send you the bank statement with your name visible instead of your husband's name? Alternatively, have you tried requesting the bank to issue you a stamped confirmation on a single piece of paper that would show that both you and your husband are the owners of the bank account?

Have you used any payment method for depositing into this casino that belongs only to your husband?

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

The payment method I used on MBWAY was my credit card only

I have already sent a bank statement for the €35 payment I have already sent the account holders stamped by the bank I have already sent a photo of my bank card with my name on it, where the transaction was made via the MBWAY application I have also sent proof of mbway

Today I sent documents with my name and that of my husband, with account number, I also sent a print of my MBWAY account and my bank card to which I made the payment! Do not accept this Casino it is a fraud do not spend money on mr bet they do not want to pay and they roll up

Thank you for keeping me updated. Could you please specify if your husband also plays in this casino?

No, my husband doesn't play in any casino, he doesn't like it!

Thank you very much, Trevo2024, 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.

Can I contact you by email?

Hello Trevo2024,

I'm Michal, and I have taken over your complaint. I have reviewed your case including the evidence you have provided us and I will contact the casino to see if I can help. I do have some additional questions. If the account from which the deposit of €35 was made is a joined account, why is only your husband's name shown on the bank statement? Typically, bank statements reflect the names of all account holders. When were you registered as a co-owner of the joint account? Additionally, can you please confirm who is the owner of the MBWAY account? If you have any further documentation to support your claims, I would appreciate you sharing it with me at michal.k@casino.guru

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

Dear Mr Bet Casino,  

I understand that it is customary within the industry for players to make deposits exclusively from accounts or payment methods that are registered in their own name, such as bank accounts or VISA/MasterCard cards, as well as payment systems like Skrill and NETELLER, etc. However, the player has presented documentation regarding a joint Banco Montepio account, which I believe could be considered valid. If there are additional reasons influencing your decision, I would appreciate it if you could share them with me at michal.k@casino.guru

Dear Stefan,

From the beginning the user herself said, that she sent a bank statement where the 1st owner is her husband and the 2nd owner is the user. The user also said that the proof of using mbway in Portugal is the mobile phone number and email address, MBWAY does not include the name. 

If a user uses a joint account on our site, it is necessary to officially confirm that the user is a rightful owner of a bank account, as well as a partner. We have previously requested a document from the user that will confirm that both people are the owners of the bank account. 

Since then, the user has not uploaded a document confirming that the bank account is a joint account. The uploaded documents often do not have a name on them, or they are scans of documents, and it is important for us to see the original. 

If the user has an original document confirming that the bank account is a joint account, it is important for him to upload a photo of this document or the original in pdf format, not a scan and send it to us at support@mr.bet

Dear Trevo2024,

we are truly sorry that the verification process was delayed and you had a negative experience. 

We kindly ask you to send us by email a document from the bank confirming that the bank account is a joint account. The document must not be a scan and the use of graphic editors is forbidden. Send us either a photo of this document in full size or the original document in pdf to our e-mail address support@mr.bet

I've already sent the original document with the account number and the two holders! I hope they resolve the situation

I've already sent the original documents with my name and my husband's name and the account number, I've sent the credit card with my name on it from which the money was withdrawn via the MBWAY application, I've sent the printout of the bank's transactions page showing the payment to the Casino of 35€. So far they deny everything. This casino is a fraud, it doesn't want to pay out the winnings, it's no good.

Dear Trevo2024, 

Please provide a more detailed bank statement in the original format, clearly indicating who is the first owner and who is the second owner, as well as the details of the bank account.

Also, as previously mentioned, please upload the original pdf of the transaction statement to us, as previously you only provided screenshots or scans. We can only accept the original document. Screenshots and scans will not be accepted, and the use of graphic editors is not allowed. 

Unfortunately, the documents you uploaded earlier did not meet the requirements. You can receive your winnings as soon as you provide the documents that meet the requirements. 

I've already sent a bank statement from the bank's app page where my husband's name appears and my name is in the top left corner, you say above that I have to present the original with the two names that presented the amount, now you're already finding the statement doubtful???? You're thieves, you don't want to pay. I've already sent dozens of documents! You just don't want to pay

Thank you for your responses, Mr Bet Casino.

Dear Trevo2024,

Thank you for your efforts in providing evidence to the casino team. However, I must firmly align with the casino team’s position that the documents submitted thus far cannot be deemed valid. It is a standard industry requirement that all documents must be submitted in their original, unaltered format. To move forward with your case, I kindly ask that you submit the requested documents in the specified format as outlined by the casino team.

I've already sent everything original, a printout of the app, just the statement for the day with the 35€ withdrawal, all correct! There's the name of the account holder! And mine in the top left corner, I am the account holder, I have a bank card where I have already sent it to the Casino, where my name appears where the 35 € was paid I don't understand so much, the 35 € came out of my credit card through the mbway app the card is mine no one else. Yes, they're making a great movie and making life difficult

Dear Michal,

we gave a full answer in this thread 4 days ago. A colleague from our support team contacted the user by email and in the account regarding the requirements of the requested document, we also informed in this thread what document was requested, namely: 

• a more detailed bank statement in the original format, clearly indicating who is the first owner and who is the second owner, as well as the details of the bank account. It should preferably be a pdf document without the use of graphic editors, not a scan or screenshot. 
• The original pdf of the statement with a deposit for 02.11.2024 in the amount of 35 eur to our website. 

The user again uploaded documents that were previously rejected, namely screenshots from bank statements, not originals. The user also unfortunately did not send us a document showing who is the first owner of the bank account and who is the second owner with details of the bank account. 

Our colleague from the support team has again today informed a user about the requirements to the requested documents. It is important for the user to upload them to the verification window. We are always happy to cooperate and make sure that the user successfully passes the verification. 

Thank you for the update, Mr Bet Casino.

Dear Trevo2024,  

I understand that this situation can be frustrating. To proceed with your case, I kindly request that you submit the necessary documents in the format specified by the Mr Bet Casino team. Unfortunately, the documents you've provided so far have not been accepted, so resending them will not be beneficial. Thank you for your understanding.

Dear Trevo2024,

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.

I've already sent all the documents, the bank statement is only in the name of the 1 holder, I've shown proof of the bank account in both our names, I have a bank card in my name, I've sent a printout of the application where the deposit is in my husband's name and in the top left corner my name. I don't understand why if they don't accept it, I'll say it again, they don't want to pay.

Dear Trevo2024,

While I understand that different banks may present account statements in various formats, so far I have not come across a bank where the joint account does not explicitly list both account holders.

As you have been informed on several occasions, the documents submitted thus far do not meet the necessary criteria for acceptance by the casino team. Your name is not clearly identified as the second owner of the Banco Montepio account. Additionally, the other documents you provided were not in their original format.

The document must NOT be scanned, and the use of graphic editors is forbidden. We kindly ask you to send either an original photo of this document in full size or the original document in PDF to the casino e-mail address support@mr.bet

It is important to recognize that the responsibility for supplying the necessary documents in the specified format lies with the player. If you do not possess the documents in their original form, kindly reach out to your bank once more to obtain them, and ensure that they are forwarded to the casino team in their original format.

Dear Trevo2024,

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.