Mr Bet Casino - The player's account got blocked.

Good afternoon, I will tell you my case. My account was rejected because I used a friend's card, but the owner of that card authorized me to use her card. The casino asks me for the third time for verification and I sent the documents but it was not later when I already had the required documentation. I find that my account was blocked. I contacted them and told them that I already had the documents and they did not want to activate the account because the card does not belong to me, but if they do not accept deposits from a third party account then because they accepted the transfer they should have rejected it, now if they cannot give me my withdrawal of what I win then they should reimburse me for all my money that I bet from the account that is not allowed

Hello mariadelourdes0333,

Thank you very much for contacting us and I'm really sorry to hear about your issue with Mr Bet Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise how much did you exactly deposit into the casino? Did the casino refund your deposited amount? When exactly did they close your account?

Please note that what you did is strictly against the rules in almost every single online casino. You can always only deposit with your own payment method no matter if the 3rd party "person" allows it or not. In this situation there is almost zero chance that you will get your winnings as the casino would have to be very generous after you verify your identity. All we can do is to help you get back your deposit.

Please forward any proof or conversation you have with the casino which could assist your case to nikolas.b@casino.guru.

Looking forward to your answer.

Regards,

Nick

Good afternoon, if you are going to refund me, the total of my bets that came out of my friend's card is 293,000 pesos.

and I have how to prove it with the transfers made from the bank and that is if I count the ones I make from another card, because if they are going to reimburse me it has to be everything that I bet and that they allowed, because otherwise it was allowed to make a payment from a card that was not in my name they should not have accepted the transfer and therefore I was not played

the account was closed two three days ago, and they did not reimburse me absolutely nothing

Dear mariadelourdes0333,

Unfortunately, the used card is mostly recognized only when you try to verify yourself and the casino is not aware of it before. It will definitely take more than just 2 days for the refund. However, be sure to send them in e-mail your payment information as well as the friend's information. I'm sure that they see the exact deposit balances which should be refunded. Please let us know until the end of week if you did this and if they responded or no.

ok, thank you very much, you will receive all the transfers and the account statement

Dear mariadelourdes0333,

Be sure to send it to the casino not to us. Is it important for them to receive it. Could you please advise if you have sent them what I recommended? If yes, did they respond to it?

hello good afternoon, I have already sent all the transfers made to the casino and I am still waiting for the refund

I have already asked for a refund for a week and I still have not received an answer

Thank you mariadelourdes0333 for keeping us updated. I will now forward your complaint to my colleague Branislav who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, mariadelourdes0333,

I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Mr Bet Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Mr Bet Casino Team, could you please provide us with an explanation for this situation from your point of view and your proposal for final resolution? Will you refund the player with the original amount of deposits?

Thank you in advance for providing the information.

Dear Branislav,

According to paragraph 2.1.10 of our terms and conditions "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." all requisites must belong to the user.

The user has agreed to our terms and conditions by registration and is obliged to make deposits from an account that belongs to him. The user grossly violated our T&C, which led to the corresponding consequences.

Taking into account all of the above, the winnings cannot be considered legal and have been written off. The user cannot continue the game on our site. There is no possibility for refund because the services were provided.

Best regards,

Mr.Bet Casino team 

Greetings all,

Thank you very much, Mr Bet Casino team, for your explanation.

Dear mariadelourdes0333,

Can you provide us with a document verifying your authorization to use the friend's payment method? Are you listed in this bank/financial institution as an authorized user with the same competencies as its owner? Is this document officially verified? What is the reason that you have permission to use the funds from the friend's payment method?

What document do I have to provide, could you be more specific, please, and what email should I send it to?

Dear mariadelourdes0333,

I am sorry I did not provide you with complete information. You can use my email address (branislav.b@casino.guru) or you can post the files/documents directly here, in this open thread, with your reply.

For better specification - a document has to be officially verified (e.g. by a notary), or it should be an official document from your bank stating you are one of the authorized users for the payment method/bank account and it should have been provided to the casino before making deposits.

Please note just the authorization written by your friend (although the friend is the owner and can prove it) is not considered sufficient evidence. However, currently, this looks like a serious violation of the casino's rules and that the casino acted in accordance with their terms and conditions. I am afraid there is no document that could change this fact.

ok well thanks

Dear mariadelourdes0333,

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified due to breaching of the casino's terms and conditions.

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 are here to help.

Thank you very much, Mr.Bet Casino team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.Guru