Mr Bet Casino - La cuenta del jugador fue bloqueada.

Hello, my account has been blocked because my mother deposited into my account. But I didn't know it was forbidden! I was told so many times that it would still work if I uploaded the statement from her account as verification. Now I'm getting banned???? I took a screenshot as proof that one of your employees said it was ok and that the department knew that I was uploading from my mother. There are over 1000€ on my account! And I've deposited several times using my own account! It can't be that my account is blocked just because of that. I ask for help

Hallo, mein Konto wurde gesperrt, weil meine Mutter in mein Konto eingezahlt hat. Ich habe aber nicht gewusst das es verboten ist! Zu mir wurde so oft gesagt das es trotzdem gehen würde wenn ich den Auszug von ihrem Konto als Verifizierung hochlade. Jetzt werde ich gesperrt???? Ich habe als beweis einen screenshot gemacht das ein von Ihnen Mitarbeiter gesagt hat das es in Ordnung wäre und das die Abteilung bescheid weiß das ich von meine Mutter hochlade. Es sind über 1000€ auf meinen konto! Und ich habe mehrmals mit meinen eigenen Konto eingezahlt! Es kann doch nicht sein das nur wegen dem mein Konto gesperrt wird. Ich bitte um hilfe 

Dear Isaptt,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have reviewed the casino terms and conditions and I found this:

"You are not allowed to transfer funds from your Account to other players or to receive money from other players into your Account, or to transfer, sell and/or acquire user accounts."

Furthermore, please check our Fair Gambling Codex for Players https://casino.guru/fair-gambling-codex-for-players:

"Payments

For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations."

I can't conclude that according to the screenshot you provided the casino was ok with you depositing with a third-party payment method. Would you be able to provide a more detailed explanation of the situation? Please forward the complete transcript of the live chat regarding the matter or any relevant evidence to tomas@casino.guru

I'll look forward to your reply.

Best regards,

Tomas

Hello Tomas

unfortunately I didn't save only this screenshot and this chat... because I assumed that we can still find a solution because I was always told to upload it anyway and that the department knew about it. They could have simply told me that my account could be blocked, but since I have 1000€ in my account, I assume that the plan was to block my account immediately. But then I don't understand why every employee wrote to me that I should upload it anyway, even though it was my mother's bank account. In other casinos you can still do something or even withdraw the money even if it was deposited from another account, but I strongly assume that if I didn't have the 1k on it, they certainly wouldn't block my account. Above all, it's forbidden, but if you deposit anyway, it still works, you don't even get a message that it's "forbidden". Then you do it in such a way that it doesn't work at all!

Kind regards Isabel

Hallo, Tomas

leider hab ich nur diesen Screenshot und diesen Chat nicht gespeichert… weil ich davon ausgegangen bin das wir trotzdem eine Lösung finden können da mir immer gesagt wurde, ich soll es trotzdem hochladen, und das die Abteilung davon Bescheid weiß. Die hätten mir auch einfach sagen können Mein Konto kann gesperrt werden, aber da ich 1000€ auf meinem drauf Konto habe, gehe ich mal davon aus das es schon der Plan war direkt Mein Konto dann zu sperren. Ich versteh aber dann nicht warum jeder Mitarbeiter mir schrieb das ich es trotzdem hochladen soll obwohl das Bankkonto meiner Mutter war. In anderen Casinos kann man da trotzdem was unternehmen oder sogar trotzdem das Geld auszahlen auch wenn es von einem anderen Konto eingezahlt wurde, aber ich gehe mal stark davon aus dass wenn ich die 1k nicht drauf hätte, würden sie mir Das Konto sicherlich nicht sperren. Vorallem es ist verboten aber wenn du trotzdem einzahlst geht es trotzdem, bekommst nicht mal eine Meldung das es „verboten" ist.😂 Dann macht man es doch so das es gar nicht geht!

Liebe Grüße Isabel

Dear Isaptt,

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 you deposited with a payment method that doesn't belong to you the casino, the casino was ok asking you for this documentation, but unfortunately, that doesn't mean they will necessarily allow you to withdraw your winnings. The block was probably made only after they received definite proof of the fact you are not the owner of the payment method.

Please understand that technically it is very difficult to check who’s the owner of the payment method at the depositing stage. This can be checked only during account verification, which is usually done when a withdrawal is requested. Therefore, it is a player’s responsibility to use allowed payment methods only.

Unless you can show us proof the casino was willing to pay you your winnings, there is not much we can do for you.

Dear Isaptt,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.