Mr Bet Casino - La cuenta del jugador fue suspendida en medio de un intento de retiro.

Hello, I've been with Mr.Bet for about 3 years now. Last year, on 05/12/2023, I had a successful withdrawal. Early this year, around March, I made a second successful withdrawal. Now, I'm dealing with another withdrawal, this time an amount of 4500 euros. Each time, I had to verify my account (it's always the same account). This time was no different, I was asked to send a PDF of my account statement showing my last deposit, which I did. Today, after 5 days since I requested the withdrawal, my account was suspended with the explanation that I had given false information regarding my identity.

There have been no changes on my end, I always make deposits using the same account and I've already received two withdrawals.

Hallo ich bin seit ca. 3 jahren bei Mr.Bet . Letztes Jahr am 05.12.2023 hattr ich eine Auszahlung die erfolgreich war . Dieses Jahr Anfang März hatte ich die 2te Auszahlung die auch erfolgreich war . Und jetzt geht es um eine Auszahlung in Höhe von 4500 euro . Jedesmal musstr ich mein Konto vertifizieren ( ist jedesmal das selbe Konto ) . Dieses mal auch ich sollte dieses mal eine pdf von dem kontoauszug mit meiner letzten Einzahlung senden dieses habe ich getan. Heute wurde mein account gesperrt nach 5 tagen wo ich die Auszahlung beantragt hatte. Mit der Begründung ich habe falsche angaben bei meiner Identität gemacht.

Es hat sich nie was bei mir verändert jedesmal mit dem selben konto eingezahlt und auch schon 2 auszahlungen bekommen.

Dear Toby89,

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 make sure I understand your situation completely.

Can you specify which identity information you provided to the casino that was allegedly false? Kindly forward me all the communication between you and the casino that could be relevant for the investigation of your case. My email address is veronika.l@casino.guru.

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

Hello dear Veronika,

Yes, first they wanted a screenshot of the last deposit I made of 60 euros from online banking. Then it was said, we need a bank statement where the transaction can be seen as a PDF. What seemed strange to me was that I couldn't upload a PDF file to the verification menu for uploading files because PDF files aren't accepted there. So I have to upload it in the live chat. And not even 6 hours later I was blocked. I sent the email she wrote to me to your email address.

Hallo liebe Veronika,

Ja erst wollten die ein screenshot von der letzten einzahlung die ich gemacht habe von 60 euro vom onlinebanking . Dann hieß es ne wir brauchen doch einen kontoauszug wo die transaktion mit zu sehen ist als pdf . Was mir komisch vor kam eine pdf datei konnte ich beim vertifikationsmenü zum hochladen von dateien nicht hochladen denn dort werden keine pdf dateien akzeptiert. So mit muss ich das im live chat hoch laden. Und nicht mal 6 stunden später war ich gesperrt die email die sie mir geschrieben habe schicke ich dir an deine email adresse .

What really surprises me is that they had already paid out to my account twice, where I had to verify myself each time. And now suddenly incorrect information is said to have been given. It is the same account every time for both deposits and withdrawals.

Das was mich halt echt wundert das sie schon 2 mal auf mein konto ausgezahlt hatten , wo ich mich auch jedesmal vertifizieren musste. Und jetzt auf einmal sollen falsch angaben gemacht worden sein. Es ist jedesmal das gleiche konto sowohl bei einzahlungen und bei auszahlungen.

Thank you very much, Toby89, 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.

Hello Toby89,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

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

Dear Mr Bet Casino,

Would you please provide additional details regarding the alleged false information the player may have provided? It seems puzzling, considering the player successfully withdrew funds previously using the same information they provided. If the information can't be shared publicly, please forward it to me at michal.k@casino.guru

Great, thank you very much 🙂

Super , vielen lieben Dank 🙂

Dear Michal,

We apologize for the inconvenience caused. Due to the complexity of the case, we kindly request additional time to gather evidence regarding the user's violation of section 3.1.3.

"3.1.3. You must provide all mandatory information requested on your registration form, including your identity, address, and contact details such as a valid email address, place of residence, phone number, date of birth, and relevant payment information. All information must be true and accurate. You may not use a PO Box as Your place of residence. It is Your responsibility to ensure that the information You provide is complete and correct. Be aware that we conduct verification procedures and that Your Member Account may be blocked or closed if You are found to have supplied false or misleading information or documents."

We appreciate your patience and understanding.

Thank you for your response, Mr. Bet Casino. I understand that collecting the relevant evidence can take a bit of time.

Dear Toby89,

Can you please forward me (michal.k@casino.guru) all the same documents you have provided Mr. Bet team for the verification? this would help us to get a better understanding of the situation.

Dear Michael,

I have just sent you an email.

Lieber Michael,

Ich habe dir so eben eine Mail zukommen lassen.

Dear Toby89,

Thank you for your email. I've replied to it.

Please be patient as we await a response from the Mr Bet Casino team.

Dear Michal,

Thank you for your patience. We have sent an email confirming the violation of our rules and would appreciate your review of the matter.

Dear Mr Bet Casino,

Thank you for your email, I have replied back with additional information.

Dear Toby89,

I have sent you an email. Please reach out to your bank to issue you the requested document so that we can move forward with your complaint.

Dear Toby89,

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.

Dear Michael,

I have just sent you the document I was just at the bank

Lieber Michal,

Ich habe dir das Dokument eben zugesendet ich war eben bei der Bank

Dear Toby89,

Thank you for your email and the provided document.

Dear Mr Bet Casino,

I have forwarded you the player's document. I trust this will clarify the situation.

Dear Michal,

We're glad to provide the clarification you needed regarding the documents in our recent email. Should you have any further questions or require additional information, feel free to ask.

Dear Mr Bet Casino,

Thank you for your email.

Dear Toby89,

I have sent you an email with additional information on what documents are still needed to proceed with your complaint.

Please make sure all the documents are in PDF format.

Hello dear Michal,

Hello dear Mr Bet Casino,

On the document that I got from my bank is the date since when I have had access to this account. Among other things, I asked the bank for a PDF file. The answer was that we don't do that. This document proves everything they need to know. I even had the bank stamp it and have it signed for me and to be honest I'm starting to think it's a real cheek to be looking for new excuses. Furthermore, I visited my lawyer yesterday and asked for advice. My lawyer is of the exact same opinion that everything has been proven that I have access to this account, and he also noted that the casino has already paid me out to this account twice.

Hallo lieber Michal,

Hallo sehr geehrter Herr Bet Casino,

auf dem Donkument das ich mir bei meiner Bank besorgt habe steht das Datum seit wann ich mit über dieses Konto verfüge. Ich habe unter anderem bei der Bank nach einer PDF Datei gefragt. Die Antwort war sowas machen wir nicht . Dieses Dokument belegt alles was sie wissen müssen. Ich habe es sogar von der Bank extra stempeln lassen und mir unterschreiben lassen und ganz ehrlich langsam finde ich es wirklich eine Frechheit sich neue Ausreden zu suchen . Desweiteren habe ich gestern mein Rechtsanwalt aufgesucht und mir Rat eingeholt . Mein Anwalt ist genau der selben Meinung das alles belegt wurde das ich mit über dieses Konto verfüge , desweiteren habe er angemerkt das dass Casino mir schon auf dieses Konto 2 mal ausgezahlt hat.

Dear Toby89,

Unfortunately, we cannot accept the photo of the printed document. We require the original document in PDF format.

Please submit the PDF version of the document for us to proceed.

Dear Toby89,

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.