Mr Bet Casino - La cuenta del jugador ha sido bloqueada.

Win an award in mr. bet of the sum of $2,234,530 of withdrawable amount... I made the withdrawal on December 23 and to date they had me in verification... I sent the documentation they requested 3 times and today they have blocked my account!

Dial my account was blocked due to paragraph 9.1.2. Only one account per person is allowed. Winnings cannot be collected on accounts opened under false names or on multiple accounts opened by the same person....

I ask what the violation is... I have never had another account nor am I playing with a false name.

And neither do they say what the violation was.....

I am really upset with this situation, that apparently they blocked me because they DID NOT WANT TO PAY ME!

I hope that by this means you can give me an answer

Gane un premio en mr. bet de la suma de $2.234.530 de cantidad retirable... realice el retiro el dia 23 de diciembre y hasta la fecha me tuvieron en verificacion... envie 3 veces la documentacion que solicitaron y hoy me han bloqueado mi cuenta!

Disque mi cuenta fue bloqueada debido al párrafo 9.1.2. Solo se permite una cuenta por persona. No se pueden cobrar ganancias en cuentas abiertas con nombres falsos o en múltiples cuentas abiertas por la misma persona....

Consulto cual es la violacion.... jamas he tenido otra cuenta ni tampoco estoy jugando con un nombre falso.

y tampoco que dicen cual fue la violacion.....

Estoy realmente molesta con esta situacion, que al parecer me bloquearon porque NO QUERIAN PAGARME!

Espero que por este medio puedan darme una respuesta

Dear Dalisu,

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. Could you please advise which documents you provided? Have you provided all the required documents as soon as possible and in the correct format? Also, could you please confirm that the personal data you entered when creating your casino account match fully the personal data from your documents?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Hello

My personal data is correct and coincides with the ones I registered in Mr Bet.

The information I sent was a photograph of my identity card in addition to a verification that they do with the phone's camera (which is like a face photo), apart from verifying my data I sent my account statement where the movement of the payment that appears I did through webpay when I uploaded to my mr Bet account.

My identity information was verified, but my documents where I made the payment with my bank were rejected.

For this reason I asked my daughter (since I went to her house for the year-end holidays) to help me with the verification, in which she uploaded the same documentation, but in .pdf format (this information was also rejected and He had to upload it again, and on that third time a verified part was left and my debit card needed to be validated)

I suppose that since my daughter verified from her tablet they thought it was multi-account (since my daughter also has an account at mr bet), but it is not multi-account, since those incomes were only exceptional to help me with the documentation of the verification .

I remain attentive to your answer....

Hola

Mis datos personales están correctos y coinciden con los que me registre en Mr Bet.

La información que envié fueron fotografía de mi cedula de identidad además de una verificación que hacen con la cámara del teléfono (que es como una foto del rostro), aparte para verificar mis datos envié mi estado de cuenta en donde aparece el movimiento del pago que hice por webpay cuando realice la carga en mi cuenta de mr Bet.

La información de mi identidad fue verificada, pero mis documentos donde realice el pago con mi banco salió rechazado.

Por ese motivo le pedí a mi hija (ya que por las fiestas de fin de año fui a su casa) que me ayudara con la verificación, en la cual subió la misma documentación, pero en formato .pdf (esta información también salió rechazada y tuvo que volver a subirla, y en esa tercera vez quedo una parte verificada y faltaba que validaran mi tarjeta de debito)

Supongo que como mi hija realizo la verificación desde su tablet ellos pensaron que era multicuenta (ya que mi hija también tiene una cuenta en mr bet), pero no es multicuenta, ya que esos ingresos fueron solo excepcional para ayudarme con la documentación de la verificación.

Quedo atenta a su respuesta....

Thank you very much for your reply, Dalisu. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hello, I sent the information of the emails sent to Mr bet. Due to personal information I did not upload it here.

Hola, envié la información de los correos enviados a Mr bet. Por motivo de información personal no la subí aquí.

Thank you very much, Dalisu, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello Dalisu,

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,

Can you please provide more information regarding the player's blocked account? Please provide any supporting evidence for your claim of multiple accounts to michal.k@casino.guru

Dear Michal,

The user's account was blocked due to our terms and conditions:

7.1. Please, be noted that all offers are limited to one per user, IP address, computer device, family, residential address, telephone number, credit or debit card and/or e-payment account, e-mail address, and environments where computers are shared (university, school, public library, workplace, etc.).

9.1.2. Only one account is allowed per person. No winnings may be collected on accounts opened in false names or on multiple accounts opened by the same person;

We will need additional time to collect evidence of violations of our rules for you.

Thanks in advance for your patience!

Best regards,

Mr.Bet Casino team

Thank you for your response, Mr.Bet Casino.

Please provide any supporting evidence for your claim of multiple accounts to michal.k@casino.guru

Dear Michal,

We've sent you an email with supportive evidence. Thank you in advance for your consideration!

Best regards,

Mr.Bet Casino team

Thank you for the email, Mr.Bet Casino team.

I have replied back.

Dear Dalisu,

Just to double-check, did only you deposit money into your casino account with the payment method holding in your name? Did you deposit money into other casino accounts? Have someone else deposited money into your casino account?

Can you please confirm your daughter's casino account details (registered email, player ID/name)?

Hi Michal, since I don't have access to my Mr Bet account, I couldn't review the deposits to compare them with the bank statement.

I am almost 70 years old and when I started playing at Mr Bet I didn't even know how to enter the bank, much less make payments via webpay... So my daughter helped me make the payments (I think she helped me with no more than 5 deposits)... Perhaps he made a mistake in 1 deposit and made it by mistake from his account, but I'm sure the others were from mine, which I have not been able to check... But after that I have made all my deposits from my account.

It should be noted that the deposit with which I won $2,234,530 was made from my account (I sent this information to Mr Bet with the support of my bank account statement)

I have not been able to ask for my daughter to review her payments on those dates since she does not live with me, I cannot call and ask her especially these days that she is away from home for work.

I don't know the details of my daughter's casino account... I don't have access to her email nor do I know what her player name is...

Due to time (since I had 8 hours left to respond) I have not been able to contact her and ask her...

Hola Michal, cómo no tengo acceso a mi cuenta de Mr Bet, no pude revisar los depósitos para compararlos con los del estado de cuenta bancario.

Tengo casi 70 años y cuando comencé a jugar en Mr Bet no sabía ni siquiera entrar al banco, mucho menos realizar pagos por webpay.... Por lo que mi hija me ayudaba a realizar los pagos (creo que me ayudo en no más de 5 depósitos)... Quizás se equivocó en 1 depósito y por error lo realizó de su cuenta, pero los demás estoy segura fueron desde la mia, lo cual no he podido revisar.... Pero después de eso yo he realizado todos mis depósitos desde mi cuenta.

Cabe señalar que el depósito con el que gane los $2.234.530 fue realizado desde mi cuenta (está información la envié a Mr Bet con el respaldo del estado de cuenta de mi banco)

No he podido preguntar para que mi hija revise sus pagos de esas fechas ya que como no vive conmigo, no puedo llamar y preguntarle sobretodo estos días que está fuera de su casa por trabajo.

Desconozco los detalles de la cuenta de casino de mi hija... No tengo acceso a su mail ni tampoco sé cuál es su nombre de jugador....

Por tiempo (ya que me quedaba 8 horas para responder) no he podido contactarla y preguntarle....

Dear Dalisu,

We have received evidence from Mr.Bet Casino that you have indeed breached the casino T&Cs as mentioned previously by the casino. Multiple accounts were created with the same or very similar name, address, and IP address, and the same payment method was used.

Unfortunately, after gathering all the necessary information we are forced to reject this complaint. 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 and we will try our best to help.

Best regards,

Michal