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

I was waiting for my background check to withdraw my earnings and they sent me an email that the verification was a success and a few minutes later they blocked my account, which was not my email, they gave me explanations that make no sense.

Estaba esperando la verificación de mis antecedentes para retirar mis ganancias y me envían un e mail que la verificación fue todo un éxito y unos minutos después me bloquean la cuenta , que no era mi correo ,me dieron explicaciones que no tienen sentido.

Dear Mane,

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 how long ago you have registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live games, slots, or multiplayer)?

If there’s any relevant communication, please forward it along with the confirmation about successful account verification to petronela.k@casino.guru.

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

Best regards,

Petronela

Good morning, send the antecedents to the Petronela email for the account verification, requested for me to withdraw $ 800,000 and that was rejected by mr bet, my account was created at the end of October, I only played slots, and I got a first Withdrawal that if they did, and I think that if my account had problems, that withdrawal should have been rejected I always used the same card, my email, telephone number was verified, send my background, everything requested if there was a problem with my account should have been notified or blocked much earlier.

Buenos días, envíe los antecedente al correo de Petronela por la verificación de cuenta ,solicitado para mí retiro de $ 800.000 y que fue rechazado por parte de mr bet, mi cuenta fue creada a fines de Octubre, jugué solamente tragamonedas, y obtuve un primer retiro que si lo realizaron , y creo que sí mi cuenta tenia problemas, ese retiro me lo deberían haber rechazado siempre hice uso de la misma tarjeta, estaba verificado mi correo ,teléfono,envíe mis antecedentes,todo lo solicitado si había algún problema con mi cuenta deberían haberme notificado o bloquearla mucho antes.

They request identification, selfie, bank card and place of residence is sufficient proof to identify the player and I complied with everything and if there is an error in the record they should notify the player of any error that one may commit, they use it in their favor.

Ellos solicitan identificación , selfie ,,tarjeta bancaria y lugar de residencia es prueba suficiente para identificar el jugador y yo cumplí con todo y si hay algún error en el registro ellos deberían notificar al jugador cualquier error que uno pueda cometer lo usan a su favor.

Thank you very much, Mane, for providing all the necessary information. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi Mane,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Mr Bet Casino to the conversation to participate in the resolution of this complaint.

Thank you for your help, what is annoying is that they should have rejected any deposit transaction if the account had problems or errors, it is an abuse because as a customer one trusted them and this block should have been done much earlier to not deposit money, in the end one loses everything and for the same reason if they act in good faith they should have notified and I think that an identification card, selfie and correct bank details is more than enough to know that they are dealing with the owner of the account, in the end they are considering that the account is false and it is not, I want all my money back.

Gracias,por su ayuda, lo que molesta es que ellos deberían haber rechazado cualquier transacción de depósito si la cuenta tenia problemas o error , es un abuso porque como cliente uno confíaba en ellos y este bloqueo deberían haberlo hecho mucho antes para no ingresar dinero,al final uno pierde todo y por lo mismo si actuarán de buena fe deberían haber notificado y creo que una tarjeta de identificación , selfie y datos bancarios correctos es más que suficiente para saber que están tratando con el dueño de la cuenta ,al final ellos están considerando que la cuenta es falsa y no es asi,quiero que me devuelvan todo mi dinero .

Dear Peter, 

The User’s account was blocked and winnings were voided due to a violation of T&C 3.1.3.

"3.1.3. You must enter all mandatory information requested into your registration form, in particular, your identity, your address, and contact details, including a valid e-mail address, your place of residence, phone number, date of birth."

We asked our appropriate department to give more information regarding this case and will provide the answer in a timely manner.

Best regards,

Mr.Bet casino team 

Thank you Mr Bet for answering, I have read so many complaints regarding my 3.1.3 cause and there are casinos that have solved the problem for customers who claim that they use this cause for not paying, I entered my data in the registry and if you have any The error was unconscious and not for acting in bad faith, you have all my information to credit my account and that I am the owner through the most reliable payment methods and moreover they return me with an email that my account is verified .

Gracias Mr bet por contestar, he leído tantas quejas con respecto a mi causal 3.1.3 y hay casinos que han solucionado el problema a los clientes que reclaman que usan está causal para no pagar, yo ingresé mis datos en el registro y si tiene algún error fue inconsciente y no por actuar de mala fe, ustedes tienen toda mi información para acreditar mi cuenta y que soy la dueña a traves de los métodos de pago que es lo más fiable y más encima me devuelven con un correo que está mi cuenta verificada.

Thank you Mr.Bet casino team for your reply, we are looking forward to more detailed information.

Hello Peter,

A detailed description of the case was sent to you by email.

We are waiting for your further assistance.

Best regards,

Mr.Bet Casino team

Mr. Bet, you will find me a bit insistent regarding my situation and for something you ask Casino Guru for additional help, in my case there is a 50% guilt both by me and by them, they as a business should verify from the first transaction and not enforce their terms and conditions just to make withdrawals, they say that at first it is a superficial verification with their clients, if they are of perfect reputation it should be from the moment a client enters and if they have an error block it immediately, do not let me enter more money, because in the end it is taken as a scam and they keep our money since people play confident that they will receive their money and their winnings and they find these obstacles that only play in their favor, our money is real from beginning to end and it is not fantasy and we do not even have the right to rectify, if I had debts with them, even if I had made a mistake in writing their name they would charge me the same, what is worth is the number ro of the identification card, I only want them to be fair and if I put my username in my registry and do not put my real name but my last name is real, you want to protect your privacy and those details make you lose everything how there are also people Unscrupulous, but it is not my case, today's technology helps to verify who is really the owner of the account and before any public or private procedure it can be rectified, in an invoice of any kind even though my name is wrong and it has happened to me, I have to pay the same and the casino is so lapidary, well that is their business, solve their shortcomings. It is done.

Mr.Bet ,me encontrará un poco insistente con respecto a mi situación y por algo pide a Casino Guru ayuda adicional,en mi caso hay un 50 % de culpabilidad tanto por mi persona como por ellos , ellos como negocio deberían verificar desde la primera transacción y no hacer valer sus términos y condiciones solo para hacer retiros ,dicen que al principio es una verificacion superficial con sus clientes ,si son de reputacion perfecta debería ser desde que ingresa un cliente y si tiene un error bloquearlo inmediatamente , no dejar que ingresé más dinero ,porque al final se toma como una estafa y se quedan con nuestro dinero ya que la gente juega confiada que va a recibir su dinero y sus ganancias y se encuentran con estás trabas que solo juegan a favor de ellos,nuestro dinero es real de principio a fin y no es de fantasía y ni siquiera tenemos derecho a rectificar , si yo tuviera deudas con ellos ,aunque hubiera cometido un error en escribir su nombre me cobrarian igual, lo que vale es el número de la tarjeta de identificacion,solo busco que sean justo y si coloque mi nombre de usuario en mi registro y no coloque mi nombre real pero mi apellido es real,uno desea resguardar su privacidad y de esos detalles hacen perder todo cómo también hay gente inescrupulosa , pero no es mi caso , la tecnología de hoy acompaña a verificar quien es realmente el dueño de la cuenta y ante cualquier trámite público o privado se puede rectificar ,en una factura de cualquier tipo aunque mi nombre este errado y me ha pasado, tengo que pagar igual y el casino es tan lapidario , bueno ese es su negocio,solucionen sus falencias . Hecho está.

Hi Mane,

I looked at the evidence provided by the casino. I'm afraid there is nothing we can do. You used a false name for the registration and casinos have very strict rules when it comes to player verification. I can only recommend you always register in your real name and with your own personal bank account and always double-check all the information you fill in the registration form.

Dear MrBet Casino,

Will Mane's deposit be refunded since she wasn't able to win?

Thanks Peter, I know I was wrong but they also made a mistake in depositing me a withdrawal of 400,000 and continuing to accept my deposits in an account with error, I had an achievement since I deposited more than $ 400,000 in deposits

Gracias Peter, yo sé que me equivoque pero ellos también se equivocaron en depositarme un retiro de 400.000 y seguir aceptando mis depósitos en una cuenta con error ,tuve un logro ya que deposite más de $400.000 en depositos

mydepositos is the amount of earnings 800,000

misdepositos es la cantidad de las ganas 800.000

Dear Peter,

There is no possibility for refund as services were provided according to our Terms and Conditions and the user agreed with our rules by the registration. The user played with his funds. The winnings can not be considered legal because of a violation of our Terms and Conditions. 

Best regards,

Mr.Bet Casino team

Thank you Mr Bet Casino for your reply, I understand your decision.

Dear Mane,

As stated above, I'm afraid we can't help you with this case. I can only recommend always using your real and correct name as well as other personal details when opening a new casino account and making deposits. Your complaint will be rejected. If you disagree with our decision, please turn to the Curacao Gaming Authority (certria@gaminglicences.com). Thank you for using the Casino Guru complaint resolution center. I wish I could help you more.

Best regards,

Peter