Mr Bet Casino - El jugador tiene dificultades para retirar sus ganancias debido a problemas de verificación de cuenta.

On November 2nd, I made a deposit of €35 at this Casino and won €395.

The deposit was made via MBWAY. Although I am a verified customer, on November 4th, they requested proof of the deposit. I accessed my MBWAY and requested proof of the purchase, which was sent to my email, and I forwarded it to the Casino. However, they insisted that it must include my name and asked for a bank statement. I provided my bank statement showing the €35 withdrawal. The primary account holder's name is my husband, and it was rejected again. I went to the bank where I received a document, signed and stamped, indicating account ownership by both my husband and me. It was denied once more because they wanted my name to appear on the MBWAY statement, despite all proof having been sent. They simply do not want to pay—THIS IS NOT A RELIABLE CASINO; DON'T PLAY THERE!

No dia 2 de novembro fiz um depósito de 35€ neste Casino. Onde ganhei 395€.

o depósito foi feito por mbway. Embora sendo cliente verificada no dia 4 pediram comprovativo de depósito, entrei no meu MBWAY e pedi comprovativo da compra onde foi me enviado para o meu email, e enviei ao Casino. Entretanto eles dizem que tem de ter o meu nome e querem extrato bancário. Eu enviei o meu extrato bancário com o retirada dos 35€. O nome do 1 titular é o do meu marido, foi novamente rejeitado, desloquei me a entidade bancária onde tenho um documento assinado e carimbado pelo banco onde consta os titulares da conta Eu e o meu marido. Novamente negado porque querem que no MBWAY conte o meu nome onde já foi enviada todas as provas. Eles não querem é pagar NÃO É UM CASINO SÉRIO NÃO JOGUEM LÁ

Dear Trevo2024,

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 clarify your situation.

Have you tried requesting your bank to send you the bank statement with your name visible instead of your husband's name? Alternatively, have you tried requesting the bank to issue you a stamped confirmation on a single piece of paper that would show that both you and your husband are the owners of the bank account?

Have you used any payment method for depositing into this casino that belongs only to your husband?

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

The payment method I used on MBWAY was my credit card only

O método de pagamento que usei no MBWAY foi único do meu cartão de crédito

I have already sent a bank statement for the €35 payment I have already sent the account holders stamped by the bank I have already sent a photo of my bank card with my name on it, where the transaction was made via the MBWAY application I have also sent proof of mbway

Eu já enviei extrato bancário do pagamento de 35€ já enviei os titulares da conta carimbado pelo banco já enviei Foto do meu cartão bancário com o meu nome, onde a transação foi feita pela aplicação MBWAY já enviei também o comprovativo de mbway

Today I sent documents with my name and that of my husband, with account number, I also sent a print of my MBWAY account and my bank card to which I made the payment! Do not accept this Casino it is a fraud do not spend money on mr bet they do not want to pay and they roll up

Enviei hoje documentos com o meu nome e o do meu marido, com número de conta, enviei também print da minha conta MBWAY e do meu cartão bancário a qual efetuei o pagamento! Não aceitam este Casino é uma fraude não gastem dinheiro no mr bet não querem pagar e enrolam

Thank you for keeping me updated. Could you please specify if your husband also plays in this casino?

No, my husband doesn't play in any casino, he doesn't like it!

Não o meu marido não joga em nenhum Casino, ele não gosta!

Thank you very much, Trevo2024, 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.

Can I contact you by email?

Entro em contato com esse email?

Hello Trevo2024,

I'm Michal, and I have taken over your complaint. I have reviewed your case including the evidence you have provided us and I will contact the casino to see if I can help. I do have some additional questions. If the account from which the deposit of €35 was made is a joined account, why is only your husband's name shown on the bank statement? Typically, bank statements reflect the names of all account holders. When were you registered as a co-owner of the joint account? Additionally, can you please confirm who is the owner of the MBWAY account? If you have any further documentation to support your claims, I would appreciate you sharing it with me at michal.k@casino.guru

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

Dear Mr Bet Casino,  

I understand that it is customary within the industry for players to make deposits exclusively from accounts or payment methods that are registered in their own name, such as bank accounts or VISA/MasterCard cards, as well as payment systems like Skrill and NETELLER, etc. However, the player has presented documentation regarding a joint Banco Montepio account, which I believe could be considered valid. If there are additional reasons influencing your decision, I would appreciate it if you could share them with me at michal.k@casino.guru

Dear Stefan,

From the beginning the user herself said, that she sent a bank statement where the 1st owner is her husband and the 2nd owner is the user. The user also said that the proof of using mbway in Portugal is the mobile phone number and email address, MBWAY does not include the name. 

If a user uses a joint account on our site, it is necessary to officially confirm that the user is a rightful owner of a bank account, as well as a partner. We have previously requested a document from the user that will confirm that both people are the owners of the bank account. 

Since then, the user has not uploaded a document confirming that the bank account is a joint account. The uploaded documents often do not have a name on them, or they are scans of documents, and it is important for us to see the original. 

If the user has an original document confirming that the bank account is a joint account, it is important for him to upload a photo of this document or the original in pdf format, not a scan and send it to us at support@mr.bet

Dear Trevo2024,

we are truly sorry that the verification process was delayed and you had a negative experience. 

We kindly ask you to send us by email a document from the bank confirming that the bank account is a joint account. The document must not be a scan and the use of graphic editors is forbidden. Send us either a photo of this document in full size or the original document in pdf to our e-mail address support@mr.bet

I've already sent the original document with the account number and the two holders! I hope they resolve the situation

Já enviei o documento original com número de conta e os dois titulares! Espero que resolvam a situação

I've already sent the original documents with my name and my husband's name and the account number, I've sent the credit card with my name on it from which the money was withdrawn via the MBWAY application, I've sent the printout of the bank's transactions page showing the payment to the Casino of 35€. So far they deny everything. This casino is a fraud, it doesn't want to pay out the winnings, it's no good.

Eu já enviei documentos originais onde conta com o meu nome o do meu marido o número da conta , enviei o cartão de crédito onde consta o meu nome de onde foi retirado o dinheiro pela aplicação MBWAY, enviei o print da página dos movimentos do banco onde conta o pagamento ao Casino de 35€. A até agora negam tudo. Este Casino é uma fraude não quer pagar os prémios não presta mesmo

Dear Trevo2024, 

Please provide a more detailed bank statement in the original format, clearly indicating who is the first owner and who is the second owner, as well as the details of the bank account.

Also, as previously mentioned, please upload the original pdf of the transaction statement to us, as previously you only provided screenshots or scans. We can only accept the original document. Screenshots and scans will not be accepted, and the use of graphic editors is not allowed. 

Unfortunately, the documents you uploaded earlier did not meet the requirements. You can receive your winnings as soon as you provide the documents that meet the requirements. 

I've already sent a bank statement from the bank's app page where my husband's name appears and my name is in the top left corner, you say above that I have to present the original with the two names that presented the amount, now you're already finding the statement doubtful???? You're thieves, you don't want to pay. I've already sent dozens of documents! You just don't want to pay

Eu já enviei extrato bancário da página da app do banco onde conta o nome do meu marido e no canto superior esquerdo consta o meu nome, vocês dizem em cima que tenho de apresentar o original com os dois nomes que apresentando pagavam o valor, agora já estão a achar duvidoso o extrato???? Vocês são ladroes não querem pagar. Já enviei dezenas de documentos! Vocês não querem é pagar

Thank you for your responses, Mr Bet Casino.

Dear Trevo2024,

Thank you for your efforts in providing evidence to the casino team. However, I must firmly align with the casino team’s position that the documents submitted thus far cannot be deemed valid. It is a standard industry requirement that all documents must be submitted in their original, unaltered format. To move forward with your case, I kindly ask that you submit the requested documents in the specified format as outlined by the casino team.

I've already sent everything original, a printout of the app, just the statement for the day with the 35€ withdrawal, all correct! There's the name of the account holder! And mine in the top left corner, I am the account holder, I have a bank card where I have already sent it to the Casino, where my name appears where the 35 € was paid I don't understand so much, the 35 € came out of my credit card through the mbway app the card is mine no one else. Yes, they're making a great movie and making life difficult

Já enviei tudo original, print da app só extrato do dia com a saída dos 35€ hora correta tudo! Onde tem o nome do titular! E o meu no canto superior esquerdo, eu sou titular da conta, tenho cartão bancário onde já enviei para o Casino, onde consta o meu nome onde foi pago os 35€ não entendo tanta questão, os 35€ saíram do meu cartão de crédito pela app do mbway o cartão é meu de mais ninguém. Sim estão a fazer grande filme e dificultam a vida

Dear Michal,

we gave a full answer in this thread 4 days ago. A colleague from our support team contacted the user by email and in the account regarding the requirements of the requested document, we also informed in this thread what document was requested, namely: 

• a more detailed bank statement in the original format, clearly indicating who is the first owner and who is the second owner, as well as the details of the bank account. It should preferably be a pdf document without the use of graphic editors, not a scan or screenshot. 
• The original pdf of the statement with a deposit for 02.11.2024 in the amount of 35 eur to our website. 

The user again uploaded documents that were previously rejected, namely screenshots from bank statements, not originals. The user also unfortunately did not send us a document showing who is the first owner of the bank account and who is the second owner with details of the bank account. 

Our colleague from the support team has again today informed a user about the requirements to the requested documents. It is important for the user to upload them to the verification window. We are always happy to cooperate and make sure that the user successfully passes the verification. 

Thank you for the update, Mr Bet Casino.

Dear Trevo2024,  

I understand that this situation can be frustrating. To proceed with your case, I kindly request that you submit the necessary documents in the format specified by the Mr Bet Casino team. Unfortunately, the documents you've provided so far have not been accepted, so resending them will not be beneficial. Thank you for your understanding.

Dear Trevo2024,

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.

I've already sent all the documents, the bank statement is only in the name of the 1 holder, I've shown proof of the bank account in both our names, I have a bank card in my name, I've sent a printout of the application where the deposit is in my husband's name and in the top left corner my name. I don't understand why if they don't accept it, I'll say it again, they don't want to pay.

Eu já enviei todos os documentos, o extrato bancário só sai em nome do 1 titular mostrei provas da conta bancária em nome dos dois, tenho cartão bancário em meu nome, envia print da aplicação onde conta a depósito que está em nome do meu marido e no canto superior esquerdo o meu nome. Não entendo o porque se não aceitarem, digo e torno a dizer eles não querem pagar

Dear Trevo2024,

While I understand that different banks may present account statements in various formats, so far I have not come across a bank where the joint account does not explicitly list both account holders.

As you have been informed on several occasions, the documents submitted thus far do not meet the necessary criteria for acceptance by the casino team. Your name is not clearly identified as the second owner of the Banco Montepio account. Additionally, the other documents you provided were not in their original format.

The document must NOT be scanned, and the use of graphic editors is forbidden. We kindly ask you to send either an original photo of this document in full size or the original document in PDF to the casino e-mail address support@mr.bet

It is important to recognize that the responsibility for supplying the necessary documents in the specified format lies with the player. If you do not possess the documents in their original form, kindly reach out to your bank once more to obtain them, and ensure that they are forwarded to the casino team in their original format.

Dear Trevo2024,

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.

The bank statement is only in the name of the 1 holder where I will send it to the casino, at my bank the statement that comes home is only in my husband's name. I've already sent original documents showing my name as the 2nd holder

O extrato bancário só está em nome do 1 titular onde irei mandar para o casino, no meu banco o extrato que vem para casa só está em nome do meu marido. Já enviei documentos originais onde está o meu nome como 2 titular

Dear Trevo2024,

It appears that my previous response may not have received your full attention. 

We would like to remind you that the documents you have submitted so far do not fulfill the required criteria for acceptance by the casino team. Specifically, your name is not clearly indicated as the second owner of the Banco Montepio account. Furthermore, the other documents provided were not in their original format.

Please note that the document must not be scanned, and the use of graphic editing tools is prohibited. We kindly request that you send either an original photograph of this document in full size or the original document in PDF format to the casino email address support@mr.bet as well as my email address michal.k@casino.guru

It is essential to understand that the responsibility for providing the necessary documents in the specified format rests with the player. If you do not have the documents in their original form, we encourage you to contact your bank again to obtain them and ensure they are sent to the casino team in their original format.

It is important to recognize that we are unable to proceed with your case without these documents in the required format.

The documents are in original format, I went to the bank to get them, but I'm currently at the bank to resolve the situation since the amount of €395 has increased to €1,500.

Os documentos estão sim em formato original, eu fui busca-los ao banco, mas neste momento estou na instituição bancária para resolver a situação visto que o valor de 395€ passou para 1500€

Today I sent a photo of the account booklet with my husband's name, my name, the account's NIB, the account number and the account's bic, I also sent the original statement of payment for the €35 deposit and Casino isn't accepting it, explain to me if they're making it complicated for you not to pay.

Enviei hoje a Foto da caderneta da conta onde consta o nome do meu marido o meu nome o NIB da conta o número de conta e o bic da conta, enviei também o extrato original do pagamento dos 35€ do depósito e o Casino não está a aceitar, expliquem me se eles estão a complicar para não pagarem

Dear Trevo2024,

Unfortunately you have not uploaded a document that meets all the requirements again.  You have only uploaded a previously rejected screenshot of the statement and a cropped document. Please note that we only accept original documents or bank statements in pdf format, not scans or screenshots. Also, the document must be visible in full, without cropped corners. 

We are still waiting for a detailed account statement in the original format, which clearly indicates who is the first owner, who is the second owner, the details of this account and the original pdf of the transaction to us.

I have sent a photo of my passbook where the 35€ payment has been withdrawn. I have also sent a photo of the account where my husband's name and my name appear. You are lying, please ask whoever is in charge of the case to send me the documents I sent to the Casino. You are doing it to avoid paying the prize

Eu enviei uma foto da minha caderneta onde tem lá a saída de 35€ do pagamento enviei também uma Foto da conta onde consta o nome do meu marido e o meu nome. Vocês estão a mentir peço por favor a quem esteja a tomar conta do caso para eu enviar os documentos que enviei para o Casino. Vocês estão a fazer para não pagar o prémio

Dear Trevo2024,

Could you please confirm whether you have submitted new documents to the casino team in the required format, or if you are repeatedly sending the same documents that were previously rejected? I would appreciate it if you could forward the most recent documents you have sent to the casino team to my email at michal.k@casino.guru for evaluation.

Dear Trevo2024,

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.

I'll send the documents to your email

Vou enviar os documentos para o seu email

Dear Trevo2024,  

Thank you for your email and the documents you provided. I will keep the conversation going with the Mr. Bet Casino team and try to reach a satisfactory resolution.

Dear Mr. Bet Casino team,

I have reached out to you via email and am awaiting your response.

Has the casino responded yet?

I don't understand, they really don't want to pay the prize.

O casino já respondeu?

Nao entendo, não querem mesmo pagar o prémio.

Dear Michal,

We have sent you an email and would appreciate your review. 

I have the bank book from my bank showing the withdrawal of the €35.

I also have the transaction where it even shows the time and reference of the transaction! I have a printout of my mbway account showing my bank card and my name.

You just don't want to pay.

Eu tenho a caderneta bancária do meu banco onde mostra a retirada dos 35€.

tenho também o movimento onde inclusive mostra a hora e a referência da transação! Tenho um print da minha conta mbway onde consta o meu cartão bancário e o meu nome.

Vocês não querem pagar simplesmente.

Dear Trevo2024,

Thank you for all the information and evidence you have provided so far. However, the crucial information, since when are you the co-owner of the account, is still missing. It is not stated in any of the documents you have provided.

Please reach out to your bank to confirm the date when you became a co-owner of the joint account with your husband. Once you have that document, please send it to both the casino team and me. Additionally, ensure that the picture of the document is clear and fully visible, without any cropped corners, and in its original format without any edits. I truly hope this will assist in resolving the issue and allow the KYC process to be finally completed successfully.

I'll have to go to my bank to get this paper, as the application doesn't have this information. But I've been a montepio customer since 1999.

Terei de me deslocar a minha instituição bancária para ter esse papel, visto que na aplicação não tem esses dados. Mas sou cliente montepio desde 1999.

Dear Trevo2024,

While I recognize that this may pose some inconvenience, it is a standard industry practice that requires players to verify ownership of the payment method utilized for deposits or withdrawals. If you had used a payment method registered solely in your name, this situation could have been circumvented. I am hopeful that this will be the final document required, allowing the casino team successfully complete the KYC process.

Once you have that document, please send it to both the casino team and me. Thank you in advance.

Dear Trevo2024,

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.

The declaration has already been requested from the bank, where they are going to charge €50. I think this is unacceptable, since even the bank wanted to know what the declaration was for. This is unheard of. The casino doesn't want to pay

Já foi pedida a declaração ao banco, onde eles vão levar um custo de 50€ acho isso inadmissível, visto que até o banco quis saber para que efeitos era a declaração. Isto nunca visto. O Casino não quer pagar

Dear Trevo2024,  

I understand that this situation may be frustrating for you, and I truly empathize with any inconvenience it may cause. However, it's important to note that verifying ownership of the payment method used for deposits or withdrawals is a common practice in the industry. Every player must adequately prove that they are the legitimate owner or account holder of the payment method as part of the Anti Money Laundering (AML) regulations. If the payment method had been registered solely in your name, we could have avoided this issue altogether. I'm afraid without this confirmation we cannot move with your case.

Once you have that document, please send it to both the casino team and me. Thank you in advance.

I have 2 bank accounts and they're both in my name and my husband's, which is common for married couples in Portugal.

And I have more than proved that the account belongs to me too, or would I have an ATM card in my name without it being part of the account? The bank has sent me at least 2 legal documents proving that what I'm saying is true, the paper has already been requested and it could take 1 to 2 weeks as soon as I send it. Thank you

Eu tenho 2 contas bancárias e estão ambas em meu nome e do meu marido, uma coisa comum de quem é casado em Portugal.

E já fiz mais que provas que a conta também me pertence, ou ia ter um cartão multibanco em meu nome sem fazer parte da conta? O banco enviou pelo menos 2 documentos legais como provam a veracidade de que eu digo, o papel já foi pedido pode demorar 1 a 2 semanas mal o tenho envio. Obrigada

Dear Trevo2024,  

I completely understand the frustration this situation may have caused you. Joint bank accounts are indeed a common practice in many countries, but as I’ve mentioned previously, it’s essential for every player to demonstrate that they are the rightful owner of the payment method in accordance with Anti Money Laundering (AML) regulations. If the payment method had been registered only in your name, we could have circumvented this issue entirely. I remain optimistic that once you provide the necessary proof to the casino team, the verification process and subsequent withdrawal will be handled promptly.

But the method is registered only in my name, my mbway only mine, with my cell phone number I have already sent a print of my MBWAY page, and it was paid with my bank card where I have already sent it, in Casino snatch. They asked me to confirm the payment by mbway and asked me which card I sent it from, which I sent to you and it was accepted. The mr is making it difficult and in what way?

Mas o método está registado apenas no meu nome, o meu mbway apenas meu, com o meu número de telemóvel já enviei print da minha pagina de MBWAY, e foi pago com o meu cartão bancário onde já o enviei tb, no Casino snatch. Pediram para confirmar o pagamento por mbway pediram de que cartão foi enviei o qual foi como já enviei para vocês e foi aceite. O mr está a dificultar e de que maneira

Because I don't understand why it matters to the casino that I've had an open account since 1998. In fact, the bank man told me that this data can't even be passed on like this.

Porque não entendo para que importa ao Casino eu ter conta aberta desde 1998 pelos visto. Aliás esses dados nem podem ser assim passados disse me o senhor do banco

Because if I paid with a bank card in my name, that's because I have an open account, right?

Porque se eu paguei com o cartão bancário em meu nome é porque tenho conta aberta certo?

Dear Trevo2024,

I once again completely understand the frustration this situation may have caused you. Just so you know, I'm not excusing the casino team's decision to engage in a thorough check, but if the casino team considers certain circumstances as suspicious, they can engage in a thorough investigation that includes a source of funds check as well. I repeat once again that although joint bank accounts are common in a lot of countries, we have encountered instances where one of the partners was spending money on various online casinos without the consent of the other, the actual account holder. As your name was not clearly mentioned as an account holder in the bank statement you previously provided, the casino naturally requested an official document from your bank to confirm the date when you became a co-owner of the joint account with your husband. In general, it is expected that players use payment methods held solely in their own names. Just so you know, you are certainly not the first person to come across this kind of issue in regards to a joint bank account; we have been dealing with quite a few similar complaints in various casinos. If all the payment methods you used had been registered only in your name, we could have circumvented this issue entirely. I understand that the casino's request might seem unnecessary, but the source of funds verification process which is a part of the AML check is in place to comply with legal and regulatory obligations related to anti-money laundering, terrorist financing, underage gambling, and other instances that are defined by certain laws or regulations. It also ensures a safe, fair, and legal gambling environment. This process requires verification of both the source of the funds used and the player's wealth through additional documentation. A source of funds check confirms that the money legally belongs to you and that you can afford to lose it. To do this, you need to demonstrate where the money came from. It cannot come from someone else - a 3rd party (unless a clear gift), a loan, credit, a business, or any illegal source.

I hope this clarification helps you better understand the casino's requirements.

Although a lot of casinos do implement identity checks even before players can deposit money, it is an industry standard that a Know Your Customer (KYC) and Anti Money Laundering (AML) check is triggered only when the player submits a withdrawal request, and it is only at, or during this time that any discrepancies are noticed.

I once again repeat that I'm not defending the casino, and I do understand your frustration with the whole situation, but the casino is entitled to request any documents in order to complete these checks.

For more information, please check the casino terms and conditions:

3.3.3. The payment manager may conduct additional verification procedures for any cumulative withdrawals exceeding 2,000 EUR (or the equivalent in Your currency), and further reserves the right to conduct such procedures for lower payouts. Documents for verification, including but not limited to those specified in Section 3.2.4 and any other documents deemed necessary for Our checks, must be provided in good quality and within 14 days of Our request:

- the list of documents specified in Section 3.2.4;

- any other documents that we consider necessary in order to complete our checks;

If You do not provide us with the requested information, or if the information provided is not satisfactory, We reserve the right to lock or restrict Your Member Account. This restriction will remain in place until You have furnished Us with the necessary information. In the event that We do not receive the required information, or if We are unable to verify your identity, We reserve the right to terminate these Terms, close Your Member Account, and return any Deposit funds present in Your account at the time the lock or restriction was applied. This also includes any funds deposited after the lock was instituted, subject to these Terms. However, We may be required to delay or withhold the payment to You of all or a portion of Your Deposit funds to comply with our legal and regulatory obligations, including but not limited to anti-money laundering and fraud prevention measures.

I remain optimistic that once you provide the necessary proof to the casino team, the verification process and subsequent withdrawal will be handled promptly.

Dear Trevo2024,

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.

Thank you, I'm waiting for the bank to send me the requested document.

Obrigada eu espera que o banco me envie o documento pedido

Dear Trevo2024,

Sure, I understand. I hope the bank will provide it to you soon.

Dear Trevo2024,

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.

Thanks, I'm still waiting for the document! I'll send it as soon as I get it

Obrigada, ainda estou a espera do documento! Mal tenha envio

Dear Trevo2024,

I sincerely hope the bank will send you the document shortly, allowing us to progress with your case.

Dear Trevo2024,

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.

thank you I have to go to the institution to pick up the paper, but as I'm working, I'll send it soon

obrigada tenho de me deslocar a instituição para levantar o papel, mas como estou a trabalhar, brevemente já envio

Dear Trevo2024,

I understand. Kindly ensure that my email, michal.k@casino.guru, is included in the "Cc" when you forward the document to the casino team. I am hopeful that we will soon progress in a positive direction with your case.

Dear Trevo2024,

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.

Yes, thank you, it'll be sorted out this week, I'll send you the requested paper, thank you very much

Sim eu agradeço, esta semana já fica resolvido, já envio o papel pedido, muito obrigada

Dear Trevo2024,

I'm looking forward to your email with the required document attached.

Dear Trevo2024,

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.

I'll send it right away, I'm at the bank, please wait for the email that will be sent right away.

Vou mandar agora mesmo, estou no banco aguarde por favor pelo email que será já enviado

I've already sent the requested document, I really hope they resolve the situation, since I deposited 35€ with my montepio bank card through my MBWAY account where I had to prove to the world that I am the co-owner of the account, where I also had to ask my bank for a statement of proof that I was part of the account!

I hope I'll now be able to collect the prize I'm entitled to

Já enviei o documento pedido, espero mesmo que me resolvam a situação, visto que depositei 35€ com o meu cartão bancaria do montepio pela minha conta do MBWAY onde tive de provar por mundos e fundos que sou co titular da conta, onde tive de pedir também a declaração de prova ao meu banco de como fazia parte da conta!

Espero que agora consiga levantar o meu prémio que tenho direito

I would be grateful if you could give me an answer, since I have had expenses, where can I send proof that the bank has given me this draft, it is unacceptable that the mr. bet casino is unreliable and is doing everything it can not to pay out the prize money. I don't think it's fair as a gambler to think I was playing in a safe casino. It's been 24 hours since I sent the requested document, after having already sent dozens of them and being told that they would only pay me if they sent a document with the date of my account opening, THEY ARE NOT RELIABLE AND A CORRUPT CASINO.

Agradecia que me dessem uma resposta, visto que tive despesas onde posso envia o comprovativo para o banco ter me passado essa minuta, é inadmissível o casino mr. bet não é confiável e está a fazer por tudo para não pagar o dinheiro do prémio. Não acho justo como jogadora e pensar que estava a jogar num casino seguro. Já faz 24h que enviei o documento pedido, depois de já ter enviado dezenas deles e me dizerem que só me pagavam de enviassem um documento onde consta a data da minha abertura de conta, ELES NÃO SÃO DE CONFIANÇA E UM CASINO CORRUPTO.

Dear Trevo2024,

Thank you for sending the document via email. I am currently waiting for the casino team's response. I trust this has provided clarity on the matter, and I hope your winnings will be processed soon.

I'm also waiting for an answer from the Casino, it's been more than 72 hours since I sent them the paper they needed to pay me, I've already provided all the proof and I've spent some more on it.

The Casino is not being honest, it is not a serious Casino.

Eu também espero resposta do Casino, já passaram mais de 72 horas depois de ter enviado o papel que faltava para me pagarem, já apresentei todos as provas e mais algumas tive gastos com isso.

O Casino não está a ser honesto, não é um Casino sério.

I would appreciate it if you could do something please, it has already been more than proven that the account has also belonged to me since 1998, I am a joint holder, I have already sent all the proofs including the bank book where my name and the name of the 1st holder appear, I have already sent in pdf the integrated statement for the month of November where the outgoing payment of € 35 to the Casino appears, I have already sent all the documents about the account holders, my credit card in my name, which was the method used to pay €35 to the Casino, the printout of my MBWAY page with my email, my credit card and my name, I have already sent proof of withdrawal of the €35 including the time and the reference, I paid €50 plus VAT for the draft made by the bank which shows the date from which I own the account and yet Casino mr. bet does not pay me the prize. bet still won't pay me the prize, all because the integrated statement has to come with both names, which the bank doesn't do for joint accounts and I'd appreciate it if the Casino would get in touch with Banco Montepio to clear up any doubts, I'm tired I thought I'd resolve the situation here but they're all a sham.

Agradeço que façam alguma coisa por favor, já está mais que provado que a conta também me pertence desde 1998, sou cotitular, já enviei todos os comprovativos inclusive a caderneta bancária onde consta o meu nome e o do 1 titular, já enviei em pdf o extrato integrado do mês de novembro onde consta a saída de pagamento de 35€ para o Casino, já enviei todos os documentos sobre os titulares da conta o meu cartão de credito em meu nome que foi esse o método usada para o pagamento de 35€ ao Casino, o print da minha página do MBWAY onde consta o meu email o meu cartão de crédito o meu nome, já enviei comprovativo de saída dos 35€ inclusive a hora que foi e a referência, paguei 50 mais iva para a minuta feita pelo banco onde consta a data desde a qual sou proprietária da conta e mesmo assim o Casino mr. bet não me paga o premio, tudo porque o extrato integrado tem de vir com os dois nomes, coisa que o banco não o faz em contas conjuntas e agradecia que o Casino entrasse em contacto com o banco montepio para tirar as dúvidas, estou caansada pensei que aqui resolvia a situação mas são todos uma farsa.

The payment was made with my bank card in my name through the MBWAY application where I have already sent it to the Casino with my name, the card number and the associated account with the date and amount of the transaction made. I have also sent a photo of my bank card with my name on it, the same one I use in the MBWAY application.

The casino denied all the documents

I sent my complete November bank statement in pdf ALL DENIED

MR.BET CASINO IS THE BIGGEST SCAM IF THE GURU DOESN'T TAKE ACTION I WILL REPORT IT TO THE APPROPRIATE PLACES. No more making fun of me

O pagamento foi feito com o meu cartão bancário em meu nome pela aplicação do MBWAY onde já enviei para o Casino onde tem o meu nome o numero do cartão e a conta associada a data o valor a transação feita enviei foto também do meu cartão bancário com o meu nome o mesmo que uso na aplicação do MBWAY.

O Casino negou todos os documentos

enviei o extrato bancário do meu de novembro completo em pdf TUDO NEGADO

O CASINO MR.BET E A MAIOR FRAUDE SE O GURU NÃO TOMAR MEDIDAS IREI FAZER TODAS AS DENÚNCIAS NOS LOCAIS COMPETENTES. Chega de gozarem com a minha cara

This Casino is so thieving that from 1000 I had now they have gone to 35€ without me understanding in this Casino never again never waste your time

Este Casino é tão ladrao tão ladrao que de 1000 que tinha agora passaram para 35€ sem eu entender neste Casino nunca mais nunca não percam o seu tempo

I won €395 then I played some more while I was waiting now the Casino has €975 and asked me to withdraw €35 I hope the Casino will show the accounts since I had to send 1001 papers I will not withdraw anything, please classify this Casino as dishonest

Eu fiz prémio de 395€ depois joguei mais enquanto estava à espera agora o Casino ficou com 975€ e pediu para eu sacar 35€ espero que o Casino mostre as contas visto que eu tive de mandar 1001 papéis não irei retirar nada, por favor classifiquem este Casino como desonesto

In conclusion, they don't want to pay my premium, they just want to give me the deposit I made.

Conclusão não querem pagar o meu prémio querem me dar somente o deposito que eu fiz espero que o guru me ajude

This was the Casino's response:

From what I see in the system, our experts reported that according to the documents you provided and traces of your writing of these documents, the winnings were canceled due to the violation of the site's rules, namely 2.1.10 Regarding the replenishment and withdrawal of funds to and from your user account, you can only use credit cards and other financial instruments that are valid and legally belong to you.

And they will return your deposit of 35 EUR, you just need to create a withdrawal request.

This decision is final and not subject to review. For this reason, I ask you to make a withdrawal in the amount of 35 EUR.

Where I used my bank card in my name where I have a bank account.

I ask for help again to tell this corrupt Casino .

Está foi a resposta do Casino:

Pelo que vejo no sistema, nossos especialistas relataram que, de acordo com os documentos que você forneceu e vestígios de sua redação desses documentos, os ganhos foram cancelados devido à violação das regras do site, a saber, 2.1.10 Quanto à reposição e retirada de fundos de e para sua conta de usuário, você só pode usar cartões de crédito e outros instrumentos financeiros que sejam válidos e legalmente pertençam a você.

E eles devolvem seu depósito de 35 EUR, você só precisa criar uma solicitação de saque.

Esta decisão é final e não está sujeita a revisão. Por esse motivo, peço que você faça um saque no valor de 35 EUR.

Onde eu usei o meu cartão bancário em meu nome onde tenho conta bancária.

peço ajuda novamente contar este Casino corrupto .

I'm sorry, but the decision was not taken without reason, there were arguments. At the moment, the money has been canceled and your deposit is being returned to you. You can either lose it or withdraw it. And using graphic editors in a document is document forgery and for that reason the account is suspended

was the response from Casino mr. bet support

Sinto muito, mas a decisão não foi tomada sem razão, houve argumentos. No momento, o dinheiro foi cancelado e seu depósito está sendo devolvido a você. Você pode perdê-lo ou retirá-lo. E usar editores gráficos em um documento é uma falsificação de documentos e por esse motivo a conta está suspensa

foi a resposta do suporte do Casino mr. bet

This casino is a fraud, I only had the right to withdraw my deposit of 35€, they asked me to withdraw it, they still haven't paid, and they blocked my account I hope that Casino guru will take action against this casino which is a fraud.

Este Casino é uma fraude, apenas tive direito ao levantamento do meu depósito de 35€ pediram para levantar, ainda não pagaram, e bloquearam me a conta espero mas espero que o Casino guru tome medidas sobre este Casino que é uma fraude

Hello Michal,

Following an internal review, we have identified violations of sections 3.1.3 and 2.1.10 of our Terms and Conditions. As a result, we have decided to refund the last deposit of €35, void the winnings, and permanently block the user’s account.

The funniest thing is that they accuse me, they don't pay this casino is terrible! I made the deposit and got a prize of 395€, they simply didn't pay! Don't spend your money in this Casino Mr. bet it's no good

O mais engraçado é que me acusam, não pagam este Casino é terrível! Eu fiz o depósito e tirei prémio de 395€ eles pura e simplesmente não pagaram! Não gastem vosso dinheiro neste Casino Mr. bet ele não presta

They said they'd only pay my deposit of €35 and to this day that's not even in my account!

they're liars

Disseram que só pagavam o meu depósito de 35€ e até hoje nem isso está na minha conta!

sao mentirosos

Dear Trevo2024,

I have sent you an email and am awaiting your response.

I've already sent you what you asked for, thank you, I hope you get a reply soon

Já enviei o que pediu obrigada, espero que a resposta seja rápida

Dear Trevo2024,

I have engaged in extensive discussions with the casino team regarding your situation and have carefully examined all the information and documents you submitted on several occasions, but we were not able to find a consensus. On the one hand, I recognize the time and effort you’ve invested in submitting documentation, and I acknowledge that you have made every effort to provide supporting documents to prove your point; on the other hand, some of the materials provided did not meet the necessary criteria to be accepted as valid proof under the casino’s policies. Although I'm not saying that this is the case, but in light of the increasing prevalence of advanced technologies such as AI and deepfake tools, regulatory compliance—particularly regarding Know Your Customer (KYC) and Anti-Money Laundering (AML) requirements—has become more stringent. As part of their due diligence, the casino works with specialized verification services to ensure document authenticity. As you have been informed by the casino team, they returned your deposits, but as the KYC and AML process was not finished successfully, they voided the winnings. There is a valid point on both sides; sadly, we cannot provide a clear conclusion on this, and we cannot force the casino to accept the documents when these were not approved by the specialized team. While the casino team has, strictly technically speaking, acted in accordance with their rules, I understand that this may not seem fair from your perspective. Although I would like to help you, this case has moved to a state where it is beyond our competence, so I am afraid we can't help you further, as this needs to be decided by the relevant authorities.

I recommend you contact the Curaçao Gaming Control Board (GCB) and submit a complaint to them via this contact form. I would appreciate it if you let me know how they responded at michal.k@casino.guru.

I genuinely wish I could have been of more assistance. If you have any further questions or need guidance on the next steps, don’t hesitate to let me know.

Dear Trevo2024,

I have continued my communication with the casino team and have recently received additional information and evidence that provide new insights into the situation at hand.

Although I have previously asked you to share with us all the documents you have sent to the casino, it turned out you have not done so. Upon reviewing the new evidence, some of the materials presented exhibited signs of alteration or editing, which disqualifies them as valid proof according to the casino’s policies. Moreover, submitting such documents constitutes a significant breach of the Know Your Customer (KYC) and Anti-Money Laundering (AML) regulations that all licensed casinos are required to adhere to.

Due to the failure to comply with KYC and AML standards, we have no option but to close this complaint as rejected. Adherence to KYC and AML regulations is essential within the industry, and once any violation in this regard is identified, we are not able to provide any assistance; instead, we have to reject the complaint, as in this case.

Feel free 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

Casino Guru