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

Hello, my account has been blocked for a violation of the regulations of mr casino. My winnings are 3,000zk, I have not received it, I want to be proven that the regulations were violated because I only had one account at this casino and I ask for this problem to be resolved and my winnings returned. Seriously, K. Róża

Witam moje konto zostało zablokowane o stwierdzono naruszenie regulaminu mr casino .Moja wygrana to 3.000zk nie otrzymałam jej,chce aby udowodniono mi że regulamin został naruszony bo ja miałam tylko jedno konto na tym kasynie i proszę o rozwiązanie tego problemu i zwrócenie mojej wygranej.Z poważniem K. Róża

Dear rozakowalewska58,

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. 

Have you made any successful withdrawals before? 

Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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,

Dominika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Here are screenshots of the conversation

Tutaj są skriny z rozmowy

Hello, is there anything you know about my case? If you won't take care of it, I'm reporting it to my attorney. I won't tolerate fraud.

Witam czy coś.wiadomo w mojej sprawie,skoro wy się tym nie zajmiecie to ja zgłaszam to do mojego adwokata.Nie będę tolerowala oszustwa

Dear rozakowalewska58, is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Did you use a VPN?

Hello, there is no way for someone from the household to open an account. I live alone with my son, I explain that the winnings were removed and the account was blocked, I did not open a second account, you can check that, there are a lot of complaints about this casino, I only ask for my winnings to be paid out. If you will not help me, my lawyer will take care of it.

Witam nie ma takiej możliwości aby ktoś z domowników zakładał konto..Mieszkam sama z synem tłumaczę,że wygrana została usunięta A konto zablokowane,nie zakładałam drugiego konta przecież to można sprawdzić,bardzo dużo jest skarg na to kasyno ja proszę tylko o wypłacenia mojej wygranej.Skoro wy mi nie pomożecie to mój adwokat się tym zajmie

It's been a week already and I don't have a specific answer. What next with my winnings?

Minął już tydzień A ja nie mam konkretnej odpowiedzi co dalej z moja wygrana?

Thank you very much, rozakowalewska58, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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 rozakowalewska58,

I am so sorry to hear your account got blocked. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Mr Bet Casino representative to join this conversation and participate in resolving this complaint.

Dear Mr Bet Casino,

Could you state why the player's account got blocked?

Thank you in advance for providing the information.

Dear Stefan,

Thank you for waiting. We have sent you an email with the evidence and would appreciate your checking it out in advance. 

Dear Mr.Bet Casino,

Thank you for your response and the information provided.

I have responded to your email. Please, let me know once you reply to my email.

I'll be awaiting your reply.

Dear Stefan,

We have also replied to your email and thank you in advance for viewing it.

Dear Mr.Bet Casino,

Thank you for your response.

I have responded to your email. Please, let me know once you reply to my email.

I'll be awaiting your reply.

Why are you writing an e-mail when the case concerns me? I have been waiting too long, today I will contact my lawyer and report the fraud.

Dlaczego piszecie sobie e mail skoro sprawa dotyczy mnie?Za długo już czekam w dniu dzisiejszym kontaktuje się z moim adwokatem i zgłaszam oszustwo

Hello rozakowalewska58,

I understand this must be frustrating for you but some information needs to be exchanged via email communication. Thank you for your understanding.

Could you clarify whether you have used the third-party payment to fund your casino account?

I'll be awaiting your reply.

No, I did not use third parties, the top-up was via Payaefcard, I have an account, or from my account with Blik. I do not remember exactly because it was a long time ago. I have been waiting so long that it is really frustrating and abnormal for me... A person wins money And then he is accused of having a second account, it did not happen at all. Something like that happened. I am waiting for a specific resolution of the matter. Because it really takes too long. And I did not play in a casino and withdraw money there to not have my winnings paid out now.

Nie nie używałam osób trzecich doładowanie było przez kartę Payaefcard mam konto,lub z mojego konta blikiem.Nie pamiętam dokładnie bo było to już dawno.Czekam już tyle,że jest to dla mnie naprawdę frustrujace oraz nienormalne...Człowiek wygrywa pieniądze A potem ma zarzucane że jakieś posiada drugie konto,nie miało.wogole miejsca takie coś.Czekam na konkretne załatwienie sprawy.Bo naprawdę za długo to trwa.A nie po to gralalam w kasyno i wypłacalam tam.pieniadze żeby teraz nie mniec wypłaconej mojej wygranej.

Hello rozakowalewska58,

I have received evidence indicating that several accounts, including yours, were funded using the same Paysafecard account. Unfortunately, this violates the Casino's Anti-Money Laundering (AML) policies, and as a result, the casino is unable to process your winnings. Regrettably, we are unable to assist you further with this matter.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.