Mr Bet Casino - Аккаунт игрока был неожиданно закрыт.

I have been playing at this casino multiple times and received cashback.

I played slots with the cashback money and won about 1 million yen.

When I tried to withdraw, I was asked to submit documents for identity verification, and I was communicating via email.

Suddenly, when I tried to log into the site, my account was blocked without any explanation.

I can't log in and I’m unable to withdraw the balance in my account on the site.

I would like you to investigate why my account was suddenly blocked.

こちらのカジノで何度か遊んでいると、キャッシュバックがもらえました。

キャッシュバックのお金でスロットで遊び100万円ほど勝利しました。

出金しようとすると本人確認に必要な書類を求められ、メールでやりとりしていました。

すると、サイトにログインしようとすると突然アカウントがブロックされました。

理由もわからずログインできなくってしまい、サイト内にある残高も出金できない状態です。

なぜアカウントが突然ブロックされたのかそちらで調査していただきたいです。

Dear Dashixiongqi73,

Thank you for submitting your complaint. I am truly sorry to hear about the issue you're experiencing with Mr Bet Casino.

Before we proceed, I would appreciate your help in clarifying a few points:

• Since when has the verification process been ongoing?
• Which documents have been approved, and which are still pending?
• When was your last communication with the casino, and what was discussed?

Please keep in mind that the verification process can take up to 14 days after submitting all requested documents, and the casino may temporarily block your account until these checks are complete.

Thank you for your time, and I look forward to your response.

Best regards,

Nick

I was asked for the necessary documents on May 7th and submitted them on August 17th.

The source of funding and other documents had been accepted, but the license had not yet been received.

My last communication with the casino was on 9/17 when I found out my account had been blocked and emailed to ask why. They replied that it was their sole discretion.

I have attached a photo of the reply email I received from the casino.

5月7日に必要書類を求められ、8月17日に提出しました。

資金源等の書類は受理されましたが、免許証がまだ受理されていませんでした。

カジノとの最後のやりとりは9/17にアカウントがブロックされていることを知りメールで理由を聞くと、当社の独自判断によるものという返信がきました。

カジノから返信されたメールの写真を添付します。

Dear Dashixiongqi73,

Thank you for the information you have provided. As we do not have any conclusive details regarding the reason for your account being blocked by the casino, I will forward your complaint to my colleague Peter (peter.c@casino.guru), who will be assisting you from this point onward.

Wishing you the best of luck in resolving the issue.

Kind regards,

Nick

Hello there,

Thank you dashixiongqi73 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Mr Bet Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help resolve this issue.

Thank you!

Dear Peter,

The players account was blocked because of a violation of our terms and conditions clause 9.5.:

"9.5. If, in Our sole determination, We have evidence that an account or group of accounts is being operated systematically (e.g., wagering as a group), multiple accounts have been opened to receive bonuses or other promotional offers, an account has been opened or funded (directly or indirectly) by a third party, or any other prohibited activity as defined above has taken place, We reserve the right to block or terminate all such accounts. We shall be under no obligation to pay out any funds that may be in the account(s) or refund any deposits made on the account."

Unfortunately, there is no opportunity for the account to be reopened.

Thank you for the response Mr Bet Casino representative, would it be possible to provide me with evidence of the fraudulent activity? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance!

Dear Peter,

In our last email communication, we kindly ask you to allow additional time for gathering data regarding the user's rule violation. Thank you in advance for your understanding and time.

Dear Peter,

We have sent you additional materials regarding the user's case. Thank you in advance for your consideration.

Thank you for providing me with the information Mr Bet Casino representative.

Dear dashixiongqi73, the casino has provided me with evidence of prohibited activity. With that in mind, the steps the casino has taken are justified and we will subsequently reject your complaint. 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.

Kind regards,

Peter