Mr Bet Casino - Учетная запись игрока была заблокирована.

Dear Marko,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

We will contact the casino and ask for their standpoint, but, before we do so, I would like to ask, if you have tried to communicate with the casino a possibility of depositing funds into your account from a joint card before the actual deposit took place. Was it during the KYC verification process when the problem started or earlier? 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

Hello, thanks for the reply

No, the first payment is the KYC CHECK sent out normally then they said they want a confirmation from the bank that the account belongs to me. I sent the confirmation from the bank, but nevertheless it was not enough due to violation and blocked my account and that They collected money. I did everything that I wanted, submitted all the documents, that was a joint account of me and my sister.

Kind regards

Hallo danke für die Rückmeldung 

Ne des ist die erste Auszahlung die KYC PRÜFUNG normal verschickt dann haben sie gesagt sie wollen einen Bestätigung der Bank das das Konto mir gehört die Bestätigung der Bank hab ich Mr bet geschickt aber trotzdem hat das nicht gereicht wegen Verstoß und haben mein Account gesperrt und das Geld haben die eingezogen. Ich habe alles gemacht was die von mir wollten alle Dokumente eingereicht das das ein gemeinsames Konto von mir und meiner Schwester. 

Mfg 

Thank you very much Marko for providing all the necessary information. I will transfer now 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.

Thanks, I hope so too, because I have proven everything that the account is a shared account and they have told me by phone as compensation whether I want to receive the paid one but that is too little than the profit

Kind regards

Danke das hoffe ich auch Weill ich alles bewiesen habe das Konto ein gemeinsames Konto ist und die haben mir telefonisch gesagt als entschädigung ob ich des eingezahlte erhalten will aber des ist zu wenig als der Gewinn 

Mfg 

Hi Marko,

I looked at your case and will now contact the casino. We'll see what can be done. 

Thank you for your efforts, Mr. Peter

Danke für Ihre Bemühungen Herr Peter 

Mr bet Casino will not answer, so what the promise will never be kept by Mr bet Casino.

Kind regards

Mr bet Casino wird nicht antworten also was die versprechen wird leider nie von Mr bet Casino eingehalten. 

Mfg 

We would like to ask the Mr Bet Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may affect its rating.

Hello

The account was blocked for violation of the Terms and Conditions. The Player has not provided any official proof that the account is joint with someone else. 

Any further requests can be done via official authorities. Thank you.

Thank you Mr Bet Casino Team for the reply,

How can this situation be solved? What documents exactly does the player have to provide?

Hello

All information was provided to the player from the very beginning.

We kindly require to proceed with any further requests via official authorities.

Thank you.

Hi Marko,

Could you please send the documents that prove you are the owner of the account to my email address(peter.m@casino.guru) as well as all conversations with the casino? Thank you.

Hi Peter

I sent everything to you via email, thank you. Mr bet i sent you everything from the bank you can call the bank then you know if you don't believe me !!

Kind regards

Hallo Peter 

Ich habe Ihnen alles per Mail geschickt danke Ihnen. Mr bet ich habe Ihnen alles geschickt von der Bank sie können ja die Bank anrufen dann  wissen sie wenn sie mir nicht glauben!! 

Mfg 

Hi Marko,

I looked at your emails and the document you sent. I think I know what the problem is. The owner of the account is your sister and you are officially authorized to use it. This causes a lot of trouble due to strict rules that most of the casinos enforce. You should always use a bank account in your name (ideally as the sole owner) when playing in a casino. We will discuss this further within the team, I will get back to you as soon as possible.

Thank you

Yes, but I told the Mr bet and they wanted a confirmation from the bank and I sent it by email. An employee gave me an email saying that everything would be ok and the account would be opened again and a few minutes later by one The other employee's account remains blocked and the profit is taken. I've been waiting for a response from Mr bet for 10 days. As of now, there is no answer. Very annoying

Danke 

Ja aber des hab ich dem Mr bet mitgeteilt und die wollten eine Bestätigung von der Bank  und die hab ich per mail geschickt.. Ein Mitarbeiter hat mir ihn einer Mail zugesagt das alles ok wird und das Konto wieder geöffnet wird und paar Minuten später von einer anderen Mitarbeiterin das Konto bleibt gesperrt und der Gewinn wird eingenommen ich warte seit 10 Tagen auf eine antwort von Mr bet wie der stand jetzt ist keine antwort.. Sehr ärgerlich 

Hi Marko,

I sent you an email, could you please reply? Thank you.

I replied to your email

Mfg barac

Ich habe auf Ihre Email geantwortet

Mfg barac

Hello Marko,

Thank you for the email. I would like to ask MrBet Casino for a more detailed explanation, why it decided not to accept the provided documents. If the casino doesn't want to publish it here, it can be sent to my email address: peter.m@casino.guru.

Hello 

Kindly be reminded that we do not share any information with third parties.

If the player has any further questions he is more than welcome to contact official authorities.

Thank you for understanding.

Mr bet can send the question to Mr Peter m but as you can see Mr bet is not a serious casino and cannot answer the question because I am right I did everything mr bet wanted from me and that is still not enough maybe they need my liver still 😊

Mr bet kann gerne die Frage an Herrn Peter m senden aber wie sie sehen ist Mr bet kein ernstzunehmendes Casino und können die frage nicht beantworten weil ich im Recht bin hab alles gemacht was mr bet von mir wollte und das reicht immer noch nicht vielleicht brauchen die meine Leber noch 😊

Hi Marko,

If you are authorized to use the bank account and have an official statement from the bank, I am convinced you should get paid. I’m afraid, there is not much that can be done without the cooperation from the casino. I will mark the complaint "unresolved" in our system. I understand, this isn't a satisfactory solution to your issue. However, the change of rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to reconsider, we will reopen the complaint and you will be notified by email. As a last resort you could contact the Curacao Gaming Authority (complaints@curacao-egaming.com) and submit a complaint with them. It's not the best license out there, but they might be able to help. Please let me know how the gaming authority responded (my email address: peter.m@casino.guru).

Best regards,

Peter

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

We received the following reply from the casino:

"We kindly ask you for reopening the case. We thoroughly checked the details of the issue that happened to the customer. To process the client`s withdrawal, we kindly ask him to provide an official letter from the bank that the joint account lawfully belongs to him and his sister. Unfortunately, the client previously provided a letter handwritten by his sister, such a document cannot be accepted."

Hi Marko,

Could you please provide the casino with the official document that you sent to me before?

I have sent everything possible to Mr Bet but they do not take anything from me if she were right she wouldn't give me a bonus. Mr bet is a great casino but has been very bad since the incident

Mfg mbarac2405

Ich habe alles mögliche an Mr bet versendet aber die nehmen nichts an die Mitarbeit von mir bet haben mit sogar recht gegeben aber die finanzabteilung lehnte immer wieder mein gemeinsames konto ab mit wurde von der einer support Mitarbeiterin sogar ein Bonus abgeboten für die Unannehmlichkeiten wenn ich nicht im Recht wäre würde sie mir kein bonus geben. Mr bet ist ein super Casino aber seit dem Vorfall sehr schlecht

Mfg mbarac2405

Dear MrBet team,

What other document is needed to move on? The document above is not handwritten, it looks like an official document from a bank.

Hello mr bet

I don't understand, even the support staff agree with me. I don't know what else they need from the bank to pay out my winnings.

I have now opened my own account if you do not use the shared account, can I send you my newly opened account?

Mfg Mbarac

Hallo Mr bet

Ich verstehe es nicht sogar die support Mitarbeiter geben mir recht ich weiss nicht was sie noch von der Bank brauchen um mein Gewinn auszuzahlen.

Ich habe jetzt ein eigenes Konto eröffnet wenn sie nicht das gemeinsame konto nehmen kann ich Ihnen mein neu eröffnetes Konto schicken?

Mfg Mbarac

Hi Marko,

Mr Bet team has a point. I recommend you to go to the bank and ask for the official letter confirming that it is a joint account including the date it entered into force as required. It shouldn't be a problem for the bank to do this.

Hello Peter, as I have already written, it is currently not possible for me to send any other letter except what you already have. Due to Corona, you cannot make an appointment with the consultants.

But I have an account that is only in my name, would it be possible to pay out the profit to this?

Hallo Peter, wie ich schon geschrieben habe ist es mir momentan nicht möglich ein anderes Schreiben ausser dieses was sie schon haben zu schicken. Durch Corona kann man keinen Termin mit den Beratern ausmachen.

Ich habe aber ein Konto das nur auf meinen Namen läuft, wäre es möglich den Gewinn auf dieses auszuzahlen?

Hi Marko,

Please understand the issue here is that you have to prove that the joint account was in your name at the time of your deposit in the casino. I'm afraid you will have to make an appointment and get that statement from the bank so we can move on. I actually contacted your bank and asked if there were any limitations (see picture), the reply was no, you only have to wear a mask.

I have an appointment with my savings bank advisor next Tuesday, then I will send this document to Casino guru

Mfg Mbarac

Ich habe ein Termin am nächsten Dienstag mit meinen Sparkassen Berater bekommen dann schick ich dieses Dokument an Casino guru

Mfg Mbarac

Thanks for the update.

Hi Marko, any news?

Dear Marko,

We are extending the timer by 7 days. Please, be aware that in case you fail to reply and provide the required information in the given time frame, we will reject your complaint.

We are rejecting the complaint because the player stopped responding to our messages and questions.