Hi there

I registered at Mr.bet with my email and name (that's what was requested from their system, nothing was requested). Deposited and won some money. I have now more than 500 canadian dollars on my account. They asked me to verify my account. I uploaded all the needed documents on their site. But they blocked access citing the fact that I did not enter all my details when registering. Their registering form do not ask for these kind of information. If asked for sure I will fill all that information. I even uploaded my passport next to my face during process. Today the locked my account citing this rule "3.1.3. You must enter all mandatory information requested into your registration form"

This is ridiculous because if they would me enter my account I would provide that information and pass the KYC process

The email from them...

Thank you for contacting the Support Service. Recently, you have contacted us about the account.

We understand your feelings and the situation is so frustrating, but, unfortunately, the system detected violation 3.1.3, and then the investigation was done by the appropriate department thoroughly and attentively, after which the violation was confirmed. It means that the account is blocked and there is no way to continue game activity.

As a consequence, your account has been closed and winnings have been voided. The decision is final, which means that no verification may be continued or any other activity in the account.

We are very sorry that you have faced such a situation, but unfortunately, the situation happened and the restrictions were applied.

Please feel free to contact us if there are any more questions. Our team is always glad to help you!

Best regards,

Manager of the game club, Catalina

Dear juniash2014,

Thank you very much for submitting your complaint. I'm really sorry to hear about your issue with Mr Bet Casino. I have checked the casino's Terms and Conditions, and the rule 3.1.3 states the following:

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, relevant payment information; all of which must be true and correct. You are not permitted to use PO Box address as your place of residence. It is your sole responsibility to ensure that the information you provide is true, complete and correct. You are hereby notified that we carry out verification procedures and that your Member Account may be blocked for access or closed if you are found to supply false or misleading information and/or documents.

Moreover, the registration at Mr Bet Casino consists of three steps. Let's take a look at the screenshots:

Could you please confirm that you put all your personal information when you registered at the casino? Were all your details true and correct?

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

Best regards

Veronika

Dear juniash2014,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.