Hello, I set up an account with Mr. Bet casino on May 4. I made a deposit I played for a few days while making other deposits into the casino. On May 9, I went to withdraw my winnings, which have been pending since.. today I went to log back into the casino and deposit again to find out that my account has been blocked and my money has been voided. This is apparently due to multiple accounts in my name or by myself.. this is not true as I have never set up another account. I only have the one email address that I use and they cannot provide me any proof or documentation to back this up.. they stated apparently since I set this account up on May 4 another account was set up. If that is true, that is not by me and they should do their due diligence to prove that and cancel the second account not the first one signed up.. I believe this is due to the fact that they do not want to pay out what has been won. I have done lots of research on this company today and realized that there are lots of unhappy individuals that were also fraud out of their money. One of those individuals happens to be my father who is going through a similar situation with them. we do live at the same house, but that is his account and this is my account he uses his bank account. I use my bank account. There is no reason for my account to be blocked.

I am hoping you can help resolve this situation as I did really enjoy playing on this site. I enjoyed their games and at least it gave you some money to play instead of just taking it.

I look forward to hearing from you. Please see my contact details below.

Michelle M***

m***@hotmail.com

905-***-****

Dear McNutt15,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with the withdrawal and the blocking of your account at Mr. Bet casino.

To better understand the situation and assist you further, could you please clarify the following points:

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

Your cooperation in providing these details will help us investigate and work towards a resolution. It is important for us to gather as much information as possible so we can advocate effectively on your behalf.

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,

Kristina

Hello, thank you for taking the time to assist me in this complaint. I really appreciate it..

I mostly played slots. I was also successful in withdrawing twice and did receive those funds.. They have not asked me for any verification documentation.. my first time playingng on May 4 I used a bonus I was able to clear the bonus funds and withdraw my funds. After that, I made multiple more deposits and withdrew a little amount. I Made more deposit and this withdrawal on May 9 which was blocked on May 14 long after the withdrawals should have reached my account .

I can send in any verification needed in order to verify my account and prove that I only have one account which was opened May 4.

Thank you very much for your reply, McNutt15. Could you please confirm that you and your father both used your own devices to log in and play in this casino?

Additionally, please forward all the relevant communication between you and the casino to [email protected]. Alternatively, you can post it here. Thank you in advance.

Hello, yes my father played on his mobile and I played on my mobile or laptop. I have sent multiple emails to them and have never had a reply back. I do message them in their online chat but I get nowhere and just keep getting the same replies. After we chat on the online help I enter my email address to get the transcript but I have also never received that. I’m assuming the have blocked my email address as well

My father has also been trying to get his withdraw. They are asking for him to send in documents to verify his identity. He has sent in about 20 different documents. Including his bank statement, credit card statement, his government tax statement amongst other things and they keep denying them all. This has been going on for over 2 weeks for him.

Thank you very much, McNutt15, for your cooperation. I will now transfer your complaint to my colleague Michal ([email protected]) 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 McNutt15,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and as long as you have consistently utilized a single account registered exclusively in your name and have only accessed it through devices that are your own, and have not engaged in any collusion with other accounts, just the existence of additional accounts created by your family members should not serve as a legitimate basis for the forfeiture of your winnings.

I will contact the casino to shed more light on this matter and to see if I can help somehow.

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

Dear Mr Bet Casino,

I kindly request that you provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused, to me at [email protected]

Thank you in advance.

Thank you Michal, they have unlocked my account but still not usable as they are going over my identy papers they asked for. I see the money I had in my account of 997 has been taken by the casino. Will I get this back?

Dear Michal,

Thank you for your help in resolving this complaint. 

We have reviewed this situation and decided to provide the user with the opportunity to access the site for the purpose of verification, in accordance with clause 3.3.3 of our rules.

The user can access the website and upload their documents.

The user is required to upload a proof of identity document. We ask the user to remake the photo of the document and upload it to the verification page. 

In case of questions, we will be happy to help. 

Thank you all for your responses.

Dear McNutt15,

I can only recommend that you fully cooperate with the casino team in regards to the Know Your Customer (KYC) and Anti-Money Laundering (AML) process.

Dear Mr Bet Casino team,

Thank you for your reasonable approach. I am hopeful the situation can be clarified and the player can prove their point. As previously stated, provided that the player has consistently used a single account that is solely registered in their name and has accessed it exclusively through their own devices, has employed payment methods that are also in their name, and has refrained from any collusion with other accounts, the mere existence of additional accounts established by family members should not impact their winnings. I'm looking forward to the outcome of the KYC and AML process.

Dear Michal,

we are always ready to reconsider our decisions and come to a fair decision.

At the moment the user is undergoing verification, as soon as we know the update on it, we will inform the user here in the thread. Thank you for your co-operation. 

I have sent in all the required documents, but the keep getting declined. Saying they are blurry or corners cut off. They are pdf formats so that is not possible. This is the same issue my father has been dealing with for 2 months. He has sent the documents in 15 times. Including government docs, bank statements, credit card statements. Always declined for some excuse.

Dear McNutt15,

Please forward me all the documents you have provided the casino team for an independent review at [email protected]

Thank you. I have sent the email

This is what I mean. They declined my live face recognition! They find anything to decline. Not sure how you can decline a live face video or government document for proof.

Dear McNutt15,

Thank you for your responses and your email. I have responded back with some additional questions.

Dear Mr. Bet Casino team,

Could you kindly provide clarification regarding the issue with the player's live face recognition? I have examined the documents submitted by the player, and I did not observe any apparent inconsistencies. Do you need any additional documents or the same documents in an alternative format for the KYC process?

If there are any other elements affecting the situation that cannot be disclosed publicly, I would appreciate it if you could share them with me at [email protected].

Are you able to help with my dad’s account as well. He’s not very good with electronics or the internet. He has been trying to be verified for 2 months to get his withdrawal money as well. He’s an elderly man and I’ve been trying to help him and upload everything they’ve asked for him. I can send you his email so you can get in touch with him.

Dear Michal,

We are happy to inform that the user was successfully verified and the latest documents met the requirements. The user was also refunded the amount of the write-off. 

The user can log in to their account and create a withdrawal request. 

Thank you for cooperation.

Thank you for the encouraging update, Mr. Bet Casino team.

I'm pleased that the situation has been clarified, and I have confidence that once the player requests a withdrawal, it will be handled in the usual manner.

Dear McNutt15,

As per the casino team's response, the verification process has concluded successfully. Feel free to submit a withdrawal request. I trust all will be handled in the standard way.

Please let me know once you receive the funds, so that I can proceed with closing this case as resolved.

Dear McNutt15,

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.

Hello, sorry for the late response. Yes I received MOST of my money back. Thank you for your help and a quick resolution

Dear McNutt15,

Thank you for confirming. I’m confident the remaining funds will soon reach you successfully as well.

May I proceed with closing this case as resolved, or is there anything else you need assistance with?

Yes thank you. The case can be closed.

Dear McNutt15,

Thank you for your confirmation. I am glad that our involvement played a role in resolving the situation, and you received the funds. We'll go ahead and mark the complaint as 'resolved' in our system. We would like to thank both parties for their cooperation. If you ever encounter any issues with this or any other casino in the future, McNutt15, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot Rate Casino Guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Michal

Casino Guru