Mr Bet Casino - Das Spielerkonto wurde gesperrt.

The account was closed by Mr. Bet. I don't know why. Mr. Bet offers me to withdraw my balance permanently, but when entering the BV these are not accepted. The whole thing has been going on for days. I follow the instructions, have submitted an application to open an account, and I proceed with the payout as I have been given, but nothing. So I asked Mr. Bet to transfer the credit to me. I am only fobbed off with Bla Bla Bla e-mails. If you can help me, that would be great. I've already given Mr. Bet 7 days.

Das Konto wurde seitens Mr. Bet geschlossen. Warum ist mir nicht bekannt. Mr. Bet bietet mir zwar permanent an das Guthaben Auszahlen zu lassen, aber bei der Eingabe der BV werden diese nicht akzeptiert. Das ganze geht jetzt schon seit Tagen. Ich halte mich an die Anweisungen, habe einen Antrag auf Kontoöffnung gestellt, gehe bei der Auszahlung so vor wie es mir Vorgegeben wurde, aber nichts. So habe ich Mr. Bet darum gebeten mir das Guthaben zu Überweisen. Ich werde nur mit Bla Bla Bla e-mails abgespeist. Wenn Ihr mir helfen könnt, wäre das Super. Ich habe Mr. Bet schon eine Frist von 7 Tage gesetzt.

Dear Klaus-Dieter,

Thank you very much for submitting your complaint and forwarding all the relevant communication. 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. Could you please advise how long ago you have registered your account and if you’ve completed the account verification successfully? Have you received any successful withdrawals from this casino in the past? Were your winnings accumulated with or without an active bonus?

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

Hi there,

I don't remember when I registered.

The account lock was not initiated by me.

I didn't play with a bonus.

I have not made any payments.

I submitted all documents for the verification.

LG

Hallo,

Ich weiß nicht mehr wann ich die Registrierung vorgenommen habe.

Die Konto Sperre ist nicht von mir veranlasst worden.

Ich habe mit keinem Bonus gespielt.

Auszahlungen sind von mir nicht vorgenommen worden.

Unterlagen für die Verifizierung habe ich alle eingereicht.

LG

Thank you very much,  Klaus-Dieter, for providing all the necessary information. I will now transfer your complaint to my colleague Nick 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.

Hi there,

Mr. Bet reacted, as expected, with another Bla Bla Bla e-mail. The sender was a billion. I tried to pay out, but the same problem.

Dear Petronela from Mr. Bet, that was nothing.

LG

Hallo,

Mr. Bet hat reagiert, wie erwartet wieder mit einer Bla Bla Bla e-mail. Absender war eine Mia. Ich habe versucht die Auszahlung vorzunehmen, aber gleiches Problem.

Liebe Petronela von Mr. Bet, dass war nix.

LG

Hello Klaus-Dieter,

I'm Nick and I'll be assisting you from now on. I would like to ask Mr Bet Casino to join us and help us resolve the player's issue.

Hello Nick,

is very simple, withdraw funds and the problem is solved.

LG

Hallo Nick,

ist ganz einfach, Guthaben Auszahlen und das Problem ist gelöst.

LG

Hi there,

so I waited patiently and as expected no answer.

What is the next step with the help offered?

LG

Hallo,

so habe geduldig gewartet und wie Erwartet keine Antwort.

Wie geht es denn jetzt seitens der angebotenen Hilfe weiter?

LG

Unfortunately, as you can see, the casino did not respond to us. All we can do for now is to keep trying to contact them. In the meanwhile, you can try to contact directly the casino's licencing authority. However, if the casino will fail to respond within the next 7 days, we will be forced to close the complaint as unresolved which may then negatively affect the casino's rating.

Dear Casino Guru team, 

We relate to the User’s request to block his account 30/09/2021. He had an active balance on the account, that is why the User’s account was suspended. While suspended users can make a withdrawal request of their active balance and go through a verification process, but games are no longer accessible. 

03/10/2021 we received another request for unsuspending of the account. The User had to fill the reopening form and send it to us, unfortunately, this requirement was not fulfilled properly till this day. 

From the side of the User there were requests to send him his active balance to his bank details by mail. Unfortunately, we do not provide such a function in accordance with the anti-money laundering policy. Any transactions must be verified by the financial service provider.

The User is eligible to make a withdrawal request on the site and we will be glad to assist him with it. We do not see any tries to create withdrawal requests from the User’s side in our system. We also highly recommend using SEPA bank transfer for withdrawal. 

Best regards, 

Mr.Bet casino team 

Dear Mr. Bet Team and Guru Team,

I have never submitted an account suspension / closure request.

I have submitted the application to open an account several times.

I submitted the documents for the verification.

For the withdrawal request, I would use Sepav. use, but the BV is not accepted by the system on your part.

The offer on my part to transfer the credit is the last possibility to get my credit.

I believe that such a small amount has nothing to do with money laundering.

Solve the problem by opening the account.

LG

kdp522

Liebes Mr. Bet Team und Guru Team,

ich habe nie einen Antrag auf Kontosperre/Schließung gestellt.

Den Antrag auf Kontoöffnung habe ich mehrfach gestellt.

Die Unterlagen für die Verifizierung habe ich eingereicht.

Beim Auszahlungsantrag würde ich das Sepav. nutzen, aber die BV wird Ihrerseits vom System nicht akzeptiert.

Das Angebot meinerseits das Guthaben zu Überweisen ist ja die letzte Möglichkeit um an mein Guthaben zu kommen.

Ich glaube das so ein geringer Betrag nichts mit Geldwäsche zu tun hat.

Lösen Sie das Problem in dem Sie das Konto Öffnen.

LG

kdp522

Dear kdp522,

Could you please specify how could you ask for application to open an account if you did not close it before? Also, isn't there any other possible payment method you would be able to accept to withdraw your money?

Hello dear team,

Mr. Bet does not give me the opportunity to withdraw my money.

According to Mr. Bet, I should apply to open an account.

I have already communicated this several times, but it doesn't matter.

To withdraw money:

On the part of Mr. Bet, when I enter my bank details, the message "Account details not accepted" is constantly displayed.

Neither my account nor my wife's account will be accepted when trying to withdraw funds. I have also communicated this several times.

You can also set up the option of Visa withdrawal.

Only the input has to be accepted for the payout.

Please read correctly, then there will be no need for constant questions.

LG

kdp522

Hallo Liebes Team,

Seitens Mr. Bet wird mir nicht die Möglichkeit gegeben mein Geld abzuheben.

Ich sollte laut Mr. Bet einen Antrag auf Kontoöffnung stellen.

Dieses habe ich auch schon mehrmals mitgeteilt, aber macht ja nichts.

Zum Punkt Geld abheben:

Seitens Mr. Bet wird bei der Eingabe meiner Bankverbindung permanent angezeigt "Kontoverbindung nicht akzeptiert ".

Weder mein Konto noch das Konto meiner Frau wird akzeptiert beim Versuch das Geld Abzuheben. Auch dieses habe ich mehrfach mitgeteilt.

Sie können auch die Möglichkeit der Visa Auszahlung einrichten.

Es muss nur die Eingabe bei der Auszahlung akzeptiert werden.

Bitte Richtig Lesen, dann erübrigen sich permanente Fragen.

LG

kdp522

We are currently waiting for our managment's decision on further communication with the casino. Will be extending the timer by 7 days and will provide more information as soon as possible.

Good morning Dear Nick, Guru Team and Mr. Bet,

for everyone involved it has to be clear that this is a pure delaying tactic.

The fact is that there is credit, also confirmed by Mr. Bet Casino, but they do not want to withdraw.

If you look at the correspondence in this forum and the correspondence that I personally had / have by email with Mr. Bet, your hair stands on end.

The Guru Team should give an appropriate negative rating to warn other players.

Lg

kdp522

Guten Morgen Lieber Nick, Guru Team und Mr. Bet,

für alle Beteiligten muss doch langsam Klar sein das es sich hier um eine reine Hinhaltetaktik handelt.

Fakt ist, dass Guthaben ist da, vom Casino Mr. Bet auch bestätigt, aber sie wollen nicht Auszahlen.

Wenn man sich in diesem Forum den Schriftverkehr anschaut und dem Schriftverkehr den ich persönlich per Mail mit Mr. Bet hatte/habe, da Stehen einem die Haare zu Berge.

Das Guru Team sollte eine entsprechende Negativ Bewertung aussprechen um andere Spieler zu Warnen.

Lg

kdp522

Dear kdp522,

The delay was on our site not the casino in this case. We are now currently waiting for the evidence from the casino. Will give the feedback as soon as we receive them.

Dear Casino Guru team,

We would like to inform you that the User is able to access the account and create a withdrawal request. If for some reason he faced issues to withdraw his funds, we are ready to help with it.

So we would like to ask the user to get in touch with our support service and provide us with more information about the withdrawal request issue (explain the process in detail, provide step-by-step screenshots, etc).

I would like to point out again that we are willing to solve the issue. However, we need also assistance from the user with this case.

Best regards,

Mr.Bet casino team

Dear Guru Team, Mr. Bet,

for information, after Mr. Bet has now announced the problem or. make the payout. I entered the game account and what is displayed: "Account blocked, contact support". Payment requested and nothing, bank details refused. No screenshot is of any use. Release the account so that the payment can be requested. Everything else is stalling and blah blah blah blah blah blah blah blah blah

Liebes Guru Team, Mr. Bet,

zur Info, nachdem Mr. Bet nun mitgeteilt hat bei der Problematik bezw. die Auszahlung durchzuführen. Ich bin ins Spielkonto rein und was wird angezeigt " Konto gesperrt wenden Sie sich an den Support ". Auszahlung beantragt und nix, Bankverbindung abgelehnt. Da nützt kein Screenshot was. Gebt das Konto frei damit die Auszahlung beantragt werden kann. Alles andere ist Hinhalten und Blablabla

Dear kdp522,

The casino clearly wrote in their last post that if you will experience issues to request for the withdrawal, you just have to contact them. Could you please advise if you already did? Was there any process made in order to withdraw?

Hello Guru Team, hello Nick,

I tried to withdraw and nothing changes.

The bank details are not accepted. If I try to access the account, the message that I should contact support appears immediately. That's what I did and pointed out to Mr. Bet that the account is still locked.

Mr. Bet just asks me to send a screenshot of the process. On the one hand, I am not that technically experienced and have therefore described the individual steps down to the last detail.

Greetings and stay healthy!

kdp522

Hallo Guru Team, hallo Nick,

ich habe versucht die Auszahlung vorzunehmen und es ändert sich nichts.

Die Bankverbindungen werden nicht akzeptiert. Versuche ich in das Konto zu gelangen, erscheint sofort der Hinweis das ich mich an Support wenden soll. Dies habe ich auch getan und Mr. Bet darauf hingewiesen das, dass Konto immer noch gesperrt ist.

Mr. Bet fordert mich nur auf von dem Vorgang einen Screenshot zu senden. Zum einen bin ich technisch nicht so versiert und habe deswegen die einzelnen Schritte bis ins kleinste beschrieben.

Liebe Grüße und bleibt Gesund!

kdp522

Dear Mr. Bet Casino,

Is there any possible way to process the withdrawal in an easier way? A different method or anythign that would allow the player to receive his money?

Good morning dear Nick and Guru team,

a certification process is currently in progress. I hope that things will come to a sensible conclusion afterwards.

kdp522

Guten Morgen lieber Nick und Guru Team,

es läuft gerade ein Vertifizierungsverfahren. Ich hoffe das danach die Sache vernünftig zum Abschluss kommt.

kdp522

Dear Nick,

Regarding your request. The user has already created a withdrawal request. However, verification should be passed now. Once it is done, we will be able to send the user's funds.

Best regards,

Mr.Bet Casino Team.

Good morning dear Nick,

I thought the problem could be solved shortly, I thought wrong.

It is correct that I managed to request a withdrawal, but Mr. Bet does not address the problem of the screenshots.

I have sent all the documents required for the verification by photos and e-mail.

I'm ready for a post-identification procedure, video conference, etc.

They just don't read the correspondence properly.

I even sent the last tax bill from the tax office, the official authority in Germany.

One wonders, is Mr. Bet interested in a sensible solution at all, or is it a ploy to drag out such processes until the player gives up annoyed?

Still thanks to the Guru team

Guten Morgen Lieber Nick,

hatte ich doch gedacht das Problem könnte in Kürze gelöst werden, falsch gedacht.

Richtig ist das ich es geschafft habe eine Auszahlungsanforderung zu stellen, aber auf die Problematik der Screenshots geht Mr. Bet gar nicht ein.

Ich habe alle geforderten Unterlagen für die Vertifizierung per Fotos und e-mail zugesandt.

Bin bereit für ein Postidentverfahren, Videokonferenz u.s.w.

Die Lesen einfach den Schriftverkehr nicht richtig.

Ich habe sogar den letzten Steuerbescheid vom Finanzamt, offizielle Behörde in Deutschland, zugesandt.

Da fragt man sich doch, ist Mr. Bet an einer Vernünftigen Lösung überhaupt interessiert, oder ist das eine Masche, solche Vorgänge in die Länge zu ziehen bis der Spieler genervt aufgibt?

Trotzdem Danke an das Guru Team

Dear Mr.Bet,

The player claims that he has sent all the requested documents. Could you please clarify what is still missing or why is he still not verified?

Hello Guru Team, Hello Nick,

I told Mr. Bet today after another e-mail with a screenshot request came that I am no longer interested in dealing with them in writing. It's just annoying and time consuming. I ask the Guru Team to give Mr. Bet a negative rating. I also give up the money. I will also inform the licensor of Mr. Bet about this, for me, criminal machinations, so that other players are protected from such casinos.

Thank you for your support and stay healthy.

kdp522

Hallo Guru Team, Hallo Nick,

ich habe Mr. Bet heute mitgeteilt, nachdem mal wieder eine e-mail mit Screenshot Aufforderung kam, dass ich keine Interesse mehr habe mich schriftlich mit denen Auseinanderzusetzen. Es ist einfach nur Nervig und Zeitraubend. Ich bitte das Guru Team Mr. Bet eine Negative Bewertung auszusprechen. Ich verzichte auch auf das Geld. Ich werde auch dem Lizenzgeber von Mr. Bet über diese, für mich, Kriminelle Machenschaften Informieren, damit andere Spieler vor solchen Casinos geschützt werden.

Vielen Dank für Eure Unterstützung und bleibt Gesund.

kdp522

Dear Nick,

According to the latest update, the user is experiencing difficulties in passing the verification, namely the taking selfie. We advised the user on what the problems might be and that changing the device and settings might be useful.

The user has not yet uploaded the documents necessary for verification, namely:

- a document confirming his identity;

- selfie with a document confirming his identity;

- confirmation of the payment methods used for payments on the site.

Verification is a very important process, without it further processing of the withdrawal request is impossible.

We recommend that the client carefully follow the instructions on the site and change the device. He can count on our help and support for any problems that may arise.

Best regards,

Mr.Bet Casino Team.

Hello Guru Team,

After I bought new devices for the verification to solve the problem, Mr. Bet came up with the idea to block the account access.

Why?

Allegedly, I would now have violated existing rules.

The payments were processed automatically via the Klarna service. This service is automatically connected to my phone number. I didn't have the option of choosing another payment method, as access to the account was displayed immediately.

My wife is the account holder and I have been authorized and have been married for 34 years, all financial activities, including the purchase of a new car.

According to Mr. Bet, the decision would be final.

Something in the casino doesn't fit, right?

kdp522

Hallo Guru Team,

nach dem ich neue Geräte für die Vertifizierung gekauft habe um das Problem zu lösen, kam Mr. Bet auf die Idee den Konto Zugang zu Blockieren.

Warum?

Angeblich hätte ich nun gegen bestehende Regeln verstoßen.

Die Einzahlungen wurden automatisch über den Service Klarna abgewickelt. Dieser Dienst ist automatisch mit meiner Rufnummer verbunden. Ich hatte gar nicht die Möglichkeit einen anderen Zahlungsweg zu wählen, da sofort der Zugang zu dem Konto angezeigt wurde.

Meine Frau ist Kontoinhaber und ich bevollmächtigt und so werden schon seid Jahren, 34 Jahre verheiratet ,sämtliche Finanzielle Aktivitäten, bis hin zum Neuwagenkauf abgewickelt.

Laut Mr. Bet wäre die Entscheidung endgültig.

Da passt doch was seitens des Casinos nicht, oder?

kdp522

Dear Mr Bet Casino,

Could you please clarify the reason of the account blocking? If the player used a shared account with his wife where he is also the owner, everything should be fine with the withdrawal.

Dear Nick,

We want to inform you that the card with which the deposits were made is personal, and was issued not in the name of the client (but in the name of his wife).

If this card is linked to a joint bank account, in order to confirm this, the client can provide:

- a bank card statement showing the bank account number and the name of its owner;

- a bank statement where we can see the deposits to our site from this card and the name of the account holder;

All documents must be submitted exclusively in electronic form.

Best regards,

Mr.Bet casino team

Dear kdp522,

Please provide all the requested documents to the casino so they can unblock your account once you verify the shared account. Please keep us updated regarding the case.

Hello Nick / Guru,

the problem is that Mr. Bet has blocked the account. I have no way of continuing the certification process.

The account was blocked with the message "Decision would be final".

kdp522

Hallo Nick/Guru,

dass Problem ist das Mr. Bet das Konto blockiert hat. Ich habe keine Möglichkeit den Vertifizierungsprozess fortzuführen.

Das Konto wurde blockiert mit dem Hinweis " Entscheidung wäre Endgültig ".

kdp522

The casino most likely ment to send the verification documents by e-mail address.

Dear Mr Bet Casino, could you confirm that? The account will be unblocked once he send and pass verification?

Dear All,

The user's account is now closed due to a violation of T&C 2.1.10

"2.1.10. in relation to deposits and withdrawals of funds into and from your Member Account, you shall only use such credit cards and other financial instruments that are valid and lawfully belong to you."

The text of clause 2.1.10 is the only message user sees while trying to log into his account.

The user can send us the necessary evidence to the email address of our support service support@mr.bet or contact us via live chat.

Best regards,

Mr.Bet Casino team

Dear Mr Bet Casino,

What is the issue with the player's card? Could you share the details here or please send an e-mail to nikolas.b@casino.guru

Dear Nick,

The card that the user made deposits with does not belong to him. It's issued not in the name of the client, but in the name of his wife.

The documents that the user provided earlier do not show that this personal card issued in his wife's name is linked to a joint bank account. 

We asked the user to provide us with the following documents via email or live chat:

- a bank card statement showing the bank account number and the name of its owner;

- a bank statement where we can see the deposits to our site from this card and the name of the account holder;

All documents must be submitted exclusively in electronic form. The client hasn’t provided the necessary documents yet.

Please specify what kind of information regarding the issue with the user's card do you need? We’ll provide you with it via email in a timely manner.

Best regards,

Mr.Bet casino team

Dear kdp522,

Could you please advise why didn't you send the casino the requested documents? Could you please do it as soon as possible otherwise the casino won't be able to finish the verification and unblock your account.

Hello Nick, I'm waiting for the bank's documents. As soon as I have this I will make this Mr. Bet available.

kdp522

Hallo Nick, ich warte auf Unterlagen der Bank. Sobald mir diese vorliegen werde ich diese Mr. Bet zur Verfügung stellen.

kdp522

Hello Nick / Guru

I sent a copy of the 2014 account authorization to Mr. Bet today.

kdp522

Hallo Nick/Guru

Ich habe heute Mr. Bet eine Kopie der Kontovollmacht aus dem Jahre 2014 zukommen lassen.

kdp522

Dear Mr Bet,

Please let us know if you have received all the required documents and keep us updated about the player's verification process.

Dear All,

Unfortunately, we didn't receive the required documents. The last user's appeal to our support by email was on December 2nd.

Dear kdp522 please send us the required documents on the email support@mr.bet with topic "Casino Guru kdp522"

Thank you in advance!

Mr. Bet Casino Team

Hello Nick / Guru,

Yesterday I emailed Mr. Bet the authorization from which the deposits were made. But will do it again now.

kdp522

Hallo Nick/Guru,

Ich habe Mr. Bet am gestrigen Tag per e- Mail die Kontovollmacht, von dem die Einzahlungen erfolgte, zugesandt. Werde es aber jetzt noch mal tun.

kdp522

Dear Mr Bet Casino,

Please keep us updated and let us know if there will be any updated regarding the case.

Dear Nick,

According to our terms and conditions (2.1.10.), the bank account or any other payment method used on the site must belong to the account holder.

The power of attorney provided by the user shows that the bank account was opened in his wife's name, who provided the opportunity to use her account. However, according to our Terms and Conditions, such accounts cannot be used. You can only deposit from a joint account or from your personal account.

The account was opened in the user's wife's name, so in bank statements, there will be her name. 

Best regards,

Mr.Bet Casino team 

Dear kdp522,

Could you please confirm that the deposit was made from your wife's account and it is not a shared account?

Hello Nick,

It's right, it's not a joint account as we never had one. The account holder is my wife and I am authorized.

kdp522

Hallo Nick,

Es ist richtig, es handelt sich nicht um ein Gemeinschaftskonto, da wir nie eins hatten. Kontoinhaber ist meine Ehefrau und ich bin bevollmächtigt.

kdp522

Dear kdp522,

Based on the fact, that the payment method you used does not belong to you, the above mentioned term of the casino applies -

"2.1.10. in relation to deposits and withdrawals of funds into and from your Member Account, you shall only use such credit cards and other financial instruments that are valid and lawfully belong to you."

Unfortunately, you are allowed to use only our own funds and if it's not a shared account, there is nothing we can do. I'm really sorry but this is clear breach of casino terms and they had the right to close your account and void any winnings. Is there anything else we could assist you? If not, we will be forced to reject the complaint.

Regards,

Nick

The complaint will be now rejected for the above mentioned reason.