Mr Bet Casino - A conta do jogador foi encerrada sem motivo.

I took a bonus of 88% plus 88 free spins. I did everything legally. then I had some bigger winnings and I decided it was time to cash out. I ordered it. Of course, I had to undergo verification immediately. and after three days they closed my account without even providing an explanation. just referring to the provision that they can and that's it. please help me

Dear MateuszAaapek,

Thank you very much for submitting this complaint. I'm sorry to hear about the issue you are facing. Please allow me to ask you a few questions to clarify your situation.

Could you please specify which documents you submitted for verification in the casino?

Have you used any VPN or IP-masking software to access the casino website?

What types of games did you play with your bonus?

Have you made any successful withdrawals from this casino before your account was blocked?

Have you communicated with customer support after you found out that you were unable to access your account?

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

Best regards

Veronika

Thank you for accepting my case. The documents I submitted are my ID card, account statements, payment card statements, and payment confirmations. I did not use any masking programs. I played ultra hot spin, power diamonds, and royal joker. I withdrew PLN 1,000 from this casino twice. I had the account for several years. I contacted customer service. I even wrote to my manager I had there.

Thank you for your reply.

Am I correct in understanding that your account was closed during the KYC verification process and has not yet been fully verified? If so, please forward the documents you submitted for verification to my email at veronika.l@casino.guru.

When you contacted support or your personal manager, were you provided with a more detailed explanation as to why your account was blocked?

Good morning. you understand so well. was closed during verification. and the verification process only started with a large payment, they didn't want anything until the payment was PLN 1,000. documents are attached. After contacting my personal manager, Wladyslaw, I did not receive any response. His excuse was that they didn't like me and they had the right to close my account and irreversibly reset my winnings to zero. I had an account with them for several years and as long as I deposited money and didn't withdraw it, no one bothered me. Usually when I had any winnings, I just played until I lost everything. This situation happened about a month ago with an amount of PLN 80,000. so I think that now they are surprised that he wants to pay. They forcibly prolonged the verification, rejecting documents every now and then and then accepting the same ones. They referred to Article 3.7.1 of the Regulations. Best regards

Thank you very much, MateuszAaapek, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear MateuszAaapek, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite Mr Bet Casino representative to join this conversation. 

Dear Mr Bet Casino, could you please provide more information about this case? 

Looking forward to your reply.

Dear Katarina,

We have sent you an email clarifying this case to your email address, please check this letter with the details mentioned in it. 

Thank you for your co-operation. 

Good day. Can I also ask to read the response to the complaint from Mr Bet Casino?

Dzień dobry. Czy również mogę poprosić o przeczytanie odpowiedzi na zażalenie kasyna Mr Bet?

Dear Mr Bet Casino, 

thank you for your email. I already sent you a reply.

Dear MateuszAaapek, 

I would like to assure you that I am fully committed to facilitating a successful resolution to this case. I will provide you with an update at my earliest convenience. Thank you for your patience.

We have sent you an email with a detailed explanation of the situation. Thank you in advance for reviewing it.

Thank you Mr. Bet casino for your email.

Dear MateuszAaapek, 

I am presently in communication with a casino representative regarding your case. Please be assured that I will provide you with updates as soon as I have any pertinent information.

Dear Mr Bet Casino, 

I have sent a follow-up email. Could you please confirm if you have received it?

Dear Katarina,

we received your email and replied to it. We kindly ask you to review it.

Thank you in advance for your help in this case. 

Yes, I received the e-mail. On Wednesday I will attach the document that requires Mr Bet

Tak otrzymałem e mail. W środę załączę dokument który wymaga Mr Bet

MrBet wrote me a message that he needs additional documents from me. I will try to provide them to both parties by Wednesday

MrBet napisał mi wiadomość że potrzebuje ode mnie dodatkowych dokumentów. Postaram się do środy je dostarczyć obu stronom

Dear MateuszAaapek, 

thank you for your message. Could you please confirm if you have forwarded all the necessary documents to the casino?

The ones I sent having their website I don't have any confirmation. Because I didn't expect such a situation from the casino. Now in the week they sent an e-mail with additional documents where I think they do it just so I wouldn't be able to deliver them and because of that they wouldn't want to burn

Te które wysłałem mając ich stronę nie mam żadnego potwierdzenia. Gdyż nie spodziewałem się takiej sytuacji z strony kasyna. Teraz w tyg wysłali e maila z dodatkowymi dokumentami gdzie uważam że robią to tylko temu bym nie mógł ich dostarczyć a oni przez to by nie chciało wypalacie

I will also add that the document they are waiting for is hard to get. I will send you the email I received from them.

Jeszcze dodam że ten dokument który oczekują jest trudno dostępny. Prześlę Pani tego e maila którego odnjich dostalem

They expect a card that I don't even have, I never had one. I don't know where they got it from. This is ridiculous. They lie and cheat, but to not withdraw I can send any single card that I have and that I am the owner of. And I have never had such a number and I have never paid.

Oczekują karty której nawet nie posiadam nigdy nie miałem. Nie wiem skąd ją wzięli. To jest niedorzeczne. Kłamią i oszukaj tylko by nie wypłacić mogę każdą jedną kartę wysłać która mam i której jestem właścicielem. A o takim numerze nigdy nie posiadałem i nigdy nie płaciłem.

Dear MateuszAaapek, 

I have not received any email from you yet. My email address is katarina.d@caisno.guru.

What card are you referring to, please?

I can't send you a message, the server rejects it.

Nie mogę do pani wysyłać wiadomości serwer odrzuca

Dear MateuszAaapek, 

can you please try it again? My email is katarina.d@casino.guru

I'm sending it now. Please check

Już wysyłam. Proszę sprawdzić

Dear MateuszAaapek, 

Thank you for your email. I have reviewed your message and provided a response accordingly.

Please keep us informed of your next steps.

Today I will send the statement that Mr Bet expects from me

Dziś wyślę oświadczenie które mr bet ode mnie oczekuje

Dear MateuszAaapek, 

thanks for your message. Please let us know once the document is sent to the casino.

Dear MateuszAaapek,

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, I'm waiting for the appropriate papers to deliver to you because the ones I sent will not meet the requirements. It is a matter of a few days and I will attach them here on the website and send them to the e-mail address.

Best regards

Dear MateuszAaapek,

thanks for the update. I will await your email.

Hello. I received a message from the relevant authorities that the document will be available for collection this week.

Dear MateuszAaapek,

thanks for the update. Upon receipt of this document, please forward it to the casino at your earliest convenience. We kindly request that you keep us updated throughout the process.

Will there be any more documents needed? I'm waiting for some now, so I'll get the rest done at once. With one wait.

Czy będą jeszcze jakieś dokumenty potrzebne ? Oczekuję teraz na jedne to za jednym razem załatwię pozostałe. Za jednym oczekiwaniem .

Dear MateuszAaapek,

have you already forwarded the requested documents to casino, please?

Dear Katarina,

On our side, we do not see that the user has sent us a new document in the last few days. I also see that you are addressing the user in the last message, but the timer is set for our casino. If we need an update in the information, please clarify the request.

Thank you for your cooperation.

Dear Mr Bet Casino, 

thanks for the update. The timer was meant to be set for the player. I apologize for the mistake.

Dear MateuszAaapek,

I hope this message finds you well. I am writing to follow up on the status of the requested documents. Are there any updates or information you can share?

I sent the documents to the email address

Dokumenty wysłałem na adres e mail

Dear MateuszAaapek,

thanks for the reply. I have received your email. Have you forwarded this email to the casino as well?

Yes. The documents were sent in original and scanned versions to mrBet Casino.

Tak. Dokumenty zostały przesłane w oryginalnej jak i zeskanowanej wersji do kasyna mrBet.

Dear MateuszAaapek,

thanks for the prompt reply.

Dear Mr Bet Casino,

have you received these documents? Are you able to verify them?

Dear Katarina,

We have sent you an email with an update regarding the document upload and its checking. Thank you for reviewing it in advance. 

All the documents you expected and in the form they were managed were sent again. I'm waiting for the casino's response because apparently they are in the process of being verified. I also sent the documents for review.

Hello MateuszAaapek,

We would like to update you that due to Katarina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Katarina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Katarina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear MateuszAaapek,

thanks for the update.

Dear Mr Bet Casino,

thanks for your email.

Have you received the documents from MateuszAaapek? Were you able to verify them, please?

Dear Katarina,

we have sent a reply to your email with a clarification to your question. Thank you for viewing. 

Dear Katarina

Can I also get information whether MrBet Casino has already analyzed my documents?

Dear Katarina

czy mogę też uzyskać informację czy kasyno MrBet już przeanalizowało moje dokumenty ?

Dear MateuszAaapek,

Thank you for your continued patience. I assure you that I am making every effort to advance this case. I will promptly communicate any updates as soon as they become available.

Dear Mr. Bet Casino,

I have sent a follow-up email regarding this matter.

Dear Katarina,

Thank you for your e-mail. We have replied to it and look forward to receiving your reply. 

Dear Mr. Bet Casino,

thank you for your message, I have sent a follow-up email.

Dear Katarina,

we have replied to your clarifying e-mail. We would be grateful if you could check it. 

Dear Mr. Bet Casino,

thank you for your email.

Dear MateuszAaapek,

following the receipt of further information from the casino, I recommend that you comply with their request and submit the required documents. Please notify us once the documents have been dispatched.

All the documents they were expecting have been sent. I also sent them to you by e-mail. They wanted a certificate of no administrative proceedings and I provided one.

Wszystkie dokumenty które oczekiwali są wysłane. Pani również przesłałem je na e-mail. Życzyli sobie zaświadczenia o braku postępowania administracyjnego i takie dostarczyłem.

Dear MateuszAaapek,

thank you for your message, however I have not received any new email from you. Did you send the additional document to katarina@casino.guru?

Dear Mr. Bet Casino,

Could you please specify in detail the type of document you require? Additionally, it would be beneficial if you could indicate where you believe this essential piece of evidence could be obtained.

I would like to highlight that MateuszAaapek has submitted all requested documents, which have successfully passed the verification process. It is evident from the materials presented that he has nothing to conceal and that he won his winnings through fair means.

Dear Katarina,

We have sent you an email, please check it. Thank you in advance.

Dear MateuszAaapek,

Your account manager has also emailed you to specify the document we are expecting from you. Please check your email. We are grateful for co-operation.

Casino Mr Bet

An e-mail with explanations has been sent to you.

Dear Katarina

I sent you an e-mail

Casino Mr Bet

E-mail z wyjaśnieniami został do Państwa przesłany.

Dear Katarina

wyslalem Pani e maila

Dear Mr. Bet Casino,

thanks for the email. I have followed up with the answer.

Dear MateuszAaapek,

thanks for the email, I have sent you a response.

please keep us updated once you send the requested document.

Good morning.

I sent a message to you and the Casino

Dzień dobry.

przesłałem wiadomość do Pani i Kasyna

Dear MateuszAaapek,

thanks for your email.

Dear Mr. Bet Casino,

have you received the requested document?

Dear Katarina,

we received a document from the user and accepted it. The blocking was lifted and the amount was returned to the user's game account. Now the user can log in to his account. To withdraw funds the user needs to pass verification. 

The user's personal manager has already informed him about the requested documents.

We are grateful for the cooperation in this case. 

Dear Mr. Bet Casino,

thanks for the news.

Dear MateuszAaapek,

are you able to access your player's account? Are you in process of verifying your identity?

Yes. I logged into my account and sent my documents for verification. I hope this time the casino won't make any problems again.

Tak. Zalogowałem się na konto i wysłałem dokumenty do weryfikacji. Mam nadzieję że tym razem kasyno ponownie nie będzie robiło problemów.

Dear MateuszAaapek,

that is excellent news. Kindly keep me updated once your account has been fully verified.

Hello. I'm still waiting for verification from Friday. So nothing is progressing yet

Witam. W dalszym ciągu czekam od piątku na weryfikację. Także nic jak na razie nie postępuje do przodu

Dear MateuszAaapek,

thanks for the update.

Dear Mr. Bet Casino,

I would like to inquire about the status of MateuszAaapek's verification. Could you please expedite this process, considering the lengthy verification of his previous documents?

Hello. The account has already been verified. Now the casino told me to wait for the withdrawal verification

Witam. Konto zostało już zweryfikowane. Teraz kasyno kazało mi czekać na weryfikację wypłaty

Dear Katarina,

The user's first withdrawal request for 25,000 PLN has been processed. The next withdrawal request will be processed from 24.02. Please pay attention to the rule: 3.6.1. The maximum withdrawal amount processed to any given player is EUR 5,000 (or the currency equivalent) per week and EUR 15,000 (or the currency equivalent) per month, starting from the date of the last withdrawal, unless otherwise stated.

Thank you for the update, Mr Bet Casino. 

MateuszAaapek, could you please advise if you have received the payment?

Hello. I get paid but in installments.

Witam. Dostaje wypłaty ale ratalnie

Dear MateuszAaapek,

thanks for the update. I am glad you have received your first withdrawal. Please continue to submit new requests and keep me informed of their status. This complaint will remain open until you have received the entirety of your funds.

Dear MateuszAaapek,

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.

Okay. I will keep you updated on all my payouts. Sorry for not responding in time.

Dobrze. Będę informował na bieżąco o wszystkich moich wypłatach. Przepraszam za nie odpowiedź w czasie

Dear MateuszAaapek,

have you received any of the installments? If so, what is the remaining balance due to you?

Hello. There is still 10,000 left to be paid out by the casino.

Witam. Zostało jeszcze 10.000 do wypłaty przez kasyno

Dear MateuszAaapek,

thanks for the update. We will await your confirmation upon receipt of the remaining funds.

Dear MateuszAaapek,

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.

Dear MateuszAaapek,

have you received your remaining funds, please?

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.