Mr Bet Casino - Hráčův účet byl zablokován.

Good evening,

Got problems on my 4th withdrawal at Mr.Bet, my account was fully verified until this withdrawal.

When I wanted to withdraw my original winnings of 1600, it first said I still had bonus funds that I had not used and were deducted from me 98.59 and made a new withdrawal request of 1450.00 € this was e3 days in process until I was suddenly told that I should resubmit my ID document for verification even though I had already submitted everything 2 months ago and was fully verified. I have done this and uploaded my Italian identity card again, after 5 days back and forth I get the answer that my residence permit cannot be accepted because I am allegedly not registered in Germany. And that is a violation of the game guidelines. Then I contacted the chat again and tried to explain that I live in Germany and that the other documents can refute it.

My account was blocked, I contacted them again and asked what was happening with my balance and payout because I was told that it was being processed and was being processed at my bank.

I can no longer look at my account, but I have screenshots of my credit at mr. Bet to my gallery on mobile as proof.

In addition, I have now applied for an Eid ID to be able to clearly prove again that I am actually registered in Germany, even though Mr.Bet has received all the documents on my identity and various documents refute that I am registered here.

So far I have not received my money yet.

And the answer from the chat is always I should be patient because it's in progress.

What should I do or how should I proceed now.

Guten Abend,

Habe bei meiner 4. Auszahlung bei Mr.Bet Probleme bekommen, mein Konto war bis zu dieser Auszahlung vollständig verifiziert.

Als ich mein ursprünglichen Gewinn von 1600 auszahlen wollte hieß es zuerst ich hätte noch bonusgelder die ich nicht verwendet hätte und wurden mir98,59 abgezogen und tätigte ein neue Auszahlungsanforderung von 1450,00€ dies war e3 Tage lang in Bearbeitung bis auf einmal mir gesagt wurde das ich mein ausweiss Dokument erneut für die Verifizierung einreichen sollte obwohl ich schon vor 2 Monate alles eingereicht hatte und vollständig Verifiziert war. Dies habe ich habe ich getan und mein Italienischer Personalausweiss erneut hochgeladen, nach 5 Tagen hin und her bekomme ich die Antwort das mein Aufenthaltstitel nicht akzeptiert werden kann da ich angeblich nicht in Deutschland gemeldet währe. Und das ein Verstoß ist gegenüber der Spiel Richtlinien entspricht. Daraufhin habe mit dem Chat wieder Kontakt aufgenommen und versucht zu erklären das ich in Deutschland wohnhaft bin und das die anderen Dokumente es widerlegen können.

Mein Konto wurde gesperrt, habe wieder Kontakt aufgenommen und nachgefragt was mit meinen Guthaben und Auszahlung geschieht da wurde mir gesagt das es in Bearbeitung ist und an meiner Bank in Bearbeitung ist.

Habe keine Möglichkeit mehr an mein konto zu schauen habe aber Screenshots von mein Guthaben bei mr. Bet in meine Gallery auf dem Handy als Nachweis.

Zusätzlich habe ich jetzt eine Eid Ausweis beantragt um es nochmal deutlich nachweisen zu können das ich tatsächlich in Deutschland gemeldet bin auch wenn Mr.Bet alle Dokumente zur Identität bekommen hat und diverse Dokumente widerlegen das ich hier gemeldet bin.

Bis jetzt habe ich mein Geld noch nicht überwiesen bekommen.

Und die Antwort von den Chat lautet immer ich sollte mich gedulden da es in Bearbeitung ist.

Was soll ich tun oder wie soll ich jetzt vorgehen.

Dear corradolatino0, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that your Italian ID caused these problems?

Could you please confirm that you registered and always played from Germany?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here.

Looking forward to hearing from you.

Best regards, 

Kristina

hi kristina, yes it is correct Mr.Bet blocked me because of my Italian identity card although, I had previously uploaded all documents to Mr.Bet and they were verified 2 months ago.

The strange thing is that all this happened after I applied for my 4th payment, I was suddenly asked again to upload my ID again. I did this, then I got the answer from support that it was checked again internally.

So I asked again why I had to be verified again, although it was already fully verified on July 28th, 2022 because I had uploaded all the documents from the current account, electricity supplier registration certificate from the responsible authority in Hanover.

Despite all the documents that Mr.Bet had already confirmed, it was ignored, then I looked again at the verification, it was confirmed, strangely enough, the chat support ignored all of this and referred me that was supposedly not authorized to play because I wasn't living in Germany and demanded a residence permit, which I don't actually need because I'm an EU citizen and have been living in Germany for 22 years.

Suddenly he said I had violated the guidelines of mr.bet and was immediately thrown out of the chat and could no longer log in, but I still made a screenshot of my balance beforehand, but also of my confirmed verification which is in Mr.bet guidelines also stated that once you are verified then you don't need to worry for a while the payouts should be made after 24 hours. Etc.none of this fits together am very disappointed my money was already transferred but now i still have 1.59 € on my account plus the bonus money which was deducted from my balance without any damage even though i have been playing with my money for days.

Thank you for your reply, corradolatino0. Could you please confirm that you registered and always played from Germany?

Dear corradolatino0,

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, we’re forced to close this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.