Mr Bet Casino - プレイヤーのアカウントが予期せず閉鎖されました。

I registered on this site at the end of April,

received the welcome bonus, and started playing games.

I won big and had a balance of about ¥2,100,000, which I intended to withdraw.

Then, I was asked for identity verification documents, which I submitted,

and as the verification process went on, I was asked for a source of funds,

so I provided my withholding tax statement.

However, the review has been taking about a week and a half, and despite my repeated follow-up emails, the only response I get is that they will contact me as soon as the review is complete.

The support team keeps giving me the same response, and when I attempted to log into the site, I found my account was locked and I could not access it.

There have been no emails notifying me of the account closure or anything of the sort,

so I am anxious about whether I will be able to withdraw my funds from this site.

Because of this, I am filing this complaint, hoping for some assistance.

私は4月末にこのサイトを登録して、

初回入金ボーナスを受け取りゲームをしました。

そして大きな勝利をして日本円で約2100000円ほどの残高になり出金しようと思いました。

そうしましたら、本人確認書類等の要求があり、提出しまして

認証を進めていくと資金の調査要求が来て

源泉徴収票を提出しました。

しかし審査が約一週間半ほどかかっていてメールにて催促していたのですが、審査が完了次第すぐ連絡しますと、同じような返事しか来ません、そしてサポートからいつもと同じような連絡が来てまして、サイトに入ろうとしましたら、アカウントロックされてサイトに入ることができませんでした、

メールにてアカウント閉鎖などのお知らせ等はありませんが、

こちらのサイト出金してくれるのか、

不安になり手助けしていただきたいと思い、クレームを出させていただきました。

Dear riochan120355,

Thank you very much for submitting your complaint. 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 which games you focused on - slots, live casino, sports betting, etc.?
• Do I understand correctly that the casino hasn't approved all your documents yet?
• Also, do I understand correctly that you accumulated your winnings with the welcome bonus?

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

Best regards,

Kristina

I played a game called LIMBOXY and won a big prize.

Play a game called Oiran Dream

I think Oiran Dream has the most number of games.

They requested documents such as a source of funds investigation and I submitted my tax withholding slip, but while they were investigating these documents my account was locked, so I don't even know if my application has passed the screening.

I'm playing using the welcome bonus.

LIMBOXYというゲームを遊んで大きな賞金がでて

花魁ドリームというゲームをプレイして

主に花魁ドリームのゲーム数が一番多いと思います。

書類は資金源調査みたいな書類を請求してきまして、源泉徴収票を提出しました、こちらの書類を調査していますの段階でアカウントロックされまして、審査が通ってるのかどうかもわからない状況です。

ウェルカムボーナスを使用してプレイしてます。

Thank you very much for your reply, riochan120355. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I'm sorry that there are so many images.

When you interact like this,

Finally, my account was locked without any notice.

Although I submitted the certification documents,

By the time authentication is complete, the account is locked.

I don't know why I prepared all those documents.

I can only think of it as harassment from the casino.

画像が多くなってしまい申し訳ございまさん。

このようにやり取りをしていると、

最後に通知なしにアカウントロックされて、

こちらは認証などの書類を出したのに、

いざ認証が終わる頃には、アカウントロック

なんのために私は色々な書類などを準備したのかわかりません。

カジノの嫌がらせとしか思えません

Thank you very much, riochan120355, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) 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 riochan120355,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

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

Dear Mr Bet Casino,

Would you please provide additional details as to why the player's account was closed? If the information can't be shared publicly, please forward it to me at michal.k@casino.guru

Nothing more has been revealed

これ以上のことは明かされていません

Dear Michal,

We have sent you evidence of the user's violation under section 9.5. Thank you in advance for reviewing this.

Thank you for your email and provided evidence Mr Bet Casino Team.

Dear riochan120355,

After gathering all the necessary information, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - there are reasonable grounds to believe we are talking about bonus abuse and multiple accounts or close collusion/strong connections between several casino accounts.  All of the accounts utilized the same or very similar bonuses, with the same or very similar gameplay detected in identical games. Additionally, the same payment method was used, and the deposits across all accounts were either the same or very similar. These factors indicate that this can’t be considered just a mere coincidence and suggest that your account may be part of a group potentially engaging in bonus abuse. Casinos have a very strict policy regarding multiple account cases that have been used in this way. With all this in mind, the steps the casino team has taken are justified and we will subsequently reject your complaint

I am sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we try our best to help.

Best regards,

Michal

Casino.Guru