Mr Bet Casino - プレイヤーのアカウントは永久に閉鎖されました。

after submitting extensive kyc including: identity documents, live selfie picture, live documents submission, payment proof , address proof etc..

originally i had submitted the identity document (passport ) and a few days later the mr bet verification system said the document wasn't accepted and to submit a new ID document again but at that time i had lost my passport so i paid to get a new one sent to me. once it arrived i submitted the new passport again both with the live software and on the website directly , with the selfie + passport as well..

Now they are saying my account is permanently locked due to violation of our platform Terms and Conditions, point 3.1.3. "You must provide all mandatory information requested on your registration form, including your identity, address, and contact details such as a valid email address, place of residence, phone number, date of birth, and relevant payment information. All information must be true and accurate. You may not use a PO Box as Your place of residence. It is Your responsibility to ensure that the information You provide is complete and correct. Be aware that we conduct verification procedures and that Your Member Account may be blocked or closed if You are found to have supplied false or misleading information or documents."

"Our appropriate department has detected that the personal data in your account does not correspond to true, correct data. It's important to have correct and accurate information in your account. By registering, each user accepts the same rules of our platform and agrees to comply with them. Our policy exists to ensure that all users enjoy a safe and comfortable experience on the platform."

Dear etiennegagne43,

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 confirm the exact dates when you initially submitted your identity documents (passport) and when you resubmitted the new passport?

Did you notice any discrepancies between the personal details you provided during registration and the details the casino is claiming were inaccurate?

Have you contacted customer support after your account was locked to clarify the exact reason for the account block?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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,

Dominika

the first live kyc i submitted was on February 1st. then on feb 6th i received a notification about resubmitting my passport. i resubmitted the same passport once more on the 9th . i then communicated with mrbet via email about their verification system not accepting my original passport for no apparent reason even tho it was perfectly fine. after that i lost my passport and started the process to make a new passport, eventually i received it and submitted the new kyc with the new passport i received on the 22nd of febuary via live Id + selfie submission on the website.

there is no discrepancy between the information i used to register and what i submitted.

i have contacted mrbet about what happened and ill submit all the screenshots of our communications on here.

Dear etiennegagne43, could you please share the documents you provided to the casino, along with the details you provided during registration? My email address is dominika.l@casino.guru.

Did you use payment methods registered in your name?

hello i sent you a detailed emailed outlining every document i sent to the casino with all the registration details. and yes , the payment methods were all registered under my name

Thank you very much, etiennegagne43, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@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.

Dear etiennegagne43, I've just reviewed your case and I’m sorry that you’re facing this challenge with verification. I will reach out to the casino and see what can be done to help you once they reply.

Dear Mr Bet Casino, I'd like to invite you to join this conversation and assist us in resolving the player's complaint. Could you please share more information regarding the case? Specifically, explain how exactly the player violated term 3.1.3. of your T&C and what incorrect data was provided.

I look forward to hearing from you. If you have any supporting evidence, please send it to my email at natalia.b@casino.guru.

Kind regards,

Natalia

Dear Natalia,

Thank you for your help in resolving the complaint. We have sent you an email and would be grateful if you could review it. 

Thank you for the email, Mr Bet. I have sent you a response with some follow-up questions. Let me know if you received it.

Dear Natalia,

We have sent you an email to clarify your questions, please review it. Thank you in advance.