Mr Bet Casino - プレイヤーのアカウントは閉鎖されました。

My account was suddenly closed and blocked under the terms and conditions 9.5.

However, I have not done anything that would fall under this clause, and it is impossible that I have received funding from a third party.

Even though they said they would provide an answer immediately after I asked them to show proof of these allegations, they have not responded to my emails.

This issue also involves their unreasonable KYC delay tactics.

For several months, every time I submitted one document, they would ask for another, causing intentional delays in the KYC process and identity verification.

アカウントが突如閉鎖されて利用規約9.5.を提示されてアカウントがブロックされました。

しかし、この利用規約に該当するようなことは何一つしてませんし、第三者の出資を受けたなどというのもあり得ない話です。

彼らに私が第三者の出資を受けたという証拠を示してほしいと連絡を入れてから、直ぐにでも回答するという返事があったにも関わらず、彼らはメールに返答をしておりません。

この問題は彼らの常識を逸したKYCの遅延行為を行ったことも問題です。

一つの書類を出せば次の書類といった感じで数か月間もの間、身分証明書の問題やKYCプロセスで意図的な遅延行為をされました。

Dear kassan7,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Mr Bet Casino.

Let me refer to the rule in question: https://mr.bet/terms

9.5. If, in Our sole determination, We have evidence that an account or group of accounts is being operated systematically (e.g., wagering as a group), multiple accounts have been opened to receive bonuses or other promotional offers, an account has been opened or funded (directly or indirectly) by a third party, or any other prohibited activity as defined above has taken place, We reserve the right to block or terminate all such accounts. We shall be under no obligation to pay out any funds that may be in the account(s) or refund any deposits made on the account.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long you were a casino player and when exactly your account was blocked? 
• Could you please list which documents you submitted to the casino so far?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Did you achieve your current balance with the help of a 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,

Tomas

>Can you tell us how long you were a casino player and when exactly your account was blocked?

I think I registered sometime between April and May, and I think I was blocked on September 16th. I received the email on that day.

>Can you please list the documents you have submitted to the casino so far?

After submitting one document, they asked me to submit the next one, and even for the same payment wallet documents I submitted on the site, they delayed my submission by asking me to send them by email after some time had passed.

The documents you submitted include both sides of your ID and your address verification document.

It covers a wide range of documents such as pay slips, tax withholding slips, payment wallets, and camera authentication.

It's hard to keep track of all the submissions and additional documents

>What games did you play to accumulate your current casino balance? (slots, live games, sports bets)

It's been so long that I can't really remember

>Did the bonus help you achieve your current balance?

Yes, you should have used your bonus to get to this balance.

>あなたがカジノプレイヤーだった期間と、アカウントがブロックされた正確な時期を教えていただけますか?

登録したのは4月~5月の間だと思います　ブロックされた時期は9/16だと思います。この日にメールが届いてました

>これまでカジノに提出した書類をリストしていただけますか？

彼らは一つの書類を出すと次の書類を出すようにいったり、同じ決済ウォレットの書類もサイト内で提出をさせてから、時間経過してからメールで送るようになど遅延行為を何度もされました。

提出した書類については、身分証明書の両面、住所確認書類

給与明細、源泉徴収票、決済ウォレットの書類を複数、カメラによる認証など多岐に渡ります

何度も提出と追加書類によって把握しきれません

>カジノの現在の残高を貯めるために、どのゲームをプレイしましたか? (スロット、ライブゲーム、スポーツへの賭け)

期間が開きすぎて流石に覚えていません

>ボーナスのおかげで現在の残高を達成できましたか?

はい。ボーナスを使用してこの残高になったはずです

Thanks for your reply and explanation of the situation.

Could you please share your interaction with casino support to support your case? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Most of the communication has taken place via the site's live chat, and we have asked the other party to provide us with the complete account of what has happened so far.

If you don't mind, could you please contact them and ask them to make all the live chat conversations public?

ほとんどのやり取りがサイトのライブチャットで、これまでの一連の経緯を相手側に提供してほしいと連絡をしています

よろしければtomasさんからもライブチャットの全てのやり取りを公開するよう彼らに連絡を入れてもらえませんか

Without the details from your side, it is difficult to argue in your favor. Kindly provide any evidence you were in contact with the casino where you discussed the issue or the communication regarding the accusations against you. I apologize for the inconvenience.

I contacted them and asked them to disclose all information about past interactions, and they contacted me to confirm with another agency.

If a few more days pass and they have not been disclosed, I will send you the remaining information, which may be limited.

彼らにこれまでのやり取りの情報をすべて開示してほしいと連絡をいれ、別の機関に確認を取るような連絡をもらいました

もう数日経過して、それらが開示されないようでしたら、限定的な内容になるかもしれませんが残っている情報を送ります。

Dear kassan7

At this stage of the complaint, we depend on the information and proof you decide to share. I would kindly ask you to share the evidence with me for review. My email is tomas@casino.guru

If you have trouble sending the email to me please inform me in the complaint thread.

Please wait a bit on this one

I've become busy with another matter.

こちらに関しては少し待ってください

別件で忙しくなってしまいました

I'll await your reply. I'll set the timer of the complaint to an additional 7 days.

Dear kassan7,

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.

I'm sorry for bothering you so often.

I have requested past chat history through live support, and the other party has sent me the following email, so could you please wait for that?

There isn't much past correspondence between them in the emails and screenshots, so if they could provide the chat transcript I think we would be able to move more smoothly towards resolving the issue.

I would be grateful if you could contact them to provide a live chat connection.

Here is the answer from Mr.Bet:

>This is Mr.Bet's customer support center.

Thank you for contacting us.

This is a request to communicate with us.

After checking the information on the system, we found that the request had indeed been passed on to the relevant department by the customer support staff.

The matter is currently being processed by the relevant department.

It may take a little longer,

We will contact you as soon as we have any information from the relevant department.

Please wait until the process is complete.

たびたび申し訳ないです。

ライブサポートから、過去のチャット履歴のやり取りを申請しており、相手側が以下のメールを送っていますので、まだ待っていてもらえますか？

メールとスクリーンショットには、余り過去のやりとりがないので、彼らがチャットの内容を提供してくれれば、問題の解決にスムーズに進めると思っています。

彼らにライブチャットのやり取りを提供するように連絡を入れていただけると嬉しいです

以下、ミスターベットからの回答です

>ミスターベットのお客様サポートセンターでございます。

お問い合わせをいただき、ありがとうございました。

弊社とのやり取りのご依頼ではございますが、

システムにて情報をご確認いたしましたところ、ご依頼は担当部門に確かにお客様サポート担当者から申し送られており、

ただいま担当部門において処理中となっております。

もうしばらく時間がかかる恐れがございますが、

担当部門の担当者より何らかの情報があり次第、随時にご連絡いたします。

処理が終わるまでお待ちくださいますようお願い申し上げます。

Mrbet has disclosed all the details of their live support inquiries.

I have attached the file to your email address, so please check it.

If there's anything else you need, please get in touch.

Mrbetよりライブサポートの問い合わせ内容を全て開示してもらいました。

メールアドレスにファイルを添付しましたのでご確認お願いします。

他にも必要なものがあれば連絡をお待ちしています。

Thank you very much, kassan7, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@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.  

Hi kassan7,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Mr Bet Casino to the conversation to participate in the resolution of this complaint.

Dear Peter,

We have sent you additional explanations regarding the case of the user. We would greatly appreciate your time and consideration in reviewing this information.

Please let us know if there is anything further we can assist you with.

Thank you Mr Bet Casino team for your email. We are currently reviewing the data.

Dear Mr Bet Casino team,

I sent you some additional questions by email.

Dear Peter,

we have provided you with a reply regarding your clarifications in an email, please check it. 

Thank you Mr Bet Casino team for the evidence.

Dear kassan7,

Unfortunately, the evidence indicates collusion with other accounts, thus supporting the casino's claims. Such practice is strictly forbidden in most casinos across the industry. I'm afraid we won't be able to help you with this one and have no other choice but to reject your complaint. If you disagree with our decision, please turn to the casino's licensing authority (https://casino.guru/licensing-authorities/curacao-license). I wish I could be of more help.

Best regards,

Peter