Mr Bet Casino - Igrački nalog je zatvoren bez upozorenja.

The problem is that for the past week or two, I've made several deposits into my account. Then I tried to withdraw $1073, and 48 hours after my withdrawal request, my account was blocked. I received no notification of this—no warning before playing, no warning before they closed my account, and no warning afterward. Yet, in my history, I had already made withdrawals with this account in 2023... I went back to playing in 2026, unaware that I had other accounts, and now my $1073 has been stolen and my winnings are gone. Then I went on live chat without logging in, and they told me my account was closed because I had multiple accounts and that all my winnings were lost... in fact, they stole them from me.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear rufyrider,

Thank you very much for submitting your complaint. I’m sorry to hear about the problem you are experiencing with your account being blocked and your winnings confiscated.

From your description, the casino has closed your account due to suspected multiple accounts, which is a serious allegation and something we need to clarify carefully before proceeding.

To better understand your situation, could you please provide the following details:

• Have you ever created more than one account at this casino in the past, even unintentionally (for example using a different email or login method)?
• Is it possible that someone else (family member, friend, or colleague) may have used the same device or internet connection to access this casino?
• Have you ever used a VPN, shared network, or public WiFi while playing?
• Have you completed KYC verification at any point, either previously or recently?
• Do you have any email communication from the casino explaining the closure or providing further details about the alleged multiple accounts?

Please also note that casinos usually allow only one account per player, and if multiple accounts are detected (even unintentionally), they may restrict or close accounts and confiscate winnings. However, we will need to verify whether this was applied fairly in your case.

If you have any relevant communication (emails, chat transcripts, or screenshots), please feel free to upload them here or forward them to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Dear Petronela,

Thank you for your response and for reviewing my case.

I would like to clarify the situation as accurately as possible:

• Yes, I did create two accounts in the past, but not intentionally to violate any rules. My first account was created in 2023 and used normally, including successful withdrawals.

• In 2024, I created another account using a different email address, as I did not clearly remember having an existing account. After some time, I decided to stop playing and requested the closure of that second account. It was closed at my request, and I was no longer able to access it.

• Since that account was closed and inaccessible, I believed I only had one active account remaining.

• In 2026, I returned to my original account (from 2023), made deposits, and played normally. At no point did I have access to or use multiple accounts simultaneously.

• I did not use any bonuses, and I did not attempt to gain any unfair advantage.

• I have never shared my account, device, or connection with anyone else, and I did not use a VPN.

• I had previously completed withdrawals successfully, which indicates that my account had already been accepted and verified by the casino.

• I have email communication confirming the closure of my second account and the recent closure of my active account after requesting a withdrawal. I can provide these if needed.

Given these facts, I believe this was an honest mistake rather than an intentional violation. The second account was closed long before the events in question, and I had no access to it.

I respectfully believe that confiscating both my winnings and my deposited funds is disproportionate, especially since the casino allowed me to deposit and play without restriction.

I am happy to provide any additional information or evidence required.

Thank you for your time and assistance.

Kind regards,

Mathias G********

Dear Petronela,

Thank you for your reply.

Please find attached the relevant email communications with Mr Bet, including:

- Confirmation of the closure of my second account in 2024

- The casino’s response regarding the closure of my current account

- Their final decision refusing both my winnings and deposited funds

These documents confirm that my second account was closed at my request and was no longer accessible.

I hope this helps clarify my situation further. Please let me know if you need any additional information.

Kind regards, 

Mathias G********

I would also like to refer specifically to clause 3.2.1 of the casino’s Terms and Conditions regarding duplicate accounts.

According to clause 3.2.1, while only one account per player is allowed, it is also stated that in case of duplicate accounts, the casino may choose to keep one account active and transfer the remaining balance from the duplicate account, rather than automatically confiscating all funds.

The clause also mentions that if a player wishes to open a new account, they should contact customer support so that the previous account can be closed.

In my case:

- My second account was already closed at my request in 2024

- I had no access to it anymore and could not log in

- I was only using one account in 2026 (my original account)

Despite this, the casino chose to apply the most severe outcome by confiscating both my winnings and my deposited funds, instead of applying the alternative solutions described in clause 3.2.1.

I believe this application of the rule is inconsistent and disproportionate, especially considering that:

- I did not use multiple accounts simultaneously

- I did not use any bonuses

- I did not gain any unfair advantage

- The casino allowed deposits and gameplay without restriction

For these reasons, I respectfully request that my case be reviewed in light of clause 3.2.1 and that a fairer resolution be considered.

I would like to clarify an important point regarding my second account.

In 2024, I contacted the casino and explicitly requested the permanent closure of that account. This can be clearly seen in my email, where I specifically asked for the account to be closed permanently.

However, I never received any confirmation or response from the casino regarding this request.

After that, I was no longer able to log in or access the account, which reinforced my understanding that the account had been closed or permanently deactivated.

At no point did I attempt to access or use that account again, and I had no intention of maintaining multiple accounts.

If the account was only internally blocked and not fully closed, this was never communicated to me, and I had no way of knowing this.

Therefore, I acted in good faith, based on my explicit closure request and the fact that I no longer had access to the account.

Dear Petronela,

I would like to clarify the full timeline of my situation as clearly as possible.

In 2023, I created my first account and used it normally, including successful withdrawals.

In 2024, I created a second account using a different email address, as I did not clearly remember that I already had an existing account. I used this second account for a short period.

After that, I decided to stop playing and contacted the casino to request the permanent closure of this second account. In my message, I clearly stated that I wanted the account to be closed permanently due to gambling-related concerns.

The casino responded by applying a temporary limitation instead of permanently closing the account. I then replied again, clearly insisting that I wanted the account to be closed permanently. However, I never received any further response or confirmation, and I was no longer able to access that account.

This is an important point: despite clearly stating that I had gambling-related concerns and requesting a permanent closure, no proper action was taken to fully close or permanently restrict my account.

I would also like to clarify that when I requested account closure in 2024 due to gambling-related concerns, my intention was to stop playing entirely, not just to close a specific account. At that time, I was not fully aware that I had more than one account, and I relied on the casino to properly handle my request. No additional checks or measures were taken to identify or restrict any other account that may have been associated with me.

Based on this, I believed that the situation had been resolved and that I no longer had access to that account.

In 2026, I returned to the casino and logged into my original account from 2023. I was able to deposit funds and play without any restriction or warning, despite my previous request for permanent closure due to gambling concerns.

At no point did I use or have access to more than one account simultaneously.

After winning $1,073 and requesting a withdrawal, my account was suddenly closed due to "multiple accounts."

I understand that two accounts existed at some point in the past. However:

- This was not intentional

- I never used both accounts at the same time

- I explicitly requested the permanent closure of the second account

- I had no access to that account afterward

- I did not use any bonuses or gain any unfair advantage

Additionally, the casino allowed me to deposit and play in 2026 without any restriction, even though I had previously expressed gambling-related concerns and requested full account closure. The rule was only enforced at the moment of withdrawal.

I would also like to refer to clause 3.2.1 of the casino’s Terms and Conditions, which states that in cases of duplicate accounts, the casino may choose to keep one account active or transfer the remaining balance, rather than automatically confiscating all funds. In my case, this option was not applied.

For these reasons, I believe this situation resulted from an honest mistake, combined with a failure to properly process my account closure request, and that the decision to confiscate both my winnings and deposited funds is disproportionate and inconsistent with the casino’s own Terms.

Thank you for your time and consideration.

Kind regards, 

Mathias G******

Dear Petronela,

I hope you are well. I noticed the response timer has expired, so I just wanted to kindly follow up regarding the status of my complaint.

Please let me know if any further information is needed from my side.

Thank you for your time and assistance.

Kind regards, 

Mathias G******

Hi rufyrider,

First of all, please accept my sincere apologies for the delayed reply, and thank you very much for your patience as well as for providing such a detailed explanation and supporting documents.

I truly appreciate the time and effort you have put into clarifying the full timeline of events. The information regarding your previous account closure request in 2024, especially in relation to gambling-related concerns, is particularly important and has been carefully noted.

Before we proceed further with the assessment of your case, I would like to kindly clarify a few key points:

• Could you please confirm whether the account you requested to be permanently closed due to a gambling problem in 2024 was fully verified (KYC completed)?
• Additionally, can you confirm whether both of your accounts (the one from 2023 and the one created in 2024) were registered under the same personal details (such as name, date of birth, address, etc.)?

These details are very important for us to better understand how the accounts were linked from the casino’s perspective and whether the situation could have been identified and handled differently on their side.

Thank you.

Dear Petronela,

Thank you for your reply.

To clarify:

1. Regarding the account I requested to be permanently closed in 2024 due to gambling-related concerns, I do not clearly remember whether full KYC verification had been completed on that specific account.

2. I had previously used the casino normally and I remember having successful withdrawals in the past. If I remember correctly, withdrawals may have been processed on both accounts, although I am not completely certain and do not wish to provide inaccurate information.

3. As far as I remember, both accounts were registered using my real personal details, including my name and personal information. I did not attempt to hide my identity or use false information.

For this reason, I believe the casino was in a position to identify the connection between the accounts and could have handled the matter earlier, rather than allowing deposits and gameplay and only taking action once I requested a withdrawal.

Please let me know if any further clarification is needed.

Kind regards, 

Mathias G******

Hi rufyrider,

Thank you very much for your reply and for clarifying these details.

If both accounts were registered using the same personal information, then ideally the casino should have been able to identify the connection between them earlier and take appropriate action already back in 2024, particularly after your request to close the second account due to a gambling problem. Unfortunately, at this point, we can only speculate as to why this was not done on their side.

To better understand the overall impact of the situation, I would like to ask you one additional question:

• Could you please confirm how many deposits you made into your original account (from 2023) after the second account was closed in 2024?

This information will help us assess whether the account remained active and used over a longer period without any intervention from the casino, which may be relevant for the fairness of their decision.

Thank you in advance for your reply.

Dear Petronela,

Thank you for your reply.

To be fully honest, I do not clearly remember whether I made any deposits into my original 2023 account between 2024 and 2026, so I do not want to provide inaccurate information.

What I can confirm with certainty is that in 2026, I returned to my original account and made approximately seven deposits totaling around CAD 760.

These deposits were accepted by the casino, and I was able to play normally without any restriction or warning until I requested a withdrawal.

This is why I believed the previous situation had already been resolved.

Please let me know if any further clarification is needed.

Kind regards, 

Mathias G******

Dear rufyrider,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Munya (munya.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Dear rufyrider,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Mr Bet Casino to join this conversation and assist in addressing the complaint.

Dear Mr Bet Casino,

Could you please provide your comments regarding this situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Dear Munya,

We would like to inform that the account has been blocked in accordance with clause 3.1.2 of our Terms and Conditions: You are permitted to have only one Member Account. If You attempt to open more than one Member Account, any additional betting accounts You try to open will be blocked or closed, and any bets or winnings from those accounts may be voided at the discretion of the casino administration.

We would like to emphasize that all members are required to review and accept the Terms and Conditions prior to account registration.

Please also note that the second account associated with the same customer was identified and blocked promptly after being detected.

Kind regards,

Mr Bet Team

Mr Bet Casino

Thank you for your prompt response and for providing your clarification. I completely agree that it is essential for players to understand the Terms and Conditions and to adhere to them. However, I feel it is important to address some conflicting information regarding the management of the second account. Could you please refer to the email sent by the player on June 27, 2024, and clarify whether the second account was closed at the player's request or if it was automatically detected and blocked on your end? Your assistance with this matter would be greatly appreciated.

Dear Munya,

As for the second account, the customer requested its closure via live chat with our customer support representative on June 27, 2024. On the same day, our representative followed up by email to clarify the reason for the account closure. The customer responded that the decision was due to issues related to gambling. On the morning of June 28, 2024, the account was duly blocked, and a confirmation email regarding the account closure was promptly sent to the customer by our customer support team.

Kind regards,

Mr Bet Team

Mr Bet Casino

Thank you very much for your prompt response and for confirming that the second account was closed at the player's request on 27 June 2024, followed by the subsequent closure on 28 June 2024. I would like to respectfully ask for your reconsideration regarding the decision to close the player's original account and to confiscate their winnings based on the following points:

1. The player has admitted to opening two accounts, which demonstrates a level of honesty.
2. The second account was indeed closed at the player's request.
3. At the time of the player's deposits and gameplay in 2026, the second account had been closed for nearly two years, as you have confirmed.
4. The player did not utilize the accounts to claim any bonuses and therefore cannot be categorized as a bonus abuser or hunter.

I am raising these points in light of our commitment to fair gambling practices, as outlined in the Fair Gambling Codex provided by Casino Guru. This guide details our approach to the issue of multiple account opening, and I encourage you to review it by following this link;https://casino.guru/guide/fair-gambling-codex-for-casinos#duplicate-accounts

I look forward to your comments. Your cooperation is greatly appreciated.

Dear Munya,

We have sent you an email with additional details regarding the case. Please take a look at your convenience.

Best regards,

Mr Bet Team

Mr Bet Casino

Thank you for your email. I have provided a response, and I would sincerely appreciate your feedback on my reply.

rufyrider

I will provide you with an update once my ongoing discussion with the casino through email has concluded. Thank you for your understanding and patience during this process.

Dear Munya,

Please check our email at your convenience.

Kind regards,

Mr Bet Team

Mr Bet Casino

Kindly check my response to your email and provide your comments.

Dear Munya,

Please take a look at our email at your convenience.

Kind regards,

Mr Bet Team

Dear rufyrider,

I would like to inform you that the casino has completed a further review of your case and has decided to refund all deposits made on the second account, minus any amount previously withdrawn.

The casino maintains its position that the creation and use of multiple accounts constituted a breach of its Terms and Conditions, specifically clauses 3.1.2 and 3.1.4, which were accepted upon registration. However, despite this, the casino has agreed to make the above refund following a re-evaluation of the circumstances surrounding your complaint.

I appreciate the cooperation shown by both parties throughout the discussion and welcome the casino’s willingness to reconsider the matter and reach a more balanced outcome.

Please let me know once the refund has been processed or if there are any further developments regarding the payment.

Kind regards,

Munya

Dear Munya,

Thank you very much for your assistance and efforts throughout this process. I truly appreciate the time and attention given to my case.

At this moment, I have not yet received any communication or instructions from the casino regarding the refund process. I will provide an update once I receive further information or once the refund has been processed.

Kind regards,

rufyrider

rufyrider

Thank you for your response. I will hear from you.

Dear Munya,

Thank you again for your assistance and efforts throughout this process.

At this moment, I have still not received any communication or instructions from the casino regarding the refund process, the refund amount, or the next steps.

Since both of my casino accounts are blocked, I am unable to access any account information, transaction history, or payment options on my side. I also have not received any email communication directly from Mr Bet regarding how the refund will be processed.

Could you please clarify what the expected next steps are and whether the casino intends to contact me directly regarding the refund?

Kind regards, 

rufyrider

Mr Bet Casino

Kindly advise on the appropriate next steps so the player may have a clear understanding of what to expect moving forward. Once again, thank you for your decision to issue the refund to the player.

Dear Munya,

Please note that the account is now unblocked and suspended. We kindly ask the customer to create a withdrawal request.

Kind regards,

Mr Bet Team

Dear Munya,

Thank you for the update. I was able to access the account and I can see the refundable balance available for withdrawal.

However, I am currently unable to submit the withdrawal request because the website requires phone number verification and the system repeatedly rejects my number. After several attempts, the verification system is now temporarily locked due to too many failed attempts.

I would also like to point out that I have had the same phone number for approximately 15 years and it has not changed, so I do not understand why the system is rejecting it.

Could the casino please assist in resolving this issue or advise on an alternative way to process the withdrawal?

I have screenshots available if needed.

Kind regards,

rufyrider

I would like to provide a quick update regarding the withdrawal process.

I contacted Mr Bet live support regarding the phone verification issue preventing the withdrawal request. I was informed that they are currently updating the phone number manually on their side and that I should receive an email once the process has been completed.

I will provide another update once I receive further communication or once the withdrawal request has been submitted successfully.

Kind regards,

rufyrider

Dear all,

I am grateful for everyone's proactive approach towards finalising this case. The progress is noted with thanks, and I hope to receive an update as soon as possible, especially from the player.

Regards.

Dear Munya,

I would like to provide an update regarding the withdrawal process.

After the account was reopened, I attempted to submit a withdrawal request. However, I was unable to do so because the phone verification system would not validate my phone number. I contacted the casino support and the issue was escalated to the relevant department for manual review.

Today I followed up with the casino again and was informed that they are still awaiting a response from the responsible department. Casino support also advised me that this type of request can take up to 28 days to process.

I must admit that I am somewhat confused by this situation, as the refund decision has already been made and I have been actively trying to complete the withdrawal process. At the moment, I am still unable to submit the withdrawal request due to the unresolved phone verification issue.

I will provide further updates as soon as I receive additional information from the casino.

Kind regards,

rufyrider

Dear Munya,

I am becoming increasingly concerned about this situation.

The casino has acknowledged that my personal phone number cannot be used due to technical reasons. This is the same Canadian phone number I have had for approximately 15 years and it is the only personal phone number I own.

Despite this, the casino continues to insist that I provide another personal phone number. I have explained multiple times that I do not have another personal phone number available.

After numerous contacts with support, several escalations, a manual review, email exchanges, and multiple attempts to resolve this issue, the casino still has not provided any alternative solution. Their only position remains that I must provide a different personal phone number.

The problem is that this is not something I can do. I only have one personal phone number, and the casino has already determined that it cannot be used for technical reasons.

I have fully cooperated throughout this process, provided all requested information, and followed every instruction given to me. However, despite all efforts made to resolve the issue, I remain unable to complete the withdrawal because no practical alternative has been offered by the casino.

I have retained all emails and chat transcripts and can provide them if required.

Kind regards,

rufyrider

Dear Munya,

I would like to provide an update.

The casino contacted me by phone today and successfully verified my new phone number. The phone verification only took a few seconds and the phone number issue now appears to be resolved.

In order to proceed with the verification process, I ultimately had to obtain and activate a new Canadian mobile phone number through a Canadian mobile provider at my own expense (approximately CAD $20), as my original personal phone number could not be used despite numerous attempts to resolve the issue with the casino.

Following the verification, I was able to submit a withdrawal request for the available balance. The withdrawal is currently showing as pending.

I will continue to monitor the situation and will provide another update once the withdrawal has been processed or if any further issues arise.

Thank you for your assistance throughout this process.

Kind regards,

rufyrider

rufyrider

Apologies for a late response. I am glad that a way forward was found, despite all the hurdles you encountered. I am looking forward to good news. Keep me updated.

Dear Munya,

I would like to provide another update and ask for your assistance.

After finally resolving the phone verification issue and submitting my withdrawal request, I am now facing another problem with the casino’s verification system.

MrBet requested verification of my payment method. I uploaded my bank statement and additional documents, including proof of my Interac profile showing my name, email address and phone number. However, their automated verification system continues to reject my documents.

I contacted support, but they were unable to provide any solution or manual assistance. The only information I received was that I must wait.

At this point, I am honestly discouraged. I have spent weeks trying to resolve one issue after another, and every time a problem appears to be fixed, a new obstacle arises. My withdrawal is still pending and I no longer know what else I can do to satisfy the verification requirements.

Could you please assist me once again and, if possible, involve MrBet directly so that this matter can finally be resolved once and for all?

Thank you very much for your continued help and support.

Kind regards,

rufyrider

rufyrider

I am truly sorry that you are now facing a new challenge. I do understand how draining it can be on your side. I wish to assure you that I will continue doing my best to have your case solved. I will engage the casino both on this thread and via email.

Mr Bet Casino

Could you kindly provide your comments regarding the situation?

Dear Munya,

At this stage, we kindly ask the customer to provide a valid Proof of Identity (POI) document.

The previously submitted document could not be accepted because the image quality was insufficient for verification.

We kindly ask the customer to resubmit clear, high-resolution photos of the document, ensuring that all details are fully visible and legible.

Kind regards,

Mr Bet Team

Dear Munya,

I am extremely frustrated by this response.

MrBet states that my Proof of Identity was rejected because the image quality was insufficient. However, I have already submitted the document multiple times and the photos are clear, high-resolution, and fully readable.

At this point, I genuinely do not understand how the quality can be considered insufficient. If necessary, I am willing to provide the photos directly so that their quality can be reviewed.

I have spent weeks resolving one issue after another, including obtaining a new phone number at my own expense, completing the phone verification process, submitting my identity documents multiple times, and providing payment verification documents.

I respectfully ask MrBet to review the documents carefully and help bring this matter to a conclusion, as I feel I have done everything reasonably possible on my side.

Kind regards,

rufyrider

rufyrider

If you feel comfortable, I would appreciate it if you could share the Proof of Identity with me via email at munya.s@casino.guru. I will review it and provide you with the necessary guidance. Thank you for your cooperation.

Dear Munya,

Thank you for your assistance.

I have just sent you an email with all the requested documents and a detailed explanation of the situation, including my driver’s licence, bank statements, and the information regarding the payment methods used on my MrBet account.

Thank you again for taking the time to review everything.

Kind regards,

rufyrider

rufyrider

Thank you for sharing. I have reviewed the documents, and have engaged the casino via email seeking further clarifications on what they expect. I am awaiting the casino's response.

Dear Munya,

We have sent you an email. Please take a look at your convenience.

Kind regards,

Mr Bet Team

Mr Bet Casino

Thank you for the guidance provided by email. The player has since uploaded proof of identity as you advised, which I have reviewed and found to be clear and compliant with the expectations you shared.

rufyrider

Kindly update after you get a response to your recent upload.

Dear Munya,

I hope you are doing well.

I wanted to provide you with a brief update. I uploaded the passport to the Mr Bet verification system on June 17, 2026, as requested. The system indicates that verification should normally take up to 48 hours, but I am still waiting for a decision.

I contacted Mr Bet support and was informed that they are currently receiving a higher volume of requests than usual, which may be causing delays.

However, I am struggling to understand why this process is taking so long. I have been cooperating for weeks, providing every document requested, and I am still waiting for progress regarding my withdrawal of CAD 606.50.

If possible, could you please ask the casino for an update on the status of my verification and whether there are any additional documents or requirements outstanding? My concern is that after waiting several more days, I may simply be asked to provide another document and face further delays.

At this point, I am simply hoping for a fair and timely resolution of this matter. I have no intention of giving up on recovering my funds, but the repeated delays have been very discouraging.

Thank you again for your continued assistance and support.

Kind regards,

Mathias Guillot

Dear Munya,

I would like to bring an important issue to your attention.

Today, when I attempted to log into my Mr Bet account, I was presented with a message stating that my account has been blocked under section 5.4 for multiple accounts. The message specifically states that only one account is allowed, that multiple accounts are prohibited, and that balances may be confiscated.

This is what confuses and worries me.

The multiple account issue was already discussed and reviewed months ago. Following that review, Mr Bet reopened the process and allowed me to continue with the withdrawal and verification procedures. Since then, I have spent weeks complying with every request made by the casino, including obtaining a new phone number, completing a phone verification call, submitting identity documents multiple times, providing bank statements, and most recently uploading my passport.

I also want to make it clear that since this matter was raised, I have not played on the account, I have not opened any new account on Mr Bet, and I have not taken any action whatsoever other than following the instructions given to me by the casino and completing every verification step they requested.

What concerns me even more is that I never received any email or notification informing me that my account had been blocked again under section 5.4. I only discovered this message because I logged into Mr Bet to check the status of my verification and the withdrawal of my deposits, which I understood was the process we had agreed to follow.

Because of this, it makes no sense to me that the system is now displaying a multiple account block message again. If the multiple account issue had not been resolved, I do not understand why I was instructed to continue all of these verification steps and why my withdrawal request remained active.

It almost feels as though the automated system is not aligned with the team handling my case.

I also contacted Mr Bet support directly to seek clarification. Unfortunately, they did not address my concerns regarding the ongoing verification process or my pending withdrawal. Instead, they simply repeated section 5.4 of the Terms and Conditions and stated that I had violated that rule.

This is exactly why I am confused. If the casino believes that the matter is solely related to section 5.4, I do not understand why I was allowed to continue the verification process for weeks, why I was asked to obtain a new phone number, complete a phone verification call, submit identity documents, bank statements and a passport, and why my withdrawal of CAD 606.50 remained active throughout this period.

Could you please ask the casino what exactly is happening and whether this message has any impact on my pending withdrawal of CAD 606.50?

Thank you again for your assistance.

Kind regards,

Mathias Guillot

rufyrider

Thank you for the update and for bringing these latest developments to my attention.

I completely understand your frustration. You have spent a considerable amount of time cooperating with the casino's requests, providing documents, completing verification steps, and following every instruction given to you.

Please be assured that I am following this case closely and will continue doing my best to help facilitate a fair resolution. I will contact the casino regarding both the status of your verification and the recent account restriction message, as well as seek clarification on how these developments may affect your pending withdrawal.

Thank you for your continued patience and cooperation throughout this process. I appreciate that this has been a lengthy and difficult experience for you, and I remain committed to assisting until we receive a clear response from the casino

Mr Bet Casino

I would like to ask for your comments regarding the latest developments reported by the player. I must admit that this development appears difficult to reconcile with the progress that had previously been made in this case.

I would appreciate a clear explanation so that we can understand your current standpoint regarding his matter.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear rufyrider,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Munya