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Mr.Bet Casino - Unfairly accusing me in 'money laundering' not paying my withdrawal

REJECTED
Complaint Info
Disputed casino Mr.Bet Casino
Reason Casino terms violation
Amount € 527
Inactive user
Posted on July 24, 2019

Hello!

So I have been playing in mr.bet for about a year now. I have been playing slots and sometimes I have lost and sometimes I have won.

Last time I played there, I deposited 100€ and was going to withdraw 527€ when they asked me to verify my account. I did, but once I had submitted all verification documents, they blocked my account "due to money laundering policies". They have not provided any kind of proof or explanation about this.

I have attached screenshots of the latest chats with them, since they refuse to send transcripts of the chats or any other emails.

This is unfair since I have never violated any of their policies.

Please help me out so I can get my money.

AskGamblers
Posted on July 30, 2019

This complaint has been reopened as per submitter's request and AskGamblers Complaints Team would like to give it one more try and help both parties involved into the dispute reaching to a satisfactory resolution.

Posted on July 31, 2019

The player’s account was blocked due to violations of Mr.bet’s Terms & Conditions https://mr.bet/ concerning anti-money laundering procedures, clause 9.1.3. As well as clause 3.3.3 concerning identity verification requirements, which states:

- if you do not or cannot provide us with such information or such information is not satisfactory, we may lock or restrict your Member Account until you have provided us with such information, and if we do not receive the required information, or we are otherwise unable to verify your identity, we may terminate these Terms, close your Member Account and may return to you on request any Deposit funds in your account at the time we placed a lock or restriction on your Member Account, plus any funds deposited after the lock was placed on your Member Account, subject to these Terms and except where it is necessary for us to delay or withhold the payment to you of all or some of your Deposit funds to comply with our legal and regulatory obligations including our anti-money laundering and fraud prevention obligations.

The undertaken actions were applied based on the submission of documents that do not meet our security requirements.

Regards,
Mr.bet

Inactive user
Posted on July 31, 2019

Hello,

You never have provided me the information about my documents that are not satisfactory. I have no problem whatsoever to provide you with whatever you need, but you need to tell me.

And about the money laundering, I have done no such thing. You further explain that as well.

AskGamblers
Posted on August 1, 2019

AskGamblers Complaints Team has been provided with enough information and evidence on behalf Mr.Bet Casino management in regards of this complaint to confirm and justify the casino actions.

AskGamblers Complaints Team maintains zero tolerance towards player trying to abuse our complaints service and not using it in a good faith, therefore we took the decision to Reject this complaint and moreover, to ban the player from using our services in the future.

AskGamblers
Posted on September 27, 2021

AskGamblers Complaints Team has been provided with enough information and evidence on behalf Mr.Bet Casino management in regards of this complaint to confirm and justify the casino actions.

AskGamblers Complaints Team maintains zero tolerance towards player trying to abuse our complaints service and not using it in a good faith, therefore we took the decision to Reject this complaint and moreover, to ban the player from using our services in the future.

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