Mr Bet Casino - Spillerens konto er permanent lukket.

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. 

Thank you, Mr Bet Casino.

Dear etiennegagne43, I'm sorry for the late reply. We have received some new details from the casino and need a bit more time for our internal analysis. As soon as there are any updates, I'll let you know. Thank you for your patience.

hello,

alright thank you very much. looking forward to hear from you.

Dear etiennegagne43, I'm sorry for the delayed reply. Would it be possible for you to send me a video selfie with your passport? My apologies for any inconvenience it may cause, but it would be very helpful if you could take a short video in which you hold your passport and slightly and slowly move your head and the document from side to side. My email is natalia.b@casino.guru. Thank you.

hello, ive sent you an email with the video of me and the passport.

Thank you for the recording, etiennegagne43. I would appreciate it if you could give us some more time for analysis.

Dear Mr Bet Casino, please, check your inbox, I have just sent you an email. I have a few more questions regarding the case and will be waiting for your comments.

Dear Natalia,

We've reached out via email to address your questions — kindly have a look.

Dear etiennegagne43, according to the casino, you uploaded only a photo of the old passport, and then submitted another version of the photo of the old passport. It seems you haven't sent the photo of a new passport at all. Is this right?

Could you please share with me another photograph of an old passport you submitted for verification? Feel free to send it to natalia.b@casino.guru.

Thank you in advance for your help.

what they are saying is untrue. i definitely did submit the new passport . i did it through the live ID submission tab and via email as well.

i will send you the old pictures of the passport.

i also sent you a screenshot to your email proving that i submitted the new passport to mr bet.

Dear Mr Bet Casino, according to the screenshots the player shared, he sent you the photo of his new passport, together with a selfie with the passport on 28.2.2025.

To my understanding, you initially requested more photographs of the player's old passport, but he lost it and couldn't provide you with a new photo. Based on the email communication, I can see the player informed you about the loss of the document and the issue of the new one, which was provided instead for verification. Please confirm if you have received the email with the photos of the new passport and the selfie. We would appreciate it if you could review them.

Dear Natalia,

As previously communicated, during the verification process and prior to the account suspension, the user submitted only one identity document. Upon review, we identified signs of tampering with this document. As a result, the account was suspended in accordance with Section 3.1.3 of our Terms.

At this time, the account remains permanently suspended. We will not accept any further documents from the user, as they have violated our rules and we can no longer trust that any future submissions would be genuine.

Dear Mr Bet Casino, I'd appreciate it if you could provide us with any relevant supporting evidence (screenshots, etc.). Unfortunately, your explanations in text form are not enough for us to have a full picture of what happened, and we cannot move forward without any proof from your side. You can send them to my email at natalia.b@casino.guru. Thank you for understanding.

Dear Natalia,

We have sent an email to your address natalia.b@casino.guru with the requested supporting evidence, including relevant screenshots. Please confirm once received.

Should you require any additional information, do not hesitate to let us know.

Dear Mr Bet Casino, we have checked the evidence you shared, and it seems to be the same photo of the old passport. However, the quality of the image differs. If you kept asking for the photo of the old passport while it was lost, I'm not sure how the player could have provided you with different pictures, therefore, he uploaded the same one 3 times.

We consider it to be fair to accept for review the new photographs of the new passport and the selfie with it to verify the player's identity. We also suggest that a video verification call could be an alternative to verify the player's identity.

Dear Natalia,

We've emailed to answer your questions. Please have a look. Thank you in advance.

Dear Mr Bet Casino, please check my reply in your inbox. We insist on additional verification in the form of a video call or by reviewing new documents to verify the player's identity.

Dear Natalia,

We have replied to your clarifications by e-mail, we will be glad if you check it.

Dear Mr Bet Casino, please check my response to your email.

Dear etiennegagne43, we are sorry for the delays, but your case is still being discussed internally. As soon as there are any updates, I will share them with you here in the complaint thread. Thank you very much for your understanding.

Dear Natalia,

Our reply has been sent to your email. We’d be grateful if you could check it at your convenience.

Dear etiennegagne43, we continue direct communication with the casino regarding your case. While we cannot disclose the details of our private discussion, please rest assured that we have shared your position and are advocating for a fair evaluation of your verification documents.

We will get back to you here as soon as we have more information or a final response.

Dear Mr Bet Casino, I have responded to your last email. Let me know if you've received it.

Dear Natalia,

We’ve sent our message to your inbox. Whenever you have a moment, we would be grateful if you could take a look.

Dear etiennegagne43, thank you for your patience throughout this process. We’ve carefully reviewed all available details and communicated with the casino extensively regarding your case. While we do understand your position and the reasons behind your actions, the casino has maintained its stance and decided not to grant you another opportunity to verify your account using new documents.

As we are unable to influence this decision any further, we must, unfortunately, close this complaint as unresolved. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Authority (https://www.gamingcontrolcuracao.org/contact). Although the regulator states it won't handle disputes between players and operators, you can still try to contact them, as the Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded, if you can do it on your own (natalia.b@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Natalia