Mr Bet Casino - Pelaajan kotiutus viivästyy asiakirjojen hylkäämisen vuoksi.

Greetings,

I'm finding Mr. Bet's approach to issues to be nothing short of professional and diligent. Two weeks ago, I wanted to withdraw the above amount, and two days later, I received an email from Mr. Bet. They need to conduct some checks. I uploaded all the necessary documents that met the requirements, but this has been going on for two weeks. I keep uploading the requested documents and nothing, they persist in rejecting them. What makes them fake is the fact that, for example, I upload the requested document and it's rejected directly by the online platform. After this happens a couple of times, I even contact customer support via email. But what do they say via email? They tell you they can't accept documents via email, and they continue to respond via pre-set messages without considering your email requests. So, when a document is rejected and you want to understand the reason, you can't, or they simply reject it to stall. Another example: I have to upload, as specifically requested by them, a screenshot of the Skrill screen with my details to the website to verify that the account I want to withdraw from is actually mine. That said, I've tried uploading this screenshot a couple of times, but nothing happens. It's rejected for no reason. It's really unclear why I can't upload the documents the way they want them, and they reject them. I've also tried everything with Skrill. I uploaded the screenshot taken from the app, but nothing happens. Was it rejected? Then I thought, maybe I should take the screenshot by logging into the website and not from the app. I think this should be enough to explain Mr. Bet's inappropriate, unprofessional, and negligent attitude. The entire verification system built on the online platform is designed to reject documents even if they're valid and meet the necessary and required requirements, and I'm also unable to communicate directly with support. That said, I want to resolve this issue in a simple manner for both parties, so I'm asking for help in resolving the matter without procrastinating.

Salve,

Sto riscontrando che i modi di affrontare le questioni da parte di Mr Bet è a dir poco professionale e diligente. 2 settimane fa volevo fare un prelievo dell’importo sopraindicato e a differenza di due giorni mi arriva l’e-mail da Mr Bet, devono effettuare delle verifiche. Carico tutti i documenti necessari con i requisiti richiesti, questo dura da due settimane, continuo a caricare i documenti richiesti e niente, si ostinano a rifiutare. La cosa che li rende fasulli è il fatto che, ad esempio, carico il documento richiesto che viene direttamente rifiutato dalla piattaforma online, dopo che capita un paio di volte viene anche da contattare l’assistenza client via mail, ma cosa dicono via mail loro, ti dicono che non possono accettare documenti tramite e-mail e continuano a rispondere tramite messaggi pre impostati senza dare valore a quello che chiedi via e-mail, quindi quando ti viene rifiutato un documento e vuoi capire qual’è il motivo,non riesci, oppure semplicemente lo rifiutano per temporeggiare. Un altro esempio, sul sito devo caricare, come richiesto specificamente da loro, uno screenshot della schermata di Skrill con i miei dati per accertarsi che sia realmente mio l’account dove desidero fare il prelievo, detto questo, ho provato un paio di volte a caricare questo screenshot e niente, viene rifiutato senza motivo, e qui non si capisce veramente perché è impossibile che carico i documenti come li vogliono e li rifiutano. Anche per Skrill ho provato tutto, ho caricato lo screenshot fatto dall’applicazione, niente, è stato rifiutato? Poi ho pensato magari devo fare lo screenshot entrando sul sito e non dall’applicazione, nemmeno così. Penso che questo basti a farvi capire l’atteggiamento inadeguato, poco professionale e negligente di Mr Bet. Tutto il sistema di verifica costruito sulla piattaforma online con il compito di rifiutare i documenti anche se validi con i requisiti necessari e richiesti, in più senza poter neanche comunicare umanamente con il supporto. Ora detto questo, voglio risolvere la questione in modo semplice per entrambi le parti, quindi chiedo un aiuto nella risoluzione della questione, senza tirarla per le lunghe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly.

• Could you please list which documents you have already provided, and when exactly you sent the last one?
• Could you please list which documents were accepted and which ones were rejected?
• If you have the option to share screenshots or chat transcripts of your interaction with the casino support, please share them with me at tomas@casino.guru

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Tomas

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 makes such a request, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

HI,

For now, they've verified the ID (in this case, a driver's license) and the mobile number. They're still waiting to verify the address and Skrill. I'll share the screenshots via email.

Ciao,

per il momento hanno verificato il documento d’identità (in questo caso patente di guida) ed inoltre il numero di cellulare, manca la verifica della residenza e di Skrill. Ora provvedo a condividere gli screen tramite la e-mail.

Thanks for the information provided.

If the issue with verifying your documents persists, kindly provide the most recent documents you submitted to the casino to my email at tomas@casino.guru for review

Could you please confirm that the documents confirming your address and proof of payment method contain the same personal information as your player's profile?

I apologize for the inconvenience. Thanks in advance for your cooperation.

The documents proving my residency have been approved. As requested, I forwarded the screenshot from the Skrill app, but it's not being approved. I also specified that I made the payments I made to Mr. Bet through Revolut, and I want the withdrawal to be made through Skrill. They confirmed that it's OK, but at this point, I don't understand why they're not accepting the screenshot I forwarded. Yes, I can confirm that the documents I forwarded contain the same personal information as my profile. I'll send it to your email address right away.

Thank you

I documenti che provano la mia residenza sono stati approvati, ora come richiesto ho inoltrato lo screenshot dall’applicazione di Skrill ma quello non viene approvato, ho anche specificato che i pagamenti che ho effettuato su Mr Bet gli ho effettuati da Revolut ed il prelievo lo voglio su Skril, mi hanno confermato che per loro va bene però a questo punto non capisco perché non accettano lo screenshot che inoltrato. Sì confermo che i documenti inoltrati contengono le stesse informazioni personali presenti nel profilo. Provvedo subito ad inviartelo sulla tua e-mail.

Grazie

Thanks for sharing the information via email.

Is it possible for you to request a residency confirmation from your municipality and provide it to the casino as proof of address?

Please let me know.

I'm unable to obtain a confirmation of residency from the municipality and present it to the casino as proof of address because I'm abroad for an extended period.

Non riesco a richiedere una conferma di residenza al comune e presentarla al casinò come prova di indirizzo perché mi trovo per un periodo prolungato all’estero.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Romi (romana.r@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.

Thanks. Will he contact me?

Grazie. Mi contatterà lui?

Hello,

My name is Romi, and I will be assisting you with your case. I would like to request the presence of a representative from the casino in this conversation.

Dear Mr Bet Casino,

Could you possibly provide additional information regarding the withdrawal and clarify the situation?

Thank you in advance.

Respectfully,

Romi

Dear Romi,

The user is currently in the process of verification. They were asked to provide proof of address. The user uploaded a screenshot of an email confirming payment for mobile services. This document cannot be accepted as proof of address.  We ask the user to upload a document for utility bills, a rental agreement, etc.  (our support team has sent the user a full list by email) This should be either a PDF document or the original; screenshots and copies cannot be accepted.

Thank you, Mr Bet Casino, for the information.

Dear user,

Please upload the requested documents as per the casino's advice and update us about the situation whenever possible.

Thank you in advance.

Best regards,

Romi

HI,

I uploaded the document a couple of days ago.

Ciao,

ho caricato un paio di giorni fa il documento.

Dear Leroi111,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Romi
Casino.Guru