Mr Bet Casino - general discussion (page 17)

im talking with them now , they mannualy canceled my prove of address and my ID.

now they are repeiting themselves like robots on customer service, it seems this will go to a Dispute

they asked me to fill a form to request information to the right department.

I have a bad feeling about this. It is not my first rodeo, lets hope that this time i will be wrong.

I guess i have time until 18 august give that this issue started the 5.

For a week now my identity verification has been rejected for various reasons, or I receive a notification in the chat that it has been rejected, the next person says it is for verification, etc.

I have never experienced anything like that before.

Small excerpts

I do not recommend this provider.

The money is therefore always in the player's account with the hope that you won't lose it, but I don't and I have to go to consumer protection.

Any suggestions for solutions

lg

Sorry for this situation, but may I ask what the reasons are for rejecting?

Have you provided all the necessary documents in the right format and of good quality? Many times, these are the mistakes players make, and therefore the casino rejects them.

Unfortunately, our team won't be able to intervene before the 14-day timeframe, as explained in your complaint, but until then, you could ask the support if everything is okay with the documents provided.

Will you let us know, please, as well? We'll wait for your reply.

Also did they tell you why they manually rejected your address and ID ? I think there must be a reason and the sooner you find out, the sooner you will probably know what to do. 

If you learn, feel free to tell me and of course I hope it won't take too long and you will be able to verify. 

I had to add another bank statement with my address and another ID (national ID) and the form with the request to update my address, they sent me an email asking for patience while they proceed my account update. (Their IA accepted my new documents as well as shows the screenshot, now, its up to the other team to manually accept the documents)



its been quite a while and i have no news since their last email 2 days ago.

I have 8 days left before open a complaint.

I have not opened a complaint still until august 18 to give them time to reply.

But im sharing here with you the last email i got from them(check the date)

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On Thu, Aug 8, 2024 at 8:05 PM Mr.bet <support@mr.bet> wrote:

Hello xxxxx,

Thank you for contacting us.

Thank you for your prompt response and for providing the documents for verification. We truly appreciate your cooperation in ensuring that your verification process goes smoothly.

We are ready to guide you through every step of the verification process, and we hope that everything will be finalized without any issues. Please allow some time for our relevant department to review the uploaded documents. As soon as the review is complete, you will be notified of the results.

We greatly value you as a player and look forward to seeing you continue to enjoy your time at our casino.

Thank you once again for your patience and cooperation.

If any questions arise, we will be here to answer them 24/7.

Best regards,

Manager of the game club, Thea

2816939

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Reply sent it today August 11

Dear Thea,

I hope this message finds you well.

Thank you for your recent email and for the ongoing support throughout the verification process. However, I am writing to express my concern regarding the delay in manually verifying the authenticity of my documents.

As you are aware, the AI system has previously validated my provincial ID and proof of address, and it has also confirmed the authenticity of the new documents I have recently submitted. Given that the AI validation was successful for both the previous and new documents, I am concerned about the extended delay for the manual review process.

Additionally, I would appreciate it if you could provide written clarification on the following points:

Reason for Initial Rejection: Could you please explain why my previous documents were rejected despite their legitimacy under Canadian law?

Current Validation Delay: Can you provide details on why the manual review of the new documents is taking longer than expected, even though the AI system has confirmed their authenticity?

Understanding these aspects will help alleviate my concerns and ensure that any issues are addressed promptly.

Thank you for your attention to this matter. I look forward to your prompt response.

Best regards,

I did a quick check out and this is what they answered on live chat.

Have anyone experienced a similar response?

I understand, thanks for the update, hopefully you'll know soon how you're doing and it'll be good news. I'll be eagerly waiting. 🙂

This is very unpleasant; given the reason, nothing we suggested will probably alter the pace, or perhaps more accurately, the slowness, of the process.

It's great that the AI verified you in the first place, but where is the actual benefit if the casino is not capable of changing important details within days?

In any case, seems like patience is the only cure now. 🙁

They said that the problem was caused because i changed my address,(i have move to another apartment 2 blocks away from where i used to live before) they said on the chat that this would take up to 28 days.

Its ridiculous! and their website do not allow player to update the address manually.

I have the feeling that they are passively pushing me to play the 1240$ i requested to withdrawal. Because other than the address change they have no other reason to hold my money, but for such a long time its a big Red Flag.

Patience for now.

Ok, now I'm seriously confused!

28 days for updating address is very close to a stupid excuse. Even if the casino is short on employees, I would like to hope for a far more reasonable explanation.

Somehow, I can understand they need to change it manually. Just don't tell me such a "procedure" takes more than a few clicks. I just can't believe there is nothing anyone from the management can do to save the casino's face.

I would also doubt its clarity; it still sounds like a terrible joke to me.

Well, if you ever feel tempted, how about you try setting a cool-off period or any other temporary account restriction, perhaps a loss limit? Just in case anything else gets wrong.

This is the new reply on their online chat:

"For security reasons related to a request to change personal data and withdraw funds, your account is under investigation, and the withdrawal will be processed once the investigation is completed."

next

"I would like to notify you that according to the general regulations, the processing time of such requests can take up to 28 days, but from our side, we do our best in order to process it at the closest period of time. Also, please take note that it takes such time as we need to be sure that the withdrawal receives you, but not the third party. I really appreciate your patience and really hope it will be processed at the closest time."

Just in Case i did one extra measure.



The screenshot receives a thumbs up; the casino's comment is unrelated to it completely.

I continue to believe that it is becoming more bizarre. My ability to speak objectively is diminishing as I consider it more, but I do not want to draw criticism.

How are you faring in these conditions anyway?

This was the same reply as a few days ago.

And way more before a similar message one week ago.

I´'m waiting for the 28 days as they said. The longer they delay this the worse reputation they are building to their end.

And the longer they delay the worse for them, i have saved all the emails and all the chat conversations as well. And screenshots from previous ID verification before they refused due to a mismatch on my address that was fixed right away and validated by their IA security system. But their human part its playing bureaucrats to not pay.

I believe in September 10 or early i will open a dispute here if they don't solve this early.

Saving all related communication is truly a good idea! I still hope they will come into sense somehow.

Witnessing this kind of experience is a painful process and I hope it will end soon. Complaint is of course at your disposal. I would submit one right away to be honest.

Aaaold wrinkle...something like that for 1250 dollars??? What a drama 🙈 I don't know, what else can I say, I've probably written everything before! But maybe a memory of my own a few years ago (must have been about 7). I was very lucky back then and I hit the jackpot 😊 five-figure sums😊 in an OC, I'd rather not name them! I wouldn't wish what happened afterwards on anyone...a NIGHTMARE is all the rage...I think we communicated daily for a month via chat or email, I was cooperative and submitted everything they asked for for verification! But it just wasn't enough for them (not even official state documents with a date and stamp... I was so annoyed and so sad that I uploaded my marriage certificate 🙈😂😂😂, I'll never do that again!) Sometimes I wished I hadn't won such a sum ☝️ in the end I was no longer nice in chat and threatened to get a lawyer and make an official complaint to MGA! After a few days everything was done and the money was in the account...

BUT what did I mean by that, the only thing petitgamer needs is patience and NEVER start playing with the winnings!!! At some point it will be over and I'll keep my fingers crossed 👍

Im going to submit a complaint.

I have noticed that at askgamblers website mr.bet reply right away and the dispute its resolved in less than 48h.

Of course they solve the complaints faster on AskGamblers ☝️Look at the screenshot below, what kind of logo do you see? ASK GAMBLER PROMOTES Mr.bet 🫡

Yup.

check out the delay how fast they solved the issue.

Its exactly the same problem I am having with them.

The complaint its already submitted here. lets see how long it takes for mr.bet to reply and solve the issue.