Mr Bet Casino - general discussion (page 30)

Okay, great, at least we know a little more now. It would help if you could answer all my questions so we can move the discussion forward here on the forum and give other players a clearer picture of what you’re going through. Sharing those details can sometimes be very helpful.

Hello Jaroslav,

I sent them a utility bill, specifically a copy of my home insurance policy, dated July 15, 2026. It wasn't even three months old, as they required. Well, after 48 hours, as usual, they rejected it again.

I specifically obtained a registration certificate showing my address. This whole thing makes absolutely no sense anymore, the kind of nonsense they're pulling. I've already filed a complaint, but it's been under review for two days now. How long does that usually take?

It would really help to know why they rejected it. You said you tried to obtain the most official document available, so I don’t quite understand why it wasn’t accepted either. Let’s see how things progress.

As for your complaint, I expect it to be opened soon, although I can’t give you an exact timeframe. Our team handles a large number of complaints from other players too, so they can’t always get to each case immediately.

I hope everything will be cleared up and resolved in the end.

That's precisely the crux of the matter, something I can no longer explain to myself, so all I can say is that I don't know. I provided them with everything that complied with their guidelines. I truly can't explain it anymore.

Of course, I understand why you’re unsure what else you can do. In this situation, the casino should explain what’s happening, what information or documents might be missing, and what you can provide. Without that explanation, I don’t blame you for feeling stuck.

As I mentioned, our team will get to your complaint. Once it’s open, they’ll have some questions for you, so please be ready to respond.

I’m keeping my fingers crossed for you and hope this gets resolved as soon as possible.

Thank you.

I have documented everything so far, including the emails I sent them.

That’s a good approach. Keep a record of everything they send you and everything you send them. You don’t necessarily need to screenshot emails, as long as you save them, but if you contact live chat, take screenshots of the conversation.

That way, you can provide these records to our team if needed. They could be useful when looking into your case, so you’re doing the right thing.