The player from Mexico is unable to withdraw 5300 pesos of winnings due to rejected withdrawal requests. Despite submitting multiple documents for account verification and proving ownership of the credit card, the casino still does not allow the withdrawal.
MostBet Casino - Player's withdrawal requests have been rejected.
Amount: Mex$5,300
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Case opened
Current status
Waiting for Casino Guru to reply
6d 19h 40m 50s
Case summary
4 hours ago
Public
Public
8 hours ago
Translation
I am unable to withdraw my winnings.
I deposited 5300 pesos using my credit card.
When I try to withdraw my money, all my withdrawal requests are rejected. I sent emails, and they asked me to verify my account and send many documents. I submitted everything showing that I own the card, but they still won't let me withdraw my winnings. I would like to find a solution to this problem.
Automatic translation:
Public
Public
6 hours ago
Dear MarioCortes,
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 and it might take a few working days to complete this thorough process.
Could you please advise which documents you have already provided and when exactly did you send the last one?
Have you provided all the required documents as soon as possible and in the correct format?
Have any of your identity documents been verified by the casino?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Veronika
Public
Public
4 hours ago
Translation
I have shared with you until today:
My selfie with my official ID on the side
PHOTO of both sides of my official identification and a PHOTO of a driver's license.
Statement of the card with which I made my first deposit
PHOTO of the card and a selfie of my face with Ella.
Proof of address, I sent you a water bill and a property tax bill, both legitimate, where my name and address appear.
Proof of income, pay stub because they wanted to know where my resources came from.
On November 15th, Evie ordered them first and I finished them on November 16th. Keep in mind that they didn't ask me for all of them. At the same time, they sent me an email asking me for something, they checked it and then they asked me for more things.
Thanks Veronica 🙂
Automatic translation:
Casino Guru is examining the case
