Mr Bet Casino - Player claims that payment has been delayed.

Good afternoon, everything started about a month ago, when I won an amount of 97 thousand Mexican pesos. They also began to request my documents for verification. Up until today, they keep telling me my identification document is incorrect and I have sent it in every possible way. I would appreciate some help as when it comes to depositing, there are never any issues. Previously, they have paid me promptly but this time, I'm not sure why my verification is taking so long, it seems to be rejected for any reason.

Dear ANDRESAG0411s,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear ANDRESAG0411s,

Have you received your withdrawal from the casino yet?

Hello how are you, today in the morning I sent the document that I needed, I attached a photo and it appears in this state I sent them an email and they tell me that according to it is in VERIFICATION but in the system it appears that my identity could not be verified when I sent all the documents

Could you please advise which documents you have already provided and when exactly you sent the last one? Have you provided all the required documents as soon as possible and in the correct format? Have you tried contacting the casino to find out what went wrong during the verification?

Hello, you already solved me, I thank you for the time

Dear ANDRESAG0411s,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru