The player from Austria had completed the initial verification process successfully but then faced issues verifying her Jeton wallet. The casino had requested an incorrect ID, which was actually the transaction ID of her deposit. Despite her multiple attempts to explain this error, she continually received standard responses and her documents were rejected. The issue was resolved after we invited the casino to review the documents again, leading to the successful verification of her account and the release of her withdrawal.
Mr Bet Casino - Player experiences Jeton wallet verification issue.
Amount: €600
Mr Bet Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
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1 month ago
Dear spiker43,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Mr Bet Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Have you made any previous deposits using the Jeton wallet in this particular casino?
- When was the last time you were in contact with casino support regarding the issue?
- Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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1 month ago
Translation
Hello,
no, not before.
Therefore, I can understand that I should verify the wallet.
But I can only do that if my real ID and not the deposit ID is requested.
I had contact 3 days ago.
I have forwarded the emails to you.
Automatic translation:
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1 month ago
Thank you very much, spiker43, for providing the necessary information. I will now transfer your complaint to my colleague Dominika (dominika.l@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.
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1 month ago
Hello spiker43,
This is Dominika and from now on, I will be taking care of your complaint. I have reviewed your case and I would like to invite Mr Bet Casino to join the conversation and participate in the resolution of this complaint.
Kind regards,
Dominika
Casino.Guru
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1 month ago
Dear Dominika,
As we can see, the only pending item is the account details, as the deposit proof has already been accepted. We have asked our specialized department to review the documents the user has already uploaded to check if the account details are included. If not, we will issue a follow-up request for the required information.
Thank you for your attention to this matter.
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1 month ago
Dear spiker43,
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.
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1 month ago
Dear spiker43,
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,
Dominika
Casino.Guru
