The player from Chile had struggled to verify his account for withdrawal of his winnings. Despite having provided the necessary bank statements and transaction history, his documents were continually rejected with a claim that they needed to reflect a deposit to Mr Bet. He had previously made successful withdrawals without any issues but had encountered unexpected problems in the verification process. The player later managed to verify his account and his payments were successfully processed.
Mr Bet Casino - Player faces difficulties in account verification for withdrawal.
Amount: $1,650,000 CLP
Mr Bet Casino
Safety Index:Very highSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 months ago
Public
Public
5 months ago
Translation
Good afternoon, I want to share that I've been having issues verifying my account so I can subsequently withdraw my money. They ask me to verify the bank transfer, where I send them the bank statements which include all details and the deposits made on November 30th. But every time I send the information, it gets rejected with reasons stating that the document should reflect a deposit to Mr bet. I contacted my bank regarding this and they informed me that the deposit will not appear in this way since the payment is made through an intermediary on webpay. To support my claim, I've attached bank statements reflecting the transfers and the emails of successful transactions that the casino itself sent me, along with verification emails from the intermediary who makes the payments all detailed with screenshots of my account and of the transaction history at mrbet where successful transactions are registered. It's frustrating when they automatically deduct at the time of deposit but delay withdrawals with these kind of paperwork requests. I understand these measures are for security purposes, but what more do they want than this? It seems like they are just making excuses to not process the withdrawals, especially considering a month ago they issued a withdrawal of 489,000clp without asking for any documentation and deposited it within less than 24 hours. I hope that I can get some help in resolving this tedious verification process.
Automatic translation:
Public
Public
5 months ago
Dear vhigueraloaiza87,
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.
- Do the timestamps on your bank statement correspond exactly with your deposits in the casino to your knowledge?
- Have you used the same bank account in order to successfully withdraw in the past?
- Could you please share a screenshot of the cashier in the casino showing the payment method you used for deposits?
- You can post screenshots here or send me this information to my email at tomas@casino.guru
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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5 months ago
Translation
Good morning dear, responding to what was previously requested, if they made a deposit to another account of mine that is from the state bank without asking me for any verification and since that time I played with money deposited from my falabella account, now request the withdrawal to my falabella account since They rejected the verification documents where I requested that they transfer me to the state bank, now again I request the withdrawal to my Falabella account where I made 6 deposits of 100 thousand pesos each on that day, November 30, now the 6 deposits appear in the movement card that day but as a webpey payment, at the same time I received an email from Mr. where the successful deposit appears, and an email from the mrbet intermediary for payment where all the successful transactions appear, in the bank document my name, rut number, account number and separate movements appear in the history. From Mr the 6 deposits come out. And with all that information they still reject my payment verification, I don't know what more paperwork to give, if you see the photos it is clear about the deposits and that it is my account and they delay so as not to process the payments. Please help me with this verification issue.
Automatic translation:
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5 months ago
Translation
Good morning, dear, I wanted to thank you for your management, and tell you that they have already been able to verify my account and they have successfully made my payments. Thank you very much to the entire team.
Automatic translation:
Public
Public
4 months ago
Dear vhigueraloaiza87,
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 issues with any online casino in the future. We are here to help.
Best regards,
Tomas
Casino.Guru
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