Mr Bet Casino - Player facing difficulty in verifying a payment method.

Good afternoon to all, I urgently need help. I am having trouble with my account at Mr.bet Casino. For nearly a month now, I've been trying to verify the Astropay payment method on my account. All necessary documentation has been sent multiple times, yet after a review period of 2 to 3 days, they report a verification failure and request for screen captures to be resubmitted. Such screen captures detailing my Astropay account from both the mobile application and the website have already been provided as per their request. Considering their constant denials, I decided to cancel my withdrawals via Astropay and opt for bank transfer, a method which I have already verified. I only chose Astropay because bank transfers often fail and they always recommend using a digital wallet. I initially used Pay4fun but they revoked this method, so I processed a withdrawal through Astropay which went smoothly and was deposited into my Astropay account. However, when I attempted another withdrawal, they required verification of the method. All details including my bank statements, deposits to Mr.bet Casino and screen captures which Astropay instructed me to share for the deposit to Mr.bet have been forwarded. Yet, they have not cleared my account nor do they accept that I withdraw my winnings via bank transfer. I have contacted their support team countless times and they don't seem to know what to advise. I kindly beseech for assistance on this matter. I can provide all the screen captures that might be needed to resolve this issue. Thank you in advance.

Dear rodrigocwb,

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 takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and a successful withdrawal? Has the casino approved the rest of your documents?

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,

Kristina

Good morning Kristina, how are you, I hope you are well, yes, and the only obstacle, my identity was checked several times, once recently, my driver's license had expired, and a new check was carried out with another document with ID, everything was fine, I continued to receive my earnings normally through my card. digital pay4fun, but a month ago they excluded this withdrawal method from my account, leaving only the methods bank transfer, pix, astropay, jeton wallet, and cryptocurrencies so I decided to choose to withdraw my earnings via pix that this method already it had been verified and I had already used it a few times to withdraw my winnings. More than a while ago, there were many technical failures and in this withdrawal that I made right after they removed the pay4fun wallet, it gave a technical failure. They advised me to use the bank transfer or astropay method. I chose to use bank transfer which I had already checked and used this method a while ago for withdrawals so I created a withdrawal of R$17,900 Brl and Mr.bet casino automatically divided my withdrawal into two, one of R$14,450 Brl and the other in R$3,450 to make it easier for providers to make the payment but they gave the withdrawal of R$14,450 as a technical failure and only paid for the withdrawal of R$3,450 Brl so I chose to use the astropay wallet where I created a withdrawal and everything went fine it fell into my wallet astropay which is already verified by astropay and it reached my bank account and everything was fine, so I created a new withdrawal request through astropay, that's where they asked to verify the astropay payment method where I uploaded all types of documents that the app and the website astropay provides screenshot of astropay account details, astropay account information, astropay card with details, deposit made from astropay to Mr.bet casino, screenshot of all my transactions on astropay and also asked astropay support they gave me they sent a newsletter that they do not provide any type of document other than an astropay deposit slip for Mr.bet casino to also send to them and my screenshots were taken in the astropay app and also on the astropay website on my computer and everything was also sent to them but I'm worried because I honored all my deposits made to Mr.bet I already have a high level in the casino as president of parliament in my profile I have a high value in the casino my balance today is R$1,290,759.66 Brl I'm worried that they deleted the pay4fun wallet that my winnings were arriving correctly and through the other transfer and pix methods there are many technical failures and now that they are making it difficult for the digital wallet that I have available but I hope everything goes well, I appreciate the attention from all of you at the casino guru for helping to resolve this situation, thank you.

Thank you very much for your reply, rodrigocwb. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Good afternoon, everything is fine, as requested, I have already sent to the address kristina.s@casino.guru some screenshots of communications that I obtained with Mr.bet, I am trying every day to contact them to try to resolve the situation, but I have not been successful yet, I hope that Please help me and hope we can resolve this situation as soon as possible, thank you and a great job.

Thank you very much, rodrigocwb, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@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.  

Dear rodrigocwb,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Mr Bet Casino representative to join this conversation and participate in resolving this complaint.

Dear Mr Bet Casino,

Could you state why the player's payment method has not yet been verified?

Thank you in advance for providing the information.

Kind regards,

Stefan

Dear Stefan,

The player's account was completely verified on 2023-11-09

Good morning, yes, correct, after so many attempts, the verification was completed. I've been waiting for almost a month for my withdrawals to arrive in my Astropay account. At the moment, I'm still waiting for nothing.

Dear rodrigocwb,

Did you manage to request a withdrawal? Has the withdrawal been processed?

I am looking forward to your response.

Kind regards,

Stefan

Good evening, yes, after several attempts and insistence, everything went well, the astropay payment method was verified, thank you for the great work and help offered, I thank all of you at Guru casino for your attention, thank you very much to everyone involved, I also thank the staff at Mr.bet casino for their return of the Complaint, I'm happy that the problem was resolved, thank you all, now I'm just waiting for my withdrawals to reach my account.

Dear rodrigocwb,

Please, let me know once you receive the payment.

I am looking forward to your response.

Kind regards,

Stefan

Good afternoon, I am waiting to receive my withdrawals because I requested a withdrawal of more than 20 thousand Brl and the Casino divided my withdrawals into several. I asked why they divide my withdrawals. 100 brl knowing that the withdrawal I created was more than 20 thousand brl still knowing that there is more than half of the past request that I have not yet received and it has been delayed for a long time but I hope that I receive mine as soon as possible because I honored all my deposits that I created, I know they divided it to make it easier for providers, but it is not right for a withdrawal of more than 20 thousand BRL to receive only one of 100 BRL so far.

Dear rodrigocwb,

Thank you for your response and the information provided.

Dear Mr Bet Casino,

Could you state why the player's withdrawal was divided to 100 BRL withdrawals? I have checked your terms and conditions and it looks like the weekly limit is 5000€ and the monthly limit is 15000€. The amount of 19700 BRL is within the weekly withdrawal range. I would like to kindly ask you to pay the player in full.

I am looking forward to your response.

Kind regards,

Stefan

Good morning Stefan,

I contacted the Casino asking for late withdrawals, they advised me to cancel all late withdrawals and create them again using an alternative withdrawal method. I asked for cancellation of all late withdrawals because I was accumulating several late withdrawals per month using the astropay method, today I'm going create a new withdrawal request using a new payment method to see if I can receive my winnings normally without having to go through these inconveniences, thank you.

Dear Stefan,

Withdrawal requests are divided into "chunks" for efficient processing by the payment provider. The maximum amount per transaction, or "chunk," is set by the provider and may change. We don't control this process but ensure compliance with provider guidelines.

Dear Mr Bet Casino,

How many transactions were already processed? Is the player able to request multiple withdrawals at the same time?

Is there any payment method which allows the player to withdraw all the funds at the same time?

I am looking forward to your response.

Kind regards,

Stefan

Good Stefan,

As mentioned, I created a new skrill payment method to speed up my earnings, as Mr.bet advised as it was taking a long time to process my withdrawals, on account of the providers to cancel all withdrawals from the astropay method and use an alternative method. I created new withdrawals on 11/22/2023 I am waiting for the verification process of the new skrill method, all the requested documents have already been sent and I am waiting for my withdrawals to be processed.

Dear rodrigocwb,

Thank you for your response and the information provided.

Could you let me know once you receive the payments via skrill?

I am looking forward to your response.

Kind regards,

Stefan

Good morning Stefan,

Understood as soon as Mr.Bet Casino, finish the verification that I have been waiting for a long time and successfully process all my withdrawals payment method skrill notice yes, thank you very much for your attention.

Good afternoon Stefan,

I am here to inform you that Mr.bet Casino has already resolved my account verification situation, it has already been verified and has already started paying me normally. I would like to thank everyone for their attention in resolving my situation and considering this complaint as resolved, thank you very much.

Hello rodrigocwb,

Could you let me know once you receive al the funds from the casino?

Thank you very much in advance for providing the information.

Stefan

Good afternoon Stefan,

Informing that Mr.bet casino has already resolved the payment method problem, it has already been verified and is already paying me everything correctly on a weekly basis, everything is ok, thank you for your attention, Mr.bet casino complied and resolved my problem, everything is ok.

Hello rodrigocwb,

Could you state how much funds were you able to withdraw out of R$19700?

Thank you very much in advance for providing the information.

Good morning Stefan

As I informed, Mr.bet resolved my payments situation by paying everything correctly, the entire amount of this withdrawal of 19,700 was received last week, thank you very much for your attention, everyone.

Dear rodrigocwb,

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,

Stefan

Casino.Guru