The player from Germany was asked to provide documents for additional verification. The issue was successfully resolved, the player received his funds.
Mr Bet Casino - Player has been asked to provide documents for additional verification.
Amount: €777
Mr Bet Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
Hi..
I have been with this casino for over a year and play there regularly, I would say I make about 3 deposits a week, mostly with a bonus but sometimes without it.
I have already had at least four withdrawals that means my account is fully verified. The last payout was just 3 weeks ago.
During this time nothing has changed in my profile, I have not changed any new payment method or other factors.
After I had to wait 3 days for the payment, I asked the support because there was no information.
There I was told that the payout was being checked, which could take between 24 and 48 hours. After this time frame had also passed, when I asked the support, I was again informed that I had to verify my account more precisely the form of payment before a payout could be made. When asked why my account suddenly had to be re-verified even though I had only successfully paid out a week before, I received no answer several times. As a result, the documents I submitted were rejected several times after a waiting period of one to two days.
As a result, I kept submitting new and more clearly recognizable documents. Nothing has been heard for 4 days.
Can't understand what this is all about because I was always treated correctly there. Which is why it has become, so to speak, my "regular casino", that is to say one of the few casinos where I have made regular deposits, sometimes even daily, with a clear conscience.
Automatic translation:
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2 years ago
Dear DrSimonCem,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. 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. Each casino is unique and requires different documents from players at different times. It isn’t anything unusual, that the casino requires additional identity verification.
Do I understand correctly that you provided all the required documents, but they all were rejected? Has the casino clarified what is wrong with your documents?
Additionally, if there is any other communication between you and the casino, please forward it to kristina.s@casino.guru (or you can post it here).
Looking forward to hearing from you.
Best regards,
Kristina
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2 years ago
Translation
No, the document has not yet been rejected .. It just doesn't go any further ..
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2 years ago
Translation
Hi..
So just now I got an email from Mr. Bet that my documents were successfully checked. The payout failed, but I should just repeat it for you.
I now hope that it works now .. I'll get in touch as soon as something happens.
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2 years ago
Thank you very much for your reply, DrSimonCem. It seems we are on the right track, so let's wait for a few more days, and hopefully, you will receive your winnings soon. Please, keep us updated in the meantime, and let us know if there is anything new.
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2 years ago
Translation
Today the money was still in my Mr.Bet account. A query in the live chat only resulted in the "being checked.." phrase.
Many greetings
Simon K***
Edited by a Casino Guru admin
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2 years ago
Translation
Hi..
In response to my renewed inquiry today, it was said that there were allegedly 'technical problems'
Can you make an inquiry there?
Many greetings
Simon K***
Edited by a Casino Guru admin
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2 years ago
Thank you very much DrSimonCem for your reply. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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2 years ago
Hi DrSimonCem,
Thank you for the update. I'm glad to hear that your issue got resolved. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Peter
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