The player from Germany is struggling with the verification process, which has delayed her 400€ payout since June 12, 2023. Despite submitting all required documents, she still hasn't been verified. After our intervention, we were able to help the player to get their winnings. The player confirmed they received the funds in the end. The Player’s complaint has been resolved successfully.
Mr Bet Casino - Player is experiencing delayed verification process.
Amount: €400
Mr Bet Casino
Safety Index:Very highSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
9 months ago
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10 months ago
Translation
Hello, I won 400 euros at this casino. Only with my deposit without bonus. The casino still hasn't verified me. Despite all the documents. The last thing they wanted was my employment contract. This is about a payout of 400 euros. I ask you to help me. The casino tells me the same thing every day, the documents have been forwarded and they have no reply yet. But I've been waiting for verification since June 12, 2023. They have all my documents.
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10 months ago
Dear Ella092,
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.
Could you please confirm that your case concerns the website https://mr.bet/ or are you referring to a different casino?
Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format?
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,
Veronika
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10 months ago
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Yes, it is exactly this casino.
To your questions : Could you please tell us which documents you have already submitted and when exactly did you send the last document? Did you provide all the required documents as quickly as possible and in the correct format?
The casino wanted my ID, they have it. They have bank statements from me (where I wasn't allowed to check anything else they wouldn't have accepted it) the casino has a confirmation from my bank that the bank account belongs to me. In German and English. they have my employment contract, my bank card, a selfie with my ID card. and finally they wanted proof that I have a permanent employment contract (I sent this by email yesterday). I sent everything the casino asked me. And yet we keep saying we've sent everything to the responsible department. As soon as we have an answer you will be informed immediately. So far nothing has happened. I can understand that the verification process can take a long time, but a month? I really think that's way too long! I started uploading documents on 12/06 and every time something got rejected and I had to upload it again and that's how it took so long. I really hope you can help me.
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10 months ago
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The casino rejected another document today. And the bill from my electricity provider. I even uploaded this file as a PDF file. You have not accepted it as proof of residence. They also wanted my permanent employment contract as proof of residence, which I emailed on Friday last week. So far nothing has happened. I'm getting stinky. I really hope you can finally help me.
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10 months ago
Dear Ella092, thank you for the update. Has the casino provided you with any explanation why your bill from the electricity provider was rejected? Please forward any relevant communication between you and the casino regarding your verification issues to veronika.l@casino.guru. Thank you.
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10 months ago
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I just want to finally get my payout that I've been waiting for for 1 month. I don't care what happens to my account. This casino is through with me.
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10 months ago
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No, the casino always answers me in the chat with the same thing. "Your documents have been forwarded as soon as we have an answer, you will be informed" nothing else.
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10 months ago
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Hello Antonietta,
Thank you for contacting Mr. Bet online casino customer support.
I am writing to you after your last email. If you have an open-ended contract, confirmation is required in such cases that it is still valid. Therefore, please send us a certificate of tax payment, which you can present to the tax office.
In this case, send us an email:
- Your permanent employment contract
- a tax certificate from the tax office showing that you have paid your taxes.
If the documents meet all the requirements, they can be accepted.
If you need help or have any questions, you can always contact us. We are there for you around the clock.
Best regards,
Online Casino Support Manager, Judith
I ask for help, that can't be true....?
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9 months ago
Thank you very much, Ella092, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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 in the near future.
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9 months ago
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Short update: the casino even has my June pay slip, my social security, my registration certificate from the office here in Düren. And my electronic income tax statement. (Aside from the documents already listed above..) I'm still not verified. My address is clearly written on each of these documents. The casino can read from my payslips that I pay taxes every month (because they insisted on such a document..) the casino can also read from my electronic wage tax certificate from 2022 that I pay taxes. I've been waiting for my money for over a month now. I think it's enough now and I can be paid off. That's going a bit too far for me and long everything. I hope you can help. Thanks
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9 months ago
Hello Ella092,
I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.
We would like to invite Mr Bet Casino to join the conversation.
Dear Mr Bet Casino,
I understand that you can request various documents from the player for verification, but it looks like the player has already provided you with a lot of evidence. Is there any particular reason why the player's verification and thus the withdrawal were not yet processed?
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9 months ago
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Hello short update: the casino finally successfully verified me. The payout has already been processed but of course not yet on my account. Many thanks for your help
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9 months ago
Hello Ella092,
Thanks for your cooperation with the verification procedure.
Dear CasinoGuru team,
The issue was resolved, so you can close this complaint.
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9 months ago
Thank you for the update, Mr Bet Casino.
Dear Ella092,
Did you successfully receive your winnings? Can we consider your issue solved?
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9 months ago
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Good day, yes I have successfully received my prize, thank you to each of you at this point
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9 months ago
Great news, Ella092. I'm glad to hear that you successfully received your winnings.
As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation and please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.
Thank you in advance for your time.
Best regards,
Michal
Casino.Guru
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