The player from Germany struggled to verify her account at Mr.Bet after being a member for several years. Since August 4th, she faced continuous requests for various document formats, including her Skrill account and a recent bank statement for address confirmation. The Complaints Team extended the verification timer by 7 days to allow for additional responses. However, due to a lack of communication from the player, the complaint was unable to be investigated further and was rejected.
Mr Bet Casino - Player is facing delays in account verification.
Amount: €17,000
Mr Bet Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 months ago
Public
Public
4 months ago
Translation
Hello everyone,
This is about the site Mr.Bet.
Since August 4th, I have been trying to verify my account. I have been a member of the site for several years. Because my ID card had expired, I had to re-verify my account.
It's almost impossible because I keep being asked to upload new and different formats.
I have provided multiple versions of my Skrill account and the page with the deposit. Now they are also asking for the Myfinity Wallet and a recent bank statement from my personal bank as an additional address confirmation.
Automatic translation:
Public
Public
4 months ago
Hello Realandonly,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Mr Bet Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?
Please note that the verification process may take up to 14 days after sending in all the requested documents.
Looking forward to your answer.
Regards,
Nick
Public
Public
4 months ago
Translation
Hello Nick,
First of all, thank you for taking care of this matter.
First of all, to correct something. This is the casino "Mr.Bet" and not Mr Big Wins Casino. Unfortunately, I cannot change the casino in the post to correct it accordingly.
The verification attempt has been running since August 4th.
I was asked to send a screenshot of my Skrill account, which showed my name and customer number. I did this straight away. I was also asked to send a statement from my Skrill wallet, which showed the €10 deposit at the Mr.Bet casino.
Also uploaded immediately. Was not approved by the system. Uploaded the whole thing again as a PDF file. Again not approved by the system.
When I asked via live chat, I was repeatedly told that I should wait 24-48 hours because there is a double check. Even if the verification status says not approved, it is still checked by the responsible security team. (That is also totally absurd to me, because if the system doesn't approve it, then it certainly won't be approved by the responsible team)
What is also really confusing is that I am constantly being asked to upload documents again. And then I was also told "in passing" that with each new upload a new timer of these 24-48 hours is started.
After asking several times, I finally got an email from support?! It said that I should upload screenshots of my Myfinity wallet, my Skrill wallet and the Skrill bank statement from August 4th with the deposit of €10.
Uploaded again immediately after request
The system again sent a message saying that the documents were not approved.
Email with the content, since there is a double check, I should wait the regular 24-48 hours despite the documents being rejected by the system
Well, I'm going around in circles here as you can see and my patience is limited, which I think is understandable
Automatic translation:
Public
Public
4 months ago
Hello Realandonly,
As you are still within the recommended time frame of verification, I can only advise to follow the casino's instructions. Did you try to contact them by e-mail support to ask them what is wrong with the uploaded documents as they are getting rejected?
