The player from Austria is having trouble making a withdrawal, as the casino is repeatedly rejecting his already verified documents and demanding proof of address and deposit confirmation. The complaint was resolved as the player's withdrawal got paid out.
Mr Bet Casino - Player is facing re-verification issues for withdrawal.
Amount: €4,000
Mr Bet Casino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
11 months ago
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11 months ago
Translation
I've previously made withdrawals of this magnitude from this casino numerous times. Now, all of a sudden, they're demanding proof of address and confirmation of my deposit. I've sent these documents five times already, but they keep rejecting them and won't verify my account, even though I was already verified.
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11 months ago
Hello flucherstefan,
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
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11 months ago
Translation
Hello! the verification process now takes 8 days! The casino also requires proof of address and deposit method from me ( Sofort Klarna).
Credit card statements, water bills from the municipality, etc. have already been tried as proof of address. was always rejected.
For the deposit method, I have already sent the booking confirmation to my bank 5 times, which the casino wants to see. Rejected 5 times because they want the booking from November 14th. My bank always books the bookings from Sofort Klarna a day later and so the date is on the booking confirmation: 3:11 p.m.
Now I have sent a bank statement where you can see all bookings from that day. maybe this helps.
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11 months ago
Hello flucherstefan,
As stated above, the casino is still within a good time frame for the verification. Please be sure provide them all the requested documents even if they request them multiple times and please keep us updated.
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11 months ago
Translation
It's already been 12 days! The proof of address was finally accepted. The payment method was once again not accepted.
I have no idea what you want... once you write from screenshots and then from pdf.
Then you claimed I edited the PDF, which I didn't.
It's torture and very dubious.
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11 months ago
Hello flucherstefan,
Would it be possible to forward the document which the casino claims to be edited to nikolas.b@casino.guru for further review?
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11 months ago
Translation
You can close the case. The money was suddenly paid out
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11 months ago
Dear flucherstefan,
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,
Casino.Guru
