Mr Bet Casino - Player is struggling to complete account verification.

Hi, registered on this casino about 3 weeks ago. On 26th of April. Since then I won some money there and been trying to verify my account to make a withdrawal. I have sent in my documents around 5 or 6 times, there was some problems, but now it looks like everything was approved except for Skrill. They keep requesting a screenshot with my name visible and the transaction on 26.04.2023 to Mr Bet. I have sent that in 5 times already, all screenshots had all the requested info, but they are still getting denied. Every time i go to support, they also dont understand how it keeps getting denied and they say the screenshots look good and it gets instantly denied in verification(which they show) and then I have to wait 48 hours every time just to get an email that they won't accept a cropped screenshot. Its very stressful as I don't understand what is required of me, theres only so many ways I can make a screenshot of the same Skrill page. And they won't give any good reason why its getting rejected.

Dear aleksandrsv,

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 used payment method seems to be the last obstacle in your verification process? Did you provide the screenshots that weren't altered where the entire computer screen was visible?

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,

Tomas

Hi Tomas, Thank you for you help. I understand about the process its just ive been a member of many online casinos and never really had any problems like this, verification usually goes through on the first try. And now they keep rejecting it with the same reason "its cropped, make sure you can see your name and the transaction clearly", which you 100% can.

I am making screenshots with Gyazo so I was just selecting the requested information. For example the last screenshot i sent didnt have the taskbar from my pc. I made a new one yesterday showing the whole monitor, sent it to them through email, but it looks like Ill have to wait a day now for their system on the site to let me upload the documents again. Really hope it just goes through this time and ill be able to withdraw

Its been a week and the screenshot I sent on 11th is still on review. They say they always answer within 24-48 hours. Just contacted their support about it, first they tried to convince me that 48 haven't passed, after another screenshot they apologized and said they will ask the verification team to do it.

I don't understand what's taking so long.

UPD: Just got an answer 1 hr after posting this. Verification denied again, this time because the image is too large. So if i send an image where i make window smaller so everything is readable, they say its cropped and cant be accepted. And when I send in my whole monitor, they say its not readable( its still very easily readable by the way). I can get on a call with someone show them my whole Skrill account, I offered in my email but they say they can't do it due to security.

Here's a screenshot, I just edited it a bit to hide my info's. I can send you the original if needed

Thank you for the update, aleksandrsv.

Do I understand correctly the file size of the screenshot is too large, according to the casino?

Could you please forward me the image you submitted as your most recent attempt to verify? My email is tomas@casino.guru

I'll await your reply.

Hi again Tomas,

I sent you that email yesterday. Got the answer from Mr.Bet today, it was declined again...

Got an email that account is verified, 10 minutes later they send another email that verification is back on pending.

Thank you very much, aleksandrsv, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@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.  

Hi aleksandrsv,

I've just reviewed your case and am sorry to hear about your struggles with the verification. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Mr Bet Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Could you please explain why the documents provided by the player were rejected? Could you give us more details about how the screenshot should look like?

I'm looking forward to hearing from you.

Kind regards,

Natalia

Verification still pending from 19th May, its been almost a week of no contact. Before this they always answered within 2-3 days.

Dear aleksandrsv,

Due to the GDPR procedures in place, any modifications to personal information require a thorough verification process to ensure the accuracy and integrity of the data. This verification process may involve additional checks and validations to protect against unauthorized changes and potential data breaches. Consequently, the processing time for personal information changes might be prolonged to ensure compliance with GDPR guidelines and maintain the highest standards of data security.

We understand that this delay may have caused frustration, and we sincerely apologize for any inconvenience it has caused you. We assure you that our team is working diligently to complete the necessary procedures as quickly as possible while adhering to the strict regulations outlined in the GDPR.

Thank you for your understanding.

Best regards,

Mr.Bet Casino team

Account was verified today, already received most of my withdrawal 4500 through crypto. Now waiting for the last 400usd to the card, which should arrive within a week i think.

Dear Mr Bet Casino, thank you for the reply.

Dear aleksandrsv, thank you for the updates, I'm glad to hear that your verification was successfully completed and you have finally received your Bitcoin withdrawal. I'll set the timer for you for 7 days, hopefully you'll receive the rest during this timeframe. Please, keep us informed.

Regards,

Natalia

Received the last part of my cashout today. Thank you everyone 🙂

Dear aleksandrsv,

I'm glad to hear that your issue has been finally 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,

Natalia