The player from Austria was experiencing difficulties verifying his account in the casino. We contacted the casino, it informed us that there've been some documents missing. The player claimed to upload them so we was enabled to request a withdrawal. Nevertheless, the player was asked to verify his payment method again. Later the casino stated that the account was completely verified but the player gambled his balance away so his account has finally no funds to withdraw. The player stopped responding to our questions, so we rejected this complaint.
Mr Bet Casino - Player is struggling to verify.
Amount: €3,000
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.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
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1 year ago
Translation
The verification is constantly rejected by flimsy arguments. Only the account verification (deposit into the bank account) was still open and then set to OK. Suddenly the confirmation of residence was open again. After uploading the relevant document, the rejection came immediately and now the message: "You have reached the maximum number of verification attempts" and now the verification is completely blocked and the contact online 24/7 is no longer possible or the button for contacting Mr Bet is no longer available.
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1 year ago
Dear mitru,
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, the proof of address document is now the only obstacle in verifying your account in the casino? Could you advise if the document was in your name and if the address on the document is visible? Were you able to contact casino support via support@mr.bet ? What was their response?
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
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1 year ago
Translation
The document (Internet/TV bill from November 22) is very easy to read, with the exact place of residence and of course with my name. Only the bank account was still open in the verification and was now set to "completed" (after sending the account statement with the Transfer to Mr Bet). Immediately afterwards, the place of residence was suddenly open again for confirmation (3 or 4 valid (according to their definition) documents had already been sent here. Support was contacted by email, the answer was that I should be patient and the documents However, the system still says "Rejected and max. number of verification attempts reached".FYI, I deposited around €1,200 in the last 2 weeks and currently have a balance of €3,000 to pay out
Edited by a Casino Guru admin
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1 year ago
Thanks, mitru, for your reply. Could you explain when exactly you submitted the last document for verification?
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1 year ago
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The support's response to my request as to what should happen now.
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1 year ago
If you have received a confirmation from casino support that they are working to verify your document, let's give them some time to process your request.
If there is no change in the status of your verification in 7 days we'll intervene on your behalf and contact the casino. Let's stay positive and wait for the news.
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1 year ago
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Verification of place of residence was again denied on the grounds that the photo was illegible.
In the course of the verification I have already sent the following documents, in which the place of residence is clearly confirmed:
- Official residence registration form
- Bank statement (currently from 11/22)
-Account Agreement
-Pay slip (11/22)
-Bill TV/Internet 11/22
To make matters worse, Mr Bet delays the whole thing so I can keep playing with the bankroll and then gets down to zero bankroll to avoid a payout. Unfortunately, I made this "mistake", but now I have a credit balance of €6,400! Mr Bet will now try even more to delay verification or to prevent it at all.
Incidentally, I have never had a problem verifying the existing documents at other online casinos (Mr Green etc..).
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1 year ago
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I had now submitted a bank statement again, after 1 minute the message "Your documents are being checked" came up. 5 minutes later this message according to the screenshot "Verification completed", but still no confirmation by mail. I'll try a payout.
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1 year ago
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Update: The information "Verification rejected" came by email from support. In the app, when you click on verification, it still says "Status: Verification completed" and all items are marked with OK. And also the note: "Well done, you have been successfully verified!".
The payment has not yet been processed either. How should I proceed???
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1 year ago
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After 4 days, the verification status was set to red again (proof of residence). I just don't know what to do anymore! The pending payment was also canceled again.
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1 year ago
Thank you very much, mitru, 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.
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1 year ago
Hi mitru,
I've just reviewed your case and am sorry to hear about your struggles with verification. I will try to help you by contacting the casino.
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 provide any specific reason why the player has been experiencing problems with the verification?
I'm looking forward to hearing from you.
Kind regards,
Natalia
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1 year ago
Dear mitru,
The last document that the user uploaded on 12/29/2022 as a confirmation of the address of residence does not have a seal. This is the official reason why the document was rejected because it was not stamped.
We kindly ask you to upload a document no older than 3 months, which will confirm your actual address of residence specified during registration. The easiest way to verify your residential address is to provide a current bank statement showing the address details.
After you upload the documents, we kindly ask you to wait until the responsible department checks them.
Best regards,
Mr.Bet Casino team
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1 year ago
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A current account statement with the address on it has already been sent twice (!)!!
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1 year ago
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A document for verification of place of residence will now be sent for the 7th time!!
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1 year ago
Dear mitru, thanks for the information.
Dear Mr.Bet Casino team, can you please confirm now that the documents were received?
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1 year ago
Dear Natalia,
We confirm that user's account is now completely verified. User has a new withdrawal request in "Pending" status. His request will be processed within 48 hours after creation.
Best regards,
Mr.Bet Casino team
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1 year ago
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The user account has been fully verified, however, Mr Bet refuses to process the payout!
Documents to confirm my bank account for a bank transfer are now being requested again, which have long since been sent and verified!!
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1 year ago
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My bank account has been verified. I have now requested a payment. Mr Bet will now start the verification process again!! The payment was requested via a bank transfer!
Which documents??
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1 year ago
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Update: The user account was fully verified by Mr Bet and I then requested a withdrawal. The withdrawal of €2,800 was requested via bank transfer. Now Mrbet is asking for a verification of the "payment method" again!! My bank card (front and back) has now been sent. Why verify again when my bank account has already been verified and the payout is made by bank transfer??
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1 year ago
Dear mitru, thank you for keeping us updated.
Dear Mr.Bet Casino team, the player has been experiencing problems with the verification of his payment method again. Would you please take a look at this and check why it's being delayed again?
I'm looking forward to hearing from you!
Regards,
Natalia
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1 year ago
Dear All,
The user has successfully passed verification. But unfortunately, his withdrawal of funds was rejected because there is less money on the balance sheet than indicated in the application.
Best regards,
Mr.Bet Casino team
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1 year ago
Dear Mr.Bet Casino team, could you please specify if you mean that the player gambled away his money while waiting for the withdrawal request to be processed?
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1 year ago
Hello Natalia,
The user played his funds during verification. Now his balance is insufficient for making a withdrawal request.
Best regards,
Mr.Bet Casino team
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1 year ago
Thank you, Mr.Bet Casino team.
Dear mitru, can you please confirm that you didn't wait till the verification is completed and played your funds? I'm afraid that in this case, we cannot do anything if you gambled your balance away on your own will.
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