Mr Bet Casino - Player is struggling to verify her account.

Hello, good morning, I am sending this email for the reason that I have problems with the verification and I have been waiting for a response for more than a week and there are 300,000 pesos that are withheld. They didn't want to give me an answer.

Dear Sandra,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner.

Which documents have you provided and when exactly? Could you please confirm that you provided all the required documents?

Additionally, if there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here.

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

Kristina

Hello, the documents that I have sent are the RUT account card, which is the one that I deposit the money with and with which I also withdraw the money. And only with that card I transfer the money.

Thank you very much Sandra for your reply. I will now transfer your complaint to my colleague Adam (adam.m@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 soon.

Hello Sandra,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Mr Bet Casino to join the conversation and to aid in the resolution of this complaint.

Dear Mr Bet Casino, could you please provide an update on the status of the player's account/verification?

Kind regards,

Adam

Hello, again they asked me to reload the documents and again it was rejected, they only ask me for a bank transfer and the debit card, I don't know that it must have gone wrong.

Dear All,

The only thing left to pass the verification is to provide proof of payment for the payment method Webpay. It needs to be a bank statement with the transaction for 15.03.2022 to our site and with the name of the account holder visible. 

As soon as Sandra uploads the necessary proof of payment the verification will be completed.  

Best regards,

Mr.Bet Casino team

Thank you for the information Mr. Bet Casino.

Dear Sandra,

Please let us know when you have done so, and if there are any further issues.

Dear Sandra,

Could I ask you if you have successfully been able to verify your account?

Kind regards,

Adam

Dear Sandra,

Please update us on the situation with your verification.

If we do not hear from you within the set timeframe, the complaint will be rejected.

Kind regards,

Adam

Dear Sandra,

As we have heard nothing further from you regarding your verification, this complaint will now be rejected.

It can be reopened at any time.

Kind regards,

Adam