The player from Mexico was struggling for over two months to verify his account for withdrawal due to currency discrepancies. His bank account is in Mexican Pesos and the casino account is in USD. He is unable to affirm the USD operation as it is converted by the casino's intermediary into pesos. His attempts to resolve this issue through the casino's chat have been unsuccessful. Later, the player provided us with all the necessary documents, and the casino confirmed the disputed account had been successfully verified. The complaint is resolved.
Mr Bet Casino - Player's account verification delayed due to currency discrepancy.
Amount: $3,000
Mr Bet Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
5 months ago
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7 months ago
Translation
I've been trying to verify my account for over 2 months now with no solution provided.
I believe they are asking for information about the deposit, but my bank account is in Mexican Pesos while my casino's account is in USD. So when making a bank transfer, I was asked for a deposit in pesos, but the casino's intermediary converted my money to USD.
They tell me to show the USD operation I deposited, but it will never reflect in USD. If they verify the details and the exchange rate for that day, it should match.
I also sent them a screenshot of my app, my online banking, my account statement, even a public government page that deals with national transfers. If they input the transfer data they have, they should see that the funds came from an account in my name.
I tried to resolve this in the chat, but they say they don't have contact with the verification system, and they urge me to send my documents instead.
I honestly don't know what else they want me to send. Possibly a letter signed by my bank confirming my transfer, or what?
What worries me is that I keep playing and every time I win more money in my account since the first time I wanted to make my withdrawal. This has become a concern because it's a substantial amount and could have been solved months ago.
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7 months ago
Dear mcansecox,
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 take KYC lightly and it might take a few working days to complete this thorough process.
- Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings?
- Have you provided all the other personal documents to verify your identity?
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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6 months ago
Translation
Exactly verifying my payment method seems to be the only obstacle, apparently if they verified my KYC I could definitely make a withdrawal.
Likewise, I have already sent all the identity verification documents and they have been successfully accepted. It is only the payment verification that I have had a problem with, I am already on my 7th time trying to send them my transfer confirmation document and I have not had a favorable response. although they don't give me any follow-up or why they don't accept them or what they need. I try to resolve it through the chat and they only tell me that they have no contact with the verification department, but to try again.
Honestly, that way you could follow me for another 2 months, I don't know what else you want me to send you or what I'm missing so that you can see that it was a transfer from my bank account to your casino.
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6 months ago
Thank you very much, mcansecox, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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 in the near future.
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6 months ago
Hello, mcansecox,
I am sorry to hear about your unpleasant experience, and I apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Mr Bet Casino's representative to join this conversation and participate in the resolution of this complaint.
Dear Mr Bet Casino team,
Could you please look at the player's issue and provide us with an explanation? What needs to be done on the player's side to complete the KYC/verification? Or, what does the casino need from the user so he can withdraw the disputed funds?
If it suits you better, feel free to use my email address (branislav.b@casino.guru).
Thank you in advance for providing the information.
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6 months ago
Hello mcansecox,
In order to successfully complete your verification process, we kindly request that you provide a bank statement or a screenshot from your online banking account. This document should clearly display the following information:
-The name of the account holder, which must match the name associated with your account on our platform.
-A record of the deposit made to our site, specifically showing a deposit of $150 USD on 2023-07-02 at 09:14:19 (UTC time).
The previously submitted screenshot did not contain the necessary information regarding the deposit to our site, which is a crucial part of the verification process.
We have not received any further documents from you since 2023-08-21. To expedite the verification process, please provide the requested document as soon as possible. Should you have any questions or require assistance, do not hesitate to reach out to our customer support team.
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6 months ago
Translation
Of course they do contain the information sent; my full name and the transfer. I have even underlined them but they tell me that the document should not present "alterations." Maybe I already sent them clean and they haven't accepted them.
What is certain is that there is no way for the transfer to appear in USD because my account is in MXN, but even so, your payment provider did not require any transfer in Dollars. He asked me for it in Mexican pesos. I assume that the operator already did the currency conversion at the time. At that time and as the payment provider requested, 150USD was equivalent to 2,568.65MXN. Which is the operation that appears in my account statement, App, Online Banking, SPEI (official website).
I also have the capture of their collection system that required that amount in MXN. Or I can show you at the moment how when you want to make any deposit through that form (SPEI), you do not ask me to transfer USD, but MXN.
In any case I can send you any document again, just tell me how.
Or tell your KYC team not to look for a USD deposit since my account is in another currency and obviously will never be marked as such but its equivalent in MXN(2,568.65).
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6 months ago
Thank you both for your replies.
Dear mcansecox,
Can you please provide us with the documents/screenshots you have, and which you shared with the casino?
Each post is reviewed before publishing, so no worries, I will mark it as "sensitive", so it will be hidden from the public and visible only to the involved parties. However, if it suits you better or there is any issue preventing sharing, feel free to use my email (branislav.b@casino.guru).
Are you sure you provided the casino with a bank statement showing the name of the payment method owner matching the one filled in upon registration of the casino account, and that the documents met all the casino's requirements and conditions (besides the currency)?
Are you 100% sure that you checked the correct payment method from which the deposit was made? Is it possible that you found a different payment or payment made to another casino at a similar time, or that the amount could differ due to different exchange rates?
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6 months ago
Translation
Of course yes, I attach the information that I already sent to the casino.
The funding was made through SPEI (electronic transfer system in Mexico); The service provider asked me to enter these data into the bank and send Mexican pesos MXN.
Maybe I can show you a video where when I click on that option, even though my account is in USD, it asks me to transfer MXN, and then the provider makes the currency exchange.
I sent them my electronic account statement that they send me every full month, although the operation is reflected from the second sheet.
I can still provide you with the complete account statement if necessary.
This is a SS from my electronic banking
And here in Mexico these operations are public to avoid fraud or scams, so if you enter the transfer data on the official government website, it can be tracked without problem.
When you enter the required data, it will send you a pdf with this sheet
As seen on all the sheets, the amount appears (2568.65MXN, which on that day with the exchange rate was equivalent to 150USD), my full name and the day of the operation. In the SPEI document it seems to me that it does indicate the time. Although it only differs by a few seconds but I suppose it is because of the response time.
and finally what they said if I was not confusing it with someone else, in other casinos I usually enter through AstroPay but that day it was not available. It is the first casino I have sent a transfer to but I am already regretting having done so.
This is the only transfer I have made to a casino in my life.
If you need me to send it to you by email or attach any other information, don't hesitate to tell me.
stay tuned.
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6 months ago
Thank you very much, mcansecox, for the provided data and documents, and I am sorry for the delay.
There is one question you have not replied to - are you sure your name filled in upon registration at the casino completely matches the one stated in the provided documents?
Now, let's ask the casino to review it and provide us with an update or explanation.
Dear Mr Bet Casino team,
Can you please look at the player's explanation and the provided documents with the payment/deposit details above, and provide us with the information on whether it could be enough to verify the transaction in question, as well as the ownership of the payment method and funds deposited to the casino?
If it is not enough or there are any discrepancies, can you please inform us about the details - what is incorrect, and what else does the casino need to confirm the deposit in question?
Unfortunately, if anything is wrong there, I am afraid that without your (the casino's) clarification and guidelines, we will not be able to move forward with the issue and will be stuck at the same point again.
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6 months ago
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Sure, I signed up with my Google account. It is with my complete and correct information.
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6 months ago
Alright, thank you for the additional information, mcansecox.
Now, let's wait for the casino's response and details.
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5 months ago
Dear Branislav,
The user's account is now verified. Our responsible department considered documents that mcansecox uploaded for verification and approved them.
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5 months ago
Thank you very much, Mr Bet Casino team, for your confirmation.
Dear mcansecox,
Can you please provide us with an update and confirm your issue has been resolved? Can we consider the complaint closed, or is there anything else I could help you with?
Looking forward to hearing from you.
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5 months ago
Dear mcansecox,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or do not require any further assistance, we will consider the complaint resolved.
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5 months ago
Translation
Good morning casino guru, the problem has indeed been solved and my account has been verified and I can make my withdrawal without problem. And hoping not to have any problems with the casino again.
For your time and attention, thank you very much.
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5 months ago
What great news!
Thank you, mcansecox, for confirmation and for using the Casino Guru complaint resolution centre. I am very glad your problem was resolved.
As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.
If something were to go wrong again, feel free to request a reopening or write to branislav.b@casino.guru.
Thank you too, Mr Bet Casino Team, for your help and cooperation!
Best regards,
Branislav, Casino.guru
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