Mr Bet Casino - Player’s account verification is constantly rejected.

My problem is with verification I see alot of people having trouble with it I send in the right documents that they asked for in the format they ask for and the keep rejecting them repeatedly even my 3d selfie gets rejected I've seen so many complaints about this site and verification problems and stalling I'm getting worried here can you please help with my situation

Dear mike90098,

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.

• Please let me know when was the last time you submitted a selfie for verification and send me any relevant response you recently received from casino support.
• Send the information to my email at tomas@casino.guru

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

Thanks for your messages,

From your conversation with the support the issue seems to be that the physical address and your mailing address seem to be different due to one being a PO BOX

Do I understand that correctly?

After your conversation took place and you uploaded the documents, have you received any feedback from the casino?

Hi Tomas yes thats correct my mailing address is different than my physical address but I did provide a property tax receipt with the physical address and my name on it aswell and the p.o box it was rejected today previous to that I provided a bell mts internet bill but it only had the p.o box on it with my name... the 3d selfie was accepted manually a few days ago I thought I was gaining lol but then not rejected today... the bank statement rejected 3 times now it was sent in pdf along with the email confirmation of the e transfers screen shots of the e transfers saying gigadat sen in a pdf file the only way I can upload multiple documents .... I got in contact with support on chat and spoke to them for quite some time the said that one of my documents were edited out of the 10 I sent them... my Canada Revenue g.s.t paper which has my access code so I blanked that out but even if it wasn't blanked out it wouldn't have been accepted because it just says the p.o box number... I was also asked to re upload the p.d.f bank statement lol what a joke it would be rejected again because they want to see gigadat on the statement which in canada at b.m.o bank of montreal it just says e transfer and the date/amount there is my bank account number on that page as well I can go to my account over view of transactions which is different than the statement but it shows the name of the etransfer gigadat but I can only screenshot that page it also has my bank account number on it which would link it to the previous sent pdf bank statement I've sent so many documents to these ppl and still cant get verified I can't even pass the 3d selfie lol So the page is refreshed so I can upload documents but I'm at the point now I have nothing left to upload I have no idea what to do other than ask for your help

Would you like me to send the conversations from today to your email?

So I got my bank to send me an original pdf bank statement with another statement that showed the gigadat etransfer in more detail and it was stamped all was sent as the original pdf file the bank sent me...

I also found a tax bill for 2023 with my physical address,name and p.o box on it... I took a picture of the original document I also had the r.m office send me a digital copy of it

I did redo the selfie aswell

This is what it says now

10 minutes later it says this what a joke

Thank you very much, mike90098, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.  

Hello mike90098

I'm Michal and I have taken over your complaint. I have reviewed your case and I would like to put to your attention the fact that KYC as well as AML 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 licensed casinos take KYC or AML lightly.

The players must provide or fill in true personal information when creating an account and provide the requested document for verification in their own name. Although I can agree with you that the KYC and AML can be more quicker or more user-friendly, it doesn't negate the fact that these are industry standards.

I will contact the casino to see if I can help.

We would like to invite Mr Bet Casino to join the conversation.

Dear Mr Bet Casino,

Can you please provide more information on why the documents the player provided were not accepted? What documents has the player still provide to successfully pass the KYC and AML processes?

Hey Michal I just want to say thank you so much for your time and help...

(Update) I was rejected again today

It seems like the 3d selfie is now good but proof of address and proof of payment were rejected it seems when there are multiple reasons the document or documents are not sufficient they will only give you one reason why then you upload again wait a week and they got a different reason why they can't accept it an example in my case is that I uploaded a picture of my tax receipt which is for 2023 and it was less than 3 months old it was rejected to my knowledge because it's a receipt not a tax bill (I didn't know this at the time) so they tell me it's because the p.o box so I upload another property tax document but in pdf a digital copy from the R.M they take another week to tell me it needs to be a photo of the document not a digital pdf but what they leave out is that it needs to be a bill not a receipt I was told this by a support agent at mr bet so I upload the 2023 property tax bill and wait a week then they say it wasn't accepted because it has to be no longer than three months old, it's blurry and my address is supposedly not on it but it is I pointed that out to support... also most or all ppl only get their property tax bill once a year so to have that fit within 3 months old is 25% chance lol

Next is my proof of payment which supposedly was rejected because it wasn't an original pdf... I sent the original pdf prior to the latest rejections and it was not accepted because the e transfer to their site... it just said etransfer sent on the right date they are looking for but it should say gigadat they said so I sent the ontop of the original pdf multiple screenshots of the gigadat transaction in detail with my account number that matches the account number on the pdf there is no other way to do this b.m.o and its original pdf is the way it is... so I went to my bank because all I've done thus far has been rejected so I asked my bank to send a pdf of the bank statement with an attached document showing the detailed etransfer to gigidat stamped by the bank with my same account number that can be linked to the bank statement this again was rejected there excuse was that it was scanned which I did not know at the time now they say it must be an original pdf showing all of October.... in my bank b.m.o I can only get up to October 19 in the statement if they need all of October it would have to be 2 pdf statements if I merge them into 1 pdf it wouldn't be an original and/or it would be considered edited lol so I dont know what to do now for proof of payment Or address I'm at a standstill the verification page has been refreshed today I can upload documents but I think it's best to wait for their reply to you before I upload anything because they are asking for documents that don't exist the way they say they should and dealing with gigadat in canada or other players that use b.m.o bank of montreal I'm sure they already know this... if you need any info from me just let me know and I'll get it to you a.s.a.p thanks again Michal for your time and help take care

I'd also like to point out that this casino has no problem taking any amount money (limitless) from the player/players deposits to their site... You could be El Chapo they would not care about who you are until they are at a debt to the player then the stalling tactics, planned misinformation and support playing dumb starts... If they (Mr.bet) cared so much about security they would verify players accounts before the player/players can deposit to the site (Mr.Bet Casino) that being said there is no doubt that AML that is designed to keep all money at the casino (Mr.bet) legitimate doesn't work because it is not in place until the casino (Mr. Bet) is at a debt to the player usually around a few thousand or so... so if your El Chapo gambling with unlegitement money and your losing substantially the casino would never ask for verification and keep taking the money... if there ever was a point in which unlegitement he or she was asked to be verified and did not or couldn't pass the KYC/AML verification you can bet that Mr.bet would still have and keep the unlegitement money in their possession when in fact it should not have been accepted in the first place... Now after all this being said there is no doubt in my mind that Mr.bet is responsible for taking proceeds of crime because the only way AML works is if it's in place which it is not until Mr.bet casino is at a substantial debt to the player/players in overall player/players wins... They say the house always wins they have the edge there are more total overall losses than wins for all players combined so that would mean the majority of the money Mr.bet has or had in there possession is unverified and did not go through the AML process because these accounts would not be verified until they win a substantial amount a few thousand or so ahead in overall wins...

In order for the AML/KYC verification to work properly it needs to be put in place before a player makes their first deposit otherwise not only is there room for Illegal money to enter the casino's pocket which they clearly are not concerned about but it enables them to use stalling/delay tactics when the casino Mr.bet is in debt to the player stalling the payment or not paying at all due to the player giving up or in some cases re gambling the money which obviously this casino mr.bet looks and pushes for this outcome

Here are some screenshots of a conversation with Mr.bet support

I probably should have posted this as a review of Mr.bet casino considering it has nothing to do with me actually getting verified... I just wanted to have the information out there in the best possible detail that would shed some light on the way this mr.bet casino is being ran also proving that verification before deposit is a must and needs to be the new normal so that the AML can actually work the way it was intended/designed to work for both sides and not just in favor of the opportunistic casino...

If this is a post that cannot be approved I understand because it should have been a review which I will do next....

Sorry if I'm in the wrong by posting this thanks again for your help take care

Dear mike90098,

While I empathize with your frustration and acknowledge the potential for improvements in the efficiency and user-friendliness of Know Your Customer (KYC) and Anti-Money Laundering (AML) processes, it's crucial to recognize that these procedures align with industry standards.

In certain jurisdictions, casinos may be obligated to request player documentation for verification and source of funds before any deposit or gameplay. However, such a requirement is not commonly observed among Curacao-licensed casinos, as far as I am aware.

Moreover most, if not all online casinos have rules like these:

Additionally, the majority, if not all, online casinos adhere to rules that prioritize KYC and AML processes in specific scenarios, such as unusually large deposit amounts from unverified members (e.g., $10,000). Absent such circumstances, the casino is not compelled to initiate an AML check. It's important to note that Curacao-licensed casinos typically follow the prevailing industry practice of initiating KYC and AML procedures following a withdrawal request. Despite potential enhancements in this area, this approach remains a widespread practice among Curacao-licensed establishments.

With all this being said, I would kindly ask for your patience and wait for a response from the Mr Bet Casino team on what documents are still needed for the successful completion of the KYC and AML processes.

Hey Michal thanks for all the information and yes I'm getting pretty frustrated here lol but I'm sure things will be fine it's just a bit hard to satisfy the requirements some ppl are accepted with screenshots others are not I'm so confused the site says a certain document in a certain format is acceptable but it gets rejected but yes the best thing to do like you say is wait for the casino to respond and be patient my verification page is refreshed but I dont think I should upload anything until we here from them thanks again Michal have a great day and hopefully we here from them soon take care

Dear Michal,

We are pleased to inform you that the user, mike90098, has successfully completed the verification process on December 14, 2023, by uploading all necessary documents.

Hey Michal yes I was finally verified and received my first stet of withdrawals today I was real happy when I found out the payment went through as well as the verification I really appreciate your help Michal and gotta say you guys run a pretty good thing here.

I'll definitely right a review for Mr.bet now that will be a lot different than the one I originally was looking to write

Again Thanks for all your help

Thank you for the update, Mr Bet Casino.

Dear mike90098,

I'm glad to hear that the verification was finished successfully and you receiving your winnings. I can imagine this comes as a welcome addition, and it will undoubtedly assist you in getting your Christmas shopping organized 🙂

I trust that the casino will adhere to its withdrawal policy limits while processing your payments. Your patience is appreciated. I have full confidence that you will receive the entirety of your winnings without any issues.

With this being said, can I assist you with anything else, or can I consider your complaint resolved?

Yes you can consider the complaint resolved and thanks so much for your help Michal

If I can ever help you with anything you let me know thanks again!!!

I actually can't thank you enough Michal and hope there is something or someway I could help you or this site

Thank you for the confirmation, mike90098. I'm glad we could help you to resolve your issue.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time.

As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

Best regards,

Michal

Casino.Guru

Yes I'll share my experience with trust pilot that the least I could do thsnk you so much Michal