The player from Brazil had had issues with withdrawing his winnings due to an unsuccessful account verification process by the casino. He had provided all the necessary documents, including an identity card and a bank statement, but the casino had not verified his account. After our intervention, the casino had confirmed the player's account verification and processed his withdrawal request. However, due to the player's lack of response to our follow-up inquiries about the receipt of his withdrawal, his complaint was initially rejected. Later, the player had informed us that his issue had been resolved, leading to the reopening and subsequent resolution of his complaint.
Mr Bet Casino - Player's account verification issue prevents withdrawal.
Amount: 3,644 R$
Mr Bet Casino
Safety Index:HighSafety Index
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8.9
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
7 months ago
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9 months ago
Translation
THEY BEGAN THE PROCESS OF VERIFYING MY ACCOUNT AND INFORMED ME THAT THEY WERE UNABLE TO VERIFY IT, BUT THEY DO NOT PROVIDE ME WITH INFORMATION ON WHY THEY COULD NOT VERIFY IT, THEREBY MY MONEY BECOMES UNAVAILABLE FOR WITHDRAWAL
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9 months ago
Dear gustavohmsantos,
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.
Could you please advise which documents you have already provided and when exactly did you send the last one?
Have you provided all the required documents as soon as possible and in the correct format?
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,
Veronika
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9 months ago
Translation
Identity card / yesterday at around 2PM (utc-3) / I used your own application, there is nothing related to the file format.
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9 months ago
Translation
I don't even have the possibility to try again, you are doing this to disrupt the process.
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9 months ago
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I SEND YOU PHOTOS OF THE CARD, BANK STATEMENT, DECLARATION FROM THE BANK THAT I HAVE AN ACCOUNT THERE, THEY CONTINUE TO SEND ME EMAILS SAYING THAT THE ACCOUNT HAS NOT BEEN VERIFIED, I AM ABSURDLY DISSATISFIED WITH THE SERVICE THEY ARE PROVIDING, IT IS CLEARLY AN ATTEMPT TO FRAUD THE SUE AND DON'T PAY MY WINS.
Edited
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8 months ago
Thank you very much, gustavohmsantos, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@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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8 months ago
Dear gustavohmsantos,
My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Mr Bet Casino representative to join this conversation.
Dear Mr Bet Casino,
Could you please clarify what steps the player needs to take to complete the verification process?
Thank you in advance,
Mirka
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8 months ago
Translation
I contact them on chat and the customer service robot just tells me to wait, I've been waiting for a response from them for 8 days and they don't even respond to my emails, they're trying to harm me, my money has been stuck with them all this time.
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8 months ago
Dear Mirka,
We confirm that the user's account was verified on February 28, 2024, and his withdrawal request has been successfully processed.
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8 months ago
Dear gustavohmsantos,
I'm glad it seems like your withdrawal process seems to be progressing. Please notify me, when you receive your withdrawal.
Thank you
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8 months ago
Dear gustavohmsantos,
Could you please clarify, if you have received your withdrawal?
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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8 months ago
Dear gustavohmsantos,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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8 months ago
Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.
The player can reopen this complaint at any time.
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7 months ago
We’ve reopened this complaint at the request of gustavohmsantos, since he informed us, his problem has been resolved.
Dear gustavohmsantos,
I'm glad to hear that your issue has been 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,
Mirka
Casino.Guru
