The player from Germany is facing difficulties completing the KYC process. His documents have been repeatedly rejected for contradictory reasons despite meeting all criteria.
Mr Bet Casino - Player’s KYC documents repeatedly rejected.
Amount: €8,000
Mr Bet Casino
Safety Index:HighSafety Index
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
5 months ago
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6 months ago
Translation
I've been trying for days now to complete the KYC process, but my documents keep getting rejected for contradictory reasons despite meeting all the criteria. I'm constantly being put off and told to be patient.
Automatic translation:
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6 months ago
Dear Fbn44,
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 can 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 allow me to ask you a few questions, so I can better understand the situation.
- Is your casino account currently accessible to you?
- Is the information on your bank statement identical to the information in your player profile?
- Have you contacted casino support regarding the issue? With what result?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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6 months ago
Translation
Hello Thomas,
To answer your questions....
- Yes, my account is accessible to me.
- My information in the documents is 100% identical to the information in my player account.
- The support always just puts me off and asks me to please be patient, supposedly a specialist will look at the documents and I will be informed
The whole game has been going on since June 11, 2024
Since then verification is necessary.
I have verified myself with documents at Mr.Bet several times in the past. There have never been any problems so far. And I meet the criteria of the documents 100%
After that I uploaded the required documents again (screenshot of my dashboard with name and IBAN)Automatic translation:
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6 months ago
Thank you very much, Fbn44, for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@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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6 months ago
Translation
I have now been verified. After numerous attempts and repeated attempts to contact support.
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5 months ago
Dear Fbn44,
I am glad, that your verification process was successful.
Have you also been able to receive a withdrawal?
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5 months ago
Dear Fbn44,
Could you please clarify, what was the whole withdrawal amount, and how much you received as of now?
Thank you
