Mr Bet Casino - Player’s struggling to complete account verification.

Hello, I made a withdrawal at this casino on October 31, 2022, the withdrawal amount was 2500e. I didn't play with the bonus money.

On 31.10, I was told that the account must be confirmed before the withdrawal can be processed. I sent all the documents they asked for and they still haven't verified my account. It's been 15 days, I still haven't received my discharge. They don't answer e-mails, they keep saying "wait we'll get back to you soon" I can't log into my account myself because on 31.10.2022 I set a time limit and set a game ban until 30.12.2022. Please contact the casino and find out why it is taking so long?

Dear Lola1556,

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 takes KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise which documents have you already provided and when exactly you sent the last one? Have you provided all the required documents as soon as possible and in the correct format?

If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can 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

hi, I submitted all the documents in the requested format. I haven't received any answer from the casino at what stage the check is at and why the check takes so long. Mr.bet keeps saying "wait wait wait" but 15 days in checking and waiting for withdrawal is too much. They don't answer me.

.

Here is a picture of the documents they requested. I have submitted all the documents they requested in the correct format on 03.11.2022.

they emailed me today. It's been 16 days now

Still nothing… 17th day today.

Hi, you asked to send relevant communication between me and the casino. There is no relevant communication between us. Every time I ask "how long will it take for my withdrawal and account verification" I automatically get the same email "wait" and no other information. It has now been 17 days since I requested a withdrawal (I requested a withdrawal on 31.10.2022) and I submitted all the documents they requested for confirmation in the correct format on 3.11.2022, 14 days ago. The casino is not communicating with me.

Nothing new today either. Can you contact the casino, I think this is ridiculous that I have had to wait 18 days and I don't get any answers from the casino.

Why does this casino have a perfect reputation on your site? I looked at this casino and the player reviews and it is far from a casino that fully deserves its reputation. THIS casino does not respond to emails, does not respond anywhere. This casino's priority for players is the word "wait". I've waited too long already.

Nothing works at mr.bet casino, not customer service, not withdrawing money, not verifying the game account.

Hi, I got an email from the casino today. They are AGAIN asking for the same documents that they requested on November 3, 2022, and I delivered them the documents on November 3, 2022 in the form that they requested. I don't understand what exactly this is? This is one big joke.

I don't understand why I have to submit EXACTLY the same documents again that I already submitted on November 3, 2022, why they just don't pay my winnings. Do I have to wait again for the next 16 days before these documents are accepted/not accepted again?

I resubmitted today these documents they requested. Ridiculous

Kristina, I sent you an email where they asked for 3.11.2022 documents I also sent you an email where I sent the required documents on 3.11.2022

Thank you very much Lola1556 for your reply. I will now transfer your complaint to my colleague Michal (michal.k@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 Lola1556

I'm Michal and I have taken over your complaint. 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.

Dear Mr Bet Casino,

Can you please provide some information regarding the delay of the player's withdrawal? What is the need to resubmit the same player documents that have been submitted before? Do you require any other documents for the verification process to be successfully finished?

I was just in the mr.bet customer service chat and here is their answer. They had not even received the documents that I sent on 3.11, despite the fact that on 4.11 I received a confirmation of sending the documents. On 5.11 I received confirmation that the documents are under review.

today 18.11 I received information that they do not have the documents they requested. I sent all the documents they requested in the correct format ALREADY 3 November 2022. I have forwarded to Kristina the documents sent by e-mail that I sent on 3.11, they are exactly the documents that mr.bet requests, the documents contain exactly the information that mr.bet requires.

ridiculous. I also want interest on late payment for each day.

Dear Lola1556

I fully understand your frustration, but please understand, that before every withdrawal the casinos undertake a gameplay check as well as KYC and AML check that in some cases can take even weeks. This is a standard procedure and although I can agree with you that the whole process can be done more quickly or more user-friendly, but the casinos need to follow certain regulations and processes.

At the moment I can only advise you to be please patient and wait for the casino's conclusion.

I was informed by mr. From Bet that they won't say goodbye to my bank account. According to them, the account statement I sent does not have my address and card number, this is not my problem that my bank does not offer this feature, however, I have sent them a picture of my card, I have sent them a picture of my electricity bill with my address.

according to mr.bet, the bank statement has a different iban, a different name. Which is a complete lie. The account statement has my name, the same iban from which I deposited on the mr.bet site, the account statement also has bic.

when mr.bet asked me for documents they asked:

- Bank Transfer - Screenshot from your online banking or the Bank Statement. We need to see the number of your bank account FI8257224120244692 and the name of the holder;

I sent this and it contains my name and account number.

mr bet asked:

- Proof of address - municipality bill for utility services such as gas, electricity, water, sewerage, etc. with your full name, address, and date fully visible and showing proof of residence. It should be dated within the last 90 days with your name and address on it.

I sent a picture of my electricity bill that contains my address and my name.

- Valid ID - it can be a local passport, international passport, driver's license, residence permit, or a military card, with an Expiry date minimum of 1 month. Both Front and Back of the ID card must be received;

- Selfie with an ID document;

I sent a picture of my card, as well as a picture of my ID and also a picture of my face holding the ID in my hand.

here's the mr.bet customer service chat today:

Still nothing new. I have submitted all the documents they requested, but apparently the casino has its own processing times for game account verifications. The 48h processing times according to their terms are a complete joke, I hope no player will go to this casino, you won't get any winnings from this casino. I've been waiting for them for 19 days.

and the customer service of this casino is also a big joke, they don't answer my questions, they always give the same answer, which is "wait"

Dear Lola1556,

As Michal mentioned we as a licensed casino need to follow certain regulations and processes and that's why the processing of your request may take some time.

You have provided the documents and they are now being checked by the responsible department. Unfortunately, support service agents cannot advise you in detail on your documents, since they are not directly involved in their verification. At the moment we are waiting for clarifications from our responsible department and we guarantee that we will receive further comments from them soon.

We thank you for your patience and cooperation.

Best regards,

Mr.Bet Casino team

Yes.. licensed casinos handle game account confirmation within the deadline, they don't take 20 days like it has taken you until today. You asked for the first documents from me on 3.11 and 18.11 you said that the documents did not correspond to what you asked for (in reality they were exactly the documents you asked for), so it took 16 days to check the documents. 18.11 I delivered more documents, now 4 days have already passed, how many more days will it take before you get anything done. 😀😀😀

Dear Lola1556

As I mentioned previously, I fully understand your frustration, but please understand, that before every withdrawal the casinos undertake a gameplay check as well as KYC and AML check that in some cases can take even weeks. Once again I can agree with you that the whole process can be done more quickly, but the casinos need to follow certain processes that are required by their regulations.

At the moment I can only advise you to be please patient and wait for the process to finish.

I understand, but I don't understand why mr bet didn't answer your question or mine. WHAT went wrong in the first revision? Which document was not accepted. I don't get what they ask for from the bank statement. I sent exactly the same statement as the first time, so we reject the confirmation AGAIN.

Look Michal and please respond, thanks for your help.

3.11 they asked me for the following documents:

I delivered exactly everything they asked for. Here is the bank statement that I already delivered on November 3

18.11 I get an email where they ask for exactly the same documents. Here are the documents they requested on 18.11

I went to their chat and asked why? They said the statement sent on 3.11 does not show your name or account number. Michal, see the 3.11 account statement I sent them. They harass customers.

Hi Michael close this complaint and give the casino black points.

I will continue the complaint with the license provider and take the matter forward.

the fact that the casino says that the process will take, I think 4 weeks is already too much, considering that I submitted ALL the attachments the casino asked for on 3.11 but they not only checked them but asked for new attachments (fortunately I have a screenshot of this where they admit this.) don't know what 3.11 has happened to my attachments, have they drowned in their email or what, but it is also a concern if the casino is not able to provide protection to players when they send personal attachments. it has already been 7 days for the new attachments to be checked, the casino does not respond to e-mails. If the casino responds to my email, they respond with auto-feed.

Dear Lola1556

Sorry for my a bit delayed response. Yes, on the screenshots you have provided us I can see your name mentioned on the bank statement. Usually, on the bank statement, it's clearly visible the account number and the bank account holder's name together or close to each other, but I understand that every bank can have its own statement formulation, so this should not be an issue. Just to minimize any doubt I would ask the bank to provide a statement where this information are easily visible and upload a new statement to the casino to help to speed up the verification process.

I have to repeat myself that I understand your frustration with the long verification process, but sadly this is an essential process that the casino is required to undertake because of their license regulations. 

You can, of course, escalate your case further to the regulator, but I'm not sure it would be of any help at the moment as the casino is cooperating with you and with us as well by resolving your complaint. I would kindly recommend you to be patient as we are doing our best to help to solve your complaint, but If you really want close your complaint on our forum and continue with a complaint to the regulator, please confirm this, and I will close this complaint. 

Hi, thanks for the reply. This is the account statement received from the bank's website and the only account statement the bank offers, it clearly shows the information the casino requested. You can also see from the account statement that card purchases have been made with the card number: 492057******6000, which is my debit card, I have also provided pictures of the front and back of the card to mr bet casino. The front of the card has my name on it.

I don't understand what is the problem here. If the casino agrees to cooperate with you, could you kindly find out why the case has not been resolved yet?

the casino doesn't cooperate with me, they just say wait, I've been waiting for 4 weeks already.

thank you for your time.

Dear Lola1556

The information we have at the moment is that your documents are now being checked by the responsible department and are waiting for clarification. The casinos undertake a gameplay check as well as KYC and AML check. These checks are individual and it's hard to estimate any time frame. In some cases, the casinos cooperate with specialized certified companies to undertake throughout checks and that could prolong process time. I understand that in the ideal scenario every withdrawal could be processed the next day, but it's rather rare than an industry standard and we've seen cases where such checks took over 3 months, so although 20 days (not business days) is quite a long time, it's nothing unusual.

Again, at the moment, there is not much that can be done, just to advise you to be patient.

Dear All,

Given the situation with the verification of documents from the user, we ask for additional time to consider this issue. From the beginning of next week, we are waiting for additional comments from the responsible department regarding the documents.

Thank you in advance for your patience.

Best regards,

Mr.Bet Casino team

mr.bet kasino please tell me what is in the documents for which you need more time and even more comments from the relevant department of the documents? I want to know what is in my documents that requires such a long inspection? I have a right to know this.

Or is this your typical way of "playing time and not paying winnings"

Well, mr.bet casino would my account finally be confirmed? Unbelievable that it takes so long to watch and check documents. It is also unbelievable that the player does not get any information about his own case.

Dear Lola1556

As I mentioned previously, I fully understand your frustration, but please understand that the checks take time. You can write your reactions as many times as you like, but I'm not sure if that makes any difference. The casino will either update you directly or will provide an update to our forum if there is something new. 

Again, I can agree with you that the whole process can be done more quickly, but as mentioned numerous times the casinos need to follow certain processes that are required by their regulations.

At the moment, I can only advise you to please be patient and wait for the process to finish.

Yes, I am going to update EVERYTHING here. I want everyone to see how this casino works and I want potential future players if they end up reading mr.bet complaints to make up their own mind to go play on their site or not. Maybe you should also check the value you give to this casino? This casino has the most player complaints compared to other casinos and you have a review for them "perfect reputation casino" hmm here is something really strange.

whatever it was, mr.bet, you promised from the beginning of the week to comment on my confirmation, please comment.

Dear Lola1556,

We are very sorry that you have such an impression about our work. Your case can be considered special and the procedure is complicated by the fact that when withdrawing funds, you set a self-exclusion limit, which assumes that the user will not have access to the site and verification. As a loyal casino, we accept your documents for verification, although according to the rules we must wait for the end of the self-exclusion period and only then carry out verification.

When checking the documents, it turned out that the address of residence indicated by you in the account profile during registration does not match the one indicated in the documents.

In order to change the address, you need to go through the GDPR procedure and the support service agents will contact you shortly.

We care about the level of customer satisfaction with our service and can guarantee you that your problem will be solved as soon as you pass the verification.

Best regards,

Mr.Bet Casino team

I have submitted all the required documents, I hope this won't take EVEN longer!!

Dear Mr Bet Casino,

Can you please give us an update on this? Are all the documents provided by the player sufficient, or do you require any additional documents for the verification process to be successfully finished?

Mr.bet could you react? How long does it take you to check my message? Today is already the sixth day.

Michal, could you start reacting already, this casino business is RIDICULOUS.

On 1 December 2022 they request the following and I reply to the message on 1 December 2022

It takes them a WEEK AND I GET AN ANSWER TODAY:

WHY COULD THIS NOT BE REQUESTED ON 1 DECEMBER 2022? This is already ridiculous, it has already taken more than a MONTH to delay one game account and withdrawal.

now I replied to that message and I HAVE TO WAIT AGAIN AND I WILL PROBABLY GET ANOTHER MESSAGE FROM THEM AFTER A WEEK "hey we need x and x"

HYI WHAT A CASINO!!!!!!

you told me that it may take some time for the game account to be confirmed, but this effort of theirs is just BULLYING the customer. FOR OVER A MONTH THEY HAVE BEEN CONSTANTLY ASKING FOR DOCUMENTS WHEN THEY COULD HAVE ASKED FOR THESE DOCUMENTS ALREADY ON 18.11.2022 in their email they requested because on 3.11 I have submitted documents where my address is different from the one on the game account, please note that the game account was made years ago and people change one address during the check IT DOESN'T HAVE TO PASS OVER A MONTH . they asked for new documents on 18.11 but there is no mention that the address does not match the address on the game account.

In their email of 1/12/2022, they inform me that all documents are accepted except the ADDRESS. ALL of these documents are the same ones that I already submitted on 3 November and 18 November 2022. I have had to deliver the same documents twice.

Dear Lola1556

I can agree with you that the whole process can be done much quicker, but I would like to put your attention to this reaction from the casino...

"Your case can be considered special and the procedure is complicated by the fact that when withdrawing funds, you set a self-exclusion limit, which assumes that the user will not have access to the site and verification."

So if you would not opt for self-exclusion, your verification process could have been processed the "standard way" and it might have been done already.

However, I can still empathize with you that despite this a bit complicated situation the process could be done much quicker as the casino could ask for all the needed documents to be sent all at once. At the moment it seems that only the address confirmation is needed so please sent the required documents to the casino and let's hope that the process can finally be successfully done.

Thanks for the answer. I HAVE ALREADY SENT THE DOCUMENTS THEY REQUESTED AGAIN. They must take a year to revise them.

and that casino's reaction is nonsense. Are you trying to say that a player who is trying to protect himself from losing his withdrawal money cannot exclude himself from the casino for x amount of time if a withdrawal request is pending? This again is against fair gambling, and unreasonable terms of use. EVERY CASINO should HAVE this option in their tools.

if you read mr.bet complaints (mr.bet casino has by far the most complaints compared to other casinos) and everything is about WITHDRAWALS AND GAME ACCOUNT VERIFICATIONS and in more than 80% of complaints the player has collected to play his balance 0 due to a long withdrawal. This is how mr.bet casino works, it slows down the verification of the game account and the withdrawal so that the player would play with a balance of 0.

if mr.bet requests additional time for this complaint, close this complaint without additional time, I will move the matter forward. they have had 3 weeks to resolve this case of mine.

you can also give them black marks.

anyway, I'm terrified how they can have a perfect reputation from a casino guru, if you read the PLAYERS' reviews, it's a complete flop casino.

Hello Lola1556,

The support team has already contacted you and requested confirmation of the address of residence. You submitted it yesterday, the appropriate department will give an answer on it at the beginning of the working week.

We draw your attention to the fact that during registration, you entered an address that does not match your current residence address, so we provided the opportunity to go through the procedure for changing the address on your account to pass verification.

Best regards,

Mr.Bet Casino team

are you serious? When registering, I gave the address where I lived at the time. Did you even notice that the account was CREATED MANY YEARS AGO, and it's natural for people to move.

I think you didn't notice that either, because you ignore everything.

Dear Lola1556

Of course, it is absolutely normal that you can change your address or other details over time, but it is an industry standard that it is the player's responsibility to keep all of these details up to date. As you can see, the combination of this and the other already mentioned factors have an impact that your verification took much longer than usual. Let's hope that the verification process won't take much longer.

Yes, yes, but the difference in the address should have been noticed already at the first check on 18.11. Also, when they noticed the difference in the address, they should have asked for a confirmation document of the old address as well, and not delayed the matter. Here they are just trying to play time, ridiculous. Don't give the casino more time, they said that the answer will come at the beginning of the week, so I'll wait if there's no answer, I won't continue the complaint, it's ridiculous that they got 3 weeks more time.

Dear Lola1556

Yes, I can agree with you, that all the "mismatches" could have been marked by the casino at once, but as mentioned numerous times the casinos need to follow certain processes that are required by their regulations.

Let's hope this is the last obstacle in the verification and once this is sorted, your withdrawal will be processed ASAP.

Dear Mr Bet Casino,

Can you please give us an update on this? Are all the documents provided by the player sufficient for the verification process to be successfully finished?

Hi Michal this is a big joke can you react? I received the following email today:

I sent them the document they requested now, I hope this won't take the next 7 days, Christmas is coming, can this matter be speeded up???

they do this on purpose, deliberately to delay withdrawal. They are playing for time, they could have told me in their email on December 9, 2022 that they need a pdf version. Now I have to wait 7 days AGAIN before I get a new answer from them about what they NEED AGAIN. I WANT TO LEAVE THIS CASINO WHY ARE THEY MAKING THIS SO DIFFICULT?

this casino is a big joke look Michal they don't even respond to my email to close the game account on 1/12/2022 !!! I have sent them many emails to close the game permanently! They are just playing for time and waiting for my ban to end on 30.12 so that I could play my withdrawal

Dear Lola1556

I am not sure how all the internal processes in Mr Bet Casino are working, but I know from experience that once you apply for self-exclusion all the other options in your casino account including withdrawal are usually disabled by default. The self-exclusion request usually has priority over all other functions, so as the Mr Bet Casino mentioned you have submitted a self-exclusion request that in combination with other factors causes difficulties.

Again, I understand your frustration, but at the moment there is not much we can do from our side. Your verification is being processed, so sadly I can only advise you to be patient, and let's hope that the verification process won't take much longer.

Dear Mr Bet Casino,

Can you please give us an update on this? Are all the documents provided by the player sufficient for the verification process to be successfully finished?

Michal, you misunderstood, they have not banned me from their casino permanently. I put a self exclusion on the website myself which ends on 30.12.2022 (it was the maximum you could put) after that I asked mr.bet casino on the electric pist several times to block my account permanently because of the fear problem, they ignore my request to this day. They are delaying the withdrawal and verification so that 30.12.2022 would come and my account would open and I would play my withdrawal.

mr.ber casino, please stop sending me all marketing messages (which I have also requested several times, and close my gaming account. You say you are a "responsible and licensed casino" and that's why it's already been more than a month since the confirmation. Start your responsibility by being able to protect the player who asks for protection because of a gaming problem and follow his request.

A very responsible operation...

and it's unbelievable that it takes a week to check one electricity bill...

Hello Lola1556

just to clarify, did you apply for a self-exclusion or game restriction on your account immediately after you submitted a withdrawal request, or when exactly was it?

As for the marketing preferences, I believe you can opt-out of receiving any marketing material in your casino account, or there usually is an option in the email footer to unsubscribe from future emails.

I first made a withdrawal request on 31.11.2022, after which I blocked my playing through the game account myself for 1 month, the game blocking will end on 30.12.2022 (it was the maximum I could) Immediately after the withdrawal request, I sent an email message that I would be permanently blocked from their casino due to a game problem. So it feels like they are making this confirmation difficult so that my ban ends on 12/31 and I play my money. But I don't understand why they can't ban me permanently which I have requested many times due to game issue, they just ignored it.

I can't cancel the ad email because it requires logging into the account, I've already tried!

here is the chain of events:

On October 31, 2022, I deposited money and won 2500e, made a withdrawal request and prevented myself from playing on my own site for 1 month.

On October 31st, I request by email to close the game account permanently without the possibility of opening it again.

On 31.10 they announce that they cannot close the account because the withdrawal request is being processed.

On November 1, 2022, I request to close the game account again by email DUE TO A GAME PROBLEM.

On 9.11, I again request to close the game account permanently by email.

according to them, the game account cannot be closed due to a withdrawal in progress, not even if you have a game problem. This means you are not protected. When my self-imposed ban ends on December 30, 2022, I can play freely. They delay the withdrawal so I can play my money.

Dear Lola1556

So my assumption was correct. Since you applied for self-exclusion immediately after the withdrawal request, the self-exclusion request had priority over all other functions. This and the combination of the other mentioned factors causes the verification delay.

Anyway, at the moment it looks like, that all these obstacles are solved so I have my fingers crossed that your verification will finish ASAP.

Not resolved. My game account is frozen until 30.12. A permanent exclusion due to a game problem has not been implemented.

Dear Lola1556

Please understand, that your casino account is not fully closed because of the ongoing verification and withdrawal. Once this is finished, the casino can close your account for a certain period of time or permanently.

Dear Lola1556,

Your last document, a bank statement, shows the old address. Please provide the document with the new address that you have recently indicated as active and correct when going through the GDPR procedure.

We understand that the verification process has been delayed, but it is important for us to confirm the new address, since the verification was provided with outdated information and now it is possible to change it in order to successfully complete the verification.

When you provide our support team with a new document, make sure it has your new address on it.

Best regards,

Mr.Bet Casino team

Mr bet what do you want are you crazy?

my current address is on my bank statement!!!!!!!

the gdpr procedure took place because my account was registered in 2019 and I lived at x at that time, currently in 2022 I live at a different address. In the GDPR procedure, I had to confirm the address of the address registered to the account (i.e. 2019) and change the 2019 address to my current address where I live in 2022.

you sent me an email on 1 December 2022:

where you ask for confirmation of my old address.

I will reply to you by email on 1 December 2022 where I will black out my old address and confirm the new address:

On 9 December 2022, please confirm the old address

On December 9, 2022, I will respond to the email and send the electricity bill to the old address.

On 14.12.2022, I receive an email from you that the electricity bill I sent from the old address must be in pdf version

On 14 December 2022, I will send you the electricity bill for my old address as a pdf version.

Now you're telling me my bank statement doesn't match my current address? My bank statement shows my current address!!!

My address is Floitti Dianan kuja 4b 15, as I mentioned in the gdpr email. Does anyone even work there? Does anyone read my emails?

18.11.2022 Sent bank files where do you see my address, and now you claim that it does not match my current address?

Michal, I went to mr.bet chat and now they inform me that they don't have the document of my new address, which I have already provided them 4 times. And in the email they sent on 18.11.2022, they confirm that they have a document of my address.

Dear Lola1556

Just so you know, LiveChat as a first contact customer service doesn't always have access to all the information from other "specialized departments" so they can't fully provide all the information. I was informed by the relevant department that the address verification should be the last thing to sort. If I understand it correctly you have provided all the relevant documents, so it shouldn't take long.

yes, I have updated the address information 4 times already. The last time was 18.11.2022, but they informed me that they don't have that document.

I don't send a new certificate anymore, I don't trust their email, I send sensitive information and they inform me that they don't have this information.

On December 1, 2022, they sent me an email where they confirm that the new address (the document I sent) does not match the address on the game account, why did I go through the GDPR procedure successfully. So I still don't understand why the confirmation of the game account has not already been completed when all the documents have already been reviewed once.

Dear Mr.Bet Casino,

Are all the documents provided by the player sufficient to make the verification process finally successful?

mr.bet how long does it take to confirm my account? Needless to say, there is a lack of documents.

On November 1, 2022, a picture of the electricity bill has been sent.

On November 18, 2022, a PDF file has been sent for address confirmation of my electricity bill.

On December 9, 2022, a picture of my electricity bill was sent.

Dear Lola1556

According to the last information I have from the casino is that since you applied for self-exclusion immediately after the withdrawal request, the self-exclusion request had priority over all other functions. This and the combination of the other mentioned factors causes the verification delay.

I'm not saying that this is your case, but from experience, I know that when a player applies for self-exclusion the casino's software is somehow restricted until the set time period expires, so as mentioned previously most "normal" functions of the player account are not available and even the casino can't really do much about it as this is a requirement of the licensing authority. 

I understand this is not a solution to your current problem, but because you have needlessly applied for self-exclusion it appears that we would need to wait until the self-exclusion time period expires.

Again, I am not saying this is your case, we still need more information from the casino. What I can say for sure is that I am in communication with the casino and are working on your case.

It's strange that the self-blocking request can be removed by sending them an email and the account is activated within 24h, but you don't get withdrawals because they don't know how they could give my money.

second, really really weird. This means that if the player wins and goes to the chat to ask for help, that his account would be closed due to a game problem and he is afraid that he will lose his winnings, then it would not succeed because the casino would never be able to pay out the winnings. My case is exactly this. I went straight away and they told me no, so I put the self-locking on myself.

I understand that this is not a solution to your current problem, but since you have applied for self-exclusion to no avail, it looks like we will have to wait for self-exclusion until the deadline expires.

for real? Since I have applied in vain? You think gambling addiction is pointless, sure

Dear Lola1556,

We cannot remove the limit of the exclusion itself, especially if the player mentioned a gambling addiction.

In the Responsible Gaming tab in the footer of our website, you can find a detailed description of the self-exclusion limit and how it works on our website:

Self-exclusion period

You can set the self-exclusion period for your player account, ranging from 24 hours to 2 months. If you feel you need a longer period than that or even permanent exclusion – please contact the Customer Care team. The setting is applied immediately. During a self-exclusion period, there will be no way for you to get to your account. You neither can edit the self-exclusion period. Make sure to request the cashout before setting the self-exclusion, otherwise there will be no way to request for withdrawal.

In order to have access to verification on the site and at the same time be able to create requests for withdrawal of funds, while not having access to games and the function to make a deposit, you can use the cool-off period.

At the moment, you do not need to send additional documents, we are waiting for our responsible department to check your documents. Unfortunately, due to the holidays, the number of requests and applications has increased significantly and we will have to wait for a response from the responsible department.

Best regards,

Mr.Bet Casino team

Yes, I did exactly as instructed.

I did the withdrawal first, after that I set the self-lock. Why, you didn't offer me this option:

You can use the grace period to gain access to verify the site and at the same time create withdrawal requests, even if you do not have access to the games and the deposit function.

"

once again, you have had 1 month and 24 days to handle the verification of my game account. Even this document that you are currently checking was already sent to you one month and 24 days ago. the fact that the customer is not your priority has already been noticed. I pressed and asked you to solve my case before Christmas, but that was obviously not your goal. So thank you or , and Merry Christmas.

your argument:

Unfortunately, due to the holidays, the number of requests and applications has increased significantly and we have to wait for a response from the relevant department.

Do you not process requests on a first-come, first-served basis? I don't think that any of your customers have sent documents before me, i.e. 1 month 24 days ago? So shouldn't MY case come first in this matter as well.

Dear All,

We are glad to inform you that after checking the documents by the responsible department, the user's account has been verified. Today, 12/27/2022, the withdrawal was successfully sent by us to the user's account. On the part of the bank, payment processing can take up to 7 business days.

The account is blocked in accordance with paragraph 3.9.2 of our terms and conditions. We reserve the right to terminate the relationships and block or close your account at our sole discretion due to Responsible Gambling concerns.

The account is permanently closed and cannot be reopened.

Best regards,

Mr.Bet Casino team

Thank you for the response, Mr.Bet Casino.

Dear Lola1556,

Please let me know once you successfully receive the funds.

Hi, I received the payment. Can you make all screenshots private they show my personal information. My name is special, and I don't want others to know it.

thanks for help.

Great news, Lola1556. I'm glad to hear that you finally successfully received your winnings. All the provided screenshots have been set as "sensitive attachments" so they are private to the public and only the involved parties can see them.

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, and 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