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

It's asking to verify my account, it requires photos of documents such as a driver's license, but when I send photos, they don't accept it, there's a drawing of a red trash can on top of the photo, and all the photos are very clear. I already made another withdrawal some time ago, to this same account. I need it resolved urgently, I need the money. waiting for reply

Dear Leonardosouza,

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.

I have checked the general terms and conditions, and this is what I found:

"1.3. Documents we require from you

The identification documents we request from you may vary on the basis of the payment method. We typically ask for documents, such as but not limited to:

Proof of identity: a copy of a valid ID document (for example, driver license, passport, national identity card, or residence permit) and your selfie;

Proof of address (utility bill or an official document issued by the government);

Proof of payment method (a bank or card statement, a photo of the credit/debit card, etc.).

You will find the exact documents you need to provide in the verification request.

1.4. Photo requirements of your documents

Please make sure your documents are in acceptable condition:

A clearly legible photo of an original document;

Your personal data must match the details on your Member Account;

All corners of the document must be visible;

Screenshots, scanned copies, and black and white photocopies are not acceptable.

1.5. How to submit documents

If we have requested documents from you, we will have sent a link to you on your Member Account and to your email address. Clicking that link will allow you to upload images/photos of your documents.

Please do not email us with your documents."

Please let us know if this advice was helpful or we need to intervene. Looking forward to hearing from you.

Best regards,

Petronela

I've already sent the documentation twice, more, more they didn't accept, being that I sent quite legible photos

This is not fair, why complicate it so much when we withdraw money that is ours.

Have you been informed what specifically seems to be a problem in verifying your account, please?

Dear Leonardosouza,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.