The player from Germany is experiencing difficulties passing the verification. The complaint was rejected because the player didn't respond to our messages and questions.
Mr Bet Casino - Player’s struggling to complete account verification.
Amount: €1,000
Mr Bet Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
10 months ago
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11 months ago
Translation
Dear Team,
I have tried many times for verification at Mr.Bet. For more than 14 days I've been trying all kinds of documents (selfie, credit card, employment contract, giro card, bank statements, proof of residence, etc..).
Automatic translation:
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11 months ago
Dear Hulya81,
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 when exactly you sent the last document? 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,
Kristina
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11 months ago
Translation
Dear Kristina
I got the letter yesterday. They claim that I want to delete my player account. They come with false statements, they are cheeky, why should I do it, it's about my profit. Here is the email from the Mr bet team.
Kind regards Hulya81
Hello Hulya,
Hope you are fine!
I am writing to you regarding your account.
You recently emailed us some documents. I have checked your account details and the system says your account has been suspended and you recently requested your account deletion.
I ask that you indicate this if you have any questions about the documents you have sent or your account. We're here to help.
If you have any other questions, you can always contact us. We are there for you around the clock.
Best regards,
Gaming club manager, Mary
Automatic translation:
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11 months ago
Thank you very much for your reply, Hulya81. Do I understand correctly that you have not requested account closure? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
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