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

Mr Bet is taking a considerable amount of time to verify my account. It is supposed to take a maximum of 48 hours, but my account is still not verified. They've asked me for my ID card and a selfie - something so simple and easy to authenticate, but their response takes an eternity. I have one million pesos pending for withdrawal, but I can't retrieve them until my account is verified. I've sent messages and emails, but they respond saying they don't know the date they will be able to finish because they have many pending verifications. I need to withdraw my earnings, and their delay is causing problems. Moreover, they leave the money there, tempting you to continue playing, and likely lose everything. But, I will keep my winnings until my account is verified and my money is withdrawn. I hope for a swift resolution and for my money to be withdrawable soon. Thank you. 😊

Dear sofiantogrr,

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.

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

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,

Petronela

Hello, at the moment I have no problem with the verification, it has simply taken longer than usual for that reason, I also have no way of knowing if the documents are correct or incorrect and my withdrawal cannot be processed until my account is verified... I'm still waiting for that to happen and they don't know the exact date, they say 24 to 48 hours but more than 48 hours have passed so my question is... How much longer can I have to wait??? But they don't know and I need it to be verified so that my withdrawal is approved and that's what I need my money soon

Hello sofiantogrr,

It's been one week since you submitted all required documents for verification, have there been any developments since our last conversation, please? 

Hello, in this case I fell into temptation and played the money now they have verified my account but again I won a large amount of money of 1,150,000 so I am now waiting for the approval of that money with the account already verified I hope that now they will approve my withdrawal since the account is verified and that they give me the money that I have at this moment

Casino guru at this moment I am again waiting for them to process the withdrawal of my money where at this moment it is 1150000 it is a lot of money that they have had me there for more than 24 hours when they say that the processing time of each withdrawal is 24 hours maximum but they take longer and the truth is very distressing for me I have made many deposits to this casino I have played a lot and when it is time to pay it is very very slow they take too long to process my withdrawal it still appears as a balance in the account and it says pending please help me so that the casino processes my withdrawal and pays me that they are honest as we are when playing in the casino and putting money so that they do not deliver the money to us accordingly

...My account is verified

Casino guru reported that after 2 full days they asked me again now for payment verification since previously they had only asked me for a selfie and identity card... Now they asked me for the payment method in this case they are very unclear when requesting the I sent the same documents twice since they asked for a webpay bank statement and a bank Transfer screenshot that are different payment methods but with the same card and the same routing and everything the same... for that reason I sent the same twice since the deposit that you ask me appears in both and my account appears in both my name my rut and all the necessary information I hope that now they do verify my account and do not delay my withdrawal anymore since it is a lot of money that I am dealing with to withdraw and the delay is eternal

Thank you very much, sofiantogrr, for your reply. Could you please advise if your withdrawal was approved already? Meanwhile, I adjusted the disputed amount from $1,000,000 CLP to $1,150,000 CLP.

Dear sofiantogrr,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.