The player from Austria is experiencing difficulties withdrawing their winnings due to ongoing verification. The issue was successfully resolved. The player was verified and received his winnings.
Mr Bet Casino - Player’s struggling to complete account verification.
Amount: €5,000
Mr Bet Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
Hi. I've been trying to verify myself for 2 weeks. each time there is a different problem with the payment method. I sent everything. You just don't let it go because you probably don't want to pay out the 5000.-!? 🧐
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2 years ago
Dear flucherstefan,
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 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
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2 years ago
Translation
Hi! I booked 2 times 50 euro on my account, with the payment method eps. Therefore you want a bank statement for verification where you can see the transfer from eps to my account. first I sent the booking confirmation as a screenshot. 3 days later the rejection... then you wanted the booking confirmation as a pdf - done done.. 3 days later another rejection.. Then you wanted a bank statement for the entire month of April. I also sent. now i'm waiting again for 3 days but no reply.. i guess you will decline again and need something new.. please help me to speed things up.
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2 years ago
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Update: 5 whole days have passed now... there is no response from the casino. I find it kind of funny that it takes 5 days to check a document. According to the casino, it takes a maximum of 48 hours. I ask for your help, dear Guru Team
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2 years ago
Thank you very much, flucherstefan, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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2 years ago
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Thank you for the feedback! I look forward to hearing from Peter M. soon
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2 years ago
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Update: I just got an email that my account was verified.. a minute later another email and it suddenly said that the documents didn't match.. so again nothing with verification and payout.. I then wrote to mr bet. the answer came that I should upload the bank statement as a pdf for the month of April. However, I have already uploaded this document and it was rejected. when I asked what was wrong with that, they just ended the conversation.. I'm getting desperate... Please help me. It can't be that difficult to sort it out.. You have to pay me my honestly won prizes, don't you?
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2 years ago
Hi flucherstefan,
I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Mr Bet Casino to the conversation to participate in the resolution of this complaint.
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2 years ago
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updated:
Got a message today that my account has been verified.
Have now paid 5000.-. I'm curious if this will go smoothly or if there will also be problems..
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2 years ago
Dear All,
We want to inform you that flucherstefan completed the verification of his gaming account. His withdrawal was processed and is now in status "success". Please note that the processing time from the payment provider's side for bank transfer is from 1 to 7 business days. We kindly ask flucherstefan to wait a little bit for the provider to process his cashout.
Best regards,
Mr.Bet Casino
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2 years ago
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Update: It really worked! I am very happy, the money has been credited to my account. Thanks you can close the case
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2 years ago
Hi all,
Thank you for the update.
Dear flucherstefan,
I'm glad to hear that your account was verified and that you received your funds. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Peter
