The player from Germany was complaining about the lengthy verification process. The issue was eventually resolved and the player got paid.
Mr Bet Casino - Player’s struggling to complete account verification.
Amount: €3,300
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
Public
Public
2 years ago
Translation
I've been trying to make a payment for 3 weeks, unfortunately it doesn't happen because documents are repeatedly rejected, in detail the certificate of residence is always rejected. I tried it with a tax assessment, a payslip, account statements and a registration certificate as a photo and in PDF format , I don't know what to do anymore, can you please help me, because an email to support didn't help either, even though I threatened legal action...
Automatic translation:
Public
Public
2 years ago
Dear leftdutty,
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.
Do I understand correctly that providing Proof of Address seems to be the only obstacle standing between you and your winnings?
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
Public
Public
2 years ago
Translation
Yes it seems that proof of address is the only obstacle as all other documents have been accepted...however, the casino keeps rejecting proof of address no matter what document I upload...I've tried multiple proofs of address...I had even got an email that my account is fully verified then wanted to pay out and 3 days later another email came that my account is not verified, screenshots are available...
Automatic translation:
Public
Public
2 years ago
Translation
So the first payout of 500€ has now been paid out, however the whole fuss is now starting again from the beginning when I requested the next payout of 1×500€ and 1×1000€...now the casino rejects all documents to verify the Form of payment from although they had previously accepted it and sent emails again Account is fully verified and a few minutes later suddenly not anymore...it's unbelievable what this casino does..
Automatic translation:
Public
Public
2 years ago
Thank you very much, leftdutty, for providing all the necessary information. I do apologize for the late response. 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.
Public
Public
2 years ago
Hi leftdutty,
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.
Public
Public
2 years ago
Dear Peter,
We want to inform you that the user has been fully verified since he provided all the necessary documents. His withdrawals are currently in the "pending" status and will be processed shortly.
Best regards,
Mr.Bet Casino team
Public
Public
2 years ago
Thank you Mr.Bet Casino team for the update.
Dear leftdutty,
Please let me know when you receive your funds.
Public
Public
2 years ago
Translation
That came today. I have uploaded the documents several times and have been approved and then subsequently rejected 
Automatic translation:
I received this on May 29th.
Public
Public
2 years ago
Translation
Just uploaded my documents again and that was the answer as always 
Automatic translation:
Public
Public
2 years ago
Dear All,
Apparently, the responsible department requested additional verification and this did not appear in our internal logs. The user successfully uploaded additional documents, his account was fully verified today. The money was sent from our side for processing by the payment provider. Please note that bank transfer withdrawals can take up to 7 working days.
Best regards,
Mr.Bet Casino team
Public
Public
2 years ago
Thank you Mr.Bet Casino team for explanation.
Dear leftdutty,
Please let me know when you receive your funds. Hope it will work this time.
Public
Public
2 years ago
Translation
So far I haven't received any money. Let me know if there's any news.
Automatic translation:
Public
Public
2 years ago
Translation
I got paid. The case is solved. Many thanks to the GURU TEAM
Automatic translation:
Public
Public
2 years ago
Dear leftdutty,
I'm glad to hear 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
