The player from Germany is having difficulties withdrawing winnings due to incomplete verification. Unfortunately, the player lost his balance before we could help, therefore we were forced to reject this complaint.
Mr Bet Casino - Player’s struggling to complete KYC verification.
Amount: €2,000
Mr Bet Casino
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Case closed
Our verdict
Other
REJECTED
Case summary
2 years ago
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2 years ago
Translation
Hi, I've been having trouble verifying my account for several weeks. It takes time to ask for other documents, bank statements, bank cards, etc. I have used several of my bank accounts, two are verified and have a green tick. I wanted to send winnings to the known verified accounts again and again. It is always blocked and not transferred because documents are allegedly still missing. The first withdrawal of €400 was made without verification. After that I was asked to verify and twice I was not able to withdraw good winnings. Now I've gambled you away again. No more MRBET. juice shop. I had also asked for better communication. And more direct communication with the test center is required. Nothing has happened. The chat is translated and doesn't always seem to be fully understood. I can speak English, but I was offered German. OK. Better for me, but that's not how it works.
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2 years ago
Dear Umittne,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. Unfortunately, some casinos require more documents than others and it can take some time to collect and review all the details.
Before we move forward could you please clarify how much money is currently in your account? Do I understand correctly that you have lost the winnings you wanted to withdraw?
Thank you very much in advance for your reply.
Best regards,
Kristina
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2 years ago
Translation
Hello,
Thank you for tackling this issue so quickly.
Yes, I gambled away winnings several times because they were not paid out. For me it is an important part of the so-called bankroll control. In addition, two bank accounts have already been verified with ticks. It is understated that if you use different bank accounts, they must also be verified in order to make a withdrawal at all. If I had known that and that the verification process would take an unreasonably long time, I would not have played at all. There is also no short-term self-locking. In addition, withdrawal amounts should be blocked from further play, or at least with a security option. I won't keep playing if you don't get your winnings paid out.
In the first case it was €2,400 and in the second case €1,900. In both cases, not everything should be paid out immediately, but of course a large part. Both profits have been lost again, but each time over several days.
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2 years ago
Translation
Here is a screenshot of the last verification attempts from the history
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2 years ago
Thank you for your reply, Umittne. I am afraid that since you have played/lost your winnings, there is not much we can do for you. However, do not hesitate to let me know if you require assistance with passing the verification in case your account still hasn't been verified. Please, let me know how you wish to proceed.
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2 years ago
Dear Umittne,
We are extending the timer by 7 days. If there is anything else we could help you with, let us know, otherwise, we will reject your complaint.
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2 years ago
Translation
Hello Kristina, thanks for trying to help me, but as you have already informed me, you cannot do anything for me without winnings to be paid out. That's the problem. You just delay the payout process until the winnings are gone. That must not be. Obligation to provide information when making a deposit is miserably neglected. Instructions that Visa accounts must be balanced before transferring to another account are completely absent! The main thing is to gamble as much as possible. Pay out winnings? None.! I don't play there anymore, it was definitely only successful as long as you didn't make a payout. the first payout was alibi payout! To make you believe it works. You just get cheated in this world. Using gambling regulations as an excuse to not cash out winnings is pretty sick.
Automatic translation:
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2 years ago
I am sorry, but the player is the only one responsible for their account, active balance, and all the bets taking place. For future references, please contact us as soon as the issue evolves so we can intervene before it's too late.
Unfortunately, after gathering all the necessary information we are forced to reject this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.
