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

Dear Mateo123106,

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 advised what specifically seems to be a problem in verifying your account? Could you please advise where and what documents you have sent?

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, good afternoon, in response to your query, I inform you that I sent you my passport photo on both sides, my mach card that you should know, this is virtual, I sent you a photo of it with all the numbers and password, I sent you the bank visa card I have been on both sides also with all the numbers plus a certificate from the bank that shows my address and my data, I sent them another mastercard on both sides also with all the numbers I did not even cover them as you will see I do not know what else to send if I help in this please wait for your answer thank you

Hello, good afternoon, I continue to insist on mr bet. I've been trying to communicate with them since aller and the page is not responding and now in maintenance I think, but still nothing I have no response from them at all if the first and second time I win I had no problems, on the contrary in less than a week they paid me and now I do not understand why this happens I am going to serve a month and unfortunately does not want to pay

Thank you very much, Mateo123106, for your reply. I will now transfer your complaint to my colleague Jozef 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.

Hello good afternoon aller Friday February 5, once again my documents were rejected, I do not know how it is possible that they are looking for the fifth leg of the cat where there is none, they simply do not want to pay me, but I will not give up.

Hello Mateo.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Dear Casino Guru team,

The user needs to verify the payment methods used on our site for deposit and cashout. The verification procedure is very important, we have to be sure that the funds will be transferred to the right person.

Mateo needs to provide us with proof that the astropay multicashout and cl webpay methods lawfully belongs to her. From the documents user has already sent us we can see only the account number, but we also need to see the name to fully verify astropay multicashout payment method. For this reason, we kindly ask the user to provide us a bank statement in pdf format. And in the same statement, there should be seen deposits to our site, which can be accepted as confirmation of transactions through cl webpay.

From our side, we’ve already requested all necessary documents and are waiting for the users’ timely response.

Best regards,

Mr.Bet casino 

Dear Mateo.

Please, could you provide the casino team with required documents?

Player's additional response:

Once again I tell them that they do not want to pay me but I will not give up since it is my money, they want me to get bored and play what I won but they will not succeed, I ask for my money every day and they tell me the same thing Their documents are being reviewed and within 24 hours they will have an answer, it is a lie when I charge to play they deducted the amount of my cards, but now that I made my withdrawal, my cards are not useful for them, putting obstacles and according to them they are not right that It is a lie, my data is my cards, I hope you help me, how am I going to continue playing in that casino if it does not give me confidence? Also they already canceled me 2 times and I had no problems and now that I won double they do not do it

Dear Mateo.

Please, be aware that the verification process is a mandatory process in almost every casino. We recommend you to follow the casino request for the documents and inform us about the whole process. Could you do it, please?

You know this casino mr bet is lying to me since I have nothing more to send and they still tell me the same thing every day

Dear Mateo.

Since these documents are mandatory to pass your KYC. Please, could you provide us with proof that the astropay multicashout and cl webpay methods lawfully belongs to you? You can forward it to my email address jozef.k@casino.guru or post it into this case (it will be automatically marked as sensitive - not visible for the public).

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Dear Casino Guru team,

We would like to inform you that Mateo was successfully verified and provided all the requested documents. I believe that complaint is no longer valid and should be closed. 

Best regards,

Mr.Bet casino.

Hello there,

Dear Mr Bet Casino team, thank you for your cooperation in this case.

Since the player hasn’t responded to our messages and the casino confirmed that the player has passed through the KYC, we do not consider the complaint as valid and I am closing the case as 'rejected'.

The player can reopen this complaint anytime.

Best regards, Jozef

Casino.Guru