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

Hello, when verifying the account they asked me 3 times to send national identification and I sent my IFE which is the voter's credential and they rejected it and gave me no reason or concrete answer, they only told me on all occasions that my account was being verified and I would get an answer through my email in 24 or 48 hours, and it was always the same, they gave me the same answer, then they no longer allowed me to upload any document, it only said unauthorized verification, yesterday I complained again, they gave me the same answer as I already described them, the same thing that they were going to send me an email etc, today I wanted to enter and now my account has been blocked

Dear fershos69,

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 verifying your personal picture ID seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?

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

Hello, good afternoon, I sent my IFE, which is a national identification document, and they rejected it and did not give me an answer as to why, and now they have already blocked my account. It has been totally blocked

And I don't have some other official documents I'm from a town and when I ask for a document it takes up to a month to give it to me, and the only thing I had was my IFE and it is the most legal document in Mexico and they rejected it

Thank you very much, fershos69, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.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.  

Dear fershos69,

I am so sorry to hear your account has not yet been verified. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a representative to join this conversation and participate in the resolution of this complaint.

Dear Mr Bet Casino,

Could you please state why the player's withdrawal account has not yet been verified? Is there any problem regarding the player's provided documents?

Thank you in advance for providing the information.

Kind regards,

Stefan

Dear Stefan,

Please be informed that fershos69 failed to pass verification. His account was blocked according to our terms and conditions clause 3.1.3:

3.1.3. You must enter all mandatory information requested into your registration form, in particular, your identity, your address and contact details, including a valid e-mail address, your place of residence, phone number, date of birth, relevant payment information; all of which must be true and correct. You are not permitted to use PO Box address as your place of residence. It is your sole responsibility to ensure that the information you provide is true, complete and correct. You are hereby notified that we carry out verification procedures and that your Member Account may be blocked for access or closed if you are found to supply false or misleading information and/or documents.

Unfortunately, the user provided documents that do not meet our requirements for the KYC procedure.

Best regards,

Mr.Bet Casino team

Dear Mr Bet Casino,

Thank you for your response and the information provided.

Could you please specify which information was wrongly provided in the registration form?

Thank you very much in advance.

Kind regards,

Stefan

Dear Stefan,

We've sent you an email with details of this case.

Thank you in advance for your consideration!

Best regards,

Mr.Bet Casino team

Dear Mr Bet Casino,

I have responded to your email, and I am awaiting your reply.

Kind regards,

Stefan

Dear Stefan,

Please kindly check the supportive evidence that we've provided in our recent email.

Best regards,

Mr.Bet Casino team

Dear fershos69,

We were informed by the casino that you have provided them with a forged document.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion.

Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Stefan