The player from Germany is experiencing difficulties withdrawing his winnings due to ongoing verification of the payment method. The issue was successfully resolved, the player received his winnings.
Mr Bet Casino - Player’s struggling to complete the account verification.
Amount: €1,500
Mr Bet Casino
Safety Index:HighSafety Index
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8.9
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Translation
Hi there,
Clearly arranged beautiful design.
I last deposited at this casino with a Payself card, but also won 1600 euros via Klana (instant transfer) and without a bonus, paid 1500 euros to the same account as the deposit. When checking the documents (approx. 48 hours waiting time), an identity confirmation and Selfie approved, but (form of payment) is not confirmed, although I have uploaded the Payselfcard photo, even more, have also uploaded an account statement with my name and account details as with the deposit with Sofortüberweisung. Nevertheless, it is canceled or not approved without me exactly to communicate what kind of document I should send as a form of payment .. Please help.
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3 years ago
Dear Tuscani090283,
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 the payment method seems to be the only obstacle standing between you and your winnings? If there's any relevant communication please forward it to petronela.k@casino.guru.
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
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3 years ago
Translation
Hi there,
Exactly that, and although I am sending all the documents for the second time, the form of payment is not accepted.
I don't get an answer to my email questions about why this is the case.
regards
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3 years ago
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Hi there,
the payment form was missed again for the third time today, I was told via live chat that I should take a screenshot of my Payselfkarte account where the name and the payment to the mr.bet provider are written, I have sent the screenshots and the payment form was rejected again.
please help!
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3 years ago
Thank you very much, Tuscani090283, for providing all the necessary information. I will now transfer your complaint to my colleague Peter 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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3 years ago
Hi Tuscani090283,
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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3 years ago
Dear Casino Guru team,
The User managed to upload the necessary payment method proof on 16/10/2021. Our appropriate department has checked the documents today and approved the request.
We are sorry that the workload on the weekend created a queue that slowed down the process of processing documents.
We apologize and assure you that the next time the withdrawal of funds will be faster and more convenient!
From our side funds were transferred to the User’s bank account. We are waiting for a response from the payment provider. Please note that the processing time of SEPA payment provider can take from 1 to 7 business days.
Best regards,
Mr.Bet casino team
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3 years ago
Translation
Hi there,
Documents were successfully checked today on October 18th, 21st, I can confirm this.
I am waiting for the transfer.
thanks
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3 years ago
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Hi there,
my winnings have just been transferred.
Thanks to all involved.
Dear GuruTeam, You can now close the case.
Best regards
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3 years ago
Hi all,
Thank you for your replies.
Dear Tuscani090283,
I'm glad to hear that you received your winnings. 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
