The player from Germany is experiencing difficulties withdrawing their winnings due to ongoing additional verification. Player’s complaint has been resolved successfully.
Mr Bet Casino - Player’s struggling to complete the account verification.
Amount: €10,000
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
2 years ago
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2 years ago
Translation
Good day,
my account was already fully verified in October 2021 and I have made various withdrawals via bank transfer without any problems.
A few days ago I had a slightly larger profit and wanted to pay it out. As a result, my verification was revoked and I am supposed to verify myself again. I have submitted data for this, but these will not be processed and I have not received any feedback.
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2 years ago
Dear elpatron,
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 informed what specifically seems to be a problem in verifying your account?
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
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2 years ago
Translation
Good day and thank you for your reply. When I asked again in the chat, my verification was processed with priority and shortly thereafter rejected. When I asked further, I was told which documents were actually required, which was not known beforehand. These documents have been submitted and are currently pending review. If the verification status changes, I will report back here.
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2 years ago
Perfect. It looks like things are moving. Please keep me informed about any further developments.
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2 years ago
Translation
Good morning,
as expected, the documents were rejected again. The bank requested proof of Giropay for a specific day. I uploaded this as a PDF.
In addition, they also took out the "Selfie" verification, which was previously verified. Unfortunately, this is only about prolonging the process extremely.
What tops it all off is that I told the chat the whole thing again and I can see the employee typing for a very long time below. After 5 minutes he simply writes: "We are offline. Please leave your contact details and
Your question and we will be in touch with you soon
set!"
So I can't get any further here, maybe you should consult someone responsible as a last resort.
Thank you and best regards
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2 years ago
Translation
Update: After asking again and uploading the documents again, my verification was processed more quickly. The documents have now been accepted and a partial payment has been instructed. If the first partial payment has been processed and received, I will contact you again here.
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2 years ago
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Money (1st payment of 5000 €) arrived on the same day as the verification.
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2 years ago
That's awesome. Thank you very much for the update. Please keep me informed about any further developments.
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2 years ago
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Second transfer arrived today, so the case can be closed. Thanks very much!
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2 years ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, elpatron, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
