The player from Germany was experiencing difficulties verifying the address of residence, which recently changed. The issue was eventually successfully resolved as the player passed the verification and withdrew their funds.
Mr Bet Casino - Player’s struggling to verify their account.
Amount: €5,000
Mr Bet Casino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
8 months ago
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1 year ago
Translation
Hi
After several attempts to verify my account for the purpose of a payout, the reason for the rejection is that my address is not correct. I've moved in the meantime and haven't updated my address on the casino site. I have done this now. I've been waiting for it for over a week now and you're just being put off. At the same time, I tried to verify my account because of the payout so that I could get my winnings. Rejected several times and only now was I told the reason (probably because of my old address) I have the feeling that you are only being held out in order not to have to pay out the profit.
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1 year ago
Dear kaimann,
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.
Could you please advise which documents you have already provided and when exactly did you send the last one? Did you provide proof of address document regarding your old or your new address?
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,
Tomas
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1 year ago
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Many thanks for the quick reply.
Yes, I have uploaded my re-registration from the office including the stamp. A screenshot of a bank statement, my ID card, screenshot of my paysafe account. So pretty much everything. This was all uploaded since last week Wednesday. I can neither withdraw my winnings nor verify my account to withdraw it
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1 year ago
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My account was already verified with my old address. I had to do one again and now I live at my new address. My old address is still stored in my paysafe account. So I don't know what the whole game is supposed to do there unfortunately
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1 year ago
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Now it is like this that my verification was blocked because of this message.
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1 year ago
Hello kaimann,
thanks for the explanation. As far as I know, the address in your Paysafe account can be changed. Could you advise if you were able to provide the casino with the screenshot of the transaction of your deposit they require from the Paysafe account at support@mr.bet ?
Let me know about the result and if this helped you.
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1 year ago
Dear kaimann,
Did you receive an update from the casino regarding the verification? Is your account still blocked? Please let us know about any news. Much appreciated!
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1 year ago
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My address has still not been changed after daily inquiries. Also, my account is still blocked for verification
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1 year ago
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Here from yesterday. I think I will never get my money
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1 year ago
Thank you very much, kaimann, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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1 year ago
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Many Thanks. Should I send an email there or will I be answered here?
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1 year ago
Hi kaimann,
I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Mr Bet Casino to the conversation to participate in the resolution of this complaint.
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1 year ago
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Gladly.
Yesterday I was informed by the casino that I should confirm (upload) my new address during verification and my old one by email. Unfortunately, I still have my doubts that it will work.
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1 year ago
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My account is now verified. However, I can only give away half of my total cash balance. problem has been reported. Once again I was put off and allegedly a special department would be responsible for it again. So ridiculous. Now mr bet is only trying to admit half of it to me. Absolutely impossible !
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1 year ago
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Here's the proof. Before my verification, I was able to withdraw the entire amount. Now suddenly not anymore
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1 year ago
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Now I'm being held up for 2 days regarding my payout. Again I have to wait for said department. 2000€ have been in progress since then. I can't pay out anything from the other €2000.
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1 year ago
Hi kaimann,
Thank you for the update. We need a statement from the casino to make some progress here. The casino was notified so we have to wait for a response. It usually replies within several days.
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1 year ago
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The first 2000€ are here now. As before, the remaining winnings cannot be paid out and are blocked
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1 year ago
Dear kaimann,
Please be informed that your account is fully verified. And in the system log we see a successful withdrawal of 2000 euro on 23rd of January. You also have 2000 euro on the game balance. We kindly ask you to clarify if there are any issues staying unsolved.
Best regards,
Mr.Bet Casino team
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1 year ago
Translation
Hello
Yes, the remaining €2000 cannot be paid out due to an error. It's very annoying that I've been chasing the whole thing for almost 3 weeks now.
I have done everything that was requested in the emails. I'm always put off and I'm told that it's checked by a special department. I can already see that I have to wait another 3 weeks until my money is transferred to me.
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1 year ago
Dear kaimann,
We see that you have 2 successful withdrawals one in the sum of 2500 euro on 27.01.2023 and another in the sum of 1200 euro on 30.01.2023.
Please clarify if the issue is still relevant.
Best regards,
Mr.Bet Casino team
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1 year ago
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Everything worked out perfectly in the end. Many Thanks
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1 year ago
Hi all,
Thank you for your replies.
Dear kaimann,
I'm glad to hear that your withdrawals went through. 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
