The player from Germany is having issues with payment method verification using Giropay; they provided a PDF and screenshot of their online banking statement, which was rejected. After our intervention, we were able to help the player to get their winnings. The player confirmed they received the funds in the end. The Player’s complaint has been resolved successfully.
Mr Bet Casino - Player's struggling with the verification of his deposit.
Amount: €18,000
Mr Bet Casino
Safety Index:Very highSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
9 months ago
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10 months ago
Translation
The casino does not accept payment method verification (Giropay).
PDF and then screenshot of the online banking account statement was rejected without any specific reason. Support doesn't help either.
I am supposed to prove the debit of 100€ on June 30th, but since it was the weekend it was only debited on July 3rd.
Data are all correct and should be sufficient for a successful verification.
Automatic translation:
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10 months ago
Dear maxro1990,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Mr Bet Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
Could you please specify when the amount you deposited in the casino reflected on your casino account? Which deposit method have you opted for in the cashier menu of the casino?
Could you please send me the relevant correspondence between you and the casino regarding the issue? My email is tomas@casino.guru
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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10 months ago
Translation
On 06/30/23 I deposited €100 twice at Mr. Bet via giropay and made a profit of €18,000.
In order to pay out the amount, I should verify myself.
ID document, selfie and proof of residence were accepted immediately.
In order to verify my payment method, I should upload a PDF with the online banking statement.
Name, said bookings in the period from 30.06 - 03.07 with the giropay debits are clearly recognizable and assignable.
The PDF is original and unedited directly from my house bank.
I have also uploaded a bank statement directly from giropay on which you can compare the booking numbers from my bank statement. (With name, date and order, process and customer number)
In the meantime, the verification of the payment method has already been rejected 3 times with the unclear reason:
Hello! Unfortunately, your documents did not pass verification.
Please review your documents carefully and upload them again.
Thanks for the photos. Unfortunately, we cannot send your application to the finance department because your documents do not meet our security requirements. Please go to the verification page and check the requirements. Correct the documents and send them using the upload form. If you still have questions, please contact the support team.
I uploaded:
PDF bank account statement
PDF account statement + screenshot of account statement
PDF account statement + screenshot with the bookings from the giropay account
Unfortunately, the online chat does not give any concrete situation-related answers and says I should upload the documents again with the booking of 30.06 / 100€ that led to the win.
This was only debited from my account on 03.07 because it was the weekend. The date shouldn't really matter because the booking number has to match. The exact time and date are on the giropay statement.
I've already written a few emails with the support, so far no target-oriented results...
Each time it takes another 48 hours to get the Verification Failed message again, try again. It is extremely stressful and time consuming...
I have been registered at this casino for some time and the deposits, which have always been made via the same bank account / giropay, worked immediately and without any problems. Unfortunately, the payout has been different so far.
I hope you can mediate in this case and bring the matter to a good conclusion.
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9 months ago
Thanks for the detailed explanation of the situation, maxro1990. I will now transfer your complaint to my colleague Michal (michal.k@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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9 months ago
Hello maxro1990,
I'm Michal and I have taken over your complaint. I have reviewed your case and can you please forward to me at michal.k@casino.guru the same bank account statement bank in PDF and the Giropay statement where the deposit transaction number is visible that you have already provided to Mr Bet Casino?
I will contact the casino to shed more light on this matter.
We would like to invite Mr Bet Casino to join the conversation.
Dear Mr Bet Casino,
Can you please provide information on why were the documents provided by the player not sufficient to finish the verification? What other if any documents are still required from the player?
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9 months ago
Translation
Finally I was verified. The payout has been under review since Friday. Once paid, the case can be closed.
Automatic translation:
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9 months ago
Thank you for the update, maxro1990.
Yes, please let me know once you successfully received the funds.
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9 months ago
Dear maxro1990,
One of your withdrawal requests was approved and is now in process. It means that the withdrawal has been approved from our side, and the money has been debited from your account, but the payment provider is still processing it.
Thanks for your cooperation.
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9 months ago
Translation
The first transaction has been confirmed.
Thanks to all involved.
The case can be closed ✅️
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9 months ago
Great news, maxro1990. I'm glad to hear that you successfully received your winnings.
As the complainant confirmed that the withdrawal was successfully received, we consider this complaint to have been successfully resolved. I have my fingers crossed 🤞 that all other withdrawals will be processed the standard way. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation and please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.
Thank you in advance for your time.
Best regards,
Michal
Casino.Guru
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