The player from Austria had had issues with the verification process while trying to withdraw 1500 Euro from an online casino. His official residency confirmation from the Municipal Office had been incorrectly marked by the system and he could not upload a new one. After several exchanges with the casino and the complaints team, and multiple document submissions, his verification had finally been successful. The casino had processed his withdrawal and the player had confirmed receipt of his funds. The issue had been resolved to the player's satisfaction.
Mr Bet Casino - Player's struggling with the verification process.
Amount: €1,500
Mr Bet Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
9 months ago
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10 months ago
Translation
Good Day,
I requested withdrawals from Mr. Bet (1100Euro +400Euro). Now I have to verify my identity, which I did. Unfortunately, I found out today that the verification isn't working.
I uploaded a passport, a selfie, and an official residency confirmation from the Magistrate stamped. The official residency confirmation isn't working; during the verification, it was marked with a red cross. Nothing happens now, and I can't upload a new confirmation. An official confirmation from the Magistrate/Municipal Office is the highest proof one can provide for their residence.
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10 months ago
Dear Manuel9560,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that this was the only document you experienced issues with?
Have you tried contacting the casino for assistance? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.
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,
Kristina
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10 months ago
Translation
Yes, at the moment this is the only document that is causing problems. I have already written to customer service in the live chat, but I got the impression that you should wait, even though the promised 24-48 hour waiting time for the payout has long since passed. It seems to me that they are trying to delay this. I also don't have a chance to upload a new document because it doesn't work. When checking the applicant data there is still nothing, the symbol has been spinning in circles for days. I submitted a registration confirmation from the municipal office/magistrate with a stamp and signature. The 1500 euros are still in the gaming account as cash. The amount to be withdrawn was set to 0 after the withdrawal was requested. I am sending you a screenshot in the attachment. No bonus money or other gifts were claimed.
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10 months ago
Thank you very much, Manuel9560, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@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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10 months ago
Translation
Thank you very much ☺️ If I receive the money, I will of course let you know immediately. Lg
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10 months ago
Hi Manuel9560,
I've just reviewed your case and will try to help you by contacting the casino. We'll see what can be done when they reply.
Dear Mr Bet Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify the reason why the player's document was rejected?
I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.
Kind regards,
Natalia
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10 months ago
Translation
For information: Mr.bet now gives me the opportunity to upload a new document. The original registration form from the magistrate with a stamp and signature didn't work. I have now uploaded an original, current bank statement (1st page with address). Let's see if that works and whether the verification will take that long again.
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10 months ago
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Hello, Update: Original bank statement was rejected, now you are requesting ATM card.
I sent this immediately with a photo.
When it comes to support there are always just excuses. 
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10 months ago
Dear Natalia,
The user has been requested to upload proof of payment, specifically a bank statement, wherein the name of the account holder and deposits to our platform are clearly visible. However, the user inadvertently uploaded a bank card instead of a bank statement, leading to the rejection of their documents.
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10 months ago
Translation
Hello, for information, I have just sent all booking confirmations confirming proof of payment, a bank statement, a passport and a registration confirmation.
If the payout still doesn't work, it's incomprehensible to me.
Of course, I will let you know immediately if and when the money will be paid out.
Thanks.
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9 months ago
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For your information: Checking was not carried out again despite all the documents, bank statements and all booking confirmations. I then contacted customer service and was told that they had a booking confirmation dated exactly February 13th. need. The others don't count. I sent this to support, who assured me that it would be forwarded to the department 😂 You can only laugh more. But well, they just need confirmation from February 13th.
And again they ask for a little patience.
I'll wait a little longer for my money, otherwise we'll try to collect it with the lawyer, he said the Faro Entertainment casinos are known for this, but they usually pay out, it just takes time.
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9 months ago
Translation
Update: Nothing is happening at the moment, no one is responding, money hasn't been transferred
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9 months ago
Thank you for the updates, Manuel9560.
Dear Mr Bet Casino, could you please check the documents the player provided on 26th February, as per their reply?
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9 months ago
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Update, the documents were positively verified today, the payment is being processed, as soon as the money arrives I will report it. Lg
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9 months ago
Dear Natalia,
We're happy to report that the user's verification process was successfully completed today. We appreciate your cooperation and effort in this matter.
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9 months ago
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Hello, The verification took a really long time, but the money has just arrived. The transfer worked extremely quickly.
Thank you to everyone involved for the positive handling of the case. Thank you and best regards.
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9 months ago
Thank you, everyone, for the updates.
Dear Manuel9560,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not 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,
Natalia
Casino.Guru
