The player from Austria has won €4500 at Mr.Bet but faces verification issues as the casino asks for a bank card linked to her phone number, which is not applicable since she pays via Apple Pay. Despite uploading all necessary documents, the player has experienced repeated errors and unhelpful support responses over the last 4 days.
Mr Bet Casino - Player’s verification process is delayed.
Amount: €4,500
Mr Bet Casino
Safety Index:HighSafety Index
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8.9
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Case opened
Current status
Waiting for player to reply
5d 8h 24m 9s
Case summary
2 days ago
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2 weeks ago
Translation
I won €4500 at Mr.Bet and now I have to verify my account, which is fine up to that point.
However, they keep asking for a bank card with my phone number, which doesn't exist in that form because I pay using Apple Pay. I have been waiting for 4 days now for my verification, and support either blocks me or ends the conversation abruptly.
I have uploaded all the necessary documents and bank statements, but I keep receiving an error message.
Support keeps telling me to upload a bank statement, which I have already done 4 times, and we're just going in circles.
It feels to me like they're just trying to delay the process.
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2 weeks ago
Dear r44jszh27j,
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 take KYC lightly.
- Could you please indicate the deposit amount and date of the deposit made to the casino?
- Have you attempted to discuss your circumstances regarding the deposit and sufficient proof with casino support? With what result?
- Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
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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2 weeks ago
Translation
Hello, yes of course, the amount was 150€ and the date was 02.12.2024
I have made several attempts and uploaded documents several times.
I can gladly send the chat history by email
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1 week ago
Thanks for your reply and the information you provided.
The casino support told you to upload the documents without using a graphic editor.
Have you complied with this request?
Has the casino acknowledged the documents as valid since your last post here?
Please let me know if our assistance is still necessary.
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1 week ago
Translation
Hello, yes I have already done that, unfortunately yesterday the support rejected the documents again, they demand proof of payment from 01.12 over 150€
However, this transaction does not exist because I deposited on December 2nd, 2024 at around 1:50 am.
I have now uploaded the bank statement again, which I had already submitted twice before
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1 week ago
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My verification is now complete..
I hope that I will get my money now
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1 week ago
Dear r44jszh27j, Thank you very much for the update.
We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.
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2 days ago
Dear r44jszh27j,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
r44jszh27j has 5d 8h 24m 9s to reply
