The player from Austria had been trying to verify his account in the casino for over a month. Despite having submitted photographed documents several times and receiving approval, each time the casino reversed its decision claiming screenshots had been submitted, which the player denied. The player had provided various identification documents, including his driver's license, passport, selfies, a letter from his doctor, an invoice, and a registration certificate. However, after the complaint had been lodged, the casino finally verified his account and processed his payout. Consequently, the issue had been successfully resolved and the complaint was closed.
Mr Bet Casino - Player's verification process repeatedly unsuccessful.
Amount: €369
Mr Bet Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
The casino is refusing to accept my verification.
I have sent documents multiple times and even photographed documents over the phone every time, but it is claimed that I submitted screenshots.
This is not true.
Interestingly, I received a message that the verification was successful. This decision was reversed 20 minutes later.
After more than 1 month of unsuccessful attempts, I am now asking for your help.
Automatic translation:
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1 year ago
Dear Robi5580,
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 you sent the last one? Have you provided all the required documents as soon as possible and in the correct format?
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,
Kristina
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1 year ago
Translation
Hello,
I uploaded my driver's license, my passport and various selfies.
In addition, to verify the address, a letter from my doctor, an invoice and now even a registration certificate.
Nevertheless, everything is rejected.
The last time was 2 days ago.
Photographed with a cell phone and still claims it is a screenshot.
Automatic translation:
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1 year ago
Thank you very much for your reply, Robi5580. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
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1 year ago
Translation
Hello,
the casino has finally verified and paid out.
The complaint can therefore be closed.
Thank you anyway
Automatic translation:
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1 year ago
Dear Robi5580,
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,
Kristina
Casino.Guru
