Mr Bet Casino - Player's winnings are stuck due to a verification issue.

The issue is that I won 21,000 and during the verification process for withdrawal, they asked me for photos of two cards, and one of those cards isn't mine. Now, they're telling me that the cards cannot be changed and my money will be stuck there forever because I don't have that card.

Dear germanchukis05,

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.

Could you please advise how long you were a player in the casino and which deposit methods have you used so far in order to deposit in the casino?

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

Hello, good evening, that's right, it's correct as you mentioned, I was a player at the casino this week, I made a deposit to my casino account through my bank's application and when I won they told me that I had to wait 24 hours for the withdrawal and It's okay, and when 24 hours have passed, they ask me to confirm and ask for photos of 2 cards, one of which is not mine and in the virtual chat they tell me that it is not possible to change it, they only answer the same copied and pasted messages

Could you please send me the correspondence (emails, chat transcripts) you received from the casino and a screenshot of your deposit history? My email is tomas@casino.guru

I am looking forward to hearing from you.

Dear germanchukis05,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.