Mr Bet Casino - Player's withdrawal and document verification is delayed.

I want to express my outrage with this Casino!

I've never experienced this with any other platform I've used.

I found out about this casino through Guru and, whenever possible, I would play on it. But I only lost money... however, I decided to give it another shot and managed to win a sum of 1200 Brazilian reais there! I asked to withdraw money on the 30th of November 2023 and sent all my documents, all correct without any problems, but they said it would be a 48-hour verification time, it's taking a week and they're denying my perfectly valid document!

I sent a photo of my ID card, driving license, and everything possible to verify myself (as I've done before and was accepted), they simply take more than a week to respond and still deny a legible document.

It's completely irresponsible, waiting a month to get the money you've won is very disheartening, I am deeply disappointed with this Casino because they are not going to pay me and are denying to avoid paying me my money.

Dear Aryasma, 

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 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 did you send the last one?

Could you kindly specify which of your documents was rejected and why?

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, 

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 800 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Good afternoon Verônica, of course I can inform you!

The documents I sent to the Casino were accepted in all other cases where I had to verify the document.

They deny it and don't say why it was denied, I have all the prints.

Exactly NOTHING was informed, only the NEGATIVE was simply informed... they didn't give me any reason. I've been trying to send the documents for 1 month and they take 15d to deny them. They don't give me a reason, they don't tell me anything... I sent my CNH (driver's license) and my ID (my personal registration in Brazil). In all the casinos I played at I sent the same documents and they were approved on the same day.. here they take 15d to deny a document in perfect condition. It's very complicated to wait all this time for verification... please help me. I sent my document again on 12/18/2023.

Thank you very much, Aryasma, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi Aryasma,

I've just reviewed your case and am sorry to hear about your struggles with the verification. I 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 what was the reason for rejecting the player's documents?

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

Dear Natalia,

The Player managed to provide all necessary documents for verification. The account was successfully verified and the withdrawal request was processed.

Thank you very much for checking this, Mr Bet Casino.

Dear Aryasma, could you please confirm as soon as you receive your withdrawal so that we can update the status of your complaint accordingly?

Dear Aryasma,

Have you received your withdrawal from the casino yet?

Dear Aryasma,

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. It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint at any time.