The player from Germany won €620 and faced a deduction fee of €30 when attempting a withdrawal but was later subjected to a re-verification process. Despite providing multiple valid documents, including a bank statement and electricity bill, the casino repeatedly rejected her proofs of address, citing issues with document format and the unaccepted bank. The player could not upload more documents due to an upload limit and believed this was a delaying tactic possibly bordering on fraud. The issue was resolved after the casino released and paid out the winnings.
Mr Bet Casino - Player's withdrawal delayed due to re-verification problems.
Amount: €620
Mr Bet Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
6 months ago
Public
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6 months ago
Translation
Hello. I won over €600 there a week ago. I didn't use any bonus for the deposit. I've been registered there for years. I was already verified, which was confirmed again by an employee in the chat when I asked. Now I wanted to withdraw about €620 and, quite boldly, a fee of almost €30 was deducted. I might have accepted that if it had happened within 48 hours. But since I requested the withdrawal, I suddenly need to be re-verified. My ID and selfie were accepted, but the address proof keeps getting rejected, even though I followed all the instructions.
As proof of address, I downloaded a recent bank statement from my bank account and uploaded it as a PDF, as required. However, it was immediately rejected, supposedly because it was a screenshot, which is not true. After a week and multiple attempts to get my address proof confirmed, they seriously tell me that N26 is not accepted as proof, which is outrageous and is not mentioned in the terms and conditions. I also sent them a current electricity bill, and there are now over five documents on file, which should be more than sufficient and legally valid for verification. Still, they keep rejecting them, claiming they are not live photos even though they received those as well. Now I can't upload any more proof on my account; I'm told to contact their support email address, which I do every day. According to legal advice, all the documents are valid and correctly readable as proof. There is no reason for the rejections, and they keep insisting that I send new documents, which is pointless because only documents uploaded in the profile are verified. Strangely, I can't do that anymore because I've reached the upload limit.
I feel completely scammed. This is just a delaying tactic, and I'm at the point where I believe this is bordering on fraud. I've always been honest, followed the terms and conditions, and provided all required proofs immediately, and I've had enough. My account needs to be verified promptly, and my withdrawal sent to me. I don't even keep my winnings for myself; I'm one of the few who does something good with them and always donates half to the animal shelter, which makes the behavior of the operator and support even more annoying and frustrating. It's neither fair nor correct. I don't like being scammed or fooled, and I won't tolerate being treated like this. I'm not going to touch the money to gamble it away like most people probably do, which is what they are likely counting on, and that's why I'm urgently asking for your help because I'm tired of this and haven't been able to resolve anything with the operator.
All emails are saved, and as you can see in my attachments, after being asked for verification, I was required to be verified, and less than an hour later, suddenly documents were rejected as not verified. It simply makes no sense and is clearly a scam.
Thank you very much. Have a lovely evening.
Automatic translation:
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6 months ago
Dear Destinyw_23,
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 verifying your home address seems to be the only issue?
- Could you please clarify how many times your proof of address was rejected?
Additionally, if there is any other relevant communication between you and the casino, please forward it 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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6 months ago
Translation
Hi I wanted to let you know that the case can be closed 🙂
I didn't really expect it but today everything was released and paid out, but the path to get there was incredibly arduous, extremely time-consuming and the behavior of the provider and the support was very, very strange.
I thank you very much for your effort and wish you all the best 😊
Automatic translation:
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6 months ago
Dear Destinyw_23,
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
