Mr Bet Casino - Player’s withdrawal has been delayed.

Ich versuche seit fast 2 Wochen die Verifizierung für eine Auszahlung durchzuführen, allerdings wurden meine Dokumente bereits 4 Mal abgelehnt, da diese anscheinend nicht den Sicherheitsstandards entsprechen. Ich habe mich bereits 3 Mal an den Online Support gewandt - keine wirkliche Unterstützung (nur ich soll warten). Ich habe leider erst jetzt gelesen, dass der Verifizierungsprozess von Mr. Bet generell im Internet als sehr schlecht bewertet wird. Ich habe Pdfs von meinem Kontoauszug geschickt und alles wird abgelehnt. Bitte um Unterstützung. Danke

Dear Chrissy378,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Chrissy378,

Have you received your withdrawal from the casino yet?

Hallo,

Leider nicht, Kämpfe immer noch mit dem Verifizierungs Prozess, egal welches Dokument ich sende, die erkennen die Zahlungsmetohde nicht an.

Thank you for your reply, Chrissy378. Could you please advise which documents have you already provided and when exactly you sent the last one? Have you been informed what specifically seems to be the issue in verifying your documents? Have you provided all the required documents as soon as possible and in the correct format?

Hallo,

Ich habe Kontoauszüge wo die Einzahlungen des Casions ersichtlich waren, meine Kontokarte, Screenshots der Einzahlungen die ich getätigt habe alles in PDF Format.

Als Ablehnung kommt die eingereichten Dokumente haben leider die Sicherheitsprüfung nicht bestanden.

Habe den Kundenservice mehrmals kontaktiert, die haben mir auch nicht sagen können oder wollen woran es liegt.

Before proceeding with this complaint, 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.

Habe die Chatverläufe kristina.s@casino.guru weiterleiten gesendet.

Thank you very much Chrissy378 for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas@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 soon.

Vielen Dank

Hello Chrissy378,

I will assist you with the complaint from now on. I went over the communication exchange between you and the casino in order to familiarize myself with the case. I will do my best to help you. First I would like to ask the representatives of Mr Bet casino to join the discussion in order to help us progress with the verification issue.

Mr Bet Casino,

Could you explain what is the current status of the verification of Chrissy378's documents? Are any documents missing? Are any of the documents provided most recently in order? Could you explain which documents were rejected and why?

Dear Tomas,

According to the response from the responsible department, Chrissy378 needs to confirm that the payment method Sofort, through which she made deposits on our site, belongs to her. To do this, she needs to upload a bank statement in PDF format. In the statement, deposits to our website, the account number and the name of the account holder should be visible. On the recommendation of the responsible department, this may be a bank statement from the beginning of August to this day.

Chrissy378 should upload the bank statement in PDF format through verification tab on the casino web page.

Best regards,

Mr.Bet Casino team

Ich habe sämtliche Kontoauszüge in verschiedenen Variationen, Kontoauszüge mit einer Seite an Einzahlungen an Sie die Einzahlungen werden entweder als Transactive Systems, UAB oder als EasyEx OU als Soforteinzahlung bei mir verbucht.

Abgesehen davon war ich ja schon anfang August verifiziert, was komischer weiße aufgehoben wurde.

Hello Chrissy378,

The casino exclusively asks for the bank statement of the payment method 'Sofort'. Are you able to access the Sofort application or internet banking and provide such a bank statement to them?

Could you explain which payment methods you used to deposit and if Sofort was among them?

Hallo

Ich habe immer mit sofort Einzahlung eingezahlt, aber es wird bei mir unter Transactive Systems, UAB oder als EasyEx OU verbucht da steht keine sofort Einzahlungen

Hello Chrissy378,

I have sent you an email with some additional questions just now. I'll await your reply.

Thanks for providing us with additional information, Chrissy378.

Dear Mr Bet Casino team,

We believe Chrissy378 used the Sofort payment method only as a payment gate that stores and relays her bank account information for the purpose of transfer of funds and therefore we believe the payment method used for deposits was a series of bank transfers, with Sofort as a payment gate.

Chrissy378 demonstrated this to us via screenshots in private conversation.

Please consider these circumstances and offer an alternative solution on how to verify the funds deposited belong to the correct person. We'll await your reply.

Dear Tomas,

The user uploaded the statement only for August.

To pass verification, Chrissy378 needs an extract for both August and September.

If the user is experiencing difficulties with uploading documents, she should contact our support team. Our agents will help her and explain what she needs to do next.

Best regards,

Mr.Bet Casino team

Hello all,

thanks to Mr Bet Casino team for clarification.

Chrissy378,

please submit the documents for September and let us know about the result. Much appreciated!

Hallo,

Ich warte leider immmoch darauf das meine Dokumente akzeptiert werden.

LG

Hello all,

Thanks for the update, Chrissy378.

Mr Bet Casino,

Could you share what is the status of the verification of Chrissy378's documents and advise further steps?

Dear All,

Please be informed that the player has been successfully verified and the withdrawal has been processed.

Best regards,

Mr.Bet Casino team

Hello all,

Thanks for the update to the Mr Bet Casino team.

Chrissy378,

Could you confirm your account has been verified? Were you able to withdraw your winnings? Please let us know. Much appreciated!

Hallo

Mein Konto wurde verifiziert und der Gewinn bereits Ausgezahlt.

Vielen Dank für Ihre Hilfe.

LG

Great news Chrissy378! As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Hello,

We've received a request from Chrissy378 to reopen the complaint with the following message:

"Hallo

Leider wurde die verifizierung wieder aufgehoben und ich soll mich erneut vernifizieren.

LG"

Mr. Bet Casino,

Could you comment on the status of Chrissy378's account?

Dear All,

Additional verification does not contradict our terms and conditions.

The user needs to confirm that she made deposits on our website using the Sofort payment method, the details of which belong to her. To do this, she needs to upload a bank statement with a transaction for 9.11.2022 in the amount of 20 Euro that she made on our website and the name of the account holder should also be visible in the statement.

Prior to this, the user uploaded SEPA details, which did not meet the requirement for verification. Now the user has already uploaded documents for verification, which we find difficult to say because we do not have access to the documents that the user uploads.

At the moment, we are waiting for the verification of documents by the responsible department. After verification, the responsible department will either accept the documents or reject them and request to upload those that meet the requirements for verification. We strongly recommend that you contact the support chat in case the documents are rejected again for more detailed information.

Best regards,

Mr.Bet Casino team

Hello all,

Thanks for the detailed explanation to the Mr Bet Casino team.

Chrissy378,

The casino can ask for documents for verification at their discretion. Make sure to follow the casino's recommendation to contact their live chat support and let us know about the result of the verification and if you need any further assistance.

Hallo

Komischer weiße sagt jeder was andres beim live Support Chat , einer sagt ich soll die Einzahlungen von dem Datum einreichen,der nächste sagt ich soll es von einem anderen Datum einreichen .

Ist die eine zahlungsform vernfiziert, kommt das nächste wo ich mit vernfiziren soll.

Obwohl es gerade mal 3- 4 Wochen her ist wo ich mich das letzte mal vernfiziert habe.

Hello Chrissy378,

Could you explain if the documents you provided to the casino were accepted or if you require any more assistance? Please let me know.

Hallo

Leider wurde bis jetzt die Dokumente nicht akzeptiert, und ich benötige weiter Hilfe

I understand, Chrissy378.

Mr Bet Casino,

Could you assist in this case further, please? Which transactions need to be verified and which documents do you require?

Dear All,

Chrissy378 needs to upload an account statement that will indicate a deposit to our casino in the amount of 50 euros made on 11/10/2022. The account holder's name must also be visible on the statement.

Best regards,

Mr.Bet Casino team

Hello Chrissy378,

Yesterday I sent you an email. Would you be able to tell me if that helped you? Please let me know.

Habe den benötigten Kontoauszug zur Verfügung gestellt, warte noch auf Rückmeldung.

Hello all,

Thanks for the update.

Mr.Bet Casino team,

Please, let us know if the latest bank statement will be accepted and if there are any obstacles to Chrissy378's withdrawal request being processed.

Dear All,

Unfortunately, the documents that the user uploaded were rejected. The reason for the refusal is that the user uploaded an extract for October. We ask the user to upload a November statement with a deposit to our website created on 11/28/2022 18:53:17 UTC.

The user needs to confirm the sofort_extra payment method.

Best regards,

Mr.Bet Casino team

Thanks for the reply to Mr Bet Casino.

Dear Chrissy378,

make sure you submit the bank statement for the relevant timeframe, depending on when the deposit was made. Please let us know if you have any news or concerns.

Dear Chrissy378,

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.

Hallo

Leider wurden wieder alle Dokumente abgelehnt.

Thanks for the update, Chrissy378.

Mr.Bet Casino,

Could you advise what is unsatisfactory about the documents provided? Much appreciated!

Good day to all!

After checking the documents by the responsible department, an additional bank statement was requested with a deposit of 20.00 euros made on 12/13/2022 at 10:34:46 UTC. The deposit was made using the sofort extra payment method.

Last time, the user uploaded a statement in which there was no given deposit to our website.

We kindly ask Chrissy378 to upload the deposit statement to our website on the verification page in the user profile.

Best regards,

Mr.Bet Casino team

Thanks for the reply, to Mr Bet casino team.

Chrissy378,

Let us know when you upload the required bank statement with the transaction included on it. Keep us updated and inform us in case you require any further assistance. Much appreciated!

Dear Chrissy378,

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.

We have received the following message from the player:

"Hallo

Leider wurde die verifizierung wieder aufgehoben und ich soll mich erneut vernifizieren.

LG"

Dear Chrissy378,

Which verification documents are necessary for you to submit to the casino? Were the submitted documents approved? Could you please specify what is currently the amount you are trying to withdraw, or your withdrawable balance?

I'll look forward to your reply.

Hallo

Wieder Kontoauszüge wo die Einzahlungen erkennbar sind, die bisher eingereichten Unterlagen wurden abgelehnt.

Es geht um 3100 Euro.

LG

Dear Mr.Bet Casino team,

Please, let us know what seems to be the issue in accepting Chrissy378's bank statements.

Dear Tomas,

Chrissy378's account is now verified. There is no more need to upload additional documents.

Best regards,

Mr.Bet Casino team

Dear Chrissy378,

May we consider the issue resolved?

Dear Chrissy378,

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.

Hallo

Ja das Problem ist gelöst.

LG

Dear Chrissy378,

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 and Mr Bet Casino for your cooperation.

Please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru