Mr Bet Casino - Player’s withdrawal has been delayed due to verification issues.

i,ve been trying to get my winnings sind may/2023.. all the documentation they asked for and i,ve sent in ..its always not verified.. excuse after another. with them.. plse help me.. as i,m still trying to get my winnings to this day.. and again with the new papers i sent in.. right away.. NOT VERIFIED..plse help..

Dear cecilia63, 

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 did you send the last one?

From the screenshots you provided us with, it seems that the casino has not accepted your proof of address. Have you uploaded the document in the required format? Please note that it should be a photograph of a physical paper document, not a screenshot.

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

hello.. i sent in documentation on the 18th.. and of course verification denied..i,ve sent these in.. 1 from my band.. still in envelope.. 1 from cra website.. and from bank.... thank you..

ps the new documention i,ve sent.. to mr bet and yourself and it clearly shows my address and i did change the photo settings dif times to send documention to mr bet.. and still denied.. from before.. its like everyday always not good enough and not verified.. thank you

Thank you for the screenshots. Could you also please specify why your payment method has been declined? Which payment method did you use for depositing?

hello.. i have no idea of why.theyre not accepting. so far they gave me many reasons,change photo stettings,we dont accept screen shots, u have to take the pic within the yellow line, but mostly. just sent back.. not verified.. this 1 was from the 18th when i sent the last documantation to them.. i used internet /etransfer.on the very 1st deposit. .. i have no paypal/ or e wallet.. i would like my winnings back the same way.. if possible.. cuz i dont know wat a ewallet is..? thank you for helping me..

so i really dont understand.. why i keep getting denied..thank you for the help

ps.. i only use etransfers as u can see in the pic

Thank you very much, cecilia63, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@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.

Hello cecilia63,

 

This is Tomas, and from now on, I will be assisting you with this case. In order to help you resolve the problem, I will now contact the casino.

 

I'd like to invite Mr Bet Casino to join this conversation and participate in the investigation.

Can you please provide us with any reasons for the delay in the completion of the KYC procedure which causes the problem with the withdrawal request for the player?

 

Thank you.

 

Best wishes,

Tomas

hello Tomas.. thank you for helping me.. i,ve just sent this in..

just today july 26th 2023

they sent me this.. at my yahoo email..

Dear Tomas,

The fact are that there were no problems on our part to verify the user, but the user continued to send screenshots, screen photos and printouts in poor quality until 18.07, which we cannot accept and which do not confirm the deposit on our site. We offer the user to upload a pdf bank statement that will confirm her deposit to our casino and also a pdf bank statement that will confirm her address of residence. Unfortunately, photos with the address where the user circles the place where the information is indicated are not suitable, since this printout does not have a seal or any other indicators that this as an official issued document. On other screenshots, photos of the screen there are no information about deposit made to our casino. After 18.07 there were no additional documents uploaded. 

Dear cecilia63,

Would it be possible for you to provide the casino with your bank statement in its original PDF format? This is a standard procedure that the players need to follow. I suggest uploading the complete document so that both the transaction details and your name are visible.

Let me know once you do so. Thank you.

Kind regards,

Tomas

hello tomas.. i sent these in..

and these next pics are confirmation of the 30 deposit.. but there is discretion of the date. on theirs and mine.. as it says in the email. plse can u straighten that out for me also if u can.. thank you very much

hello i just received these.. not even 5 mins after not once again.. i have to prove of where i live.. does it not say on the bank statement?? as u can see wat i have to go through.. with mr bet to get my winnings.. so i sent in this..

Dear cecilia63,

Could you please send the casino a PDF document instead of screenshots? I believe you can download a PDF file from your Interac account. If you don't know how to do it, write to Interac customer service to get help.

Let me know once you do so. Thank you.

Kind regards,

Tomas

hello.. ok done.. this wat i sent.

..in review now.. done at 919 am july 28th 2023

Dear Mr Bet Casino,

Can you please confirm if you have received the player document? If so, kindly update us once the verification is completed.

Thank you.

Kind regards,

Tomas

ps.. if i was in the wrong.. I Apologize To Mr Bet.. 🙂

hi again.. it looks like i,m gonna be having trouble with the payment methods now.. as this was just taken and as i sent u the copies of the diference on their dates and mine.. for the payment issue.. on the earlier photos.. and thank you tomas for the help

Dear cecilia63,

Could you please explain what "differences" you are talking about? Thank you.

Kind regards,

Tomas

hello.. yes its these two..now in the yahoo mail.. it states deposit on the 19th at 6:06 pm.

was my first deposit at mr bet.. now this next pic.. is the same deposit.. but mr bet email conformation says may 19th.. but on the pic of mr bet saying transaction succesfull it has the date 2023/05/20 but was sent to me on the 19th from mr bet ..now this is the 1 theyre looking for a deposit made on may 20th 2023 to be verified.. and as u can see they have dated the deposit for may 20th/2023..

sorry top 2 pics are backwards..

Dear cecilia63,

I don't believe this will be an issue as the date of your deposit is clearly indicated, which is also supported by your bank statement. We should wait for the casino's explanation regarding the reason for rejecting your document.

Kind regards,

Tomas

hey thomas.. apparently i received to my email mon@ 5 31 am. and of course my info is rejected for which ever reason. and i have to upload my documents repeadly.. to find the details of why my info was rejected.. or did i read that wrong.. do u think i will ever get my winnings? .. but i definatly wont be playing on line any more.. as u can see.. they are making it impossible to collect ,my winnings..

hi tomas.. i went to their site and apparently they wont accept the bank statement in pdf as requested..in the peivious messages.. the 1,s dated 5 days ago.. when they asked for pdf form.. so i dunno..

Dear Tomas,

The files that the user uploaded were not in PDF format, and these are photos of PDF files from the screen of another device. Unfortunately, we cannot accept them, and the system comments on the files uploaded by the user accordingly.

hi tomas.. this is their critrea/little circle.. thats their link and we have to go to mr bet website to get a new link.. they dont tell you that& that we have to use off of our cell phones.. and when ur ready.. to take a pic.. yellow lines come up.. and sometimes the yellow lines dont come up.. which u need to upload from ur pc.. and as u can clearly tell the bank statement is in PDF form..as it states in the link..

i had to use the pc last time.. thank you

Dear cecilia63,

I'm quite not sure why you are not able to upload a PDF document via cell phone, but if that is the case, can you please try to upload the document using your PC? Make sure you don't send screenshots again, just the PDF file.

Let me know if it works. Thank you.

Kind regards,

Tomas

i sent these before and they are in PDF format.. as the bank only use that format.. and as u can see it states! in the top left corner.. and obviously there making every excuse to not PAY me my WINNINGS! i sent these in just now.. and my cell works good.. its on their side that doesnt accept.. i am starting to get really frustrated about this dragging on.. as its been 3 months Now!!

Dear cecilia63,

To confirm, did you upload the PDF document/file? Screenshots are not accepted, as previously mentioned.

Kind regards,

Tomas

yes i did.. i put the pdf file.. to there upload document place as shown..pic .. the pic was for last time they rejected.. so its not a screen shot i just move the pdf file over to the box . so its not me.. its their system.. other than that i have no idea.. they are all in PDF..which would be this 1. for proof.. that the bank statement is in PDF FORM.!!! SO I REALLY DONT KNOW WHY THEY KEEP REJECTING !!

appenrently theyr checking my application data now.. so 1 thing after another.. .. as this is just bs of wat Mr Bet casino puts me through six hundred and forty four dollars isnt alot to some people but its alot for a senior to maybe get ahead a lil..yes its my own fault becuz i did gamble on line.. but only on the belief that the payout would be quick.. and it is my fault because i never read the reviews about the site.. i only played at their site cuz they have Fire Joker Slot and i won.. and now i havta go through this.. i am very sad and dissappointed and frustrated for the 2 month/ 3 month for the non explaination of Why my my documents were always rejected.. being here at casino guru. has helped getting a explaination.. is very helpful and i thank you for helping me.and &. ( maybe) get my Winnings.. i hope.. this thread will help others ..if they come by the same problem.. and i Hope i get My WINNINGS!!

these are taken tonight at their site.. as i said obviously they have no intensions of paying me.. as u can see a big red x on payment methods..AGAIN all the documentation is in pdf form..ps sorry 2nd pic is a duplicate..

Dear Mr Bet Casino,

Could you provide some clarification as to why the PDF bank statement is being rejected?

Thank you.

Kind regards,

Tomas

i have NO IDEA of why, as it only shows this.. with no explaination

Dear cecilia63,

What we can see on the screenshot you provided means that you have uploaded documents and they are being checked. What kind of documents you have uploaded, we cannot say now, since we do not have access to them; only a special department that should check your documents has it. We have already contacted this department and notified them of your application, when we receive further comments from them we will inform you.

For now, we kindly ask you to wait for the checking.

Dear Mr Bet Casino,

Thank you for the information. I'm now extending the timer by 7 days. Please keep us updated on any developments.

Kind regards,

Tomas

Dear Tomas,

The player's account has been confirmed. She successfully uploaded PDF documents as required by the relevant department, and those documents were approved. The withdrawal request was processed without any issues, and the funds were transferred to the user's chosen payment method.

Thank you for the information, Mr Bet Casino.

Dear cecilia63,

Can you please update us once you have received the payment, so we can consider the case resolved?

Kind regards,

Tomas

hi Tomas.. thank you for everything and all the help you have given me to finaly make the withdrawl happen.. i did receive the funds this morning. Aug 7th. but i also received this.. dated Aug 6th.. so i am assuming they tried to pull a fast 1.. thank you again and i appreciate your help.. i hope to whom ever is reading this thread.. i highly recommend"Casino Guru".. thx again Tomas

Dear cecilia63,

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,

Tomas