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

Hello,

I was fortunate enough to win recently. When I tried to withdraw my winnings, I was informed that I needed to be verified. After some hassle, I sent all the required documents. Then, I discovered that the address listed on my profile was my old address.

I have now requested an address change, but it has already been 8 days, and I keep receiving the same response, asking me to be patient and wait for their notification. Nothing is happening!!

Dear timguldberg,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. I have checked the casino's Terms and Conditions and this is what I found:

2.1.5. All information and documents that You provide to Us during the term of validity of this agreement are true, complete, and correct, and You shall immediately notify Us of any changes to such information and/or documents;

Could you please specify how long have you been registered with Mr. Bet Casino?

When exactly did you change your address?

Do I understand correctly that you noticed the old address in your casino profile only after you won and wanted to withdraw?

Could you please provide more details on the documents the casino requested from you for verification?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello

I have been with Mr.Bet since April.

but since I win this time, it is over €2000, i.e. they must do a verification. And I have then sent photo ID and account statement and proof that it is my payment card and bills with your name and address on them.

but then find out that it is my old address that is in the profile and have then requested to change my address.

because otherwise it does not match what is written on my documents.

every time I write to them, they say that my request is being processed, but they have now been doing this for 5 days, where they give me the same standard answer that they are in the process and that I must be patient..

Could you please specify when exactly you moved and changed your permanent address?

I moved on 21-04-2024

Are you able to provide the casino with documentation showing that you've changed your address?

yes I can do that

Thank you for your response. Have you provided this document to the casino? Have you received any response from them?

Dear timguldberg,

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.