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

Hi there.

This casino has been stalling my payment and verification for 2 months now. I have been verified, reverified, reverified constantly here. Every time I deposit. Same deposit method, same ID. And they do this when I get a good win. Then just reject all my documents for months on end.

They simply are stalling and ive sent in the proper documents. Then they request more. Then they say verified. Then they cancel my verification, then reask. Then cancel. Over and over for months.

Playing a lot of games with me.

Help please 🙂

Hello sdexcid,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Mr Bet Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when exactly is the verification process ongoing?
• Which documents have been already approved and which ones not?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi Nick.

I uploaded these documents 2 months ago. The casino kept rejecting them about every week or two and would make me wait weeks in between rejections. There was no reason for rejection either.

This has been ongoing since August 29th.

I have provided my drivers license front and back

Selfie holding my license

Utility bill not older than 3 months

bank statement showing name, address, bank account number, date of deposit and deposit amount

Gigadat email receipt showing the date of the transaction and the reference number, along with date and my email address

They kept stalling.

On October 15 I went on live chat and the live chat helped me while he spoke to verifcation team. They advised me to provide the email gigadat receipt. Which I provided. The agent put me on hold and came back and said

"This is the exact document they needed. Thank you. Please do not upload any more documents or delete them and await payment"

I waited a week, then went to live chat asking where my payment was and its been 2 months. Which they suddenly said that the gigadat document wasnt good. (Even though the agent clearly told me the verification team said it was the correct document)

I also have proof as I sent an email on October 15th of the document they requested. Plus you can read the live chat on this day.

I spoke to them yesterday and asked why they locked my account. They sent me an email saying "We have decided to confiscate your deposit and winnings because you havent supplied documents within 14 days"

I want to be clear. I have been a player for 7 years here. I recently re-verified my account with the exact same documents this past April as my license expired. Once I got it renewed. I reverified everything.

I never changed payment methods or ID since then. So there was no reaosn to even re-request the exact same ID that was approved.

I messaged them on live chat every few days frustrated why they were stalling my payment. I sent emails asking. They said the same thing "your documents are in review" Then suddenly confiscated everything saying I TOOK TOO LONG.

I do not know what documents are not good as the agent told me everything was good and the gigadat receipt was perfect. So now suddenly changing and saying its not good.

I have no idea what they want. I dont even have any options left to provide them as ive given them everything. Every document ive given them is the same documents that were approved in April.

It looks like the casino just doesnt want to pay out and making up some wild terms and rules to not pay me.

This is extremely wild behavior on their part.

Let me know if you need anything else

Thanks so much

Jenn

Hello sdexcid,

Before we would try to reach out to the casino, please forward the communication between you and them to nikolas.b@casino.guru for further review.

Will be waiting for your e-mail.

Regards,

Nick

Hi there. Alot of the communication was via live chat. But I do have some emails where you can see the dates and time of documents and conversations etc.

Should help to prove how much trouble ive went through and I was in constant talks with them

Thank you

Jenn

Thank you sdexcid for all the information provided. I will now forward your complaint to my colleague Natalia (natalia.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi sdexcid,

I've just reviewed your case and am sorry to hear about your struggles with verification. I will try to help you by contacting the casino and 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 resolving the player's complaint. Could you please share more information regarding the case? Please specify why it was necessary to request verification from the player if their account was verified a few months ago. Why were the provided documents rejected?

I'm looking forward to hearing from you. If you have any supporting evidence, feel free to send it to my email, natalia.b@casino.guru

Kind regards,

Natalia

Dear Natalia,

Before registering on our website, the client agreed to our T&C. According to the clause of the rules 3.2.4. we have the right to conduct verification procedures for users.

In accordance with clause 3.3.3, the user was requested to provide additional verification to confirm the transaction on our website to make sure that the details from which it was made belonged to the account holder.

In the process of verification, the user uploaded statements that could not confirm the requested deposit. Therefore, we asked for a detailed transaction receipt.

 The transaction we needed to confirm was made on 2024-08-29. The user provided 2 screenshots for 2024-08-28 and 2024-08-29, but after checking these documents with our payment service provider, we received a response that neither screenshot was related to our transaction. The user did not provide any new confirmation.

Clause 3.3.3. of the rules provides for the blocking of the account if we do not receive the requested documents within 14 days.

 Accordingly, the user's account was blocked due to rule 3.3.3.

We are happy to co-operate in this case and are ready to help with additional questions. 

Hi there.

On October 15th I sat with live chat while he spoke to finance. He asked me to email him a specific document. Which I did. I have the email for proof.

He informed me that the document was the correct one and to await payment. Which I did. I did not hear anything back from the casino at all. I contacted them a week later where they told me documents were pending. I kept bugging live chat every few days until they finally told me the document wasnt right

Please tell me what document you need. I have sent the exact document from gigagat interac payment solutions to this casino.

I can provide this document to casino guru also so you can see what i am providing. It is a $100 interac etransfer

payment on 29-08-2024. I can also provide the bank document showing the etransfer for $100.

I can provide the document receipt from my email showing the reference # of the transactions.

I have two transactions on that day for $100. If the one I sent wasnt the correct one, all I needed was to be told that. Your casino was extremely difficult and unhelpful in completing this proceess. The one document they are probably looking for is actually dated Aug 28th or Aug 30th 2024 because I am from Canada so the time difference between my country and their casino the transaction will be for Aug 28th or 30th. So that may be where some of the confusion comes from.

I would also like to state very clearly, I asked the agent why I have to reverify the exact same documents and exact same payment method when I just did it in May.. and his response was "yes I see that and it doesnt make any sense why they want you to reverify again"

I urge casino guru to request the live chat transcript if need be for OCT 15th.

I have just emailed 2 documents to mrbet support. The gigadat receipts your casinos needs. I sent one from Aug 28 and one from Aug 30th. As the time difference between us, I am not sure which one is needed so I sent both. One of them is the correct one

I have also just emailed gigadat to confirm which transaction/document was for a deposit into MR.BET casino on Aug 28th. 29th and 30th and if they can provide it to me. I just want to be sure im sending the right one due to time difference between countries.

Please confirm one of these documents is the correct one you needed.

If Mr. BET claims neither of these documents is correct, then I can also contact my bank too and gigadat who will provide the exact transaction details to prove they are the right ones.

Again, all of this shouldnt be needed anyways as this deposit method, ID and selfie were just recently verified. They shouldnt need any of this stuff.

Thank you

Jenn

Dear sdexcid, could you please send me the documents you uploaded to the casino as proof of your deposit? You can send them to my email natalia.b@casino.guru, thank you.

Hi there,

I sent you the full bank statement, showing.. name, address, account #, transactions and date of transactions.

I sent you 3 gigadat PDF files showing deposits of $100 each. One of them is for their casino. Because of the time difference I am unsure which is which for them.

The other screenshot is the transaction taking place.

Dear sdexcid, thank you for the email. I have checked your bank statement and see that you have two $100 transactions from 29.8.2024 and Mr Bet Casino stated that you shared a screenshot for one of them. Could you send them screenshots for another one?

Please, check my reply to your email for more information.

Hi there,

Thank you for your help.

In my emails I have 1 etransfer for Aug 29th and not two. Most likely a delayed deposit or delayed email from gigadat, hence why one of those on Aug 28 or 30th is one of them and why I sent them like that.

So I sent them the one for aug 29th this morning via email. My account is still locked.

Again, I do not understand why the casino needs this document anyways. My account was fully verified a few months earlier and this deposit method and bank statement.

However, I just emailed them the document

Jennifer

Thank you, sdexcid, for your cooperation. I understand you're frustrated by this long process, though online casinos have a right to request additional documentation for security reasons and this is a common practice that casinos often ask to verify deposits before processing withdrawals.

Dear Mr Bet Casino, please, let us know if the new screenshot sent by the player is correct and related to the player's deposit.

Dear Natalia,

The user previously sent us an pdf file of a bank statement to our email. We have successfully transferred this document for checking and unfortunately we have to inform that the sent pdf document is not related to the requested transaction. 

The last document sent by the user was a pdf file, not a screenshot, and it was sent a few days ago, the user has not sent us anything else since then. A colleague from our support team has informed the user today via email about the requested document again and if the user has a bank statement confirming the requested deposit and can provide it to us, we will definitely review it again.

We are happy to co-operate in this case and are ready to help with additional questions. 

Hi there. Casino guru, I. have sent you an email providing proof I sent the gigadat document yesterday Nov 7 to Mr.Bet Casino.

Also, I have provided you, casino guru a full pdf bank statement providing the transaction. Above the casino is claiming it is not right. The document clearly shows the deposit on Aug 29/2024 for $100 via interac etransfer and is a 100% proper and legit bank document showing every piece of information needed.

Can you please step in and advise Mr.Bet to start participating properly with this issue?

Thank you

Jenn

Hello,

I have given them the full bank statement and the gigadat receipt and now they say this isnt enough and are now asking for another document that doesnt even exist. I have played in online casinos for a decade and no casino has ever refused payout when provided with these perfect documents.

I have contacted my bank to see what they can do but this is absolutely ridiculous. I spoke to the bank manager today and he said "If you provided them with those 2 documents, that is more than enough. I dont think there is anything else that even exists to provide them with"

I once again ask for you help in this matter as it seems Mr.Bet is saying they will cooperate but they are doing the exact opposite.

Thank you

My bank has provided me with a third and final document. It shows amount, date, receiver, last 4 digits of bank account number (which will match my full bank document) and reference #

They have assured me all of this is more than enough and that there is absolutely nothing else that exists in their systems aside from these 3 documents and that casinos have never ever needed the 3rd document and found it incredibly strange and alarming that a casino was asking for more than just a bank statement and gigadat receipt.

They are very concerned and have sent me a very stern warning about possible fraud taking place, however I insisted I needed the transaction document so they agreed to provide which I have sent to Mr.Bet

If natalia needs me to provide all documents that were sent to see how much verification this is and that its absoultely everything any casino will ever need, please let me know.

Please be advised that Mr.Bet has now refused all documents I have provided again.

There is nothing more I can do. These documents are what the bank of Canada provides. These are documents that every single casino on earth accepts. These documents Mr.Bet has accepted for the past 5 years perfectly fine now all of the suddent they refuse them

There is nothing more on my end I can provide. I have sent you an email just now of all the documents I gave to this casino so you can see these documents are perfect and should more than suffice and that this casino is clearly acting rogue

Mr.bet has stated they are rejecting verification because the document doesnt show recipient. Which it does. It clearly says recipient "giga" ..which is payment provider gigadat. They then are refusing it saying it does not show the time of the transaction. No banks show the time of a transfer. They show the day, month, year.

i can ask my bank on Monday if they can make up a specialized document but im not sure if they can do that.

This is totally above and beyond ridiculous Natalia. This is not acceptable behavior or requests at all from this casino.

Dear Sdexcid,

Thank you for your patience. I’m sorry to hear that your situation has progressed to this point and that all your documents have been rejected.

Dear Mr. Bet Casino,

Could you please confirm whether you use Gigadat as your payment service provider? Additionally, is it possible to use the reference numbers from the player's email confirmation of the Interac e-Transfer payment, indicating that the money was transferred to Gigadat PSP? Or, can we use the reference number from the Scotiabank transaction screenshot to identify the player's deposit?

The player indicated that the same type of documents were previously accepted for verifying payments. Does this mean that the format of the submitted documents is correct?

Thank you for your assistance.

I spoke to the bank manager again and they are extremely confused. They said this doesnt make sense.

She said

They have your name, address, bank account number, date, date of transaction, amount of transaction, recipient, email address, time and date on the email receipt, bank statement and transaction statement. They also have a selfie with me holding my ID, front and back of drivers license and a utility bill.

They literally said they have provided everything the casino wants and they do not understand how this isnt enough. They dont even know what else that they can provide as all the info needed is on all 3 documents. She said "even the 3rd document we provided you shows the last 4 digits of your account number so that matches the bank statement"

Id also like to remind you I am not a new player. I have been a player here for 5 years and have had numorous cashouts. Some even bigger than this. So I dont know whats going on, if this is their way to try and get rid of me and not pay. None of this makes sense at all.

So Im sorry Natalia, I dont even know what else can be provided. They have absolutely everything available that exists.

Dear Natalia,

To verify such payments, we require a screenshot that includes the reference number from the player's email confirmation of the transfer. This reference number is typically an 8-digit number starting with "CA" or a 12-digit number starting with "C1A" or "C1B." If the player has not received this reference number via email, it may be available in their online banking portal or can be provided by their bank's customer support upon request.

Regarding the acceptance of similar documents in the past, we can confirm that the user has not previously uploaded such statements to us.

If there are any further questions or clarifications needed, feel free to ask.

Then how have I been paid in the past lol?

Natalia as you can see from the documents I have sent them all documents. Even the one document has the C1 reference number on it. It's the interac email receipt and shows it very clearly

Dear Natalia,

I would like to clarify that I have already provided this screenshot previously. However, it was rejected by the payment provider with the comment that the receipts do not correspond to the requested transaction. According to the provider, the payments are directed towards an external resource.

This would be a lot easier if you explain what any of this means.

Gigadat/loonio.ca was used to deposit in this casino. Its the only method available for casinos for Canadians. Are you saying it was something different? That would be impossible

Please explain what payment method you are claiming was used. What do you mean by external resource? Please stop making me guess and be extremely specific into the payment providers name, date, time it was your casino.

Please be super clear in what document you are looking for. Telling me C1*** is not helpful. Tell me the entire C1 number and name of the payment provider.

Please and thank you

Hi there,

I have supplied 3 documents this morning.

A full bank statement showing. Name, address, account number, transaction date, transaction amount and method of payment.

A 2nd document: Verified email from the merchant providing the reference number, transaction number, amount and date of the transaction. Showing is my verified email address, name, date and time, It also shows the merchants email and company name.

A 3rd document: Showing the actual transaction taking place in my bank. It shows the payment provider, date, amount, reference, number and last 4 digits of account number to match my account number to my bank statement.

I spoke to both my bank and merchant on the phone and they said these are all that exist and there should be absolutely no reason for the casino not to payout as it shows absolutely every bit of information to confirm the deposit as 3 reference/transaction numbers were provided so the casino can easily match it on their end to verify

Thank you.

Update:

The casino has now verified my deposit, reopened the account and I have requested a withdraw.

I will update when/if paid.

Dear sdexcid, thank you for the updates. So your confirmation from Loonio was accepted in the end, as I understand?

I hope the casino will process your withdrawal request without any delays. Keep us informed about all the developments. Thank you.

Well 4 months later and I have finally been paid.

I would truly like to thank Casino guru and Natalia for having this website. Without you guys there is zero chance I would have been paid because of the actions of Mr.Bet.

While I see the rep was here willing to sort this issue somewhat, I think we both can agree on the process was anything but normal or up to par and was purposely being done in such a manner where my money would be confiscated.

It is great that the casino does not want bad publicity so it was willing to do the right thing in the end but it should just act like a normal casino. if documents arent correct, the proper action is to tell them which documents you need. Not take 2 weeks in between responses, cancel the cashout and not be helpful in anyway whatsoever.

Even during this complaint process they were unhelpful. I had to call my bank numerous times, the payment merchant etc to try and figure out what they needed and by who.

Thank you very much Natalia. Truly truly appreciate you and your help.

I will be closing my Mr.bet account permanantly.

Dear sdexcid,

Thank you for the updates. I'm glad to hear that your issue has been finally resolved and you successfully withdrew your money. I'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Natalia

Casino.Guru