Mr Bet Casino - Player’s withdrawal is delayed due to address verification.

Greetings, On the 13th of August, I made a deposit, spent a long time playing, and won a large sum of money. I understand the process of verification and the response times. I sent all sorts of documents for over a week until all were deemed satisfactory. Following this, I informed them myself that I needed to change my address, as my account was registered last year and I've moved since then. As it turns out, up until now, they've done nothing to resolve this, and bureaucratically tell me that a certain department has to approve the change of address, an issue they've kept me in limbo about for many days. Of course, I restricted my account to avoid playing and not succumb to temptation. At times, I feel like they don't want to pay me the money I legitimately won even though I have provided everything correctly.

At other casinos, the verification process lasts at most 5 days, no longer than that. This is the first time I have had such a terrible experience and naturally, winning a certain amount raises concern.

Dear cristianariel3333,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a fundamental 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 physically seeing all of the players and checking their identification and documents, this is the only way gambling establishments can complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise if you submitted documents for verification with your old and new addresses as well?

Could you please list which documents you already provided to the casino and if the casino asked for any additional documents from you after you informed them about the address change?

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,

Tomas

Greetings again regarding the documentation, no, they have not asked me for anything at all, they have only told me that they have put the verification on hold until the associated department reviews it.

Of course I understand that the kyc has to be done safely I fully understand the issue is that they don't respond, they leave the verification paused and they do absolutely nothing and the days go by and go by, I am also guided by many comments and reviews precisely because of this guy of delays.

Good afternoon, to make it clear, the documentation that you provide is the one related to the KYC verification, identity document, payment methods, selfie and proof of residence, from there on August 25 they told me that they paused the verification to verify the change of address, but they do not modify anything, the issue is that they still do not give an answer and they do not answer my emails

Thanks for your reply.

Does that mean that the documents you submitted on August 25 as proof of residence were with your new address only?

Have you received any updates from the casino regarding the situation since your last message?

When approximately have you changed your residence to a new address?

No, it means that they froze the verification until the corresponding department makes said change and from there they ask me for the documentation of the new address. It is worth noting that I notify them in advance that I had said change so that they can modify it, of course now I have been waiting for it to be please answer me and also to modify and in any case ask me for everything corresponding to modify the change of address, but well apparently mr.bet is famous for these practices of making you wait as long as possible for one to play the money again that won and lose it.

They tell me that according to their conditions they have up to a month to do that, it seems like premeditated abuse to me.

I fully understand your frustration.

Thank you very much, cristianariel3333, for providing the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi cristianariel3333,

I've just reviewed your case and am very sorry that you came across such an issue. In order to help you resolve the problem, I will 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.

Regards,

Tomas

This goes from August 14 to the date, and every time I send documentation it is not 48 hours, there is always a delay of 4 or more days up to a week and then they reject it.

Dear cristianariel3333,

According to the information from the responsible department, your documents were checked on 12.09, and at this stage, the correct document is still required to confirm the address. The previous document you uploaded did not show an address.

Dear cristianariel3333,

Can you please provide the casino with the correct document? The address must be visible.

Let me know once you do so. Thank you.

Kind regards,

Tomas

Greetings, good morning, in that case, since they have not yet modified my address on the page, I sent my social household registry where the previous address appears, my apologies if it was wrong, yesterday I sent the invoice or receipt for the water consumption of the apartment I rent and they also rejected it, the new address is specified in it but of course it is not in my name since we rent, all the tax receipts either come in the name of the owner of the apartment or specified as MR. RESIDENT and it was rejected, today I just sent them my tax folder to prove income from the INTERNAL TAX SERVICE where all my data and my address also appear, which they will surely reject, I hope not but I feel that they are giving me a lot of thought since the KYC system approves them, but they do not.

Once again they reject my documentation, guys from casino guru, something like this has never happened to me playing in other online casinos, verification is understandable but this is extremely unfair.

They also reject my internal tax document.

Dear Mr Bet Casino,

Can you please specify what kind of document would you accept in order to verify the player's new address?

Thank you.

Kind regards,

Tomas

The rent for where we live with my family is not in my name but in the name of my partner, the receipts that arrive will not arrive in my name but in the name of the owner of the apartment or as specified by Mr. RESIDENT, the bank statements do not have neither domicile, I do not have associated services in my name.

A few minutes ago they answered me and told me more types of documents, which I process by sending them a contracted home fire insurance, which is issued by an insurance entity here in Chile and paid with the bank through which I myself I have made transactions with MR.BET and with details of my address, data and document number, the system approves it, but I am afraid that they will surely disapprove it for whatever reason, they have me tired, this type of situation that one goes through is not fair when precisely the money that was earned was legitimate.

Dear All,

Verification was complicated by an application to change personal data under the GDPR. At the moment, the user’s personal data has been changed and the account has been successfully verified. 2023-09-15 withdrawal has been sent to the internal provider for payment processing, we kindly ask you to wait for the final processing status.

Thank you for the information, Mr Bet Casino.

Dear cristianariel3333,

Can you please update us once you have received the payment?

Kind regards,

Tomas

Greetings, indeed the account was verified after a month, as it is a large amount of money, the first of several withdrawals has already arrived, all that remains is to wait for the full payment and of course I will give a positive review in case of full compliance with the payments.

Dear cristianariel3333,

I'm glad to hear that. Can you please update us on the remaining amount left to be withdrawn?

Thank you.

Kind regards,

Tomas

There are two operations in progress, one of $1000000 clp and another of $100000 clp, however there is still a balance of $5335002 clp remaining to withdraw, the withdrawals are a maximum of $1000000 per withdrawal, in total with the operations in progress and the remainder of the website is $6435002 clp

Thank you for the information, cristianariel3333.

We can keep this complaint open to see how the payments are processed and if there are no issues. I will now extend the timer by another 7 days, and I will be awaiting your updates.

Kind regards,

Tomas

If perfect, it would be ideal for us to keep track, I am going to withdraw all the money, the account is limited to not bet so that will be the amount to withdraw.

So far they have been transferring, $2405752 is still missing, at the moment it is being fulfilled, as soon as everything is canceled I will be informing you.

Thank you for the information, cristianariel3333.

It seems we are soon closing the case as resolved. Kindly keep us updated on any developments.

Kind regards,

Tomas

Greetings, I want to tell you that all the corresponding payments have already been made, so we could now close the case and thank you for the management.

Dear cristianariel3333,

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