The player from Germany had faced withdrawal issues from Mr. Bet, despite having verified his identity multiple times in the past. His recent withdrawal of 1,000€ had been put on hold as the proof of payment method was rejected due to missing name and address, even though official bank statements had been provided. However, the issue had been resolved after the player's account was finally certified by a support employee from the casino. Following this, we had marked the complaint as 'resolved' in our system.
Mr Bet Casino - Player's withdrawal is delayed due to verification issues.
Amount: €1,000
Mr Bet Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
10 months ago
Public
Public
10 months ago
Translation
Dear Sir/Madam,
I have been a long time member of Mr. Bet and have always had good experiences. However, I have now had to verify myself for the third time and this time it's not happening. This is in regard to a withdrawal amount of 1000€. The required documents (proof of payment method) were uploaded again but were not accepted. The feedback I received stated that my name and address were missing. Yet, the document I provided is an official statement from my bank related to my account. I'm not sure what else I'm supposed to do? Supposedly, even screenshots are acceptable ... but they are not working either.
Automatic translation:
Public
Public
10 months ago
Dear michaeljubelt,
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 take KYC lightly and it might take a few working days to complete this thorough process.
- Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings?
- Have you provided all the other personal documents to verify your identity?
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
Public
Public
10 months ago
Translation
Hello Petronela,
many thanks for the quick response. Yes, unfortunately it is only due to this bank statement/proof. What puzzles me is that I had already verified the account again about six months ago. It seems to me as if they wanted to deliberately drag it out so that the winnings would be lost again beforehand.
Automatic translation:
Public
Public
10 months ago
Translation
🙂 The account has now finally been certified by a very friendly support employee. Thanks for everything ☺️
Automatic translation:
Public
Public
10 months ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, michaeljubelt, for your confirmation, and please don’t 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,
Petronela
Casino.Guru
The entire team at Casino.Guru wishes you numerous joys and success throughout the entire year of 2024. May all your dreams come true.
