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

I requested a withdrawal on 24 September, my documents were rejected for verification for reasons that were explained differently to me each time it custom service representative spoke to me. After five days, I was informed that it had to do with my address on my identification, and my bills, being all the same did not match the original address I had on registration . I moved June 1 this year.

I was promised that the address change would be expedited because of the urgency of the request and the amount being fairly small.

Customer service does not provide any solutions or answers when I asked to speak to someone who is able to clarify some things maybe in the supervisory position I’m sent an email from the agent that I spoke with signing manager of the casino.

It has been 16 days.

I am 9 days late on my rent payment .

Please help.

Dear iamiraj,

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.

• Am I correct in understanding that your casino profile still contains your old address information?
• Could you please advise which documents you have already provided and if any of them have been approved?

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,

Kristina

Thanks for your prompt response. I really appreciate it.

What I submitted to the casino that that has already been approved is my drivers license from the province of Quebec. Selfie.. I submitted my Kane Hydro bill dated a few days ago as well that was accepted.

However, it has not been fully verified because they haven’t completed the KYC.

All of the documentation I submitted that was deemed acceptable. Has my new address on it my drivers license and my Hydro bill.

Change of address request Sep 30 2024 also accepted.

I also provided proof of residence for my former address just to verify that my address prior was the current address when I registered so that there is no question.

I understand KYC is important. All of my documentation is compliant.

The system issue of updating my address is an unnecessary hurdle. It’s not processing a verification of the new address. It’s just a 28 day delay.

Please help

Sorry, I forgot to mention that I also uploaded credit card statements and bank statements all of which were rejected because of the discrepancy, but I was told that it was because the photos were not clear.

They were PDFssent directly from my banking institutions

Thank you very much for your reply, iamiraj. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I have emailed you

Hello 🙂

Thank you very much, iamiraj, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@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.  

Hello there,

Thank you iamiraj for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Mr Bet Casino for their help in resolving this complaint. We would like to know what is the issue with the verification and what can we do to help the player receive their winnings.

Thank you!

Thank you

Dear Peter,

The user has requested a GDPR data change, as the address on his account does not match his actual one. An email with additional verification questions has been sent. Once the user responds the address will be updated, and he can confirm it during the verification process.

Thank you for the update Mr Bet Casino representative, I would like to ask both parties to please keep us updated on the situation. Thank you in advance!

that information was submitted October 1 2024 to the game club - I have updated the data again with Mr. Bet

Dear Peter,

We have once again received an update regarding the procedure for changing the personal data requested by players, we tried confirming their identity to make sure it was them who requested the rectification of personal data. To this date, we have not received the information necessary to verify their identity.

A colleague from Support-Team has again sent verification questions to the user via email and in the game profile. We ask the user to check his email or answer the questions in the live-chat on our site so that we can continue the procedure of changing personal data. 

Thank you for your co-operation. 

I have resubmitted their questionnaire 2 days ago and also this morning.

I will now go into their live chat and submot it for the third time this week 🙂

Dear iamiraj,

Unfortunately, the previous times you answered the verification questions, you answered them incorrectly and your identity was not confirmed. If you have answered the questions for the third time, please wait for them to be checked. Our website support is always ready to notify you as soon as there is an update on this case. 

My answers were correct

Unfortunately, you answered the verification questions incorrectly the first 2 times, so we could not continue the procedure of changing your personal data. The last time you answered them correctly today and your address was successfully changed, thank you for your co-operation. 

However, at the moment your verification is still active. We ask you to wait for the checking of your documents. Our specialists will do their best to get the documents checked as soon as possible. 

Thank you to the both parties for the update. Please keep us informed about any new developments.

I’m wondering how much longer verification it’s been 25 hours - and they’ve had the documents for a month

I tried to speak to support to request an update on the status of my KYC now that the address change was made.

the support button does not link. Making it unavailable.

and so far no response to 3 emails about updates….

Dear iamiraj,

we can see in the system that all your emails have been answered. You have successfully contacted our support team in chat today and you have been answered by email today as well.  We sincerely apologize if there have been difficulties accessing the online chat. 

Regarding the change of address, your address has been successfully changed and verification is now successful. We are now waiting for your withdrawal requests to be checked and thank you for your patience. As soon as there will be an update on this case - you will be notified. 

Thank you very much for the update Mr Bet Casino representative.

Dear iamiraj, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

There are zero attempts being made at withdrawing my money from the casino.

36 hours ago I was told that throughout the morning my withdraaal would be processed.

The casinos not telling me it may take up to 72 hours because there’s so many people with so many winnings lol.

Partial winnings sent-

e transfer was made last weem

my Mastercard payment has not and it’s been a week

Dear iamiraj, Thank you very much for the update. Please keep me informed about any further developments.

Past the maximum 72 hours the casino takes to

Process the withdrawal -

the payment provider …. Is past 5 business days to action the payment.

so- over a week with half my winnings nowhere to be found

Dear Mr Bet Casino representative, can we get an update on the situation with the withdrawal? Thank you in advance!

I have received my funds -

The first transfer was successful, and then the MasterCard payment sat in pending/ I ended up having to wait longer than a week to convince anyone to send a message to the payment provider. The next day, a $50 withdrawal was reversed and failed. - the following $690 withdrawal had failed a day and a half later.

What I can say is, I should just stick to what I know.

I re- requested of the withdrawal with an E transfers and it arrived earlier this week.

Thank you, Peter and please thank Krystyna also- For taking my complaint and really going out of your way to communicate with the casino and I honestly can’t even imagine how much longer I would’ve had to wait - had you not intervened.

Dear Peter,

Both of your withdrawals have been successfully processed on our side. We appreciate your cooperation!

Dear iamiraj,

We’re thrilled to hear that your issue has been successfully resolved, and we’ll be marking the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation throughout the process. We’re glad that our intervention helped to resolve the situation, and we’re always here to support you if you encounter any other issues with this or any other casino in the future. Please don’t hesitate to reach out to our Complaint Resolution Center—we’re committed to helping players like you. 

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. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also assist others who are considering contacting us for help with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Peter