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

So I have tried multiple times to verify my bank account with a bank statement showing the specific 400$ deposit I had made to Mr.bet but every time I submit my bank statement it gets rejected. I have also went as far as getting a "transaction receipt" from my bank (RBC) and submitted that along with my bank statement and an email verifying that the deposit was accepted by them with a reference code and STILL my documents are getting declined! The issue they have is that the date it shows up on my bank acct and transaction receipt is different from what they have on file…im assuming its because of a delay in my bank posting it or because of time difference. Can anyone help me out with this or have you experienced this and were able to resolve the issue? I really want my 11,000$😓😓😓

Dear zakychan,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you’re experiencing with verifying your bank account and accessing your funds. I understand how important it is for you to resolve this and retrieve your winnings.

To help us look into this matter more thoroughly, could you please clarify a few details?

• Could you let us know the exact dates of the $400 deposit as it appears in your bank statement and on the transaction receipt?
• When you contacted the casino regarding the date discrepancy, did they give you any specific reasons for rejecting the documents, despite the additional verification from your bank?
• Has the casino indicated any other specific requirements or alternatives for verifying your bank account? Sometimes casinos request additional documents or steps to complete verification.

If you have any relevant communications with the casino, such as emails outlining the reasons for their rejections or specific instructions provided to you, please feel free to forward them to me at petronela.k@casino.guru.

Your cooperation is crucial for us to proceed with this case and attempt to resolve the issue. Without further details from you, it will be difficult for us to assist effectively.

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,

Petronela

Dear zakychan,

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.

I have emailed you all of the required information you asked in the previous question

on the bank statement the deposit appears on Oct 7th/2024, on the transaction receipt it appears on Oct 5th,2024. The said the transaction receipt was what was needed and then once i provided that they said they needed the bank statement....essentially all of the documents they are asking for ive been providing since Sept 24th/2024. Now my document verification page is blocked because ive "exceeded the number of documents to upload" which they have been assuring me for the last week that they will reset it...but it has yet to be done. The casino has not offered up any other solutions our alternate routes for providing appropriate proof for verification. They just keep telling me that they have forwarded my concerns to the proper department but....low and behold....i keep getting the same response " please upload a bank statement etc showing the deposit of 400$ on Oct 6th/2024. Im very close to taking legal acton if this continues as this is not a small sum of money.....please help me!!!!

Thank you very much, zakychan, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Will he be contacting me on this forum? Or do I have to email him?

Also no the sites verification page says that ive exceeded the amount of documents I can upload, I have been on their support chat over the last week with then indicating that they will re-set the upload page so that I can continue to try and upload documents but they haven't yet despite multiple messages to them🙁

Dear zakychan,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Mr Bet Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Mr Bet Casino,

Could you please provide detailed information regarding this case and explain the reasons behind the delay in the player's verification process and his withdrawal?

Thank you in advance for your response!

Best Regards,

Kubo

It turns out they have wanted a transaction number starting with the letters "CA" which we have provided to them via their support chat but that was 4-5 days ago and have not heard anything back from them despite them confirming that we would hear back in 24-48hrs. And my verification page has STILL not been refreshed like they said they would do and even said they have "escalated my case……this all just seems like stalling tactics to get me to continue to gamble and lose all my winnings. This is just ridiculous

Dear Kubo,

The user is requested to provide a screenshot displaying the reference number of their transfer. This reference number is usually included in the confirmation email sent by their payment provider or bank.

The reference number format will be either:

An 8-digit number starting with "CA"

A 12-digit number starting with "C1A" or "C1B"

If the reference number was not sent to the user via email, it can typically be found in their online banking account. Alternatively, they can contact their bank’s customer support to retrieve this information. Providing this detail is necessary to confirm the payment method and complete the verification process.

Mr Bet Casino,

I have provided the reference number beginning with "CA" over 1 week ago via your "support chat" and was told my case was going to be escalated and currently I am STILL waiting to here back in if it was approved or not??? Can you explain to me how this has been "escalated"? Again I am still waiting to here back from you guys about this!!

as you can see here

Dear zakychan,

Could you kindly send me the entire conversation you had with Loonio Customer Support regarding your request for the reference number for this specific transaction?

Please forward the complete email thread of this conversation to my email address at jakub.m@casino.guru, or alternatively, you may paste screenshots of each message in your reply.

Thank you for your cooperation.

Dear zakychan,

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 this case further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

Best Regards,

Kubo