The player from Austria is waiting for a payout of €30,000 at Mr Bet after submitting documents for verification while updating their address. Despite multiple submissions and assurances from support, the account has been under review for ten days with no change in status, leaving the player uncertain about the payout timeline.
Mr Bet Casino - Player's withdrawal is delayed due to account review.
Amount: €30,000
Mr Bet Casino
Safety Index:HighSafety Index
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8.9
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Case opened
Current status
Waiting for Casino Guru to reply
5d 6h 47m 54s
Case summary
2 days ago
Public
Public
3 days ago
Translation
On December 1st, I won €30,000 at Mr Bet and uploaded all my documents for verification three days prior. Since I need to update my address on my account, I've been getting only reassurances from support for over two weeks. I have uploaded documents multiple times, some of which have been rejected two or three times. My account has been under review for 10 days now, and the status hasn't changed. The support is friendly but mentioned that my account was subjected to a thorough review due to the address change. I'm very patient, but the support team can't even give me an approximate time frame for when I will receive my payout.
Automatic translation:
Public
Public
2 days ago
Dear Mimi1710,
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.
- Could you please list which documents you have already provided for verification and when exactly did you send the last one of the documents?
- Was your previous address verified?
- When did you inform the casino of a change in your address?
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
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.
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