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

Hello to you.

I've been playing Mr.Bet for about a month. I've won small prizes and received payments the next day or 3 days later after asking for a withdraw.

On the last 26 December, I won a big prize of 10 000.00$ You can guess that I was pretty happy about it. I'm still surprised today. It is the first time I play casino online. I was skeptical at first and I still am to this day because of the last withdraw wait.

I made the withdraw on the last 26 december.

I've waited 4 days before starting to ask questions to the live chat.

The first time, they told me that they were needed to verify my account. Which I understand totally.

I didn't received any notification from them tho. I had to contact them to know that they were needing a verification. So I started the verification process. I give them everything they need.

I’m french from quebec Canada. So all my papers are in French.

The only thing that I didn't have is the physical Visa card that I used to pay them. But I give them a picture of the original letter from the bank when I received the card. It contains my name, address and all the numbers of the Visa card.

From that day. The verification process has been pending. When I contact them, they say to be patient.

The live chat is working well. I appreciate the fact that they answer quick. That said, I don't feel that it is useful, because all they can do is repeat the same thing without knowing if there are concrete actions that are taken.

To be honest. I know that it is only been 5 days, but I worried about that withdraw. Lots of issues can happened. I worried that they would find an excuse and that I will not be paid. I started to look around on the net and I see all those people having to wait for weeks or for months. All I want is that they respect what they said. They say 24/48 hours politics. The wait and the not knowing are getting on my nerves.

The first verification pass rejected my payment mode documents. Which means that the person that will take a look may also reject the documents. It is because I did the mistake to not give them a PDF as they were asking. I saw this details afterword.

Because I didn't not give them a PDF but a picture of the bank letter, they may ask me to give them the other PDF document. I'm guessing another wait here. I don't want to look or sound paranoid here. I just want to be over with.

By reaching you now, I think I can save a lot of waiting. I think that it can quickly resolve my problem. I just want to make this winning prize real. Because I'm starting to think that it is not real.

Thank you for considering my complains.

Dear Remi6767, 

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. 

Could you please advise if any of your verification documents have been approved by the casino?

Could you kindly specify why are you unable to provide the casino with the photographs of your VISA card?

Have you provided all the required documents as soon as possible and in the correct format? 

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, 

Veronika

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 joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

Dear Veronika, I appreciate your prompt attention to my concerns. Your response is reassuring, and I'm grateful for your attention to this matter.

I understand that KYC are crucial in preventing fraud, money laundering, and other illegal activities by verifying the identity and credibility of individuals or entities in transactions. It encompasses the verification of personal information, documentation, and, in some instances, monitoring customer transactions.

For these reasons, I truly appreciate this step in the process. It reinforced my confidence in the online casino matter.

This is why I trust them with the requirement to provide all my personal information. I am willing to assist them with this aspect. However, they do not adhere to their policy of processing the information within 24 or 48 hours, which is what makes me anxious.

To answer your questions:

• "It has been three days since my last communication with them. Subsequently, I have opted to work with you in the expectation of achieving faster and more concrete results. As of now, the casino has not approved the verification of any documents."
• Upon reviewing the verification panel, here is the current status. I believe this constitutes the initial automated assessment by their system. As you are aware, there will be a subsequent manual review conducted by a member of their team.
• Regarding the question about providing all the required documents promptly and in the correct format: Yes, I submitted everything immediately

• The red indication corresponds to the payment mode. I can guess the reason for its rejection by the system. It appears that I submitted an image instead of the requested PDF document.
• I am unable to provide the casino with photographs of my VISA card because I was on vacation at the time, staying in a hotel. Despite being fortunate enough to win the prize, I also had the misfortune of losing the card.
• As I explained earlier, I provided them with an official document from the bank, which was issued to me upon receiving the Visa card. It contains my name and all the card numbers, along with additional details.

I wrote to Mr. Bet customer service three times before reaching out to you. While they are undoubtedly professional and respond promptly, the answers provided are not satisfactory. I haven't observed any progress, and I'm growing concerned. I am hopeful that you can assist me in resolving this matter, as I am beginning to doubt whether I will receive the promised amount of money.

Thank you very much for your help Veronika.

Hello Veronika.

Hello Veronika,

I've received some updates from them. It appears that two documents were rejected during the verification process:

• Identity document
• Proof of residence

Interestingly, I was initially concerned that they might reject my Visa document, but it turns out they accepted it.

As for the other document that was rejected, initially, I submitted my driver's license information. However, I am now sending my passport information, which should be more suitable.

Regarding the proof of residence, I will send the required documentation shortly.

• I did send a picture of my community tax document at first. I don't really know why they rejected it.
• I explored other options from their suggestions and did send a PDF of one of my Internet bill.
• It has eveything they need on it.
• Just hope they accept the 4 pages Internet bill in PDF

If you have any advise

Best regards, Remi6767

Based on the screenshot you sent me, it appears that the quality of the documents you provided was insufficient. Have you checked that your documents are clear, legible and in high resolution?

The second time I sent back the two documents, I ensured that they were clear, legible, and in high resolution.

• I digitized my passport to have the best quality possible
•  I provided them with my internet bill from last month, containing all the necessary information

The second attempt is entirely successful with the system's first pass:

Let's wait what the employee will do...

If they reject it again, I am unsure about what additional documents I will need to provide.

Thank you for the update. Can you please let me know if the casino has accepted your documents?

Well, that's the thing.

Here is what has transpired since our last conversation:

On Monday, I reached out to customer services and had a positive interaction with a helpful representative who acknowledged my concerns. Shortly thereafter, I received an email from the Manager of the game club, providing a reassuring response.

Moreover, she informed me that the two documents I had submitted below were rejected. In her correspondence, she outlined the policies and emphasized the importance of adhering to the regulations before resubmitting the documents.

I complied with the provided guidelines; however, the challenge lies in the fact that the rejection notices lack specific details about the reasons for rejection. Including such information could significantly streamline the process, saving time and energy for both parties. I'm uncertain if this lack of specificity is a standard part of the process, but a more transparent communication approach would simplify the document submission process, as opposed to waiting 6 or 8 days each time for feedback. Perhaps this could be considered for improvement in their procedures

Maintaining an open line of communication, she assured me that she would address any further questions. Subsequently, I responded to her, providing the following information for the third attempt to send documents.

A brief historical overview:

Regarding the proof of identity:

I initially sent my driver's license. I understood why it was rejected; one of the photos had a corner cut off. The second time, I sent a scan of my passport, understanding the reason for the rejection.

for the third time, I am sending you a photo of my passport as requested and adhering to the specified conditions. So I really don't think that they could reject it. If so, it is because they don't want me there.

Concerning the proof of residence:

I initially sent a photo of a municipal tax bill. It was rejected, and I understood that the photo cut off the corners of the document. On the second attempt, I sent you an Internet bill in PDF containing all the requested information. For this rejection, I do not understand the reason. This is the reason why I'm saying that they should say why they rejects documents.

I did send a third document, this time sending an electricity bill in PDF. I am from Canada, residing in Quebec, the French province of Canada. My documents are in French. I truly hope that the electricity bill will work this time. In Quebec, the only electricity service we use is called Hydro-Québec https://www.hydroquebec.com/residentiel/ . I am sending them the original PDF of last month, with my address and my name on it.

Lastly:

After Monday, I have yet to receive any responses. Despite submitting the required documents, I have not received any acknowledgment. I find myself back in the queue, patiently awaiting the verification of my documents.

This marks the third attempt, and I have earnestly provided all the requested legitimate documents.

If, despite my efforts, my documents are rejected, I am uncertain about what more I could do to ensure their acceptance. I have diligently adhered to the provided guidelines and supplied authentic documentation. I believe I have fulfilled my responsibilities in this matter.

I believe this is where you're going to be a huge help to me, if this is the case.

Thank you for taking the time to read all of this. 🙂

New developpement:

I received an email today that said the verification was a success...

...and right after, they rejected my proof of residence.

At least, my passport has passed the verification. Checked

So, I contacted the support to know the reason of the rejection again.

The employee then informed me that the proof of residence is accepted, but now they require pictures of my payment card, which is a Visa in my case—one from the front and one from the back.

However, this has been accepted from the beginning, and what the employee was asking me does not match what I have on my screen. On the site, under my profile, they are asking me to provide proof of residence...

So if they want my visa card picture, they should have the right slot available for it on the site. Because if I send them the visa card under proof of residence, they will reject it.

So I asked the employee (I have the name if you need) to speak to a manager who could resolve this issue. Right at this moment, he got scared of something, the live chat closed, and I no longer have access to the support services. I remained polite and respectful throughout the conversation.

I am left with no answers from support and I don't know what else can i do.

At this point, I'm not even sure that it is real anymore.

It's discouraging. I'm crying inside.

Thank you very much, Remi6767, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@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.

Hello, Remi6767!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Really thank you Veronika. Whish you the best. 🙂

Hello Pavel. Nice to meet you.

Believe me when I express my sincere desire to be highly collaborative. Lets see what the casino can do for me from here. 🙂

Thoughts:

I'm uncertain about the recent developments in my communication with the last employee on custumer services. He was also the first employee I spoke with when I first ask help for the verification part. He have been helpfull to me on the first contact. I kept the transcription.

While I have consistently had positive experiences with customer service, characterized by prompt and courteous responses, I now find myself unexpectedly blocked by the casino. I sincerely appreciate your presence and efforts in attempting to resolve this issue.

Lets hope the casino will be open mind about this.

Update: This morning, I wanted to check my profile and noticed that I am unblocked with customer service. That's the update. I am awaiting further information from either you or the casino before submitting any documents.

Best regards.

New developpement again.

Hello Pavel,

It seems like every time I write to you guys, Mr. Bet is sending messages and does the follow up. It always take 2 or 4 days tho, but still.

Update:

So tonight, I received an email from Ruby, the Manager of the game club, in response to an email I had sent a couple of days ago to support.

He was actually very helpful, and I was surprised.

Right after that, I spoke with support on the casino site using the live chat and explained what I had mentioned to you above.

I pointed out that the site had the wrong tab open, preventing me from providing the necessary document for the bank. The support representative informed me that the verification was almost complete but that they were missing the document for the bank card payment method.

As there was no tab available on the site under my profile, the support asked me to send it via email to the support email address, which I did. Support guy received my docuement to the email and then transferred it to the verification tab.

He confirmed that he had received it and sent it for verification.

I have the transcript from the conversation.

Document that I've send:

So I gave them two documents:

• A photo of the original lettre from the bank when I received my credit card. There is my name, adresse and full number of my Visa card.
• A PDF document of a bank statement of my credit card. It contains the payments I made to the casino in the last two months and the correct card number. Those not have my name tho and that's why I also send a photo of the original lettre from the bank when I received my credit card.

I really think that they have everything they could need to see that it is truly me receiving and giving the payment.

Let's see what they will do.

Dear All,

Thank you for your assistance in resolving the user issue. We've received the required documents and are actively working with our provider to expedite the verification.

We appreciate your continued support and will keep you updated on the progress.

New development.

Today, I received confirmation from Mr.Bet Casino regarding the verification. My account has been successfully verified.

We can say that the saga is now complete and ends well.

I am very happy with the outcome, as you might have guessed. I received the money immediately following the confirmation email.

I want to thank Casino Guru for your support. You have been a great moral support throughout the process. Without you, my concerns would have only worsened. You have been of great help. I'll make sure to give a great review for your presence. Keep up the great work.

Thanks to Mr.Bet Casino. The waiting and uncertainty with verifications process become very heavy over time. I have to say though, that your support team responds quickly and immediatly to questions. I felt that they were doing their best to assist. Thank you again for keeping your word.

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, Remi6767, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

I also would like to thank the Mr Bet Casino for their fast and helpful cooperation!

Best regards,

Pavel K

Casino.Guru