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

The website won't allow me to upload documents. I have sent all the documents via email, and one of the VIP program managers told me what the problem was.

Despite multiple complaints and emails, I realized they were rejecting them because they weren't accounting for the time difference when I was making the deposit. It was something I noticed when submitting the information.

Honestly, I don't know what more they want. They claimed it would be sorted within 5 days, and it's already been 13. And all because THEY did not consider the time difference.

Moreover, I have evidence that on April 12, I made a withdrawal in less than 24 hours. So, this is clearly an issue on their part, particularly as the amount was significantly larger on that occasion and they didn't request any verification. This makes their behavior even more questionable.

There is a VIP program where I could also make a complaint about this as they are even denying me the benefits of the program where, mysteriously, I would no longer be considered, even though I have not received any email notifying me of a downgrade. This serves as further evidence in my case.

In addition to this, I kept receiving automated messages that my documents were not verified, without any clear explanation. Furthermore, they left me unable to upload any documents for an entire day.

Dear alereyescarrasco,

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

I can attach more evidence. Since they automatically did not let me receive background information to be able to verify and make the withdrawal effective.

Recently one of the supposed managers spoke to me that now I do not belong to the VIP program but I have her email where she tells me what I should do to solve the problem, revealing the discriminatory treatment that exists because when I went to the chat or email they were never able to give me a solution delaying the issue

Thank you very much, alereyescarrasco, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you alereyescarrasco 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!

Dear Peter,

The transaction status appears as successful from our end, indicating it has been forwarded for processing to an external payment provider. We recommend waiting up to 5 business days for the funds to reflect in the user's account, as this is the standard processing time from the provider. Additionally, the user's account is verified.

Thank you, they resolved it quickly, fortunately.

Dear alereyescarrasco,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not 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,

Peter