The player from Chile was unable to withdraw funds due to verification issues. The casino requested a document containing full name, account number, and transaction details, but this information was not available in the player’s virtual account app. Despite providing alternative documents from his bank, the casino’s verification portal rejected them. The issue was resolved when the player verified his account and successfully transferred his winnings.
Mr Bet Casino - Player’s withdrawal is delayed due to verification issue.
Amount: $500,000 CLP
Mr Bet Casino
Safety Index:HighSafety Index
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8.9
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
5 months ago
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5 months ago
Translation
My issue concerns verification. I have been asked to send a type of document that contains my full name, account number, and transaction details. However, in the virtual account app for Mach, this type of detailed record doesn’t exist. Every time I attempt to upload my documents, they are rejected, stating that one or more documents from my payment method do not qualify. I would receive messages that my documents were rejected, and customer service says they are under review and that I need to wait. They insist I send a statement, as I described earlier. I have exhausted all possibilities with my bank, which informed me that there is nothing in their virtual app that meets these conditions. The closest thing to what they requested is a sample showing my first name, my account number, and below that, the last three transactions made in my virtual app. Therefore, my bank provided me with certificates proving I am the holder of my virtual and visa accounts, along with payment receipts for the transactions requested by the casino. This is what I submitted, but their verification portal keeps rejecting it. I have no other documents to send, as I have already exhausted all options with my bank. Below, I am attaching the documents I have. Thank you very much.
Automatic translation:
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5 months ago
Dear Dec1940,
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 your bank statement seems to be the only obstacle?
- Have you provided any other documents and have they all 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
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5 months ago
Translation
As I repeat, there is no document in my virtual mach app that meets the requirements that you request but in my statement of my application there is my first name in this case David, then my account number which is 777012668747 cta vista bci and then more Below are my last three movements made this month plus the other screenshots where the amount of 20,000 clp that you are requesting from me is clearly identified, plus my certificate from the bank. If that doesn't help you, I don't know what else can make my ownership of my documents clear to you. Since my bank in its app does not have anything on its platform, since you insist on requesting these documents, I left them in your verification portal and they were rejected, I am not willing to send anything more than what I already provide since I do not have any other different document I have to provide advice on how I can send them the conversation records with the customer service chat where I explain my case in detail and they keep asking me and suggesting that I send documents that my app does not have and I do not have an online banking service for this It is only for the virtual app of the mach application since it is a prepaid account.
Edited
Automatic translation:
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5 months ago
Translation
Thank you very much for the casino management, Mr Best complied and I verified my account and transferred my winnings to my account
Automatic translation:
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5 months ago
Dear Dec1940,
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,
Kristina
Casino.Guru
