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

I started playing at MrBet on the 22nd of July and lost my first two deposits but won on my third. Each of the three deposits used part of their welcome bonus.

MY id/address were verified (i assume) but I had to wait until august to get my bank statement from CIBC. I sent this, showing their transaction, my name, bank details etc and the date of the transaction. I also sent the gigadat confirmation email. They keep asking for a bank statement or screenshot of internet banking showing the TIME and date. CIBC do not and will not provide a timestamp, only the date so this not something i can provide, additionally the evidence i have provided is overwhelming and any reasonable casino would have already accepted it, this is a delay tactic, hoping i give up or gamble my balance as they had reversed my withdrawal due to the the rejection of verification. I have even emailed gigadat CSR and got a more advanced confirmation from them to avoid any doub tand it was not accepted because it did not have a time nor was it a bank statement.

There can be no doubt that i sent the money from my bank account, to gigadat who received it and sent it to mrbet.

I have attached my bank satement, gigadat confirmation, gigadat reply and live chat (unfortunately its just a highlighted copy and paste saved as a text file, i've asked for them to email me a copy of the transcript and will provide it if i get it)

Hello gabbern99,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Mr Bet Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

ID/address proof was approved/verified (sumsub so automatically).

They use sumsumb for payment method verification and it automatically reejects it but they say thats part of the process until its manually looked at... anyways they manually looked at it and as explained above are asking for something that doesn't actually exist and isn't necessary as the burden of proof has been far surpassed by mself already.

The verification process isn't pending and I'm not waiting on their actions, they have requested something that doesn't exist and are not listening to me or letting me provide alternative stuff. CIBC don't provide customers with timestamped (hour, minute and/or seconds), just date only.

Verification has been ongoing since the 23rd of july, bank statement / interac proof was uploaded on the 3rd august. I last spoke this morning.

Just to make clear, this isn't an issue of the them delaying DOING the verification, this is an issue of them being unreasonable in accepting the evidence i have provided them, which is the same documents i've uploaded here.

I'm assuming you'd agree thats pretty ironclad proof regarding the proof of payment?

Dear gabbern99,

Would it be possible to forward the communication between you and the casino to nikolas.b@casino.guru?

emails or the live chat?

Preferable both.

I have provided the live chat in an unofficial form, I contacted them by email to receive a copy of the live chat conversation properly.

I also had an email from them asking me to upload the confirmation email to the verification tab. This document has previously been uploaded atleast twice and rejected and the live chat agent was shown this document and also said that the team said it wasn't good enough. I have uploaded the document again and perhaps they are just going through the motions again and this time it will work.

I will forward the live chat request email and todays email if the verification doesn't work again. but I think i did forward one email so far.

I am still waiting for an update regarding verification after they seemed to adjust their stance on what i was ending them slightly. Probably another delay tactic, chased them up regarding it again this morning

Thank you gabbern99 for all the information provided. I will now forward your complaint to my colleague Kubo (jakub.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

I've forwarded the most recent communications with mr bet (6 days ago). still not verified.

I have been verified now, a day after I emailed them accusing them of using verification fake delays as a second delay tactic after impossible kyc requests was the first delay tactic, what a coincidence.

I'll update again if/when i am paid. the weekly limit is 7500 cad apparently so I'll probably withdraw that munch and then gamble the rest

I have received 7500 (weekly limit).

I'm happy to close the complaint as it has been resolved. Rather than waiting another week for the remaining $150 I'll just try my luck with it.

Dear gabbern99,

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

Thank you for your cooperation. Should you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. We are here to help!

We hope you had a positive experience with our services. While we don't charge any fees or accept gratuities, your feedback is invaluable to us. We would greatly appreciate it if you could share your experience on Trustpilot (link here).

An honest review, along with any suggestions you may have for improving our complaint resolution and mediation process, would be immensely helpful. Your insights can guide others who might be seeking assistance with online casino-related issues.

Thank you in advance for taking the time to help us improve our services.

Best regards,

Kubo