The player from Austria had won €4000 at Mr.Bet Casino but faced multiple delays in the verification process for withdrawal, needing to upload additional documents and waiting over 48 hours for responses. At that point, his bank details were under review again, causing frustration. The Complaints Team had extended the verification period by 7 days for further assistance, but due to the lack of response from the player, the complaint was rejected.
Mr Bet Casino - Player's withdrawal is delayed due to verification issues.
Amount: €4,000
Mr Bet Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 months ago
Public
Public
3 months ago
Translation
Dear Team,
Several weeks ago, I registered at Mr.Bet Casino and started playing the slots.
Week before last, I won €4000 and wanted to make a withdrawal.
It's required to verify the account first. So far, so good.
I then started uploading my documents.
I keep getting notified that there's something wrong with my documents or am asked to upload an additional document.
Each time, I wait more than 48 hours for a response, even though it's stated that everything will be resolved within 24-48 hours.
I'm starting to feel cheated, and now my bank details are once again under review and pending.
I've uploaded my card and a transfer (a statement from online banking) showing a €50 transaction to the cinema.
It's really getting on my nerves; what can I do about this???
Best regards,
Automatic translation:
Public
Public
3 months ago
Hello Morphi94,
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
Public
Public
3 months ago
Translation
Hello Nick,
I started uploading my documents last Sunday, which is more than a week ago.
First my passport, electricity bill and official proof of identity. This should be fine. Unfortunately, the system's automatic check usually results in rejection. Then a bank statement with a transfer of €50 was requested, and my debit card with my name on the front and back. I've been waiting for this answer for 72 hours now. In total, it's now taken 8 days. Every time I upload something, I have to wait 2-3 days. They keep saying that the department responsible has so much work and I should be patient. It's getting annoying...
Best regards
Automatic translation:
Public
Public
3 months ago
Dear Morphi94,
I hope this message finds you well. As the recommended period for completing the verification process has now elapsed, I wanted to inquire if there have been any updates regarding your situation.
Could you please provide any new information or developments? This will help us determine the next steps and ensure that we assist you as effectively as possible.
Thank you for your attention to this matter. I look forward to your response.
Best regards,
Nick
