The player from Chile had been attempting to verify his account for more than a month, but his documents were consistently rejected. Despite our efforts to assist him and requests for necessary information, the player failed to respond adequately. As a result, we were unable to investigate further and had to reject the complaint due to lack of response from the player.
Mr Bet Casino - Player struggles with account verification.
Amount: $170,000 CLP
Mr Bet Casino
Safety Index:HighSafety Index
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8.9
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
11 months ago
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1 year ago
Translation
I've been trying to verify my account for over a month, but my documents are constantly rejected.
Automatic translation:
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1 year ago
Dear casellesvicente822,
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 takes KYC lightly and it might take a few working days to complete this thorough process.
Could you please advise which documents you have already provided and when exactly you sent the last one? 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,
Kristina
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1 year ago
Translation
I checked the payment method document again, waiting for a response from the casino
Automatic translation:
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1 year ago
Thank you very much for your reply, casellesvicente822. I’m very sorry but you haven’t answered any of my previous questions. Please check my first reply and try to assist. All requested information is essential if we wish to proceed with the case.
Furthermore, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
