The player from Austria faced significant issues with the verification process. Despite submitting documents multiple times, they were consistently rejected without explanation. Support was unhelpful, and the player needed assistance to resolve the issue. The Complaints Team assisted by requesting all relevant communication and evidence, and after persistent follow-up, the player's address was updated, and the account was finally verified. The player confirmed receiving her winnings, and the complaint was marked as resolved.
Mr Bet Casino - Player struggles with verification.
Amount: €4,000
Mr Bet Casino
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.9
Mr Bet Casino has a Safety Index of 8.9, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 months ago
Public
Public
5 months ago
Translation
Hello, unfortunately, I am having significant issues with verification. I have submitted various documents repeatedly to confirm my payment, but they are consistently rejected without explanation. Recently, the verification status briefly indicated that my account was successfully registered. However, three minutes later, that status disappeared, and the problems started all over again. I am not getting any real assistance from chat support; they just keep me waiting with empty promises. Unfortunately, I don't think I can resolve this on my own, so I am asking for help!
Automatic translation:
Public
Public
5 months ago
Dear son123456,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.
Could you please specify which of your documents keep getting rejected by the casino?
Have you submitted the document on time and in the correct format, showing your personal information as well as the necessary information about the payment?
Have you received any suggestions regarding the requirements the document has to fulfill?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Public
Public
5 months ago
Translation
Beautiful good day,
It seems to be my payment method that keeps getting rejected. I have uploaded this account statement from my internet banking several times on time, where I think everything is visible, as a screenshot, PDF file and so on. Unfortunately, none of it is accepted! I also asked for my address to be changed a week ago, which hasn't happened yet. I then wrote an email to support, asking them to do it. The answer was that they couldn't speed things up, I had to wait. They don't really help me in the chat either, or tell me what exactly is wrong with my documents. I always get the same answer, and that is please wait!! LG
Automatic translation:
Public
Public
5 months ago
Before we proceed with your case, please forward me all the communication between you and customer support as well as any other evidence that could be relevant to the investigation of your case. My email address is veronika.l@casino.guru.
Public
Public
5 months ago
Translation
Hello, I have now sent you everything by email! The latest status is that this address change, which has been in process for 10 days now, is apparently the main problem. LG
Automatic translation:
Public
Public
4 months ago
Thank you for your emails. Has the casino changed your address yet and verified your documents? Please let me know.
Public
Public
4 months ago
Translation
Hello, today my address was finally changed, but unfortunately nothing has been verified or paid out yet 😕 LG
Automatic translation:
Public
Public
4 months ago
Thank you for your information. As I mentioned before, the verification may take several working days. If the casino sent you any new email regarding your verification, please forward it to me (veronika.l@casino.guru).
Public
Public
4 months ago
Translation
Hello, unfortunately I am not verified yet and have not received an email! 🙁 Best regards
Automatic translation:
Public
Public
4 months ago
Thank you very much, son123456, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@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.
Public
Public
4 months ago
Translation
Hello, today I finally got some positive news, my account seems to be verified, now I'm just waiting to see if there's actually a payout 🙏🍀🙂 best wishes
Automatic translation:
Public
Public
4 months ago
Dear son123456,
My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. I am glad your account was verified, that is a step in the right direction.
Now, I would like to invite Mr Bet Casino representative to join this conversation.
Dear Mr Bet Casino, could you please provide more information about this case?
Looking forward to your reply.
Public
Public
4 months ago
Translation
Hello dear Katarina, thank you for wanting to stand up for me! 🍀🙂 I have finally been verified since yesterday after a month and have received my money today 🍀🙏 Best wishes
Automatic translation:
Public
Public
4 months ago
Thank you, son123456, for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.
Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.
