The player struggles to withdraw his balance due to ongoing verification. The casino requested an additional document that the player has not provided yet. The complaint was rejected because the player did not respond to our messages and questions.
Mr Bet Casino - The player's struggles to withdraw his balance.
Amount: 2,970 R$
Mr Bet Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 years ago
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2 years ago
Translation
Dear,
Goodnight!
I've been trying to withdraw an amount won at Mr Bet since 06/24/2022.
The platform requested account and payment verification. I promptly carried out everything that was asked. I sent several documents of different formats on different days.
Documentation was sent 6 times in that time and each time it was said "There was a problem with the verification."
I'm completely dissatisfied, because I bet believing in the platform and now I'm stuck with the money I won.
I hope it gets resolved as soon as possible.
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2 years ago
Hello anysdias02,
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
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2 years ago
Thank you anysdias02 for all the information. I will now forward your complaint to my colleague Branislav who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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2 years ago
Hello, anysdias02,
I am sorry to hear about your situation. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Mr Bet Casino's representative to join this conversation and participate in the resolution of this complaint.
Dear Mr Bet Casino Team,
Could you please state the reason why the player's account has not been verified yet? What documents are problematic? What steps should the player take in order to successfully verify their account?
Thank you in advance for providing the information.
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2 years ago
Dear All,
Right now we are asking the user to provide us with the bank statement with the certain transaction made to our casino visible.
Our apropriate department and support agents have been contacting contacting anysdias02 since she had issues with uploading right documents.
As soon anysdias02 provides the right bank statement as proof of payment we can proceed with withdrawal reuqest.
The user constantly refers to the transaction from the screenshot in the amount of 50 BRL from 20.06. Our responsible department revealed that this transaction was not the one. The sum and date are the same indeed, but perhaps the one we needed was made from the account of the user's partner. We are waiting for details directly from anysdias02.
Best regards,
Mr.Bet Casino team
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2 years ago
Thank you for the explanation. Now it is clearer.
Dear anysdias02,
Are you please able to provide the casino with the required document/statement of the mentioned payment?
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2 years ago
Translation
Dear,
good evening!
I will attach here the documents I attached to Mr Bet.
The 50.00 pix made on the 20.06th was through my account.
And it was only performed once on this day.
Attached is the proof of the website, summarized and detailed extract.
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2 years ago
Do you have your own bank account or do you have a joint account with another person (partner/husband)? Is there a possibility that the deposit was made from another bank account?
The casino maybe sees a different name stated upon this transaction. Therefore, it is necessary to verify it on the casino's side.
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2 years ago
Translation
Not. I have no joint account with my husband!
We have the same last name because I'm married!
But joint account we never did.
Could Mr Bet inform me of the name of the Holder of the deposit and the Financial Institution that appears for them?
My husband and I have already checked the statements..
and the ONLY DEPOSIT VIA PIX ON THIS DATE IN THIS AMOUNT, was through my PAN bank.
I would like Mr Bet to be clearer in the requirement since proof.
Why not say the name of the Holder and the Financial Institution?
I'm waiting.
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2 years ago
Thank you for the information, anysdias02.
Dear Mr.Bet Casino Team,
Is the casino able to provide the player with the requested details and instructions? Could a responsible department contact her via email if it is not convenient for you to share sensitive information here?
Or, what is your proposal on how to resolve this situation and move forward, please?
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2 years ago
Dear Branislav,
We transfered user's issue to the appropriate department. We also provided her with all necessary instructions and told her to check the certain transaction.
The user insists that the deposit was made from her account but our appropriate department cannot see the transaction in the statements user has sent to us.
We'll keep you updated about this issue.
Best regards,
Mr.Bet Casino team
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2 years ago
Translation
Dear,
Good Morning!
On yesterday's date you approved my account and then denied it.
This makes me understand that there is no criterion for the verification procedure. 
I am extremely outraged by this lack of transparency and the lack of interest on your part in helping me at this stage!
You insist on saying that my case is with the appropriate department and that you are helping me with the case, but in fact you don't give me any pertinent solution to get this case resolved!
Every time you ask me the same thing and you are not clear about the information on the receipt.
"Ex: TUANY, THE PIX SENT IS IN THE NAME OF X PERSON, AND IT CAME FROM BANK Y."
How difficult is it for you to provide me with the pix information since you accepted the pix in someone else's name?
You imply that it may be in my husband's name, but he didn't make any pix on this day, of this value.
If your department can't find what I send, please tell me which transaction you find? Name of person, name of bank..
I would like you to inform me of the name of the person who appears in the deposit via pix and the financial institution since you insist on saying that it was not in my name or in the informed bank.
You released the receipt of the pix in the name of someone else and now you don't want me to withdraw it in my name and you don't even want to inform me of the person's name?
I await a return.
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2 years ago
Dear anysdias02,
In the meantime, until the casino comes with an update - Could you please ask your payment method provider's (Pix) Customer Support to review this transaction on their side? Was it really deducted from your Pix account? Wasn't it credited back or reversed later? Can you please share with us an official statement/communication with Pix showing the results of their "investigation"?
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2 years ago
Translation
Dear,
Good Morning!
I just got in touch with the bank.
The same informs that the pix left my account.
It was not returned.
Attached is the conversation.
I would like to remind you that there was only a single transfer in the amount of R$ 50.00 in the period from 06.19.2022 to 06.20.2022.
What may be happening is that due to the time difference between countries, the pix taken at 23:20 PM on 06.19.2022 was only debited on 06.20.2022 as shown on my bank statement.
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2 years ago
Thank you, anysdias02, for all information.
Dear Mr.Bet Casino team,
Do you have any news regarding the player's issue? Could you please check the last provided information with the responsible department? Is there any payment/transaction not yet assigned to any player? For example, a payment from another date that could match the player's payment method details?
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2 years ago
Dear All,
We once again reviewed the previously provided bank statement. We also contacted the payment provider in order to be 100% sure that the statement provided does not confirm the payment to us.
The provider has confirmed that this document does not show the transaction requested for verification.
For the final completion of verification, we ask the client to provide a bank statement, where the full name, account number, transaction number and amount, as well as the date and time will be clearly visible. According to our data, the deposit was made on 20.06.2022 02:21:33 UTC time.
We also asked our apropriate department for the further update regarding the issue. We'll let you know!
Best regards,
Mr.Bet Casino team
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2 years ago
Thank you for your reply and additional information, Mr.Bet Casino team.
Dear anysdias02,
Do you have access to your casino account, please? Are you able to check your transaction history there? Did you use any other payment methods for depositing to the casino? If yes, can you please check all of these payment methods and deposits made to the casino through them?
The casino provided us with this information above:
"The user insists that the deposit was made from her account but our appropriate department cannot see the transaction in the statements user has sent to us."
Mr.Bet Casino's representative has not mentioned different personal data or an institution, it was only my opinion provided above. Moreover, the casino does not mention exclusively the Pix payment method.
We were also provided with the exact date and UTC time of the transaction and the data that the casino needs to verify the mentioned payment.
So, please, try to check your casino account, find all the necessary information and let us know about the news. I would also highly appreciate it if you could answer my questions.
We are looking forward to hearing from you soon.
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2 years ago
Dear anysdias02,
I assure you that I always review all the data and files sent by players. However, I experienced (for example), and not only once, that the transaction history was not sorted by date. Therefore, I asked you the questions above. From some of the provided data, it is not clear if there are all deposits made to the casino in the screenshot. You sent me the same screenshot, now even without the dates and details. Also, it is not that easy to translate the text from a picture from Portuguese to English and it may cause discrepancies.
Dear Mr Bet Casino Team,
You mentioned that you asked your appropriate department for a further update regarding this issue and you will let us know.
Have you been contacted by this department regarding it? Do you have any updates?
It looks like the payment left the player's account and has not been returned. So, can you please provide us with more details? What is the issue?
If you would not like to share any details publicly, you can use my email (branislav.b@casino.guru).
Unfortunately, we cannot move forward without further details.
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2 years ago
Thank you, anysdias02, for letting us know.
However, I would like to wait for news from the casino representative.
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2 years ago
Dear All,
The user has not uploaded documents since 07/25/2022. We kindly ask anysdias02 to double-check her personal bank accounts. Perhaps she made a deposit from her other account.
Regarding the time, the payment could be made on 19.06, as there is a time difference from UTC.
The statement that user provided us before is for another bank account and cannot confirm the certain transaction.
Best regards,
Mr.Bet Casino team
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2 years ago
Alright, so let's get back a bit.
Dear anysdias02,
Please allow me to ask you a few questions to clarify the situation.
Do you use your Pix account as a separate account for making payments, or do you have any bank account(s) linked to your Pix account? Do you have only 1 Pix account or more?
If you have more bank accounts connected to the above-mentioned Pix account, is there a possibility that any of the linked bank accounts is a business account or that it belongs to another person? Is it possible you did this deposit via Pix using a linked bank account belonging to another person?
Do your casino account personal details exactly match the details from your Pix account and Pix statements? Do your Pix account data match personal details on the other documents that you provided to the casino before?
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2 years ago
Translation
Dear,
Good evening!
In response to your question:
I only have TWO ACTIVE ACCOUNTS with PIX registration.
They are: BANCO NUBANK and BANCO PAN
The bank account in my MR BET registration is on NUBANK. Because it was the first bank through which I requested the first withdrawal in the amount of BRL 1,360.00 on 04/11/2022 being credited to my account on 04/13/2022.
I believe that because I made the deposit via PIX from another bank other than the one I requested the withdrawal from, which in this case is BANCO PAN that is IN MY OWNERSHIP, Mr Bet is not matching the information.
Because at the time of withdrawal on the Mr Bet platform, the BANCO PAN (bank where I performed the pix on the date of 06/19/2022) is not included as an option.
The pix performed was by the pan bank.
And I requested the withdrawal to the nubank bank.
All personal data I sent to MR BET are the same as the bank information provided.
I await the resolution
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2 years ago
Alright, I understand.
Did you also check detailed both your bank accounts? I mean like directly bank statements for all bank accounts linked to Pix and the mentioned dates/times of the transaction? (Not Pix transactions)
Did you provide the casino with the bank statement from Pan Bank that you shared with us here above? If yes, did it contain all the required data that the casino asked you for? Are you sure your whole names/surnames in your bank and Pix statements are completely the same as your personal data filled in upon registration in the casino?
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2 years ago
Translation
Dear,
Good Morning!
I checked all my bank accounts and the ONLY TRANSACTION of this amount with this day and time information has already been sent here the receipt.
I have already informed the PAN account statement with all my data and transaction data.
And yes, all my data corresponds to the extract provided.
They are completely the same. What pisses me off the most is this.
I've done EVERYTHING and I'm just having problems with this Casino.
I've been trying to solve this for over TWO MONTHS in vain. Because Mr Bet is not clear and objective and still deceives me claiming that my documents were accepted and 4 days later says no.
I'M DISSATISFIED, UPSET AND WITHOUT HOPE that my problem will be resolved.
Mr Bet Casino, you are not dealing with children.
I'm of age and I would never fail to prove my bank details or my identity.
This subject is getting too long.. the deadline is being untenable and the answers without solution for me.
They always claim the same thing and the answer I've given a million times.
There is no other bank statement. There is no third party extract.
The transaction performed has already been proven SEVERAL TIMES.
I am even more indignant, that on Friday 08/19/2022 at 12:04 PM Mr Bet sent me an email with the following information:
''
VERIFIED ACCOUNT Congratulations! Your account has been successfully verified.
It's time to start your amazing journey at Mr.Bet! Get ready for fun, adventures and big wins.
Thank you for choosing Mr.Bet!
PLAY NOW ''
And there in the messages from Casino Mr Bet they sent me:
(follow in writing what was sent)
" Your documents have been verified. 2022-08-19 15:04:31
Congratulations! All your documents have been verified. Now you can really enjoy Mr. Bet. Place bets, get high winnings and withdraw money. Start right now!"
They updated my submission status with a green thumbs up.
(image attached)
Like who says it's all right. So I requested a withdrawal, trusting that they would make the payment, I didn't send any documents other than the pix receipt and pan bank statement.
And this morning, I received an email notice that my documents were rejected (the following is what was sent in writing):
"Your documents were rejected GAMES MY ACCOUNT PLAY NOW
REJECTED DOCUMENTS Hello! Unfortunately, your documents did not pass the verification process.
Carefully review your documents and upload them again. For more details, go to the Verification section. Contact the support team at Mr. Bet in case of doubt. Stay in touch!
I'M FULL OF THIS BAG!
I WANT A SOLUTION.
Attached are the images of what was said above.
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2 years ago
Dear anysdias02,
Do you please know what exact data were used upon the mentioned deposit? Was it processed directly from your Pix balance, or was it deducted from your bank account through Pix?
However, you send us only the same screenshots and I cannot see anything new here.
It does not matter if there is a time difference or not, the casino needs proof of this payment with specific data. The screenshots above do not confirm the deposit that the casino needs to verify. Your PAN Bank statement does not show the deposit made to the casino, and the casino requested a bank statement with the mentioned deposit visible with the required details. So, I recommend providing the casino with an official bank statement (.pdf) where the full name, account number, transaction number and amount, as well as the date and time will be clearly visible. According to the data shared by the casino, the deposit was made on 20.06.2022 02:21:33 in the amount of 50 BRL.
Are you please able to provide the casino with such a bank statement?
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2 years ago
Translation
Dear Casino Guru,
Good Morning!
Since we are heading for 3 months of trying to withdraw the amount won on the platform and the fight is getting unsustainable, I made some bets on the Mr Bet platform with the balance I had.
The platform allowed me to bet, that is, to use the value in favor of betting.
If my account is not verified to withdraw the amount I requested, why can I use the amount to bet on the platform?
This to me, is a contradiction of the account verification administration.
If my account is not in compliance with withdrawal/withdrawal, it should not be for placing bets.
I have already sent ALL THE DOCUMENTS you asked for.
And I feel like I'm paddling against the tide and just wasting time.
I've already sent a pdf statement, bank screen print, pix receipt and you insist on saying that you don't check.
In other words, it's my word against yours and the Casino's.
It's too hard to keep trying to prove something that is very clear to me!
I have even connected to the CENTRAL BANK and it reports the same things that have already been reported here.
I will again be sending by email to Mr Bet all this dissatisfaction and difficulty in answering me.
I am still dissatisfied with the delay and the difficulty in helping me in the case.
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2 years ago
Dear anysdias02,
Last week I received another explanation from the casino and then the situation was explained in my previous post.
Your Pix statement does not have to confirm that the transaction was made from the connected bank account with your personal details, or that there is not another Pix account. And, your PAN Bank statement shows only a transaction made to Pix, which could have been made at any time on the 20th of June, 2022. These documents do not prove that the deposit in question was made in your name and from your bank account. Moreover, some of them were edited/cropped and not in .pdf form, as casinos usually require.
So, I dare to disagree - you did not send all the documents that the casino requested from you. This is the reason why it has been taking so long.
Please, do I understand correctly that you are unable to provide the casino with the requested document/data?
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2 years ago
Dear anysdias02,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or do not require any further assistance, we will reject the complaint.
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2 years ago
Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.
The player can reopen this complaint anytime.
Thank you very much, Mr.Bet Casino Team, for providing information and cooperation.
Best regards,
Branislav, Casino.Guru
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2 years ago
Translation
Dear Casino Guru,
Is there an email I can send the files to?
Unfortunately I am unable to attach the pdf of the extract to this complaint.
The website says the file is too heavy.
In fact, it has been more than 1 month since the Casino has not responded or has not been asked to speak.
I go for 4 months without receiving my money!
The casino allows me to move money inside the casino (make bets), for that my account doesn't need to be verified.. but withdraw the money I won, I can't, because the account needs to be verified.
Finally, hypocrisy.
I will email the pdf of the bank statement again, as attached. Since I can't attach here
. 
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2 years ago
Hello, anysdias02,
Please use my email address mentioned above (branislav.b@casino.guru).
However, you should provide the casino with this document.
Once you do it and receive feedback from the casino, please let us know about it.
Looking forward to hearing from you soon.
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2 years ago
Dear anysdias02,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or do not require any further assistance, we will reject the complaint.
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2 years ago
Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.
The player can reopen this complaint anytime.
Thank you very much, Mr.Bet Casino Team, for providing information and cooperation.
Best regards,
Branislav, Casino.Guru
