The player struggled to verify his account for over a month. They stated that the casino kept asking for more documents. The casino initially responded to inform the player that they still requiredd a statement to verify the payment method. The player resent the statement as requested. After a short period of time, the casino responded and stated that the player had completed the verification procedure and that their withdrawal was successful. We asked the player to confirm this, but there was no further response from them so the complaint was eventually rejected.
Mr Bet Casino - The player struggles to verify his account.
Amount: $2,000,000 CLP
Mr Bet Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 years ago
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2 years ago
Translation
Dear please help me, I have been trying to verify my account at Mr. Bet for more than a month and it still does not pass the verification, I have sent many papers and none of them works. However, last time I sent my bank credit card statement specifying the deposits made to Mr. Bet, but still they deny me verification. Your help please.
Automatic translation:
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2 years ago
Hello Daniel1990,
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
Translation
Hello, since June approximately when I try to withdraw a larger amount. I don't remember a specific date.
They just need to approve the payments I've made to the casino, according to them by webpay, but I don't have access to that, only my bank statement from my credit card, which is where I make the payments.
I spoke with them on August 02 and this was their response:
Daniel
2022-08-02 13:30:23
They again rejected my documents for verification. Who can I see this topic with?
Gill
2022-08-02 13:30:23
Thank you for contacting Mr.Bet Customer Service
Gill
2022-08-02 13:30:45
Hello Daniel!
Gill
2022-08-02 13:30:58
I will do my best to help you. Please note that I will use a translator to provide you with the information.
Daniel
2022-08-02 13:32:46
I need to verify my identity with the documents I have sent
Daniel
2022-08-02 13:32:58
I've been more than a month without answers
Gill
2022-08-02 13:33:07
Please give me a couple of minutes to verify all the information.
Daniel
2022-08-02 13:37:15
I send the last document that I attach, where the requested information appears. Still they refused.
Daniel
2022-08-02 13:37:29
Gill
2022-08-02 13:37:44
I kindly ask you to upload the bank statement where we can see your name, deposits in our casino and identity number for the date 21.06-22.06.
Gill
2022-08-02 13:38:20
And I kindly ask you to upload your online banking screenshot or bank statement. We need to see your bank account number and the name of the holder.
Daniel
2022-08-02 13:40:11
It's all in the pdf
Gill
2022-08-02 13:41:05
For my part, I can only ask you what documents must be uploaded. Please make sure all documents meet the requirements and please upload them to the verification tab. Then our corresponding department checks everything for you.
Daniel
2022-08-02 13:42:20
Is there someone else to see this topic with, I've been uploading documents for more than a month and nothing works, my daughter is sick and I need the money, the attached pdf works or not?
Gill
2022-08-02 13:44:01
Sorry to hear that though, the documents are reviewed by our relevant department. I don't have the technical opportunity to check them here in the chat. As soon as you upload them all to the verification tab, they will be verified and you will get the answer.
Gill
2022-08-02 13:46:48
Perhaps you have any other questions I can help you with, Daniel?
I hope you can help me.
Automatic translation:
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2 years ago
Translation
Since June, I do not remember the exact date, but I tried to make a larger withdrawal and they asked me to verify, supposedly webpay verification is missing, I do not have that information, since I pay with my bank credit card and attach my bank statement.
Last conversation on August 2.
Daniel
2022-08-02 13:30:23
They again rejected my documents for verification. Who can I see this topic with?
Gill
2022-08-02 13:30:23
Thank you for contacting Mr.Bet Customer Service
Gill
2022-08-02 13:30:45
Hello Daniel!
Gill
2022-08-02 13:30:58
I will do my best to help you. Please note that I will use a translator to provide you with the information.
Daniel
2022-08-02 13:32:46
I need to verify my identity with the documents I have sent
Daniel
2022-08-02 13:32:58
I've been more than a month without answers
Gill
2022-08-02 13:33:07
Please give me a couple of minutes to verify all the information.
Daniel
2022-08-02 13:37:15
I send the last document that I attach, where the requested information appears. Still they refused.
Daniel
2022-08-02 13:37:29
Gill
2022-08-02 13:37:44
I kindly ask you to upload the bank statement where we can see your name, deposits in our casino and identity number for the date 21.06-22.06.
Gill
2022-08-02 13:38:20
And I kindly ask you to upload your online banking screenshot or bank statement. We need to see your bank account number and the name of the holder.
Daniel
2022-08-02 13:40:11
It's all in the pdf
Gill
2022-08-02 13:41:05
For my part, I can only ask you what documents must be uploaded. Please make sure all documents meet the requirements and please upload them to the verification tab. Then our corresponding department checks everything for you.
Daniel
2022-08-02 13:42:20
Is there someone else with whom to see this topic, I've been uploading documents for more than a month and nothing works, my daughter is sick and I need the money, the attached pdf works or not?
Gill
2022-08-02 13:44:01
Sorry to hear that though, the documents are reviewed by our relevant department. I don't have the technical opportunity to check them here in the chat. As soon as you upload them all to the verification tab, they will be verified and you will get the answer.
Gill
2022-08-02 13:46:48
Perhaps you have any other questions I can help you with, Daniel?
Automatic translation:
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2 years ago
Thank you Daniel1990 for all the information. I will now forward your complaint to my colleague Adam who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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2 years ago
Hello Daniel1990,
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite Mr Bet Casino to join the conversation and participate in the resolution of this complaint.
Dear Mr Bet Casino,
Can you please provide some information regarding the player's account verification and what may be required to complete the process?
Kind regards,
Adam
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2 years ago
Dear All,
The user was informed what documents are required for verification, namely bank statement with user's name on it and deposits to our site made between 21.06. and 22.06. to verify cl_webpay.
The statement should be uploaded through verification tab on the site. The tab is now available.
Best regards,
Mr.Bet Casino team
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2 years ago
Translation
I have sent my credit card account statement 5 times, it is the only proof I have, since from there I made the payments to Mr. Beto, is there any possibility of sending my document in PDF and being assured that it is correct?
Automatic translation:
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2 years ago
Hello Daniel1990,
Please do forward the document to me via e-mail (adam.m@casino.guru) and I will review it.
Kind regards,
Adam
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2 years ago
Translation
Dear Adam, I send mail with the requested, it is the only thing I have, my full name appears and the transactions of 06.21.2022, are my last payments.
Automatic translation:
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2 years ago
Hello Daniel1990,
Thank you for sending the document to me. Can I ask, do your credit card transactions show up on your bank statements? Have you received any payment receipts or confirmation from WebPay?
Kind regards,
Adam
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2 years ago
Translation
Hello, what I sent you is my bank statement and No, I do not receive confirmation from webpay, only my bank.
Automatic translation:
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2 years ago
Dear Mr.Bet Casino,
Can you advise as to why the supplied document is insufficient? What other information should be provided?
Kind regards,
Adam
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2 years ago
Translation
Hello, after my previous answer my account had been verified and it turns out that at the time of making the withdrawal, they again ask me for more documents of the account where you want them to send my money, this is really a mockery for the client. Attach a screenshot of the app of my bank account. I hope it works.
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2 years ago
Hello Daniel1990,
Thank you for the update on the situation. It sounds like there has been some progress, please keep us informed of any further developments.
Kind regards,
Adam
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2 years ago
Translation
Hello, again they asked me for documents to verify my bank account, I still cannot withdraw my money, I re-entered my bank statement in pdf. I hope that helps.
Automatic translation:
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2 years ago
Thank you for the additional information, Daniel1990.
Dear Mr.Bet Casino,
Can you please provide an update regarding the player's verification? Is the submitted document now sufficient to complete the process?
Kind regards,
Adam
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2 years ago
Dear All,
We want to inform you that the user has successfully passed verification and his withdrawal of funds is now successful.
Best regards,
Mr.Bet Casino team
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2 years ago
Thank you for the update, Mr. Bet Casino.
Dear Daniel1990,
Can you please confirm if you have received the payment and that the matter is now resolved?
Kind regards,
Adam
