The player struggles to verify his account as he is not able to upload his documents. After the player's account had been successfully verified, he confirmed receipt of the payment afterwards.
Mr Bet Casino - The player struggles to verify his account.
Amount: €5,700
Mr Bet Casino
Safety Index:Very highSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Hello, everyone,
I've been playing at Mr.Bet for a long time now I finally had a bit of luck and won 5700 euros which I now wanted to cash out. Since it is the first payment, I had to verify myself via Mr. Bet, I also submitted all the documents, waited 3 days and then Mr. Bet said that they still need a document of residence and that I should also upload this via the casino site! I wanted to do this too but it just doesn't work for 5 days I've been trying to complete the verification but uploading the document just doesn't work! I have written to the support several times, who always put me off that someone from the special team will contact me in an indefinite period of time to solve the problem. But nobody answers! It seems to me that Me. Bet just wants to waste time! Please help me!
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1 year ago
Hello Andi0007,
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?
Did you try to forward them the documents by e-mail?
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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1 year ago
Translation
Hello, the verification has been running since 10/20/22
I have sent my identity card, bank details and registration form!
You have verified your identity card and bank details, the registration form was too old, I have to send it again and I have to send a certificate of employment because I live in Austria as a Czech citizen!
okay, no problem! But I should re-upload the missing documents on the casino site at the verification link but it doesn't work! I also informed the support, they said someone would contact me! What hasn't happened yet!!! And they told me that they don't accept documents that I wanted to send via email! There is only one problem and that is that the verification link is not working!!! And for that they make me wait!!!
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1 year ago
Thank you Andi0007 for all the information. I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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1 year ago
Hello Andi0007,
This is Tomas and from now on, I will be taking care of your complaint. I have reviewed your case and would like to invite Mr Bet Casino to join the conversation and participate in the resolution of this complaint.
Dear Mr Bet Casino,
Could you please advise if there could be any issue with the verification link?
Best wishes,
Tomas
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1 year ago
Translation
Hi!
short update!!!
that fits with the upload but I have already gone through the verification run 3-4 times but it is always rejected without a specific reason, I have one with the same documents. Get credit from the bank! It's getting really hard!!! Probably all these negative reviews on the internet must be true!!! Really sad 😢
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1 year ago
Dear Tomas,
We see that Andi0007 uploaded documents yesterday. Now the documents are on a manual check. Initially, he needs to upload a residence permit. The list of possible documents for a residence permit was provided by our support agents.
We are waiting for the appropriate department to proceed with the request.
Best regards,
Mr.Bet Casino team
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1 year ago
Translation
Hello,
Residence permit = certificate of employment or wage slip, you have both from me!
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1 year ago
Dear Andi0007,
Could you please re-upload the required documents that the casino states are missing? I believe it will speed up the process.
Thank you both. Please continue to keep us updated on any developments.
Kind regards,
Tomas
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1 year ago
Translation
Hello,
I have uploaded everything multiple times!!! That's all I can do. There's always something new coming from Mr. Bet! Here are the last emails with Mr Bet that I upload as proof!
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1 year ago
Dear Mr Bet Casino,
Could you please confirm if you have received the missing documents from the player?
Thank you.
Kind regards,
Tomas
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1 year ago
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Hello, short update!!! It really seems to me that I'm just being held up in time!!! Mr. Bet got a registration confirmation from me, it's an official document!!!!
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1 year ago
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Really they want to rip me off!!!! Want one from me. New proof of residence but it looks like this in the system!!! What is this why are you kidding me Mr.Bet? 
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1 year ago
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I think they just don't want to pay!!!!
for me and all the other players it's kind of sad man pays endlessly and is lucky once and don't want to pay! 
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1 year ago
Translation
Hello,
got an email from Mr. Bez again!!! Something new every day I think they have a system behind it!!! Today they want me to verify myself with a residence permit for Austria or that I can show that I pay taxes in Austria!!! I made a payslip and sent a confirmation of work, that's all I have and that has to be enough!! I just laugh because every day something different yesterday residence today residence permit!!!
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1 year ago
Dear All,
To confirm that the user legally resides and pays taxes in Austria as a resident of another country, he needs to provide a residence permit.
We request different documents as those sent by the client do not meet the requirements.
The user can provide a payslip or an employment contract. The last time he uploaded his ID card instead.
Now he has uploaded the next documents and they are being checked by the responsible department. If they have any questions, the user will be informed, but we really hope that this time the user has downloaded everything that is needed.
Best regards,
Mr.Bet Casino team
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1 year ago
Thank you, Mr Bet Casino, for providing us with the information.
Please continue to keep us updated on any developments.
Kind regards,
Tomas
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1 year ago
Hello Tomas,
The user uploaded medical insurance and a scan of a certificate from the place of work.
The following documents are suitable for verification:
Residence permit (residence permit)
Payslip (tax statement about payment of taxes)
Work contract. In such a document, we need to see that the user is officially in the country, pays taxes, respectively, we understand where the funds come from.
We asked the user to upload something from the provided list above.
The user uploaded documents today and we are waiting for the responsible department to check them.
After checking, we will inform you about the results.
Best regards,
Mr.Bet Casino team
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1 year ago
Translation
Hello Mr Bet
I sent you a work confirmation in PDF format last week and a payslip also in PDF format this is not health insurance!!!
now I have sent you both in the original because you wrote me an email this morning that you do not accept scans!!!
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1 year ago
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Hello Casino Guru Team,
I really have to write here that the verification at Mr. Bet is really tedious, we are now in the 5th week where the verification is still not complete.
Although Mr.Bet has all imaginable documents from me!!! Now it's about that I have to prove that I pay taxes in Austria!!! I sent Mr. Bet my pay slip from work, first in PDF format Mr. Bet did not accept it because it is not an original, for whatever reason!!!! Now I sent the original and Ne. Bet writes that this is an insurance statement!!!!!!!! That's not true if you can read you have a clear advantage!!!!! It says payslip!!!! Now where is the problem Mr. Bet?????
or generally do not pay out to your players who have already lost a lot of money!!!!!!
slowly this is really ridiculous what you are doing to me Mr. Bet!!!!!
as proof for Casiono Guru I am sending a payslip here so you can see for yourself!!!!!
Please help me Casino Guru to get my honestly won money!
therefore I ask you.
thanks
lg
Andrew
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1 year ago
Dear Mr Bet Casino,
I have reviewed the player's documents and it seems that he has indeed provided a payslip. Could you please take another look at the player's payslip, perhaps with someone from your team who speaks German, and reconsider accepting this document?
Thank you.
Kind regards,
Tomas
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1 year ago
Translation
Hello Thomas,
here is a short update from Mr. Bet!
slowly this is really a madhouse 😅
All of a sudden you want a home address confirmation again, I sent this to Mr. Bet 10 days ago!
here are proof photos
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1 year ago
Translation
Hello, everyone!
Short update from Mr.Bet, verification worked 😁😁😁😁 I've already paid out 2400 euros 🤑🤑🤑🤑🤑 I'll have the rest paid out this week!!!!
thanks to Casino Guru without you it might have taken longer.
Thanks also to Mr. Bet that the verification finally worked!
I'll keep you posted until I get the full win!
lg
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1 year ago
Thank you, Andi0007, for your confirmation. I'm glad to hear that!
I will now extend the timer for an additional 7 days. Please continue to keep us updated on any developments.
Best wishes,
Tomas
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1 year ago
Dear Andi0007,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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1 year ago
Translation
Hello Thomas, everything went well at Mr.Bet, I got my money in full! On that note, thanks to Casino Guru for the help.
lg
And I
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1 year ago
Dear Andi0007,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future.
We are here to help.
Best regards,
Tomas
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