The player struggles to verify his account as his proof of deposit is not accepted. Although it seems as though this issue has been resolved, the complaint was rejected because the player didn't respond to our messages and questions.
Mr Bet Casino - The player struggles to verify his account.
Amount: €19,000
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
1 year ago
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2 years ago
Translation
problems with verification. Proof of payment will not be accepted. I should send a bank statement showing the payment. I deposited €50 on 09/29/22
Because I paid by virtual credit card and there was a weekend in between, the payment is only noted on my account on October 6th, 2022. I sent in the October statement (since the deposit is noted there) and it was declined as the statement is from October and not November. In addition, it may not be accepted because I have €50.88 on my bank statement because I had to pay a fee because the money went abroad. Now I need help getting this straight as the service there is very slow and obtuse. Been in contact with them 10 times and you are always held out. The service told me they would forward it and I should upload the bank statement a third time. But now I can't upload it anymore. I don't know if they want to prevent you from getting your money. It would be a shame if €19,000 just went sour because Mr.Bet couldn't handle his own verification process. Thanks in advance
Automatic translation:
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2 years ago
Hello kevinmeyer,
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 they clarify how to prove your deposit?
Looking forward to your answer.
Regards,
Nick
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2 years ago
Translation
Hi. The verification has been running since 09/30/22
Today was the last time I had contact with the casino, they just said I should wait. Everything was accepted during the verification process except for the proof of payment. I have submitted this 4 times now (account statement with deposit as requested) and it has been rejected each time. I have the feeling that they don't want you to get your money.
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2 years ago
Thank you kevinmeyer for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
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2 years ago
Hello kevinmeyer
I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this.
We would like to invite Mr Bet Casino to join the conversation.
Dear Mr Bet Casino,
Can you please provide some information regarding the player's verification issues? What other, if any documents are needed to successfully finish the verification process?
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1 year ago
Dear All,
Please be informed that the user managed to upload all the necessary documents for verification. The user successfully passed verification and on 11/8/2022 the first successful withdrawal of funds was sent. The next withdrawal will be processed on 11/14/2022, since the amount that the user put on the withdrawal exceeds the limit of allowable withdrawal of funds per week.
Best regards,
Mr.Bet Casino team
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1 year ago
Dear kevinmeyer
As per Mr.Bet Casino team's response, you should receive your withdrawals soon, please let us know when you successfully receive all your withdrawals.
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1 year ago
Translation
Got part of my payout. Thank you. Without her help I would still be waiting.
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1 year ago
Great news, kevinmeyer. We are not there yet, but I'm glad that we are moving in the right direction with your complaint. I hope that the remaining withdrawal will be with you soon. I will keep this complaint live. Please let me know once you receive all the funds.
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1 year ago
Dear kevinmeyer,
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
Dear kevinmeyer
Although it seems as though this issue has been resolved, as we haven't had a further response from you to confirm this we are, unfortunately, forced to reject this complaint. There is not much that can be done without your cooperation.
Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Michal
