The player struggles to verify his account as his documents are getting rejected. After our intervention, we were able to help the player to get their winnings. The player confirmed they received the funds in the end. The Player’s complaint has been resolved successfully.
Mr Bet Casino - The player struggles to verify his account.
Amount: €400
Mr Bet Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Wanted to pay out €400. Then verification was requested. Well uploaded ID etc., so far so good. Then after 2 days proof of address and payment method will be rejected. I had submitted the landline invoice and confirmation of the deposit from my bank as listed there. Waited again, rejected again after 2 days. Then uploaded the whole bank statement, rejected. The service always lists what is needed. That's exactly what I submitted. But is always rejected. I don't know what else to submit. Clear stalling tactics. Believe slow verification is impossible in this casino.
Automatic translation:
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1 year ago
Hello Bodenseeler,
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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1 year ago
Translation
The verification process was started on December 3rd.
ID and selfie approved.
Residence and payment method Not immediately. These were rejected for the third time, although exactly what was requested was submitted.
There are no other documents for the payment method in particular. So I can't submit anything else.
And the last time I had contact with customer service was on January 11th. But he only gave me a list of which documents are possible. My request was not addressed.
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1 year ago
Hello Bodenseeler,
Can you please forward the communication between you and the casino to nikolas.b@casino.guru?
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1 year ago
Translation
Sent you the chat histories.
Since 11.1. now no reaction at all from the casino. The open documents are not checked
Now payment method has just been declined again. I no longer have a document for the payment that they don't already have. Is constantly insisted they need something from the payment on 1.1. I've sent that to them before. Don't want to understand that because of a holiday on the confirmation stops 2.1. as the posting date. Simply checking the payment number is of course too complicated for them
Edited
Automatic translation:
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1 year ago
Thank you Bodenseeler 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.
Regards,
Nick
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1 year ago
Hello Bodenseeler,
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 matter.
We would like to invite Mr Bet Casino to join the conversation.
Dear Mr Bet Casino,
Can you please provide more information regarding the player's verification issues? Is there any problem with the documents provided by the player?
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1 year ago
Dear All,
We asked our appropriate department to speed up the processing of the user's verification request. We now wait for them to check what the user uploaded last time.
We'll let you know about the status of the documents after the check.
Best regards,
Mr.Bet Casino team
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1 year ago
Thank you for the response, Mr Bet Casino.
Dear Bodenseeler,
As per Mr Bet Casino's response, let's hope it won't take much longer.
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1 year ago
Translation
Many Thanks.
In the meantime, with your help, it has worked.
The documents that were previously rejected 2 times have now been approved and the money paid out.
Many Thanks
Automatic translation:
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1 year ago
Dear Bodenseeler,
I'm glad we were able to help you with your complaint. Do I understand correctly that you have successfully received the funds? Can we consider this complaint to be resolved?
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1 year ago
Translation
I have received yes. And the complaint has settled.
thanks
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1 year ago
Dear Bodenseeler,
Thank you for confirmation. 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,
Michal
Casino.Guru
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