The player struggled to verify their account as the casino kept requesting new documents. The issue was successfully resolved.
Mr Bet Casino - The player struggles to verify their account.
Amount: €5,000
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.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
Public
Public
2 years ago
Translation
Hello, I won 5000€ at said casino on May 25th. I had already carried out the normal KYC check beforehand, so my account was verified. After I made the withdrawal request, documents were requested again, which I then submitted. However, the documents are constantly rejected. Once they were accepted and I was verified, but then a few hours later it was withdrawn and I was asked to upload something else again. Every time I am put off and have to wait 48 hours or longer for the next answer because there is supposedly an increased workload. Overall I am now after 10 days of waiting no further. I really hope you can help me, I'm starting to worry that I will never receive my winnings. Many Thanks
Automatic translation:
Public
Public
2 years ago
Hello mijou,
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.
Is this your first ever withdrawal in the casino? How long exactly is the withdrawal pending? Which documents are already approved and which are still needed?
When was the last time the casino responded to you and what was it about?
Please note that we recommend to wait at least 14 days after finishing the verification to receive the first ever payout from the casino.
Looking forward to your answer.
Regards,
Nick
Public
Public
2 years ago
Translation
It's the first payout. I don't know what has been approved so far, they won't tell me. The last one they replied to me yesterday via support to tell me it will take at least 7 days to process a change of address. (There was a typo in the street name).
Automatic translation:
Public
Public
2 years ago
Hello mijou,
In that case be sure to wait the time stated by the casino and please let us know if there would be any update regarding the case.
Will set back the timer on you until then.
Regards,
Nick
Public
Public
2 years ago
Translation
Thanks for the feedback. The payout and verification finally went through today and the money is already in my account. The case can be closed.
Automatic translation:
Public
Public
2 years ago
Hi mijou,
Thanks for the update. I'm glad to hear that your issue got resolved. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Peter
