The player struggles to withdraw his money due ongoing verification. Player stopped responding to our question therefore the complaint was rejected.
Mr Bet Casino - The player struggles to withdraw his money.
Amount: €2,000
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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1 year ago
Translation
Good day!
I hope that you can help me further.
I already applied for a payout of around €1000 about 3 weeks ago.
Then I got into a verification process that is more than opaque. So I kept playing and the amount grew to €2069. And now the same thing again with the payout I just can't get through the verification. Once the card is illegible and the next time the residential address that was actually already verified is not correct.
I don't know how to solve the problem.
So I turn to you with hope.
LG Dandler
Automatic translation:
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1 year ago
Hello dandler1996,
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
Thank you for your quick response!
The verification has been running since March 2nd, 2023
But I keep getting the message that my payment method (card) does not meet their security requirements.
Everything else is apparently verified.
The last time I had contact with customer service was yesterday, but only automated answers came back.
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1 year ago
Thank you dandler1996 for all the information provided. I will now forward your complaint to my colleague Peter (peter.c@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 there,
Thank you dandler1996 for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask Mr Bet Casino for their help in resolving this complaint. We would like to know why is this verification process taking as long as it is and if we can do anything to help make it quicker.
Thank you!
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1 year ago
Translation
Good day
After I have already sent bank statements, pictures of the card from the front and back and screenshots of my online banking as requested to verify my payment method, a bank document is now required that confirms that my card was issued in my name. What is that supposed to be ?
I see this as a pure delay tactic!
I am attaching a picture of the claim.
Automatic translation:
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1 year ago
Dear dandler1996,
According to the information that we received from the responsible department, you must upload a bank statement that will prove that the card details **6647 belong to you. The bank statement must show the name of the account holder.
We see that on 03/30/2023 you re-uploaded the documents. Unfortunately, we do not have access to your documents that you uploaded, so we need to wait for a comment from the security department, they will check the documents and if you uploaded a correct bank statement this time, they will be accepted.
Best regards,
Mr.Bet Casino team
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1 year ago
Translation
Good evening
After about 3 attempts to verify my bank statement, it finally worked yesterday. But the joy only lasted for a short time now it's the card again that seems to be causing problems - it was actually already verified
Pictures attached
LG D***
Edited by a Casino Guru admin
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1 year ago
Translation
Good morning
Now the same again they ask for a bank document proving that my card was issued to me even though I sent my bank statements where the same Iban is stated as on the card.
LG Dandler
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1 year ago
Dear Peter,
The reason for the refusal to verify is that the user uploaded a card without a name, a screenshot without full card details and an inappropriate statement.
We kindly ask dandler1996 to upload the correct documents for verification.
Best regards,
Mr.Bet Casino team
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1 year ago
Translation
Good day
An inappropriate statement?
On the front of my card is only the card number and on the back my name, so I uploaded a photo of the front and back each time.
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1 year ago
dandler1996 could you please share with me the pictures you have sent to the casino, I want to review if it's truly without full card details, please send it to my email peter.c@casino.guru.
Thank you!
