Mr Bet Casino - The player was struggling to complete the account verification.

I have already sent 3 types of receipts from my online bank for the last verification step in pix mode. All refused and keep asking for more, and there is no longer a means of proof to be sent. A message arrived saying that the documents were all verified and that the withdrawal would take place within 5 days. But soon after came another error message from the same document as always! I don't know how to solve this anymore and the chat is just a robot repeating the same things over and over again!

Additional comments from the player:

"Since April 14th I've been trying to make a withdrawal at the casino, and I can't, I already sent all the documents and it's not enough, the only document I can't get approval for is the bank's, I don't know what I sent anymore, because send the proof of the statement, I have already sent the proof of the pix and it always comes back, and I had already made another withdrawal in the amount of 1,700 and there was no problem in verifying the account"

Dear jjesus953,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been advised what specifically seems to be a problem in verifying your account?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Good morning, I really know that you have to have the verification, my complaint is it will be a month on the 14th of May and all possible documents have already been sent in pdf format, I want to know what is missing, because I have already sent the documents that website asked,

Since I've already withdrawn money from the site three times, I don't understand this requirement

Thank you very much, jjesus953, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future. 

I received a message today from the casino that my account was verified, now I'm just going to wait for the money to enter the account

Hello jjesus953,

Thank you for your response, please do keep us updated regarding your payment.

If there are any further problems, please do let me know and I will contact the casino to see if I can help.

Kind regards,

Adam

Bia afternoon, I come to inform you that the money from the MR Bets site was credited to my account, thank God, I thank you for the support of this site

Hello jjesus953,

That's great news, I'm glad to hear that your issue has been 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. We are here to help.

Kind regards,

Adam