The player from Germany is experiencing difficulties withdrawing his winnings due to ongoing verification. After the player's account had been successfully verified, the player confirmed receipt of the payment, so we closed the complaint as resolved.
Mr Bet Casino - Player’s struggling to complete account verification.
Amount: €1,500
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
1 year ago
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1 year ago
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Yes hello. I have been registered and verified with the casino for a long time. I only got a payout in April and shortly afterwards a new payout was repeatedly prevented by renewed verification. I then sent countless documents and again and again there was no payout for different reasons. The last one was my deposit method, which I had to prove. I then made account statements and also an extract from the deposit, which of course was not accepted again. It seems to me that you have no success no matter what it is. Also in my history of the app for playing it was also shown that I had a payout in April and if I had not been verified then I would not have received the money either. That is how you can see it there is something wrong with the casino. I found countless people on the net who had exactly the same problems.
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1 year ago
Dear sausack1111,
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. Casinos often require documents for additional verification and that is not unusual or suspicious.
Did the casino inform you why was the last document rejected? Did you provide all the required documents as soon as possible, in the correct format and showing all the necessary information?
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,
Kristina
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1 year ago
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Hello Kristina. I got a response from the casino saying I would have sent a tailored statement. Then it said I had sent a screenshot. It was always the same. Always another reason not to pay out. I didn't get a payout until April 9th and it's strange that you don't get it 3 weeks later - I would have to verify myself. It was getting difficult even when entering the city if you wanted to have a payout, as the casino blocked the payout button saying it only accepted Roman and Latin when typing. That's when all the trouble started. I had to chat with them umpteen times so that it was released at some point. For me, it clearly appears that the payment is being deliberately controlled in order to wear down the customer so that he gambles away the profit again. I've written umpteen times with them and sent everything. The last was the original bank statement with the deposit on it. And I no longer understand that. Mfg Andreas H***
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1 year ago
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Today I tried again. The bank statement includes my details and the deposit I made. I sent the identical documents back then and they were accepted without any problems. I've tried but it falls on deaf ears. On the net you can find more and more people having the same problems. You kind of see a strategy behind it and I think that needs to be made public. This casino needs to be made open on social media and also reported to the authorities. Andrew ***
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1 year ago
Thank you very much for your reply, sausack1111. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
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1 year ago
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Hello Kristina. Unfortunately, that doesn't work because most of the time it was always written in chat and I was only told the same thing then. These were standard answers with the obligatory instructions on what to send to proof. Best regards Andrew
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1 year ago
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Hello Kristina. I still have your e. Mail sent by Klarna which I received from them yesterday. That was the payment I made immediately at the casino. Best regards Andrew
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1 year ago
Thank you very much, sausack1111, for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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1 year ago
Hi sausack1111,
I've just reviewed your case and am very sorry that you came across such an issue. In order to help you resolve the problem, I will contact the casino.
I'd like to invite Mr Bet Casino to join this conversation and participate in the investigation. Can you please provide us with any reasons for the delay in completing the KYC procedure which causes the problem with the withdrawal request for the player?
Thank you.
Best regards,
Tomas
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1 year ago
Translation
Hello Tomas. As I said, I was verified a long time ago. Of course, as with many other players, the re-verification came after the requested payout. That struck me as odd. I have submitted all the documents again as with the first verification and now it is the case that the deposit via Klarna, which I have proven on my account statement, is not recognized by the casino immediately. The strange thing is that the casino recognized it when it was first verified. I have handed it over several times and it is also on the bank statement. By the way, Klarna immediately confirmed this deposit to me by e-mail. I don't know why they are causing such problems now. It just ruins their reputation. Word gets around very quickly on the internet. I submitted my bank statement again today and I hope that there will be a solution soon. Greetings from me first. Andrew ***
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1 year ago
Dear All,
According to the comment of the responsible department, the mandatory documents that the user must upload in order to pass the verification are the proof of payment and proof of address. The reason for the refusal of previous documents - the user uploaded a document without an address to confirm the address, as well as to confirm the payment - the user uploaded an inappropriate screenshot.
Since 05/26/2023, sausack1111 has not uploaded new documents, verification still needs to be completed in order for the withdrawal to become available.
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1 year ago
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Yes hello. My address has been confirmed for a long time and can easily be seen with my ID. The name is also on the account statement in full and with my account number and BIC where I also transferred the amount to you. There is no address on the said bank statement because the transfer was made in the middle of the month and the bank statements are all in order, which means that the first statement shows the address and the others the bookings in the month. Today I offer you to send me the extract from the beginning of April, of course the address is on it and I have already sent you the said transfer of the extract several times. If it's important to you to settle this anger now, then accept it now. Because then it's out of the world. Mfg Andreas H***
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1 year ago
Dear sausack1111,
I believe the problem might be solved if you provide the casino with the full bank statement in its original format PDF, thus they will be able to see your name and address on the first page, and you avoid any obstacles when it comes to verifying the screenshots.
Let me know how it works. Thank you.
Kind regards,
Tomas
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1 year ago
Translation
Hello Tomas. I will then hand over the first bank statement from April and then I hope that all the unnecessary trouble will come to an end. But one thing is certain, it speaks absolutely not for the casino and customer friendliness. Mfg Andreas H***
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1 year ago
Thank you for your cooperation, sausack1111.
Please let me know once you do so.
Kind regards,
Tomas
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1 year ago
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Hello Tomas. Of course I'm very happy to do that and thank you for the help. Mfg Andreas H***
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1 year ago
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Hello Tomas. I had already submitted the bank statement with the deposit weeks ago and the bank statement with my address on it. Again that was rejected. For me the matter is very clear. I'm going to hand this over to a lawyer because there is no agreement with the casino in sight. Mfg Andreas H***
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1 year ago
Dear Mr Bet Casino,
Can you please explain why you rejected the player's bank statement? Is there any problem with this document?
Thank you.
Kind regards,
Tomas
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1 year ago
Dear Tomas,
As part of our verification process, we require confirmation of a deposit made on our website. Unfortunately, the statement sausack1111 uploaded does not include the requested transaction dated April 27, 2023, in the amount of 100 euros. The statement provided only indicates the financial status of the user's account for the month of April.
In addition to this proof of SEPA requisites was requested.
To complete the verification successfully, we kindly ask sausack1111 to resubmit the necessary documents with the specific details mentioned above.
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1 year ago
Translation
Good evening. To me, this whole thing is a huge, big mess. All documents were accepted at the first registration. No problem with further payments and then you arrive and want to wear down the player with your verification proof. This is not only pathetic but also the very worst. At no other casino have I had such problems as with you. Even if I don't get the money, I will do everything I can to ensure that word gets around and everyone should know what kind of casino you are. I am in the process of getting in touch with players who are experiencing the same thing and so far many have gotten in touch with me. I am very well networked and will therefore also use my contacts to pass on my experience with the casino to others. Furthermore, I feel compelled to file a complaint against the company. I've tried everything to date but I've had enough now! I'll do anything to ensure the casino doesn't get away with this. We'll see who's right. I had hoped that there would finally be an agreement, but now I've had enough. I'm beyond angry and I'm telling you today you will lose not only the amount owed but your credibility and the way you harass and stall the players with your arbitrary methods. So many people who are with you should experience and know that!
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1 year ago
Dear sausack1111,
I understand your frustration. Sometimes verification procedures are complicated, but it seems the casino's request now should be easy to comply with. Before any further actions you are planning, could you please provide the casino with the above-requested document? This case can still be resolved, I believe.
Let me know once you do so. Thank you.
Kind regards,
Tomas
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1 year ago
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Hello Tomas. That borders on wearing down and stalling. I think so now. I have sent in all the documents and more is not possible. For me the whole thing is clear. I already have several players by my side who are doing exactly the same thing and are still doing it. The casino already has a very questionable reputation and is attracting more and more disgruntled players and their anger and the response from this is one with no problem imagining where this ends for the casino. I really can't understand what all this is supposed to be about. I won't put up with it either, and I won't let it rest either. There is only a stop when the payment has been made and the casino apologizes. Mfg Andreas Z
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1 year ago
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That as an addition to Tomas. The casino should ask itself if it can afford to mess with many others and then it goes as far as I know that there are already some who want to file a lawsuit. There are certainly lawyers who specialize in this sort of thing. That from me at the end. Yours sincerely, Andreas H***.
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1 year ago
Dear sausack1111,
You filed a complaint with us, intending to get your issue resolved, right? And we are doing our best to help you. That's why we expect you to collaborate. At this moment, there is a straight request from the casino, and if there will be again something wrong with your document, we will investigate further.
Please provide the casino with the document and send it to me as well. I will take a look at it.
Here's my email address: tomas.k@casino.guru
Let me know once you do so. Otherwise, we won't be able to proceed, and your complaint will be rejected.
Thank you for understanding.
Kind regards,
Tomas
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1 year ago
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Tomas, that's all already happened. I had also already sent it to her colleagues. I'm surprised you're asking again.
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1 year ago
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I will now send you the 2 original bank statements again with the said deposit and the others, which also have my full address on them. If you can't see that I'm the depositor, you don't intend to. Mfg Andreas H***
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1 year ago
Thank you, sausack1111, for providing the bank statement.
I can confirm I can clearly see the mentioned transaction. Therefore, I would like to ask the casino to proceed with the verification process and let us know once it's completed.
Thank you both for your cooperation.
Kind regards,
Tomas
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1 year ago
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Thanks for the reply Thomas. Have a nice afternoon then. Mfg Andreas H***
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1 year ago
Dear Tomas and sausack1111,
We are glad to inform you that the verification of the account has been completed. The withdrawal request was processed on 2023-06-16 and has the status successful from our side.
Please kindly note that the processing time for transactions with the bank transfer method is up to 5 business days.
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1 year ago
Translation
Hello Mr Bet. Many thanks for the message. I can only hope that something changes with them because this thing was very very customer unfriendly. I just want to add that exactly these 2 bank statements were handed over umpteen times and then this theater for weeks. It wasn't necessary and only hurt them. I would like to thank them anyway and I hope that this doesn't happen again. Mfg Andreas H***
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1 year ago
Dear sausack1111,
It looks like we are about to close this complaint as resolved. Can you please update us once you have received the payment?
Thank you both for your cooperation.
Kind regards,
Tomas
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1 year ago
Translation
Hello Tomas. Yes, the payment has been made and I would also like to say a big thank you.
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1 year ago
Dear sausack1111,
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,
Tomas
