Mr Bet Casino - El jugador está intentando completar el KYC.

Hello!

I won the amount, met all requirements ... all documents have already been sent in several times.

Despite everything, no verification and no payout

Hallo!

Habe den Betrag gewonnen,alle Auflagen erfüllt...sämtliche Dokumente bereits mehrfach eingesendet.

Trotz allem keine Verifizierung und keine Auszahlung

Dear Christina,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. It is a common procedure for casinos to check every detail to make sure they are sending the money to the right person. None of the licensed casinos takes verification lightly and it might take few working days completing this thorough procedure.

When exactly did you send all the required documents? Which documents have you provided so far?

Additionally, if there is any communication between you and the casino, please forward it to kristina.s@casino.guru.

Bet regards,

Kristina

Thank you very much Christina for your email. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hi Christina,

I looked at your case and email. I will contact the casino and see if I can help.

Thank you ... then I'll wait and see.

Vielen Dank...dann warte ich mal gespannt ab.

We would like to ask the Mr Bet Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hi Christina,

I tried to contact the casino repeatedly, but it failed to reply. I’m afraid, there is not much that can be done without cooperation from their side. I will mark the complaint "unresolved" in our system. I understand, this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints may help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. In the meantime, I recommend you to contact the Curacao Gaming Authority and submit a complaint with them (https://validator.curacao-egaming.com/validate?domain=mr.bet&seal_id=f88c51920af0d2f1633588b41238f34c44acf0725589885a03b8d0275c485f4fbd4989f46fa4a4dbdcf4ffbc78912296&stamp=915804f54f40ab41210cf0a41cbd6c89).

There is a contact form on the bottom of the page. Let me know how they replied, my email address is peter.m@casino.guru. I wish I could be of more help.

Best regards,

Peter

We reopened the case as per the casino's request. We received the following reply from the casino:

"Dear Casino Guru team, 

According to our terms and conditions, it’s necessary for all users to pass the verification process. The client was aware of the verification process and what documents she had to provide. 

Furthermore, on all stages of verification, our customer support team assisted the client and informed her about what documents were requested. 

Unfortunately, the client didn't manage to provide us with the necessary documents or the documents that she provided were of poor quality. 

From our side, we warned the client that during the verification process, the money remains on the balance. The client continued to play despite the warning and her balance dropped below the withdrawal amount. 

There is still an opportunity for the client to pass the verification by uploading required documents in good quality for future withdrawal requests.

Best regards, 

Mr.Bet Casino"

Hi Christina,

Can you confirm that you played away your winnings?

Hello, yes unfortunately I actually gambled it away.

However, I also paid in again. From the deposit I again sent all the data by photo to Mr. Bet. No verification possible again .....

Hallo,ja leider habe ich sie tatsächlich verspielt.

Jedoch auch wieder eingezahlt.Von der Einzahlung habe ich erneut alle Daten per Foto an Mr. Bet gesendet. Erneut keine Verifizierung möglich.....

Alright, Dear MrBet team, could you please specify what documents exactly are missing and the exact parameters of the documents required so we can move on?

Thank you Christina for the email. Let's see how the casino responds and what other documents they will require.

Dear Casino Guru Team,

To go through verification procedure, it is necessary to provide a screenshot from online banking of Sofort and Giropay payment methods, where it is visible name of the account holder and transaction ID of deposit on our site. ID card was accepted previously. 

Thank you for your request.

Best regards, 

Mr Bet Team

Dear Christina,

Please provide the requested documents exactly as described above and let me know if they were accepted.

Have sent the documents again.

I keep you informed

Habe die Dokumente erneut eingesendet.

Ich halte sie auf dem Laufenden

OK, thank you, I hope they will be accepted.

Hi Christina,

Has there been any news?

Dear Christina,

We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will reject your complaint.

Since the player stopped responding, we are rejecting the complaint. The player can reopen the complaint at any time.