Mr Bet Casino - El jugador tiene problemas para completar la verificación de la cuenta.

Hello, a few weeks ago they began to ask me for verification, which everything was approved except for the means of payment where they ask for the photos of the cards, they have rejected me more than 4 times and I cannot withdraw my money, I have sent thousands of emails and still no I have an answer... they sent me to ask for more cards and I took photos again and again I was rejected, what can I do in this case? I need to withdraw my money and accept verification thanks

Hola,hace unas semanas me empezaron a pedir verificación la cual todo salio aprobado menos el medio de pago donde piden las fotos de las tarjetas me la han rechazado más de 4 veces y no puedo retirar mi dinero, e mandado miles de correos y aun no tengo respuesta.. me mandaron a pedir más tarjetas y saque fotos nuevamente y otra vez salí rechazada,que puedo hacer en este caso? Necesito retirar mi dinero y que acepten la verificación gracias

Dear Caroline,

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.

Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

I have presented all the documents, be it debit card, visa credit card, and even so I am rejected, at first they only asked for 2, now they have already requested 4, I do everything to the letter and they reject me, I sent mail again and they told me that I have to wait 72 hours to see where I was wrong but he always fails me the same.

He presentado todos los documentos ya sea tarjeta de débito,crédito visa y aun así salgo rechazada, al principio solo pidieron 2 ahora ya han pedido 4,hago todo al pie de la letra y me rechazan mande correo nuevamente y me dijeron que tengo que esperar 72 horas para ver en que me equivoque pero siempre me reprueba lo mismo.

Thank you very much, Caroline, 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.

They already accepted my verification, I just need to be able to withdraw my money.

Ya me aceptaron mi verificación,solo falta poder retirar mi dinero.

Hello Caroline,

I have just reviewed your case and could I please clarify if your account is now verified?

Dear Caroline,

Please provide an update on the status of your verification and withdrawal. If we do not hear from you within the set timeframe the complaint will be rejected.

Hello, yes, they have already accepted my verification and I can now play quietly, thank you very much.

Hola si, ya me aceptaron la verificación y ya puedo jugar tranquilamente muchas gracias.

Hello Caroline,

Thank you for your response. Have you received your withdrawal, or are you still awaiting payment?

Dear Caroline,

Please confirm if this matter has been resolved. If we do not hear from you within the set timeframe the complaint will be rejected.

Dear Caroline,

Even though it seems that this issue may have been resolved, without your direct confirmation the complaint will now be rejected. It can be reopened at any time.

Best regards,

Adam