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

Dear Team,

I have tried many times for verification at Mr.Bet. For more than 14 days I've been trying all kinds of documents (selfie, credit card, employment contract, giro card, bank statements, proof of residence, etc..).

Liebes Team,

Ich habe bei Mr.Bet schon viele mal versucht zur Verifikation. Seit über 14 Tage probiere ich es mit allen möglichen Dokumenten (Selfie, Kreditkarte, Arbeitsvertrag, Girokarte, Kontoauszüge, Wohnsitznachweis, usw..).

Dear Hulya81,

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.

Could you please advise when exactly you sent the last document? Have you provided all the required documents as soon as possible and in the correct format?

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

Dear Kristina

I got the letter yesterday. They claim that I want to delete my player account. They come with false statements, they are cheeky, why should I do it, it's about my profit. Here is the email from the Mr bet team.

Kind regards Hulya81

Hello Hulya,

Hope you are fine!

I am writing to you regarding your account.

You recently emailed us some documents. I have checked your account details and the system says your account has been suspended and you recently requested your account deletion.

I ask that you indicate this if you have any questions about the documents you have sent or your account. We're here to help.

If you have any other questions, you can always contact us. We are there for you around the clock.

Best regards,

Gaming club manager, Mary

2061153

Sehr geehrte Kristina

Gestern habe ich das Schreiben bekommen. Die Behaupten das ich meine Spieler konto löschen möchte. Die kommen mit falschen Aussagen das ist eine Frechheit von denen warum sollte ich es tun es geht ja um mein Gewinn. Hier ist das Email vom Mr bet Team.

Mit freundlichen Grüßen Hülya81

Hallo Hülya,

Hoffe es geht Ihnen gut!   

Ich schreibe Ihnen bezüglich Ihres Konto. 

Kürzlich haben Sie uns einige Dokumente per E-Mail geschickt. Ich habe die Details Ihres Kontos überprüft und das System zeigt an, dass Ihr Konto gesperrt wurde und Sie kürzlich die Löschung Ihres Kontos beantragt haben.

Ich bitte Sie, dies anzugeben, wenn Sie Fragen zu den von Ihnen gesendeten Dokumenten oder Ihrem Konto haben. Wir helfen Ihnen gerne weiter.

Wenn Sie weitere Fragen haben, können Sie sich jederzeit an uns wenden. Wir sind rund um die Uhr für Sie da.

Mit freundlichen Grüßen,

Manager des Spieleclubs, Mary

2061153

Thank you very much for your reply, Hulya81. Do I understand correctly that you have not requested account closure? 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.

Dear Hulya81,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.