Mr Bet Casino - Los documentos KYC del jugador fueron rechazados repetidamente.

I've been trying for days now to complete the KYC process, but my documents keep getting rejected for contradictory reasons despite meeting all the criteria. I'm constantly being put off and told to be patient.

Ich Probier jetzt schon seid Tagen den KYC Prozess zu bestehen aber meine Dokumente werden ständig wiedersprüchig abgelehnt trotz allen Anforderungen der Kriterien. Ich werde immer nur vertröstet und mir gesagt ich solle mich gedulden.

Dear Fbn44,

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 can complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Is your casino account currently accessible to you?
• Is the information on your bank statement identical to the information in your player profile?
• Have you contacted casino support regarding the issue? With what result?

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

Best regards,

Tomas

Hello Thomas,

To answer your questions....

• Yes, my account is accessible to me.
• My information in the documents is 100% identical to the information in my player account.
• The support always just puts me off and asks me to please be patient, supposedly a specialist will look at the documents and I will be informed

The whole game has been going on since June 11, 2024

Since then verification is necessary.

I have verified myself with documents at Mr.Bet several times in the past. There have never been any problems so far. And I meet the criteria of the documents 100%

After that I uploaded the required documents again (screenshot of my dashboard with name and IBAN)

This will then be rejected

Here I have photographed my card as requested and it is said that it is an edited image

Guten Tag Thomas,

Um Ihre Fragen zu beantworten....

• Ja mein Konto ist für mich zugänglich.
• Meine Angaben in den Dokumenten sind zu 100% identisch mit den Angaben in meinem Spieler Konto.
• Von dem Support werde ich immer nur vertröstet und gebeten mich bitte zu Gedulden angeblich würde sich ein Spezialist die Dokumente noch ansehen und ich werde Informiert

Das ganze Spielchen geht jetzt schon seid dem 11.06.2024

Seid dem die Verifizierung von nöten ist.

Ich habe mich mit den Dokumenten bei Mr.Bet schon mehrfach verifiziert in der Vergangenheit. Da gab es nie Probleme bis jetzt. Und die Kriterien der Dokumente erfülle ich zu 100%

Danach habe ich das gefordert Dokumenten ebenfalls neu hochgeladen (Screenshot von meinem Dashboard mit Name Und iban)

Das wird dann so abgelehnt

Hier habe ich meine Karte wie gefordert fotografiert und es wird gesagt es wäre ein bearbeitetes Bild

Thank you very much, Fbn44, for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@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.  

I have now been verified. After numerous attempts and repeated attempts to contact support.

Ich wurde mittlerweile verifiziert. Nach etlichen Versuchen und dem von mir immer wieder gesuchten Kontakt zum Support.

Dear Fbn44,

I am glad, that your verification process was successful.

Have you also been able to receive a withdrawal?

Yes, I received my first payout.

Ja ich habe meine erste Auszahlung bekommen.

Dear Fbn44,

Could you please clarify, what was the whole withdrawal amount, and how much you received as of now?

Thank you

Dear Fbn44,

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.