Mr Bet Casino - Se ha retrasado el pago de las ganancias del jugador.

Good morning, the casino asked me several times to send my documents for account verification.

I sent all the documents, Driver's License, proof of residence, photo of my account, etc.

However I was rejected 3 times. In the conversation with the chat I discovered the error, my pix (where I make the transactions) is registered in my CPF (Brazilian registration number) and not in my cell phone. However, they registered it as my mobile.

However I used two of my accounts to transact credits to the site. I put both attached, including one with one of the receipts.

I don't understand how they can't fix this yet.

I count on your help.

Thank you very much in advance

Bom dia, o cassino solicitou diversas vezes para que eu enviasse meus documentos para verificação de conta.

Enviei todos os os documentos, Carteira de Motorista, comprovante de residencia, foto da minha conta, etc.

No entando fui rejeitado 3 vezes. Na conversa com o chat eu descobri o erro, meu pix (onde faço as transações) está registrado no meu CPF (numero de registro brasileiro) e não no meu celular. No entanto, eles registraram como meu celular.

No entanto eu usei duas contas minhas para transacionar créditos para o site. Coloquei ambas anexadas, inclusive uma com um dos comprovantes.

Não consigo entender como eles não conseguem arrumar isso ainda.

Conto com a ajuda de voces.

Desde já muito obrigado

Dear lucasweyh,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Good afternoon Kristina, how are you?

First of all thank you for your kindness and help.

I understand the serving time issue but my point is that KYC is completely wrong.

Fourth time I upload the documents and I don't get success because of their error.

Boa tarde Kristina, tudo bem?

Primeiramente obrigado pela cordialidade e ajuda .

compreendo a questão do tempo de saque mas o que quero dizer é que o KYC está completamente equivocado.

Quarta vez que faço o upload dos documentos e não obtenho sucesso por erro deles.

Thank you for your reply, lucasweyh. I apologize for the misunderstanding. The first message was automatically generated based on the answers you provided while submitting this complaint.

Do I understand correctly that verifying the PIX seems to be the only obstacle standing between you and successful verification? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. 

Dear lucasweyh,

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.