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

Hello, I've been playing at Mr. Bet for a while. On May 25th I won an amount of 1000€ and of course immediately made a withdrawal request. The verified status was then reset and documents were requested (proof of payment, confirmation of residence).

I then uploaded these. Then nothing came for the first 4 days. When I asked several questions, they were always told that they were working hard on it, which stated that the check would take 24-48 hours. The whole thing went back and forth like this three times, and each time the same thing was said. Although it takes much longer, it is stated that it only takes 24-48 hours.

I'm starting to get really worried that I'll never see the money. When making a deposit, it always works immediately. However, when you want to cash out, they use this tactic to gamble away the money.

Hallo, ich spiele seit einiger Zeit bei Mr. Bet. Am 25.5 hab ich dann einen Betrag von 1000€ gewonnen und habe natürlich sofort eine Auszahlungsanfrage gestellt. Daraufhin wurde der Status verifiziert zurückgesetzt und es wurden Dokumente angeordert (Einzahlungsnachweis, Wohnsitzbestätigung). 

Diese habe ich dann auch hochgeladen. Daraufhin kam erstmal 4 Tage garnichts. Auf mehrere Nachfragen meinerseits wurde immer mitgeteilt,dass sie mit Hochdruck daran arbeiten, dsbei wird dort sngegeben, dass die Überprüfung 24-48 Stunden dauert. Das Ganze ging jetzt 3x so hin und her, und jedes mal wird das gleiche gesagt. Obwohl es ja wesentlich länger dauert, wird angegeben, dass es nur 24-48 std dauert.

Ich mache mir langsam ernsthaft Sorgen, dass ich das Geld niemals sehen werde. Beim Einzahlungen klappt es immer sofort. Wenn man aber auszahlen möchte, wenden sie diese Taktik an, um das Geld zu verzocken.

Dear caner1979,

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.

Have you been informed what specifically seems to be a problem in verifying your account?

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,

Petronela

Dear caner1979,

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, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.