Mr Bet Casino - El problema de verificación de la cuenta del jugador impide el retiro.

THEY BEGAN THE PROCESS OF VERIFYING MY ACCOUNT AND INFORMED ME THAT THEY WERE UNABLE TO VERIFY IT, BUT THEY DO NOT PROVIDE ME WITH INFORMATION ON WHY THEY COULD NOT VERIFY IT, THEREBY MY MONEY BECOMES UNAVAILABLE FOR WITHDRAWAL

INICIARAM O PROCESSO DE VERIFICAÇÃO DA MINHA CONTA E INFORMARAM QUE NÃO FOI POSSÍVEL VERIFICÁ-LA PORÉM NÃO ME DÃO INFORMAÇÕES SOBRE QUAL O MOTIVO DE NÃO PODER VERIFICAR, COM ISSO MEU DINHEIRO FICA INDISPONÍVEL PARA SAQUE

Dear gustavohmsantos, 

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 take KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one?

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, 

Veronika

Identity card / yesterday at around 2PM (utc-3) / I used your own application, there is nothing related to the file format.

Carteira de identidade /ontem por volta das 14PM (utc-3)/utilizei o proprio aplicativo de voces, nao tem nada relacionado ao formato do arquivo.

I don't even have the possibility to try again, you are doing this to disrupt the process.

nao tenho nem a possibilidade de tentar novamente, vocês estão fazendo isso para tumultuar o processo.

I SEND YOU PHOTOS OF THE CARD, BANK STATEMENT, DECLARATION FROM THE BANK THAT I HAVE AN ACCOUNT THERE, THEY CONTINUE TO SEND ME EMAILS SAYING THAT THE ACCOUNT HAS NOT BEEN VERIFIED, I AM ABSURDLY DISSATISFIED WITH THE SERVICE THEY ARE PROVIDING, IT IS CLEARLY AN ATTEMPT TO FRAUD THE SUE AND DON'T PAY MY WINS.

ENVIDEO HJ FOTOS DO CARTÃO, EXTRATO BANCARIO, DECLARAÇÃO DO BANCO DE QUE EU TENHO CONTA LA, ELES CONTINUAM ME ENVIANDO EMAILS DIZENDO QUE A CONTA NAO FOI VERIFICADA, ESTOU ABSURDAMENTE INSATISFEITO COM O SERVIÇO QUE ELES ESTÃO PRESTANDO, CLARAMENTE É UMA TENTATIVA DE FRAUDAR O PROCESSOE NAO PAGAR MEUS GANHOS.

Thank you very much, gustavohmsantos, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear gustavohmsantos,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Mr Bet Casino representative to join this conversation.

Dear Mr Bet Casino,

Could you please clarify what steps the player needs to take to complete the verification process?

Thank you in advance,

Mirka

I contact them on chat and the customer service robot just tells me to wait, I've been waiting for a response from them for 8 days and they don't even respond to my emails, they're trying to harm me, my money has been stuck with them all this time.

Entro em contato no chat deles e o robô do atendimento só me diz para esperar, ja estou esperando alguma resposta deles há 8 dias e nem sequer respondem meus emails, estao tentando me lesar, o meu dinheiro está preso com eles todo esse tempo.

Dear Mirka,

We confirm that the user's account was verified on February 28, 2024, and his withdrawal request has been successfully processed.

Dear gustavohmsantos,

I'm glad it seems like your withdrawal process seems to be progressing. Please notify me, when you receive your withdrawal.

Thank you

Dear gustavohmsantos,

Could you please clarify, if you have received your withdrawal?

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.

Dear gustavohmsantos,

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.

We’ve reopened this complaint at the request of gustavohmsantos, since he informed us, his problem has been resolved.

Dear gustavohmsantos,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Mirka

Casino.Guru