Mr Bet Casino - El retiro del jugador se retrasa debido a problemas de verificación.

Casino name: MrBet

Complaint type: Delayed withdrawal / Verification deadlock

Amount: 10,800 PLN

Withdrawal method: Cryptocurrency (ERC-20)

Deposit method: BLIK

Date of withdrawal request: 11 December

Current status: Pending verification

Complaint description:

I am submitting this complaint due to an unjustified delay of my withdrawal caused by an unresolved verification issue.

I requested a withdrawal of 10,800 PLN on 11 December. As of today, more than 14 days have passed and the withdrawal is still pending.

The casino requires proof of address verification. I am fully cooperative and able to provide a bank-issued PDF statement containing my full name and address.

However, the verification process is currently blocked:

- The casino repeatedly rejects the proof of address I submit.

- The casino has not clearly specified the exact reason why the document is being rejected.

- Based on the correspondence, it appears likely that the rejection is related to the incomplete address in my profile (missing building number), rather than to the document being edited, as the PDF was generated directly by my bank and was not modified.

- At the same time, the casino confirmed by email that the address in my profile can only be updated internally by their department and cannot be edited by me.

Because of this situation, I am unable to submit a document that would fully match the profile data until the internal address update is completed.

Additionally, the casino stated that a previously submitted bank-generated PDF document was "edited", which is not true.

The document was downloaded directly from my bank and was not modified in any way. No technical evidence of alleged editing was provided.

Despite my full cooperation:

- I provided all requested personal details.

- I clearly confirmed my readiness to submit a new original bank PDF immediately after the internal address update is completed.

- The casino continues to ask for patience due to "queues" and does not provide any timeframe.

- The withdrawal remains pending while the funds stay available for gambling.

I believe that the current situation represents a verification deadlock, where the withdrawal cannot proceed despite my willingness to comply with all requirements.

I kindly ask CasinoGuru to assist in mediating this case and ensure that:

1. The casino resolves the internal address issue.

2. I am able to submit valid proof of address.

3. My withdrawal is processed without further unjustified delay.

Thank you for your assistance.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Mr Bet Casino.

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

• Have you attempted to provide the casino with any alternative document confirming your residential address?
• Could you please advise whethere other documents you provided to the casino were approved? Which ones were approved?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello Tomas,

thank you for your message and for reviewing my case.

I would like to clarify the situation in more detail and answer your questions precisely:

1) As a first proof of address, I submitted a utility bill for internet services, generated and downloaded directly from my bank.

2) After this document was rejected, I submitted an official bank confirmation of holding an account, also generated directly by ING Bank.

3) Both of these documents contained my full name and full residential address.

The casino rejected these documents claiming that they were "edited", which is not true. Both files were original PDFs generated by the bank and were not modified in any way.

Regarding your question about other documents:

– Yes, the casino requested a document confirming my identity.

– I provided my identity document, which was reviewed and ACCEPTED by the casino.

– The ONLY document that remains unverified is the proof of address.

After the proof of address documents were rejected, I personally noticed that the address displayed in my casino profile is incomplete, as it is missing the building number.

Based on this observation, I reasonably assumed that this address mismatch might be the actual reason why my proof of address documents were being rejected, rather than any alleged editing of the files.

For this reason, I contacted the casino and requested an update of my address data, as I cannot edit the address myself in the profile. The casino confirmed that the address can only be updated internally by their department.

In response to my request to update my address data, the casino informed me that this request triggered a "security investigation" on my account, without explaining the scope of this investigation, its purpose, or providing any expected timeframe.

I will forward the email in which this information was communicated to you directly by email for your reference.

Despite having all the necessary information to complete this simple address update, the casino has not corrected the address for an extended period of time.

Due to the unresolved internal address issue, submitting another document (such as a full bank statement) does not appear reasonable at this stage, as it would most likely be rejected again due to the profile data mismatch.

I remain fully cooperative and ready to submit any acceptable proof of address immediately after the address in my profile is corrected.

Thank you very much for your assistance.

Please let me know if you need any additional information or documents.

Best regards,

Andrzej

The casino has now requested a new proof of address. I have submitted a bank-issued PDF statement from ING containing my full updated address via the verification section. I am currently awaiting the verification result.

Hello snailment,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you very much for your assistance and support in resolving this case.

I can confirm that the funds have been successfully received and the issue is now fully resolved.

I appreciate the professional mediation and the time you dedicated to my complaint.

Best regards,

Andrzej

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear snailment,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Tomas