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

What started as pure joy over the winnings turned into a nightmare when I tried to withdraw my funds. They asked for the infamous identity verification, and it became a tedious bureaucratic nightmare. Ten days have passed, and it's still the same: verification after verification. I have an ID and two bank accounts, and all the information has been submitted correctly, but they always see it as wrong. It was a terrible experience. I don't recommend them. They claim to be legitimate, but they clearly demonstrate the opposite.

Cuando todo era felicidad por el monto ganado se convirtió en una pesadilla al hacer el retiro..me pidieron la famosa verificación de identidad y todo se convirtió en una tediosa burocracia..ya han pasado 10 días y siempre lo mismo , verificación y verificación.tengo una ID y dos cuentas bancarias y todos los datos se han enviado correctamente pero para ellos siempre están mal..terrible experiencia. No recomiendo.dicen ser legales pero demuestran lo contrario.

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Hello,

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 list which documents you have already provided, and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?
• Is your account currently accessible to you?
• Could you please share with me your communication with the casino? 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 in advance for your reply.

Best regards,

Tomas

Thanks for your reply.

Has the verification of your account concluded?

If not, which documents did the casino request from you again?

Please share any details with me here.

Dear kafechini192,

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 kafechini192,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Lucia (lucia.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello kafechini192,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Mr Bet Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lucia

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

Dear kafechini192,

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,

Lucia