Mr Bet Casino - La verificación de documentos del jugador se retrasa.

I have submitted my documents for verification, which they said would take just 24 hours. It has been almost 2 weeks, and I am yet to get my documents reviewed. They keep saying it will be reviewed soon. I had the same experience at Melbet, and they held my funds for 5 months. I had to threaten to use a lawyer before they reviewed my documents that same day.

Dear eodioko82,

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.

• 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?
• Could you please provide the exact date of your initial verification request?

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,

Katarina

Hi, thanks for your help...

I sent my international passport to them.

And yes, immediately they asked for the document I sent it to them, promptly and correctly.

I sent the documents on the 2nd of this month when they asked for it. I uploaded on the platform and got this mail.

Dear eodioko82,

thank you for your message.

• Is there any new development regarding your verification, please?
• Could you please tell me what games have you played at this casino?
• When have you registered at this casino, please?

Looking forward to your reply.

Katarina

My documents have been verified now.

I'm waiting to be paid

Dear eodioko82,

thank you for your messages.

We understand your concerns regarding this withdrawal as it seemed it will be processed much faster because of the extensive KYC. 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 a game history check 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. 

Please remain patient for few more days and keep us updated about any new development.

Best regards, 

Katarina

I've been paid.... thanks

Dear eodioko82,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Katarina Duboak

Casino.Guru