Mr Bet Casino - Hráč má potíže s dokončením ověření účtu.

Hello, I have been struggling with Mr bets verification process. I originally submitted my verification documents about 1 month ago. After I had originally submitted a document incorrectly, I followed their instructions to correctly submit the required documents. I had submitted a screenshot of my credit card statement when I needed to submit the document as a pdf. I complied with the request, and submitted the pdf credit card statement. They have continued reject my verification, claiming that my new uploaded document is a screenshot, and they tell me to try again with a pdf. I have submitted the pdf no less than 4 times, and each time, they reject it, saying that it is a screenshot. Last time, I even submitted a second credit card statement (one from February and one from January, both submitted as pdf documents), and they rejected it once again. The customer support has been very unhelpful, and just tell me to resubmit. I resubmit, providing the requested document, and the deny, claiming that I sent a screenshot. This is completely untrue, and thus I am forced contact customer support again, to which they give the same response, to try again. They have refused to elaborate what was wrong with my submission, just claim it was a screenshot. I feel I have run out of options in dealing with them, and I hope you can assist in resolving this situation.

Dear robdemaere,

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.

Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Yes, I have submitted all other requirements, and they were accepted. Payment method is the only remaining issue.

I have continued communication with Mr bet, and verification has now been completed. Please leave this complaint open until payment has been received.

Money has been deposited, you may close this complaint.

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, robdemaere, for your confirmation, and please don’t 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,

Petronela

Casino.Guru