Mr Bet Casino - Hráč se snaží dokončit ověření účtu.

About 10 days have passed since the withdrawal application, but the identity verification has not been completed yet.

After submitting the documents initially, the identity verification did not complete even after a few days, so when I contacted support, they asked me to resubmit the screenshot of the Vega Wallet used for the deposit.

At Mr.bet, you cannot freely submit documents, and you need to receive an email from the casino with a link to the identity verification page.

However, I haven't received an email asking me to submit my identity verification documents even after a week.

Even if I ask the support, they just say "I don't know how long it will take, but please wait", so I'm very worried.

出金申請から10日ほど経ちますがまだ本人確認が終わりません。

最初に書類を提出したあと、数日経っても本人確認が終了しないのでサポートに問い合わせたところ、入金に使用したVega Walletのスクリーンショットを再提出してほしいと言われました。

Mr.betでは自由に書類を提出することが出来ず、カジノ側から本人確認用ページのリンクが貼られたメールを受け取る必要があります。

しかし、本人確認書類を提出するためのメールを1週間経っても送ってくれません。

サポートに聞いても、「いつまでかかるか分からないが待っててほしい」と言われるだけなのでとても不安です。

Dear whitedice,

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, or you couldn't submit any documents due to a missing verification link?

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

Hello Petronella.

I already submitted my driver's license, selfie, Vega Wallet screenshot and bank statement.

After that, I was asked to resubmit a screenshot of Vega Wallet.

I think that asking for resubmission means that you have checked everything, but when you ask support, they say that they cannot send you an email because they are still verifying.

Currently, the page for uploading identity verification documents is stagnant as shown in the image below.

If Mr.bet sends me an email, this page should return to the upload page.

I honestly don't understand why it takes so long to just send a link to the page where you submit your documents.

If you know that you need to resubmit, please send me an email as soon as possible.

Even if you ask support to ask the department in charge about the current progress, they will refuse.

I'm worried because I'm always told "Wait" without knowing anything.

こんにちはペトロネラ。

運転免許証と自撮りとVega Walletのスクリーンショットと銀行の取引明細書はすでに提出しました。

その後Vega Walletのスクリーンショットの再提出を依頼されました。

再提出の依頼をするということは一通り確認したということだと思うのですが、サポートに尋ねるとまだ検証中のためEメールは送れないと言います。

現在、本人確認書類をアップロードするページは下の画像のような状況のまま停滞しています。

Mr.betがメールを送ってくれればこのページはアップロードするためのページに戻るはずです。

正直なところ、なぜ書類を提出するページのリンクを送るだけのことにこれだけ時間がかかるかわかりません。

再提出が必要だとわかっているなら早くEメールを送って欲しいです。

担当部門に現在の進捗状況を聞いてほしいとサポートに頼んでも拒否されます。

何もわからないまま「待ってくれ」とばかり言われるので不安です。

hello.

It seems that it will take some time to get a reply, so I will try to apply for complaints on other review sites as well.

I don't think I can file complaints at the same time as other sites, so could you please close this complaint once?

こんにちは。

お返事をいただくのに時間がかかりそうなので他のレビューサイトでも苦情の申請をしてみようと思います。

他のサイトと並行して苦情の申請はできないと思うのでこちらの方の苦情を一旦閉じてもらえますか？

hello.

This complaint has now been resolved.

Thank you for your cooperation.

こんにちは。

今回の苦情は解決しました。

ご協力ありがとうございました。

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, whitedice, 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