Mr Bet Casino - Hráč se snaží dokončit ověření účtu.

I‘ve won around 2500€ and initiated the withdrawal on 28.12.2022, which triggered the KYC. First of all, it took 2 days before i was even able to upload documents, because there was no verification tab. Since then ive uploaded numerous documents which have been rejected without any clear reasons. Ive talked to the support numerous times and asked whether the documents I intended to upload are sufficient and have been told „yes". However, they are keep getting rejected w/o a specific reason and they then ask for documents i have already provided. They are clearly delaying this with the intention for

me to lose the money again. This is unacceptable and has been the worst experience I‘ve had so far with any gambling website.

Dear 2ffgz66cx7,

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.

Have you been informed what specifically seems to be a problem in verifying your account?

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,

Petronela

Hi Petronela,

paysafecard seems to be the problem, however, as you can see on the screenshot attached, i have been told twice that what i uploaded is sufficient.

Hello 2ffgz66cx7,

Have there been any developments since our last conversation, please? 

Dear 2ffgz66cx7,

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.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.