Mr Bet Casino - Hráč se snaží dokončit ověření účtu.

hi, I have made a withdrawal request and they asked me for confirmation. through the network. they pass third party verification. but no, the camera doesn't open on the page and I tried to fix it for about 2 weeks with the customer service, but it didn't help, I have all the documents ready. I have suggested they email via confirmation but they did not accept

Dear w07596623,

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 you have not managed to provide any documents to verify your identity? Could you please clarify what the camera is needed for? Do you see any error messages when you try to use it?

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,

Kristina

Hey,

they have a third-party page on the page that you need to confirm (sumsub) but their page does not work well, that there is always a loading screen, for example in the picture.

I am ready to testify and provide all document at any time.

Regards Daniel

Hei,

heillä on sivulla kolmas osapuoli sivu jonka suorita vahvistus (sumsub) mutta heidän sivulla ei toimi hyvin että aina tulee ladattava näyttö esimerkiksi kuvassa.

olen valmis todista ja toimittaa kaikki dokumentti milloin vaan.

Terveisin Daniel

Thank you very much for your reply, w07596623. Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hi, I have received my money and the matter is resolved. thanks anyway

Hi, olen saanut minun rahat ja asia ratkaisu. Kiitos kuitenkin

But they send me the wrong amount, can I continue the complaint

Mutta he lähettävät mulle summa väärä voiko jatka valituksen

Could you please provide more information? How much money did you receive? Did you accumulate your winnings with any bonuses?

Have you tried contacting the casino regarding this issue?

Hi, I have contacted the casino but they said that your bank took the expenses but the bank didn't take me in the picture you can see how much I pay usdt (usdt is crypto every 1 usdt= 1 dollar) I have withdrawn 2019€ it should be 2205 usdt but they sent 2091 usdt

Hi, olen ottanut yhteyttä kasino mutta he sanonut että sinun pankki otti kulut mutta pankki ei ottanut miitän kuvassa näky paljon maksa usdt (usdt on crypto joka 1usdt= 1 dollari) olen nostanut 2019€ pitäisi olla 2205 usdt mutta he lähetänyt 2091 usdt

Do I understand correctly that you received 114USDT less than you were supposed to?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear w07596623,

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, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.