Mr Bet Casino - Hráč se snaží ověřit svůj účet.

problems with verification. Proof of payment will not be accepted. I should send a bank statement showing the payment. I deposited €50 on 09/29/22

Because I paid by virtual credit card and there was a weekend in between, the payment is only noted on my account on October 6th, 2022. I sent in the October statement (since the deposit is noted there) and it was declined as the statement is from October and not November. In addition, it may not be accepted because I have €50.88 on my bank statement because I had to pay a fee because the money went abroad. Now I need help getting this straight as the service there is very slow and obtuse. Been in contact with them 10 times and you are always held out. The service told me they would forward it and I should upload the bank statement a third time. But now I can't upload it anymore. I don't know if they want to prevent you from getting your money. It would be a shame if €19,000 just went sour because Mr.Bet couldn't handle his own verification process. Thanks in advance

Probleme mit der Verifizierung. Der Zahlungsnachweis wird nicht akzeptiert. Ich soll ein Kontoauszug zusenden auf dem die Zahlung vermerkt ist. Eingezahlt habe ich 50€ am 29.09.22 

Dadurch das ich per Virtuellen Kreditkarte bezahlt habe und auch noch ein Wochenende dazwischen lag ist die Zahlung erst am 06.10.22 auf meinem Konto vermerkt. Ich habe den Kontoauszug von Oktober (da die Einzahlung dort vermerkt ist) eingesendet und diese wurde abgelehnt da der Kontoauszug von Oktober ist und nicht von November. Zudem wird er vielleicht nicht akzeptiert da ich 50,88€ auf meinem Kontoauszug stehen habe da ich eine Gebühr zahlen musste dadurch das das Geld ins Ausland gegangen ist. Jetzt benötige ich Hilfe das klar zu stellen da der Service dort sehr langsam und Begriffsstutzig ist. 10 mal mit denen in Kontakt gewesen und man wird immer nur hin gehalten. Der Service sagte mir sie leiten das weiter und ich solle den Kontoauszug noch ein drittes Mal hoch laden. Jetzt kann ich ihn allerdings nicht mehr hoch laden. Ich weiß nicht ob sie verhindern wollen das man an sein Geld kommt. Wäre schade wenn 19.000€ einfach versauern weil Mr.Bet mit seinem eigenen Verifizierungsprozess nicht klar kommt. Danke schon einmal.

Hello kevinmeyer,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Mr Bet Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about - did they clarify how to prove your deposit?

Looking forward to your answer.

Regards,

Nick

Hi. The verification has been running since 09/30/22

Today was the last time I had contact with the casino, they just said I should wait. Everything was accepted during the verification process except for the proof of payment. I have submitted this 4 times now (account statement with deposit as requested) and it has been rejected each time. I have the feeling that they don't want you to get your money.

Hallo. Die Verifizierung läuft seit dem 30.09.22

ich habe heute das letzte mal Kontakt mit dem Casino gehabt die meinten nur ich solle warten. Beim Verifizierrungsprozess wurde alles akzeptiert bis auf den Zahlungsmachweis. Diesen habe ich jetzt schon 4 mal eingereicht (Kontoauszug mit der Einzahlung wie gefordert) und er wurde jedes Mal abgelehnt. Habe das Gefühl das die nicht wollen das man sein Geld bekommt.

Thank you kevinmeyer for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Hello kevinmeyer 

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this.

We would like to invite Mr Bet Casino to join the conversation.

Dear Mr Bet Casino,

Can you please provide some information regarding the player's verification issues? What other, if any documents are needed to successfully finish the verification process?

Dear All,

Please be informed that the user managed to upload all the necessary documents for verification. The user successfully passed verification and on 11/8/2022 the first successful withdrawal of funds was sent. The next withdrawal will be processed on 11/14/2022, since the amount that the user put on the withdrawal exceeds the limit of allowable withdrawal of funds per week.

Best regards,

Mr.Bet Casino team

Dear kevinmeyer

As per Mr.Bet Casino team's response, you should receive your withdrawals soon, please let us know when you successfully receive all your withdrawals.

Got part of my payout. Thank you. Without her help I would still be waiting.

Habe meine Auszahlung teilweise erhalten. Danke ihnen. Ohne ihre Hilfe würde ich immernoch warten.

Great news, kevinmeyer. We are not there yet, but I'm glad that we are moving in the right direction with your complaint. I hope that the remaining withdrawal will be with you soon. I will keep this complaint live. Please let me know once you receive all the funds.

Dear kevinmeyer,

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.

Dear kevinmeyer

Although it seems as though this issue has been resolved, as we haven't had a further response from you to confirm this we are, unfortunately, forced to reject this complaint. There is not much that can be done without your cooperation.

Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Michal