Mr Bet Casino - Hráč se snaží ověřit svůj účet.

Wanted to pay out €400. Then verification was requested. Well uploaded ID etc., so far so good. Then after 2 days proof of address and payment method will be rejected. I had submitted the landline invoice and confirmation of the deposit from my bank as listed there. Waited again, rejected again after 2 days. Then uploaded the whole bank statement, rejected. The service always lists what is needed. That's exactly what I submitted. But is always rejected. I don't know what else to submit. Clear stalling tactics. Believe slow verification is impossible in this casino.

Wollte 400€ auszahlen. Dann wurde Verifikation angefordert. Also gut Ausweis etc. hochgeladen, soweit, so gut. Dann nach 2 Tagen wird Adressnachweis und Zahlungsmethode abgelehnt. Hatte wie dort aufgeführt Rechnung Festnetz eingereicht und Bestätigung der Einzahlung meiner Bank. Wieder gewartet, wieder abgelehnt nach 2 Tagen. Dann ganzen Kontoauszug hochgeladen, abgelehnt. Der Service führt immer wieder auf was benötigt wird. Genau das hab ich eingereicht. Wird aber immer wieder abgelehnt. Weiß nicht was ich noch einreichen soll. Ganz klare Hinhaltetaktik. Glaube langsam eine Verifikation ist unmöglich in diesem Kasino.

Hello Bodenseeler,

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?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

The verification process was started on December 3rd.

ID and selfie approved.

Residence and payment method Not immediately. These were rejected for the third time, although exactly what was requested was submitted.

There are no other documents for the payment method in particular. So I can't submit anything else.

And the last time I had contact with customer service was on January 11th. But he only gave me a list of which documents are possible. My request was not addressed.

Gestartet wurde der Verifizierungsprozess am 3.12.

Ausweis und Selfie wurde genehmigt.

Wohnsitz und Zahlungsmethode Sofort nicht. Diese wurden bereits zum dritten Mal abgelehnt, obwohl genau das eingereicht wurde, was gewünscht wurde.

Gerade zur Zahlungsmethode gibt es keine anderen Dokumente mehr. Ich kann also nichts anderes mehr einreichen.

Und das letzte Mal Kontakt mit dem Kundenservice hatte ich am 11.01. Dieser hat mir aber nur wieder die Aufzählung gemacht welche Dokumente möglich sind. Auf mein Anliegen wurde nicht eingegangen.

Hello Bodenseeler,

Can you please forward the communication between you and the casino to nikolas.b@casino.guru?

Sent you the chat histories.

Since 11.1. now no reaction at all from the casino. The open documents are not checked

Now payment method has just been declined again. I no longer have a document for the payment that they don't already have. Is constantly insisted they need something from the payment on 1.1. I've sent that to them before. Don't want to understand that because of a holiday on the confirmation stops 2.1. as the posting date. Simply checking the payment number is of course too complicated for them

Hab Ihnen die Chatverläufe gesendet.

Seit 11.1. jetzt gar keine Reaktion mehr vom Casino. Die offenen Dokumente werden nicht geprüft

Jetzt wurde gerade Zahlungsmethode erneut abgelehnt. Habe kein Dokument mehr, zu der Zahlung das die nicht schon hätten. Wird ständig darauf beharrt sie bräuchten was von der Zahlung am 1.1. Das hab ich denen schon öfters geschickt. Wollen nicht verstehen, dass wegen Feiertag auf der Bestätigung halt 2.1. als Buchungsdatum steht. Einfach die Zahlungsnummer überprüfen ist denen natürlich zu kompliziert

Thank you Bodenseeler 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.

Regards,

Nick

OK. thanks

Ok. Danke

Hello Bodenseeler,

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 matter.

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

Dear Mr Bet Casino,

Can you please provide more information regarding the player's verification issues? Is there any problem with the documents provided by the player?

Dear All,

We asked our appropriate department to speed up the processing of the user's verification request. We now wait for them to check what the user uploaded last time.

We'll let you know about the status of the documents after the check.

Best regards,

Mr.Bet Casino team

Thank you for the response, Mr Bet Casino.

Dear Bodenseeler,

As per Mr Bet Casino's response, let's hope it won't take much longer.

Many Thanks.

In the meantime, with your help, it has worked.

The documents that were previously rejected 2 times have now been approved and the money paid out.

Many Thanks

Vielen Dank.

Inzwischen hat es mit Ihrer Hilfe geklappt.

Die Dokumente die vorher 2 Mal abgelehnt wurden sind jetzt genehmigt worden und das Geld ausgezahlt.

Vielen Dank

Dear Bodenseeler,

I'm glad we were able to help you with your complaint. Do I understand correctly that you have successfully received the funds? Can we consider this complaint to be resolved?

I have received yes. And the complaint has settled.

thanks

Habe ich erhalten ja. Und die Beschwerde hat sich erledigt.

Danke

Dear Bodenseeler,

Thank you for confirmation. I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not 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,

Michal

Casino.Guru