Mr Bet Casino - Proces ověření hráče opakovaně neúspěšný.

The casino is refusing to accept my verification.

I have sent documents multiple times and even photographed documents over the phone every time, but it is claimed that I submitted screenshots.

This is not true.

Interestingly, I received a message that the verification was successful. This decision was reversed 20 minutes later.

After more than 1 month of unsuccessful attempts, I am now asking for your help.

Das Casino weigert sich meine Verifizierung anzunehmen.

Ich habe mehrfach Dokumente geschickt und auch jedes mal Dokumente per Telefon abfotografiert, aber es wird behauptet, ich hätte Screenshots eingereicht.

Das stimmt nicht.

Witzigerweise habe ich eine Meldung erhalten, dass die Verifizierung erfolgreich war. 20 Minuten später wurde das zurück genommen.

Nach nun mehr als 1 Monat vergeblicher Versuche, bitte ich Sie nun um Hilfe.

Dear Robi5580,

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.

Could you please advise which documents you have already provided and when exactly you sent the last one? Have you provided all the required documents as soon as possible and in the correct format?

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

Hello,

I uploaded my driver's license, my passport and various selfies.

In addition, to verify the address, a letter from my doctor, an invoice and now even a registration certificate.

Nevertheless, everything is rejected.

The last time was 2 days ago.

Photographed with a cell phone and still claims it is a screenshot.

Hallo,

ich habe meinen Führerschein, Meinen Pass sowie diverse Selfies hochgeladen.

Zusätzlich, um die Adresse zu verifzieren, ein Schreiben meines Arztes, eine Rechnung und jetzt sogar eine meldebescheinigung.

Trotzdem wird alles abgelehnt.

Das letzte mal war vor 2 Tagen.

Mit dem Handy abfotografiert und trotzdem wird behauptet, es sei ein Screenshot.

Thank you very much for your reply, Robi5580. 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.

Hello,

the casino has finally verified and paid out.

The complaint can therefore be closed.

Thank you anyway

Hallo,

das Casino hat endlich verifiziert und auch ausgezahlt.

Die Beschwerde kann also geschlossen werden.

Danke trotzdem

Dear Robi5580,

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,

Kristina

Casino.Guru