Mr Bet Casino - Výběr hráče je zpožděn kvůli problémům s ověřením.

I am writing to formally express my dissatisfaction with the verification process for proof of residency at Mr Bet

On multiple occasions, I have submitted the required documents, but each time, I have been informed that my documents were rejected. The specific documents I submitted include Utilities bill (wifi), bank statements, phone bill (e bill) birth certificate along with parents ID and utilities bill because in my situation I don’t rent or own a house nor would I have a utility bill I’m just staying with a parent atm and numerous other documents

Each time, I was advised that I would receive a response within 48 hours, only to find that my documents were not accepted without a clear explanation as to why. Additionally, when I reached out to customer service for clarification, I received repetitive responses that did not address my specific questions or concerns.

This lack of communication and clarity is frustrating, and it has made the verification process unnecessarily difficult. I kindly request that you look into this matter and provide me with a clear explanation of what is required for my proof of residency to be accepted. 

I appreciate your attention to this issue and look forward to your prompt response.

Sincerely,

rraenelle

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Hello rraenelle,

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

My driving license and selfie we’re approved, this verification process Has been on going since before the 31st of October. I contacted them late last night regarding the situation and my frustration they have the same response every time " the verification process will be done once I send in the list of documents required and I have but nothing is accepted

proof of residency is not approved

I was asked to provide additional documents that I had already submitted. This back-and-forth was not only time-consuming but also incredibly frustrating. It felt like I was stuck in a never-ending loop of resubmitting the same information.

-Bank statements- rejected

-Wifi bill- rejected

-E bill/ phone bill- rejected

-Pay stub- rejected

now because I don’t rent nor do I own a home ( staying with parent) they asked me to provide my birth certificate with parents name their utilities bill and ID - rejected. I contacted them yesterday regarding another rejection I told them I only realized now that my parent ID has not been updated to the current address for whatever reason she had her previous address still on her ID, they’ve asked me to resubmit the requested documents I will not know if it’s acceptable or not for 48 hours , i highly doubt itll be good enough

Hello rraenelle and thank you for all the information provided. I will now forward your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear rraenelle,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Mr Bet Casino representative to join this conversation.

Dear Mr Bet Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Dear Mirka,

The initial reason for the document request was to follow the standard KYC procedure, specifically to verify the user’s identity and proof of address. The user was asked to provide the required documents but initially uploaded an unsuitable document in a folded and unreadable format.

Later, when asked to confirm the proof of address, the user stated they live with their mother, and the proof of address is in her name. To resolve the issue, the user was advised to upload the following:

• A parent’s ID (driver's license, passport, or national ID);
• A utility bill in the parent's name;
• A birth certificate showing both the user’s name and the parent’s name.

The user then uploaded a birth certificate, but the document provided was unsuitable as it did not contain any information linking the user to it.

My birth certificate was stored and folded but clearly has my last name first name and middle name CLEARLY printed on it , my driver's license is an exact match to my birth certificate, this is absolutely ridiculous because it was folded. You can clearly still see the information.

Id greatly appreciate it if I was able to to get my winnings it's almost been a month of this !

Dear rraenelle,

Could you please send me the mentioned submitted documents to miroslava.d@casino.guru to check, if there is any problem with them?

Thank you.

Dear rraenelle,

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 rraenelle,

I've received only your birth certificate. If you still haven't progressed in your verification process, please send me the other mentioned documents, to be able to compare the information.

Thank you.

Dear rraenelle,

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.