Mr Bet Casino - O jogador está lutando para concluir a verificação da conta.

Hello! I have been trying to pass my verification process for more than 1 month to be able to withdraw my money and they do not ask me to verify the webpay payment method and I have already sent the same certificate that the bank provided me and still the error continues.

Hola! Tengo mas de 1mes tratando de pasar mi proceso de verificación para poder retirar mi dinero y nada me piden verificar el método de pago webpay y ya envié el mismo certificado que me proporcionó el banco y aun así sigue el error.

Dear Zaimar15,

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 verifying the payment method seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hello! Petronela yes, that's right, the only error I have at this time is the webpay payment receipt. All others who have asked me have already been successfully verified by the mr beat security team.

Hola! Petronela si, así es el unico error que tengo en este momento es el del comprobante de pago webpay. Todos los demás que me han pedido ya fueron verificados satisfactoriamente por el equipo de seguridad mr beat.

I can attach the conversations I have with the Falabella bank where they have provided me with the certificates containing all the data that the mr beat casino asks me for: my name, my identity number, the transaction amount, the date and means of webpay payment. Likewise, I can attach a capture of my history in the casino where the day of the deposit appears and the amount in status (triumph) which is the word that the casino uses when it accepts a payment. I can also send a screenshot of my email where mr beat sends me the receipt where my transaction on the day and date that they ask to verify on the page was received successfully. The error that they indicate to me when uploading the document that they ask me to verify (is that I upload a better image) and I don't know what they mean by that if the one I am uploading is clearly visible, I hope they are more specific and can solve my case as soon as possible since we are fighting for 1,000,000 Chilean pesos. And it is not the first time that I withdraw there was already a payment but that time it was without any problem for 16,000 pesos and this time that I want to withdraw more is where I begin to have these inconveniences that cause discomfort. Nothing else to say about the casino.

Puedo adjuntar la conversaciones que tengo con el banco falabella donde me han proporcionado los certificados donde están todos los datos que me pide el casino mr beat mi nombre, mi numero de identidad, el monto de transacción, la fecha y medio de pago webpay . Así mismo puedo adjuntar capture de mi historial en el casino donde aparece el día del deposito y la cantidad en estado (triunfo) que es la palabra que utiliza el casino cuándo acepta un pago. También puedo enviar capture de pantalla de mi correo electrónico donde mr beat me envía el comprobante donde mi transacción del día y fecha que ellos piden verifique en la página fue recibida con éxito. El error que me indican ellos al subir el documento que piden verifique ( es que suba una mejor imagen) y no se a que se refieren con eso si la que estoy subiendo se ve claramente espero sean más específicos y puedan resolver mi caso lo antes posibles ya que estamos peleando por 1.000.000 de pesos chilenos. Y no es la primera vez que retiro ya hubo un pago pero esa vez fue sin ningún problema por 16.000 pesos y esta vez que quiero retirar mas es donde comienzo a tener estos inconvenientes que fran malestar. De resto nada más que decir del casino.

Thank you very much, Zaimar15, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Thanks petronella. I hope that Natalia contacts me as soon as possible and I hope that this can be solved without more delay than I have already had.

Gracias petronela. Espero que Natalia se contacte conmigo lo antes posible y deseo que esto se pueda solucionar sin mas retraso del que ya he tenido.

Hi Zaimar15,

I've just reviewed your case and am sorry to hear that you have to deal with such an issue. I'll try my best to help you by contacting the casino, and we'll see what can be done for you if the casino replies.

Dear Mr Bet Casino, I'd like to invite you to join this conversation and take part in the resolution of the player's complaint. Can you please share more information regarding the player's case? Are there any reasons for not verifying the payment method?

I'm looking forward to hearing from you!

Kind regards,

Natalia

Hello! Natalia thank you. Yes, I would really like to know what mr bet casino is referring to when they tell me to upload a better image of the payment method. Since the document that I have uploaded is a document generated by my bank where it contains all the information that they request.

My name

my identity number

The transaction date 7/07

The payment amount 12000

Payment method: web pay.

I need the casino to be more specific please. I will still attach an image of the payment receipt that I am uploading so that you can also see it. Thank you

Hola! Natalia gracias. Si, realmente quisiera saber a que se refiere el casino mr bet cuándo me indican que debo subir una mejor imagen del método de pago. Ya que el documento que he subido es un documento generado por mi banco donde contiene toda la información que ellos me solicitan

Mi nombre

Mi número de identidad

La fecha de transacción 7/07

El monto de pago 12000

Medio de pago: webpay.

Necesito que por favor rl casino sea más específicos. Igual te adjuntaré una imagen del comprobante de pago que estoy subiendo para que tu también lo veas. Gracias

Thank you for providing this information, Zaimar15. I hope that the casino will reply soon to your complaint and we'll figure out what was the matter.

Thank you Natalie

Gracias Natalia

Dear All,

Zaimar15 passed the verification today! Her account is completely verified and withdrawal request is now in status in process. That means that we sent the funds to the payment provider for further processing and transfer to the user's bank.

Best regards,

Mr.Bet Casino team

Hello! Yes, indeed today I received the email that my account is completely verified. And that my money is in the process of being transferred thanks to the guru casino and thanks to mr bet I will be able to use my money and continue playing.

Hola! Si, efectivamente el día de hoy me llegó el correo de que mi cuenta esta verificada por completo. Y que mi dinero está en proceso de ser transferido gracias al casino guru y gracias mr bet ya podré hacer uso de mi dinero y seguir jugando.

Dear Mr.Bet Casino team, thank you very much for the reply.

Dear Zaimar15, I'm very happy to hear that your verification process is completed successfully. I'll keep your complaint opened for a while so you can later confirm when you'll receive your withdrawal. Looking forward to hearing further good news from you.

Regards,

Natalia

Goodnight! Received the total payment by bank transfer thanks casino guru

Buenas noches! Recibido el total del pago mediante transferencia bancaria gracias casino guru

Dear Zaimar15, it's great news that your issue's got resolved!

I will close your complaint as resolved. Thank you very much for using our complaints resolution center, we appreciate your trust. Please, don't hesitate to contact us in case of any troubles with online casinos, but I hope that any problems like this will never happen to you again.

Regards,

Natalia