Mr Bet Casino - O processo de verificação do jogador está atrasado devido à mudança de endereço.

I've been stuck in the verification process for 2 weeks due to a change of address.

Ich stecke seit 2 Wochen im Verifizierungsprozess fest. Wegen einer Adress Änderung.

Dear Tratti78,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Mr Bet Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Have you uploaded the proof of your changed address to your profile as suggested by the casino in the email?

Could you kindly advise when exactly you uploaded the proof of your new address to the casino profile?

When was the last time you communicated with customer support regarding this issue?

I hope we will be able to help you resolve this matter as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

On March 1st, I sent you another official registration form to accompany the bank statement I had previously sent. I am in daily contact with support.

Am ersten März habe ich Ihnen noch einmal einen Offiziellen Meldezettel zu meinem vorher schon gesendeten Bankauszug gesendet. Ich stehe mit dem Support täglich im Kontakt.

Has the casino approved the additional document you sent them on March 1?

The document is still in progress

Screenshot from March 11th at 8am

Das Dokument ist immer noch in Bearbeitung

Screenshot vom 11. März um 8 Uhr

Thank you very much, Tratti78, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Tratti78,

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,

Could you kindly furnish further details regarding the delay in reviewing the player's new documents? When can we expect the additional documents to be verified and the withdrawal process to commence?

Dear Michal,

In accordance with our terms and conditions (3.1.3), users must provide accurate information, including identity, address, and contact details. We acknowledge the user's request to change personal information under GDPR data protection policy.

Such requests are treated seriously and can take up to 28 days. We recommend users to request data changes before verification to avoid delays. We have escalated the user's request to our appropriate department for expedited processing.

Thank you for your understanding.

Thank you for the update, Mr Bet Casino.

Dear Tratti78,

As per the regulations outlined in the casino's terms and conditions (3.1.3), it is imperative for users to furnish precise and up-to-date details, encompassing identity, address, and contact information. It is advisable to request any alterations to this data prior to the verification process to mitigate any potential delays. Unfortunately, we must presently await the casino team's update and verification of your amended documents. Your patience in this matter is greatly appreciated.

Now 5 weeks into the verification process. The responsible department has been busy reviewing this document for 28 days now.

I think hut players on Mallorca are more serious.

Nun schon die 5 Woche im Verifizierungs Prozess. Die zuständige Abteilung ist nun schon seit 28 Tagen beschäftigt das eine Dokument zu begutachten.

Ich glaube Hüttchenspieler auf Mallorca sind seriöser.

What a surprise; document rejected after 28 days.

Was für eine Überraschung; Dokument nach 28 Tagen abgelehnt.

Dear Mr Bet Casino,

Could you please offer additional details regarding the rejection of the player's documents? Furthermore, what alternative options are available for the player to verify their address for the KYC process?

My account is now verified and half of the payout is in my account. For me, this case is positively resolved because I assume that the other half will be transferred soon.

Mein Account ist jetzt verifiziert, und die Hälfte der Auszahlung auf meinem Konto. Für mich ist dieser Fall positiv erledigt , denn ich gehe davon aus das die andere Hälfte auch bald überwiesen wird.

Dear Tratti78,

I'm glad you have successfully passed the verification and your withdrawals are being paid out. I will wait a few days until you receive all your winnings. I'm confident that everything will proceed as expected, and you'll soon have all the funds in your possession. Please inform me once you've received everything so that I can mark your complaint as resolved.

I received everything yesterday, thank you very much.

Gestern habe ich alles erhalten, vielen Dank.

Great news, Tratti78. I'm glad to hear that you successfully received all your winnings.

As the complainant confirmed that the situation has been resolved and they have received the funds, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino Guru