Mr Bet Casino - A retirada do jogador está atrasada.

I deposited money, then received the bonuses and free spins, multiplied them so that they could be paid out, and now when it comes to withdrawing, there seem to be problems with the verification.

They need a photo of an old credit card used to deposit money three years ago. This credit card has already expired and is no longer valid, so support told me to provide an old statement showing my name and the first and last credit card numbers. I did this, but the submission was rejected again.

The support then told me to upload a selfie and a screenshot, but there is NO way to upload this anywhere.

It's just getting delayed longer and longer so that Mr Bet doesn't pay out!!

Ich habe Geld einbezahlt, danach die Bonis und Freispiele bekommen, diese vervielfacht, so dass sie ausbezahlt werden dürfen und nun bei der Auszahlung gibt es anscheinend Probleme bei der Verifizierung.

Sie benötigen ein Foto einer alten Kreditkarte mit welcher vor 3 Jahren Geld einbezahlt wurde. Diese Kreditkarte ist bereits abgelaufen und veraltet, daraufhin meinte der Support, dass ich eine alte Abrechnung bringen soll, auf der mein Name und die ersten und letzten Zahlen der Kreditkarte ersichtlich sind. Dies hab ich gemacht, die Einreichung wurde jedoch wieder abgelehnt.

Daraufhin meinte der Support ich soll ein Selfie und einen Screenshot hochladen, jedoch gibt es KEINE Möglichkeit dies irgendwo hochzuladen.

Es wird einfach immer länger verzögert, damit es nicht zu einer Auszahlung kommt seitens Mr Bet!!

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Hello,

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 take KYC lightly.

• When exactly did you submit the last of the documents the casino requested?
• Could you please share the communication of your discussion on the issue with casino support? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Dear vnss,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru