Mr Bet Casino - O jogador está com dificuldades para verificar sua conta.

Dear iliyanaAtanasowa, 

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 and it might take a few working days to complete this thorough process. 

Could you please advise if you provided the documents the casino requested from you on time and in the correct format? Please keep in mind that the photographs of printed documents have to contain all 4 corners of the paper.

Could you kindly specify when was the last time you submitted your documents for verification? Have any of them been approved?

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, 

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

From 14.12.2024 I ask docomets every day and yesterday I sent with PDF file the same docomets that I send almost every day and the answer is the same: 2.3 days I wait from 14.12.2024, how long do I have to wait………

Ab dem 14.12.2024 frage ich jeden Tag Docomets und gestern habe ich mit PDF-Datei die gleichen Docomets gesendet, die ich fast jeden Tag versende, und die Antwort ist dieselbe: 2,3 Tage warte ich ab 14.12.2024, wie lange muss ich noch warten………

I wrote 100 times that I am on maternity leave, I presented our documents, they do not want an employment contract, but I am on maternity leave, I sent them the documents but they do not recognize it

Ich habe 100 Mal geschrieben, dass ich im Mutterschaftsurlaub bin, ich habe unsere Dokumente vorgelegt, sie wollen keinen Arbeitsvertrag, aber ich bin im Mutterschaftsurlaub, ich habe ihnen die Dokumente geschickt, aber sie erkennen es nicht an

Have you worked before you went on maternity leave? Is it possible to provide the casino with your most recent work contract?

I sent them a document from the company that I have been on maternity leave for 2 years, but they require a contract and I don't have one, and it is not older than 3 months

Ich habe ihnen ein Dokument der Firma geschickt, dass ich seit 2 Jahren im Mutterschaftsurlaub bin, aber sie verlangen einen Vertrag und ich habe keinen, und dieser ist nicht älter als 3 Monate

And if I am not legally in Austria, how will I give birth in Austria and how will I get maternity leave from Austria? For me everything is fine and Bulgaria is in the European Union

Und wenn ich nicht legal in Österreich bin, wie werde ich in Österreich gebären und wie bekomme ich Mutterschaftsurlaub aus Österreich? Für mich ist alles in Ordnung und Bulgarien ist in der Europäischen Union

Would it be possible to request an official confirmation from your company that you are still employed there?

Dear iliyanaAtanasowa,

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.

The player can reopen this complaint at any time.