Mr Bit Casino BG - A retirada do jogador está atrasada devido à verificação prolongada da conta.

Hello,

I'm having issues with withdrawing from mrbit.bg

Five days ago, I requested a withdrawal and sent all the requested documents, but my account still isn't verified. I cancelled the withdrawal and now I can neither request a withdrawal nor get anyone to tell me when the document checking will be finished. When I connect with support, they tell me that my account is under a security inspection and they have no idea how long this will take. It's already been 5 days, and they haven't asked for any additional documents, but my account is still under review and I can't initiate a withdrawal. Nowhere in the rules does it state that such an inspection exists and how long it lasts; it simply states that documents are checked within 24 hours.

I'm at a loss for what’s happening and what I can do, as the wait has already been excessive.

Regards

Здравейте,

Имам проблем с тегленето от mrbit.bg

Преди 5 дни заявих телене, изпратих всичко, което поискаха като документи от мен и до сега акаунта ми не е верифициран. Кенсалирах тегленето и сега нито мога да заявя теглене, нито някой може да ми каже кога ще приключи проверката на моите документи. Като се свързвам със съпорта те ми казват, че акаунта ми подлежи на проверка на сигурността и не знаят до кога ще трае тази проверка. Вече минаха 5 дни, никакви допълнителни документи не са ми искали, но акаунта ми още се проверява и не мога да заявя теглене. В правилата никъде не пише, че има такава проверка и колко трае тя, пише че документи се проверяват до 24 часа.

Не знам какво става и какво мога да направя, а чакам вече прекалено дълго

Поздрави

Hello Taktik123,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Mr Bit Casino BG. 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

Hello, I don't know which documents are approved. I sent a picture of the ID card, a selfie with my ID card, I also put pictures of my 2 cards from which I made a deposit. I received an email that my documents have been accepted. Support said these emails are automatic. The last response from the casino was yesterday via email that my account is being checked by the security department. This is what I get as a response and asking in chat.

I canceled the withdrawal, now I want to claim another good amount, but I can't, it says that this option is not available at the moment. I can't even do that while I'm waiting for approval. In the rules, it doesn't say 14 days anywhere, and for this check, it says up to 24 hours. I think 5 days is enough to check my documents and if they want additional things to write. My documents are fine, I have no problem with them anywhere else in online casinos.

Здравейте, не знам кои документи са одобрени. Изпратих снимка на личната карта, селфи с личната ми карта, сложих и снимки на 2те ми карти, от които съм направила депозит. Получих мейл, че документите ми са приети. Съпортът каза, че тези мейли са автоматични. Последният отговор от казиното е вчера по мейл, че акаунта ми се проверява от отдела за сигурност. Това получавам като отговор и като попитам в чата.

Отмених тегленето, сега искам да заявя друго на добра сума, но не мога, пише че в момента тази опция не е налична. Дори и това не мога да направя, докато чакам одобрение. В правилата никъде не пише 14 дена и за тази проверка, пише до 24 часа. Мисля, че 5 дена са достатъчно, за да се проверят документите ми и ако искат допълнителни неща да пишат. Документите ми са изрядни, с тях нямам никъде другаде в онлайн казината проблем.

Hello again

I was contacted by the casino late this afternoon about video validation. I can now and have requested a withdrawal. I'm waiting for them to process it

Greetings

Здравейте отново

Днес късния следобед се свързаха с мен от казиното за видео валидация. В момента вече мога и заявих теглене. Чакам да го обработят

Поздрави

Hello Taktik123,

Glad to hear the great news. Please let us know within a week if the money arrives to you or in case of any update.

Dear Taktik123,

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.

Everything is fine

Всичко е наред

Dear Taktik123,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Casino.Guru