Mr Bet Casino – generel debat (side 28)

I definitely don't think you're wasting your time. It's actually a good thing that you came here and shared your experience.

If the casino does not pay you within 14 days, or does not verify your account by then, you can ask our Complaint Team to help you. We would look into the case and try to contact the casino to find out what is going on.

Of course, I can see that you haven't been waiting that long yet. But what I would really like to know, regarding the verification that you obviously need to complete before you can withdraw your money, is how the casino expects you to provide a higher-quality screenshot.

Because you are saying that when you upload it through the casino itself, the quality gets reduced.

I know that with some platforms, when you send a screenshot, photo, or any other image, the quality can be reduced. And if they won't accept you sending the document by email, which I honestly don't understand, because it's quite common for casinos to request documents by email, especially when there is a problem like the one you're describing, then I would consider filing a complaint if the issue cannot be resolved in any other way.

What do you think?

Hello. Today in my verification box, the lates screenshot that I have upload disappeared and they put me to resend it again without prior announcement of the past documents. Again 48 hours. I have noticed the Support agent that I will file a complaint via you - CasinoGuru and also to the Tobique Gaming Comission

What is more.. during a chat conversation they said:

"If documents should be sent via email, our team will explicitly inform you of this."

then another agent typed and said that documents via email will not work.

to me this looked very clear that they are against that. They offered me 5 options like restart device, change browser etc. i asked if I can send transaction list as pdf or just screenshot and they said screenshot.

a very interesting fact they ask about my deposit of 2060 RON made via Skrill and my Skrill currency is in euro so in the screenshot it appears the amount in EUR. I asked them if it is okay like this and they said they cannot promise me anything.

I will try to upload 2 photos at once but it is not going to work, I will try to merge 2 screenshots in one as a photo and if it is failed, I will submit a compaint via you guys because this is a technical error which they do not admit and they do not want to help and accept other merhod of seding the documentation.

I would say you are actually handling this quite well. From what you describe, you are clearly trying multiple ways to complete the verification process.

From the casino side, however, what I see is a lot of inconsistency. One agent tells you that sending documents via email is not possible, while another says they will explicitly inform you if email submission is required. That is contradictory and, from a player perspective, very confusing.

When you ask what exactly they need, whether a screenshot or PDF, and they basically respond that "anything is fine but not guaranteed," that is not a proper verification process. A casino should clearly define what format is required, within what timeframe, and through which channel. Otherwise, the player is left guessing.

Regarding the Skrill issue, where your deposit appears in EUR instead of RON in the screenshot, that is also something they should be able to clarify clearly instead of giving uncertain answers.

Overall, it looks like you are making a reasonable effort to comply, and if this still cannot be resolved or they continue rejecting your submissions without clear instructions, then opening a formal complaint would be the next logical step.

Thanks! I managed to submit the 2 screenshots that are required so this part is done. After a few minutes, it was rejected and said it need to be reuploaded. I asked my email what is the reason because a screenshot is a screenshot - we cannot blame quality. After their answer to this email, I will open a formal complaint with you and maybe with other entities.

Okay, I hope it gets resolved in a proper way and that the casino gives you a clear and useful explanation on what exactly needs to be reuploaded or corrected.

If it still doesn’t work out after their response, our team will be available to look into it further through a formal complaint.

I checked the documents today and a big surprise, instead of 2 documents there was only 1 in pending. On both mobile and laptop. No reply to my email even though it passed more than 48 hours.

and as everyone keep saying, everytime you need to upload the same document

Well, I can see you're still dealing with the same issue. At this point, I'm not really sure what else to recommend if the casino isn't willing to provide any additional explanation.

Some of your documents are being rejected, but you aren't being told why, and then they simply ask you to upload the same documents again. That's a very frustrating situation, and if the casino doesn't explain what the actual problem is, it's difficult for anyone to know what needs to be corrected.

As I mentioned before, I think filing a complaint was probably the best course of action at this stage, especially given everything you've described. Hopefully, our team will be able to get a clearer explanation from the casino than you've been able to receive so far.

Hello. Yes. I filled the compaint yesterday. Of course no answer until this moment - I mean from the casino.

not sure if to file one to the entity that grant them the license

Now as an update. I got an email that all my withdrawal requests have failed. But verification passed! Suprize! So I made another withdrawal request, VISA, under 2000 eur so that it will not cause issues. I selected 5000 ron which is 1000 eur and they split it automatically into 2x 2500 RON ones. And now I wait. I hope in 24 hours they will be transferred, but tomorrow it is weekend so, we will see. Last time it took less than 24 hours for the approval.

That's great news! Now that your account has been verified, hopefully it won't take much longer.

Of course, since the weekend is coming up, it's quite possible that the casino doesn't process withdrawals during that time. I'd appreciate it if you could keep me updated, and I hope your next update will be a positive one and that you'll receive your money as soon as possible.

At this point, I think all that's needed is a bit of patience, because there shouldn't be anything left preventing your withdrawal from being processed.

Jeg er hos Mrbet Casino. Angående min konto, har jeg sendt dem alle dokumenterne, og på trods af det komplicerer de min udbetaling. Det er det værste casino, jeg nogensinde har oplevet. De har verificeret mig i over en måned, og pengene, jeg vil hæve, venter på verifikation.

Hello, it seems you are currently facing some unexpected difficulties. Luckily you found this site and lodged a complaint as well. Smart choice, because even if it looks dire now from your perspective, we will investigate the outcome. Please be patient and keep us updated, as others have done before. Thanks.

Hello, I just want to add that you are welcome to lodge another complaint if the matter is not resolved. The rest I'm leaving to players, if you don't mind. Let's hope the money will be processed soon.

Was fully verified. I have a pending withdrawl that has been pending for 12 days! Live chat and email say I’m in a queue but I have withdrawn before with no issue.