Mr Bet Casino - Spilleren kæmper for at bekræfte.

The verification is constantly rejected by flimsy arguments. Only the account verification (deposit into the bank account) was still open and then set to OK. Suddenly the confirmation of residence was open again. After uploading the relevant document, the rejection came immediately and now the message: "You have reached the maximum number of verification attempts" and now the verification is completely blocked and the contact online 24/7 is no longer possible or the button for contacting Mr Bet is no longer available.

Die Verifizierung wird ständig durch fadenscheinige Argumente abgelehnt.Es war nur noch die Kontoverifizierung (Einzahlung Bankkonto) offen und dann auf OK gesetzt.Plötzlich war die Wohnortbestätigung wieder offen.Nach hochladen des entsprechenden Dokuments kam sofort die Ablehnung und nun die Meldung:" Sie haben die maximale Anzahl der Verifizierungsversuche erreicht" und nun komplett die Verifizierung gesperrt und auch der Kontakt online 24/7 nicht mehr möglich bzw der Button für den Kontakt zu Mr Bet nicht mehr vorhanden.

Dear mitru,

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

Do I understand correctly, the proof of address document is now the only obstacle in verifying your account in the casino? Could you advise if the document was in your name and if the address on the document is visible? Were you able to contact casino support via support@mr.bet ? What was their response?

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,

Tomas

The document (Internet/TV bill from November 22) is very easy to read, with the exact place of residence and of course with my name. Only the bank account was still open in the verification and was now set to "completed" (after sending the account statement with the Transfer to Mr Bet). Immediately afterwards, the place of residence was suddenly open again for confirmation (3 or 4 valid (according to their definition) documents had already been sent here. Support was contacted by email, the answer was that I should be patient and the documents However, the system still says "Rejected and max. number of verification attempts reached".FYI, I deposited around €1,200 in the last 2 weeks and currently have a balance of €3,000 to pay out

Das Dokument (Internet/TV Rechnung von November 22) ist sehr gut lesbar,mit der genauen Wohnortangabe und natürlich mit meinem Namen.Es war nur noch das Bankkonto offen in der Verifizierung und nun auf "erledigt" gestellt (nach Übermittlung des Kontoauszugs mit der Überweisung an Mr Bet).Sofort danach plötzlich wieder der Wohnort zur Bestätigung offen (hier wurden vorher auch schon 3 oder 4 gültige (laut deren Definition) Dokumente übermittelt .Support wurde per Mail kontaktiert, Antwort war , das ich Geduld haben soll und die Unterlagen geprüft werden.Im System steht aber weiterhin "Abgelehnt und max. Anzahl der Verifizierungsversuche erreicht". Zur Info, habe rund 1.200€ in den letzten 2 Wochen eingezahlt und stehe dzt bei 3.000€ Guthaben zur Auszahlung

Thanks, mitru, for your reply. Could you explain when exactly you submitted the last document for verification?

21.12.2022 approx. 08.30 AM

21.12.2022 ca. 08.30 AM

If you have received a confirmation from casino support that they are working to verify your document, let's give them some time to process your request.

If there is no change in the status of your verification in 7 days we'll intervene on your behalf and contact the casino. Let's stay positive and wait for the news.

Ok, thanks Tomas!

Ok, danke Tomas!

Verification of place of residence was again denied on the grounds that the photo was illegible.

In the course of the verification I have already sent the following documents, in which the place of residence is clearly confirmed:

- Official residence registration form

- Bank statement (currently from 11/22)

-Account Agreement

-Pay slip (11/22)

-Bill TV/Internet 11/22

To make matters worse, Mr Bet delays the whole thing so I can keep playing with the bankroll and then gets down to zero bankroll to avoid a payout. Unfortunately, I made this "mistake", but now I have a credit balance of €6,400! Mr Bet will now try even more to delay verification or to prevent it at all.

Incidentally, I have never had a problem verifying the existing documents at other online casinos (Mr Green etc..).

Die Verifizierung des Wohnorts wurde abermals abgelehnt mit der Begründung, das Foto wäre nicht lesbar.

Im Verlauf der Verifizierung wurden von mir folgende Dokumente bereits übermittelt, in denen eindeutig der Wohnort bestätigt wird:

-Amtlicher Wohnortmeldezettel

-Kontoauszug (aktuell von 11/22)

-Kontovertrag

-Lohnzettel (11/22)

-Rechnung TV/Internet 11/22

Erschwerend kommt nun hinzu, dass Mr Bet das ganze hinaus zögert, damit ich mit dem Guthaben weiter spiele, und dann auf null Guthaben komme, um einer Auszahlung zu entgehen. Leider hab ich diesen "Fehler" begangen, stehe nun jedoch bei einem Guthaben von 6.400€! Mr Bet wird nun noch eher versuchen, eine Verifizierung hinaus zu zögern oder überhaupt zu verhindern.

Ich hatte im übrigen noch nie ein Problem, mit den vorhandenen Dokumenten bei anderen Online Casinos verifizieren zu lassen (Mr Green etc..).

I had now submitted a bank statement again, after 1 minute the message "Your documents are being checked" came up. 5 minutes later this message according to the screenshot "Verification completed", but still no confirmation by mail. I'll try a payout.

ich hatte nun abermals einen Kontoauszug eingereicht, nach 1 Minute kam die Meldung "Ihre Dokumente werden überprüft".5 Minuten später diese Meldung laut Screenshot "Verifizierung abgeschlossen ", jedoch noch keine Bestätigung per Mail.Ich werde mal eine Auszahlung versuchen .

Update: The information "Verification rejected" came by email from support. In the app, when you click on verification, it still says "Status: Verification completed" and all items are marked with OK. And also the note: "Well done, you have been successfully verified!".

The payment has not yet been processed either. How should I proceed???

Update: Per Mail vom Support kam die Information "Verifizierung abgelehnt".In der App, wenn man die Verifikation anklickt, steht weiterhin "Status: Verifizierung abgeschlossen " und alle Positionen sind mit OK markiert. Und zusätzlich der Hinweis:" Gut gemacht, Sie wurden erfolgreich verifiziert!".

Die Auszahlung ist ebenso noch nicht bearbeitet. Wie soll ich weiter vorgehen???

After 4 days, the verification status was set to red again (proof of residence). I just don't know what to do anymore! The pending payment was also canceled again.

Nach 4 Tagen wurde nun der Verifizierungsstatus wieder auf rot gesetzt (Wohnsitznachweis).Ich weiß nun einfach nicht mehr weiter!Die anstehende Auszahlung wurde ebenfalls wieder storniert.

Thank you very much, mitru, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Thank you, you feel powerless now.

Danke,man kommt sich mittlerweile machtlos vor.

Hi mitru,

I've just reviewed your case and am sorry to hear about your struggles with verification. I will try to help you by contacting the casino.

Dear Mr Bet Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you provide any specific reason why the player has been experiencing problems with the verification?

I'm looking forward to hearing from you.

Kind regards,

Natalia

Dear mitru,

The last document that the user uploaded on 12/29/2022 as a confirmation of the address of residence does not have a seal. This is the official reason why the document was rejected because it was not stamped.

We kindly ask you to upload a document no older than 3 months, which will confirm your actual address of residence specified during registration. The easiest way to verify your residential address is to provide a current bank statement showing the address details.

After you upload the documents, we kindly ask you to wait until the responsible department checks them.

Best regards,

Mr.Bet Casino team

A current account statement with the address on it has already been sent twice (!)!!

Es wurde bereits zweimal (!) ein aktueller Kontoauszug mit der Adresse darauf übermittelt!!

A document for verification of place of residence will now be sent for the 7th time!!

Es wird nun zum 7.mal ein Dokument zur Wohnortverifizierung ūbermittelt werden!!

Dear mitru, thanks for the information.

Dear Mr.Bet Casino team, can you please confirm now that the documents were received?

Dear Natalia,

We confirm that user's account is now completely verified. User has a new withdrawal request in "Pending" status. His request will be processed within 48 hours after creation. 

Best regards,

Mr.Bet Casino team

The user account has been fully verified, however, Mr Bet refuses to process the payout!

Documents to confirm my bank account for a bank transfer are now being requested again, which have long since been sent and verified!!

Das Benutzerkonto wurde vollständig verifiziert, jedoch weigert sich Mr Bet die Auszahlung durchzuführen!

Es werden nun wieder Dokumente zur Bestaetigung meines Bankkontos für eine Banküberweisung verlangt, die schon längst übermittelt und verifiziert wurden!!

My bank account has been verified. I have now requested a payment. Mr Bet will now start the verification process again!! The payment was requested via a bank transfer!

Which documents??

Mein Bankkonto wurde verifiziert. Nun wurde von mir eine Auszahlung beantragt. Mr Bet startet nun den Verifizierungsprozess wieder von neuem!! Die Auszahlung wurde über eine Banküberweisung beantragt!

Welche Dokumente??

Update: The user account was fully verified by Mr Bet and I then requested a withdrawal. The withdrawal of €2,800 was requested via bank transfer. Now Mrbet is asking for a verification of the "payment method" again!! My bank card (front and back) has now been sent. Why verify again when my bank account has already been verified and the payout is made by bank transfer??

Update: Das Benutzerkonto wurde vollständig von Mr Bet verifiziert und danach habe ich eine Auszahlung beantragt.Die Auszahlung in der Höhe von 2.800€ wurde per Bankanweisung beantragt.Nun verlangt Mrbet abermals eine Verifizierung der "Zahlungsmethode"!! Es wurde nun meine Bankkarte (Vorder. -und Rückseite) übermittelt.Warum nochmals eine Verifizierung, wenn mein Bankkonto bereits verifiziert wurde und die Auszahlung per Banküberweisung getätigt wird??

Dear mitru, thank you for keeping us updated.

Dear Mr.Bet Casino team, the player has been experiencing problems with the verification of his payment method again. Would you please take a look at this and check why it's being delayed again?

I'm looking forward to hearing from you!

Regards,

Natalia

Dear All,

The user has successfully passed verification. But unfortunately, his withdrawal of funds was rejected because there is less money on the balance sheet than indicated in the application.

Best regards,

Mr.Bet Casino team

Dear Mr.Bet Casino team, could you please specify if you mean that the player gambled away his money while waiting for the withdrawal request to be processed?

Hello Natalia,

The user played his funds during verification. Now his balance is insufficient for making a withdrawal request. 

Best regards,

Mr.Bet Casino team

Thank you, Mr.Bet Casino team.

Dear mitru, can you please confirm that you didn't wait till the verification is completed and played your funds? I'm afraid that in this case, we cannot do anything if you gambled your balance away on your own will.

Dear mitru,

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.