Mr Bet Casino - Il giocatore fatica a ritirare i suoi soldi.

Good day!

I hope that you can help me further.

I already applied for a payout of around €1000 about 3 weeks ago.

Then I got into a verification process that is more than opaque. So I kept playing and the amount grew to €2069. And now the same thing again with the payout I just can't get through the verification. Once the card is illegible and the next time the residential address that was actually already verified is not correct.

I don't know how to solve the problem.

So I turn to you with hope.

LG Dandler

Guten Tag!

Ich hoffe das Sie mir weiter helfen können.

Ich habe bereits vor ca 3 Wochen eine Auszahlung von c.a 1000€ beantragt.

Daraufhin kam ich in einen Verifizierungsprozess der mehr als undurchsichtig ist. Also habe ich weiter gespielt und der Betrag ist auf 2069€ angewachsen. Und jetzt bei der Auszahlung wieder das gleiche Ich komme einfach nicht durch die Verifizierung. Einmal ist die Karte unleserlich und beim nächsten mal stimmt aufeinmal die Wohnadresse nicht die eigentlich schon Verifiziert war.

Ich weiß nicht wie ich das Problem lösen soll.

Deswegen wende ich mich hoffnungsvoll an Sie.

LG Dandler

Hello dandler1996,

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

Thank you for your quick response!

The verification has been running since March 2nd, 2023

But I keep getting the message that my payment method (card) does not meet their security requirements.

Everything else is apparently verified.

The last time I had contact with customer service was yesterday, but only automated answers came back.

Danke für die schnelle Antwort!

Die Verifikation läuft seit 02.03.2023

Doch ich bekomme immer wieder die Rückmeldung das meine Zahlungs Methode (Karte) nicht ihren Sicherheitsanforderungen entspricht.

Alles andere ist anscheinend verifiziert.

Kontakt mit dem Kundenservice hatte ich zuletzt gestern doch da kommen immer nur automatisierte antworten zurück.

Thank you dandler1996 for all the information provided. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you dandler1996 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Mr Bet Casino for their help in resolving this complaint. We would like to know why is this verification process taking as long as it is and if we can do anything to help make it quicker.

Thank you!

Good day

After I have already sent bank statements, pictures of the card from the front and back and screenshots of my online banking as requested to verify my payment method, a bank document is now required that confirms that my card was issued in my name. What is that supposed to be ?

I see this as a pure delay tactic!

I am attaching a picture of the claim.

Guten Tag

Nach dem das ich jetzt bereits zur Verifizierung meiner Zahlungsmethode Kontoauszüge, Bilder der Karte von vorne und hinten und Screenshots meines Onlinebankings wie aufgefordert gesendet habe wird jetzt ein Bankdokument gefordert das bestätigt das meine Karte auf meinen Namen ausgestellt wurde. Was soll das sein ?

Ich empfinde das als reine Verzögerung Taktikt !

Anbei sende ich ein Bild der Forderung.

Dear dandler1996,

According to the information that we received from the responsible department, you must upload a bank statement that will prove that the card details **6647 belong to you. The bank statement must show the name of the account holder.

We see that on 03/30/2023 you re-uploaded the documents. Unfortunately, we do not have access to your documents that you uploaded, so we need to wait for a comment from the security department, they will check the documents and if you uploaded a correct bank statement this time, they will be accepted.

Best regards,

Mr.Bet Casino team

Good evening

After about 3 attempts to verify my bank statement, it finally worked yesterday. But the joy only lasted for a short time now it's the card again that seems to be causing problems - it was actually already verified

Pictures attached

LG D***

Guten Abend

Nach c.a 3 versuchen meinen Kontoauszug zu verifizieren hat es wohl gestern endlich geklappt. Doch die Freude hielt nur Kurz jetzt ist es wieder die Karte die anscheinend Probleme macht sie eigentlich schon verifiziert war

Bilder im Anhang

LG D***

Good morning

Now the same again they ask for a bank document proving that my card was issued to me even though I sent my bank statements where the same Iban is stated as on the card.

LG Dandler

Guten Morgen

Jetzt wieder das gleiche sie fordern wieder ein Bankdokument das beweist das meine Karte auf mich ausgestellt wurde obwohl ich meine Kontoauszüge gesendet habe wo der gleiche Iban angegeben ist wie auf der Karte.

LG Dandler

Dear Peter,

The reason for the refusal to verify is that the user uploaded a card without a name, a screenshot without full card details and an inappropriate statement.

We kindly ask dandler1996 to upload the correct documents for verification.

Best regards,

Mr.Bet Casino team

Good day

An inappropriate statement?

On the front of my card is only the card number and on the back my name, so I uploaded a photo of the front and back each time.

Guten Tag

Eine unangemessene Aussage?

Auf der Front meiner Karte steht nur die Kartennummer und auf der Rückseite mein Name deshalb habe ich jedes mal ein Foto von vorne und hinten Hochgeladen.

dandler1996 could you please share with me the pictures you have sent to the casino, I want to review if it's truly without full card details, please send it to my email peter.c@casino.guru.

Thank you!

Dear dandler1996,

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.