Mr Bet Casino - Il ritiro del giocatore è ritardato a causa di problemi di verifica.

Dear Team,

Several weeks ago, I registered at Mr.Bet Casino and started playing the slots.

Week before last, I won €4000 and wanted to make a withdrawal.

It's required to verify the account first. So far, so good.

I then started uploading my documents.

I keep getting notified that there's something wrong with my documents or am asked to upload an additional document.

Each time, I wait more than 48 hours for a response, even though it's stated that everything will be resolved within 24-48 hours.

I'm starting to feel cheated, and now my bank details are once again under review and pending.

I've uploaded my card and a transfer (a statement from online banking) showing a €50 transaction to the cinema.

It's really getting on my nerves; what can I do about this???

Best regards,

Hallo liebes Team,

ich habe mich vor ein paar Wochen bei Mr.Bet Casino angemeldet und angefangen Automaten zu spielen.

Vorletzte Woche hatte ich dann einen Gewinn von €4000,- erzielt und wollte auszahlen lassen.

Man muss das Konto zuerst verifizieren. Soweit, so gut.

Ich habe dann angefangen meine Dokumente hochzuladen.

Bekomme immer wieder den Aufruf, dass was mit meinen Dokumenten nicht stimmt oder werde zusätzlich aufgefordert wieder ein zusätzliches Dokument hochzuladen.

Jedes mal warte ich über 48 Stunden auf eine Antwort, obwohl angegeben wird, dass alles innerhalb von 24-48 Stunden erledigt wird.

Ich fühle mich langsam abgezockt und nun ist aktuell wieder die Prüfung meiner Bankdaten erforderlich und ausständig.

Habe meine Karte hochgeladen, eine Überweisung (Auszug vom Onlinebanking) in Höhe von 50€ an das Kino.

Es nervt mich langsam extrem, was kann ich hier tun???

Liebe Grüße

Hello Morphi94,

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

Hello Nick,

I started uploading my documents last Sunday, which is more than a week ago.

First my passport, electricity bill and official proof of identity. This should be fine. Unfortunately, the system's automatic check usually results in rejection. Then a bank statement with a transfer of €50 was requested, and my debit card with my name on the front and back. I've been waiting for this answer for 72 hours now. In total, it's now taken 8 days. Every time I upload something, I have to wait 2-3 days. They keep saying that the department responsible has so much work and I should be patient. It's getting annoying...

Best regards

Hallo Nick,

ich habe letzte Woche Sonntag, also sprich vor über einer Woche begonnen, meine Dokumente hochzuladen.

Zuerst meinen Pass, Stromrechnung und einen Amtsnachweis. Dies dürfte passen. Leider kommt meistens zuerst die Ablehnung durch die automatische Prüfung des Systems. Dann wurde ein Bankauszug mit Überweisung in Höhe von €50 gefordert und meine Bankomatkarte vorne- und hinten mit Namen. Auf diese Antwort warte ich mittlerweile seit 72 Stunden. Ingesamt sind wir bei einer Dauer von 8 Tagen mittlerweile. Jedes mal nach einem Upload 2-3 Tage Wartezeit. Es wird immer wieder gsagt, dass die zuständige Abteilung soviel Arbeit hat und ich mich gedulden soll. Es nervt langsam…

Liebe Grüße

Dear Morphi94,

I hope this message finds you well. As the recommended period for completing the verification process has now elapsed, I wanted to inquire if there have been any updates regarding your situation.

Could you please provide any new information or developments? This will help us determine the next steps and ensure that we assist you as effectively as possible.

Thank you for your attention to this matter. I look forward to your response.

Best regards,

Nick

Dear Morphi94,

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.