Mobilebet Casino - プレイヤーの出金が遅れ、アカウント書類が拒否されました。

Hello

My withdrawal of 2269€ was put on hold without any notification, after contacting live chat support which is usually almost unreachable, I was told that I have to send them proof of address for verification. I uploaded bill and they rejected it, when asked for a reason they could not provide it. After rejection I got mail requesting from me bill and selfie. I uploaded both documents ( this time statement from bank ). Both got rejected without any reason after 4 days.

This is my first time withdrawal there and it looks this casino behave very sketchy. They got all documents but simply don't want to pay it looks like.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Mobilebet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your player's account accessible to you? Can you log in?
• Did you achieve your current balance with the help of a bonus?
• Have you attempted to upload new documents again after they were rejected?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at [email protected], or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello Tomas,

Is your player's account accessible to you? Can you log in?

Yes

Did you achieve your current balance with the help of a bonus?

No

Have you attempted to upload new documents again after they were rejected?

Yes and for example I uploaded 1st bill with my address, they reject it but couldn't provide any reason why and then I uploaded bank statement which they reject also.

This is hilarious because live chat support was telling it was rejected because PDF file is required and from the mail I got they clearly stated that PDF documents won't be accepted. From my perspective they just don't want to verify my profile.

Could you please share with me your communication with the casino regarding the issue, including the email the casino supposedly sent you after they rejected your documents? Send emails or chat transcripts to my email at [email protected], or post screenshots here

Unfortunately the chat transcripts did not save but I sent you that email

Dear tmrmap

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Karla ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello tmrmap,

My name is Karla and I will be assisting you with your case, I hope we can work together toward a clear and fair resolution.

To keep the process fully transparent, I would kindly like to ask you to send me copies of the documents you submitted to the casino (proof of address, bank statement, and selfie). You may upload them directly here in the thread or, if you prefer, email them to me at [email protected]. This will help me compare what was submitted with the casino’s feedback and ensure we review the situation accurately.

Dear Mobilebet Casino Team,

To ensure fairness and to help us understand the case properly, I would kindly ask you to provide the following:

1. The exact reason(s) why each submitted document was rejected.
2. Any internal evidence, such as system notes, automated rejection messages, or screenshots confirming the issue.
3. Clarification of the required document type or format, so we can guide the player correctly moving forward.

Please rest assured that any information you provide will remain private and will not be shared publicly.

Thank you very much in advance for your cooperation. I look forward to your reply so we can continue resolving this matter efficiently.

Kind regards,

Karla

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello tmrmap,

I hope you are doing well.

Before we proceed further, I would kindly like to ask whether anything has changed on your side during this time. Has the casino contacted you, reviewed any of your documents, or accepted anything you submitted?

Or does the casino continue to reject your documents without giving any clear explanation, as before?

Any update from your end—no matter how small—will help me better understand the current situation and decide on the next steps in your case.

Thank you very much in advance for your cooperation.

Hello,

No update at all, I made an internal complain and they just sent me same copy&paste formula with requirements as they did before, no detailed explanations, just prompt response...

Their customer care is awful, I think they really do it on purpose.

Dear Mobilebet Casino Team,

We kindly ask you once again to provide your response to this complaint.

At this stage, we have not received any clarification regarding the repeated document rejections, nor any explanation that would help us understand the verification issues described by the player.

Please note that if you do not reply within the given time frame, we will have no choice but to close this complaint as "unresolved", which may negatively impact your casino’s rating on our website.

We would greatly appreciate your cooperation so we can continue handling this case fairly and transparently for both sides.

Thank you in advance for your prompt reaction.