Mr Bet Casino - アカウント審査のため、プレイヤーの引き出しが遅れています。

On December 1st, I won €30,000 at Mr Bet and uploaded all my documents for verification three days prior. Since I need to update my address on my account, I've been getting only reassurances from support for over two weeks. I have uploaded documents multiple times, some of which have been rejected two or three times. My account has been under review for 10 days now, and the status hasn't changed. The support is friendly but mentioned that my account was subjected to a thorough review due to the address change. I'm very patient, but the support team can't even give me an approximate time frame for when I will receive my payout.

Ich habe am 01.12 bei Mr Bet 30.000€ Euro gewonnen und habe bereits drei Tage zuvor alle meine Dokumente zur Verifizierung hochgeladen. Da bei meinem Account auch eine Adressänderung vorgenommen werden muss werde ich seit über zwei Wochen nur vom Support getröstet. Ich habe mehrmals Dokumente hochgeladen die auch zwei, drei mal abgelehnt wurden. Seit jetzt mittlerweile 10 Tagen wird mein Konto überprüft und am Status hat sich nichts geändert. Support ist zwar freundlich, heißt jedoch durch meine Adressänderung wurde eine genaue Überprüfung meines Kontos veranlasst. Ich bin wirklich geduldig aber der Support kann mir nicht mal ungefähr sagen wielange es dauert bis ich meine Auszahlung erhalte.

Dear Mimi1710,

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 take KYC lightly.

• Could you please list which documents you have already provided for verification and when exactly did you send the last one of the documents?
• Was your previous address verified?
• When did you inform the casino of a change in your address?

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.