Mr Bet Casino - 当該プレイヤーは出金が遅れていると考えています。

For the past week, my identity verification has been consistently rejected for various reasons. When I check in chat, one representative tells me it has been rejected while the next says it's under review, and so on.

I have never experienced anything like this before.

Here are a few excerpts to illustrate my point—I do not recommend this provider.

My money remains in my player account, likely in the hope that I'll gamble it away, but I won't. If necessary, I will take this to consumer protection.

Any suggestions for a solution?

Regards,

Seid einer Woche wird dauernd meine Identitätsprüfung abgelehnt mit verschiedensten Gründen bzw erhalten ich im Chat die Benachrichtigung es seie abgelehnt der nächste sagt es ist zur Überprüfung, usw

So etwas wie dort habe ich noch nie erlebt.

Dazu gerne kleine Auszüge ich empfehle diesen Anbieter nicht.

Dass Geld ist somit auch immer am Spielerkonto mit der Hoffnung man verspielt es ja, aber ich nicht und wenn ich zum konsumentenschutz gehen muss.

Irgendwelche Lösungsvorschläge

LG

Dear Playingerin,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Playingerin,

Have you received your withdrawal from the casino yet?

No, still not. Yesterday my verification was rejected again with a new ridiculous reason. I also did not receive the requested chat history from the last 14 days. The reason given was that you can go up in the history, but that is only possible for three days. I sent documents up again after the rejection.

I don't want to communicate with them in chat anymore because I feel like I'm being made fun of.

lg

Nein noch immer nicht, gestern wurde wieder mit einer neuen lächerlichen Begründung meine verifiezierung abgelehnt, auch denn angefragten chatt Verlauf von denn letzten 14 Tagen habe ich nicht Bekommen mit der Begründung man könne im Verlauf nach oben gehen, was aber nur drei Tage geht.habe nach der Ablehnung wieder Dokumente raufgesendet.

Ich möchte gar nicht mehr im chatt mit denen kommunizieren, da ich mich dabei veräppelt fühle.

LG

I hope for your help, because unfortunately I can't see myself out.

Ich hoffe auf ihre Hilfe, da ich mich leider nicht raussehe.

No, unfortunately still nothing. Yesterday rejected again with a new reason after five days, the requested chat history was not sent either. I uploaded documents yesterday after the rejection, but I won't go back to the chat history because it's pointless and there are always new unnecessary communications that lead to nothing. I hope for your help because I can't get out of it myself anymore.

lg

Nein leider noch immer Nichts. Gestern mit neuer Begründung wieder angelehnt nach fünf Tagen, angefragte Chatverlauf wurde auch nicht gesendet. Habe gestern nach Ablehnung Dokumente hochgeladen, aber werde im chatt Verlauf nicht mehr gehen da es sinnlos ist und immer wieder neue unnötige Kommunikationen sind die zu nichts führen. Ich hoffe auf ihre Hilfe da ich mich selber nicht mehr rausehe.

LG

A few screenshots from today.

Mal ein paar Screenshots von heute.

Yesterday I went to the authorities to apply for a new driver's license and passport. They told me that my driver's license was completely fine but that since the check card regulation is coming soon, it's no big deal. I sent them confirmation of this yesterday and still nothing. The whole thing cost me almost €200.

I am very angry now and they send more player advertisements every day with the hope of losing it, at least that's how it seems to me

War gestern auf der Behörde einen neuen Führerschein und Pass zu beantragen. Dort wurde mir erklärt dass mein Führerschein völlig in Ordnung sei aber da die Checkkarten Verordnung bei uns bald kommt es kein schaden sei, jetzt habe ich ihnen die Bestätigung gestern davon geschickt und es kommt wieder nichts, der Spass hatt mir jetzt fast 200€ gekostet.

Ich bin mittlerweile sehr sauer und sie schicken täglich mehr Spielerwerbung mit der Hoffnung es zu verspielen, zumindest wirkt es so auf mich

Hello Playingerin,

Let's wait a few days for the casino to check the new documents. If they wouldn't accept it anyway, we will try to intervene.

Please keep us updated.

Thank you, I will let you know as soon as it is rejected or hopefully accepted

Danke, ich gebe Bescheid sobald neu abgelehnt bzw doch hoffentlich mal akzeptiert

Rejected again with new driver's license

Wieder abgelehnt mit neuen Führerschein

After four days today the next rejection without reason, and again uploaded 🤦🏻‍♀️

Nach vier Tagen heute die nächste Ablehnung ohne Grund, und wieder neu hochgeladen 🤦🏻‍♀️

Thank you Playingerin for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thanks

Danke

After a month my withdrawal was apparently approved. I am now just waiting until the money is in my account and will let you know again as soon as the money is there, but the verification has finally been successful.

Nach einem Monat wurde anscheinend meine Auszahlung bewilligt ich warte jetzt nur noch bis das Geld am Konto ist gebe dann noch einmal Bescheid sobald das Geld drauf ist aber die Verifizierung ist endlich geglückt

Hello Playingerin,

I'm Michal, and I have taken over your complaint. I have reviewed your case and it looks like your withdrawal is set to be processed shortly. I look forward to your confirmation once you have received it successfully.

Thank you, I just saw that the money is finally up there.

It is questionable whether I will play in this casino again. I thank you for your help

Lg

Danke, habe soeben gesehen dass auch nun das Geld endlich oben ist.

Ob ich in diesem Casino noch einmal aktiv werde und spiele ist fraglich. Ich bedanke mich für ihre Hilfe

Lg

Great news, Playingerin. I'm glad to hear that you successfully received all your winnings.

I understand your dissatisfaction regarding the situation, and ultimately, the decision to continue playing at Mr Bet or to seek an alternative casino rests with you. However, please note that the verification process is a standard procedure, which can occasionally take longer than anticipated. Nevertheless, I am pleased to hear that everything has been resolved and that you have received your winnings.

As the complainant confirmed that they have received the funds, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino Guru