Complaint #441 Mr.Bet Casino

Concerned with delayed verification process

By Luckylora27

1 year ago

Amount

$ 12, 000

I am very stressed over the verification process and im learning that im not alone. On Sept 30th, I had a large win and began the process of verification of my identity. The casino verified my ID relatively quickly but kept asking for verification of my bank account details. My verification documents were rejected multiple times and then would take several days for review once uploaded (their site says 24-48 hours for review). I provided all the necessary documentation requested, including the etransfer to their account (as requested). There is a date discrepancy, as Sept 30 is a holiday in Canada and it was posted as October 1. They then again rejected my documents due to this. Now they have screenshots of my bank account showing the deposit to Mr. Bet on Oct 1, 2024. They also paid me out on the 28th of Sept $484.00 that was posted in my statement as the 1st because of the BANK HOLIDAY. I've uploaded my PDF bank statement from within the past month with my name, address, and bank account number, and finally a screenshot of my bank dashboard with my name and account number.

I am STILL seeing on their site that the "payment method" verification has failed. Seeing as I'm requesting a payout via e-transfer and have verified both my identity, account number that the deposits were made from (even though theoretically with an e-transfer I can transfer the money to ANY account), and address, it seems verification is on hold. I like Mr. Bet as a casino but am growing increasingly concerned, especially as no other online casino has had such a hugely difficult verification process or required verification more than once.

Hoping we can resolve this amicably as I like this casino and would like to continue to be a customer.

I have spoken to the live agent multiple times and I keep getting told that the right department is dealing with it, but whenever they do, they keep requesting documents that don't exist, as it is posted as Oct 1, not Sept 30.

Disputed Casino Mr.Bet Casino

Reason Verification issues

Amount $12000

Discussion

AskGamblers

• Support Team

1 year ago

Dear @Luckylora27,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Mr.Bet Casino

• Representative

1 year ago

Dear Luckylora27,

Please note that your verification has been successfully completed, and your withdrawals are currently being processed.

Thank you for reaching out to us; we are happy to have provided you with quick and reliable assistance.

Since you're using the Interac method for withdrawals, it's likely that you may need to confirm the receipt of funds on your end. If you have any further questions, please feel free to contact our support team via live chat or email.

Luckylora27

1 year ago

Hi there I have updated my screenshot of my bank profile with all the information that they need the $500 deposit was removed on October 1st because of the bank holiday and they keep telling me they need the date to say September 30th. There is no September 30th as per my bank because it is a holiday so it gets posted the next day. I am really tired of giving my personal information to have it continuing to be rejected

Mr.Bet Casino

• Representative

1 year ago

Dear Luckylora27,

We are truly sad that you encountered difficulties with verification, but we are always ready to help you with uploading the correct documents so that you can receive your winnings.

Your latest uploaded documents were checked today and unfortunately rejected as the bank statement provided did not have the requested transaction on it.

Our colleague from the support team sent you an email and a message to your game profile with the document requirements and the required transaction. Also please pay attention that the document must be original, scans will not be accepted.

If you have any questions about verification, you can always contact our site's support team and they will be happy to help you through the verification process.

Thank you for your co-operation.

Mr.Bet Casino Complaint Stats

Resolved 165 / 167

Avg. Amount $4,030

Avg. Complaint Duration 10 days

Avg. Response Time 2 days

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