Complaint #440
Mr.Bet Casino
Countless verification delays
2 years ago
I thought quite highly of this casino originally as I had won $3000 and they processed the withdrawal within an hour or maybe even 15 minutes.
The next time i won, which was $1680, it has been a different story entirely.
I uploaded my documents as per usual and they came back saying my ID wasn't clear and pics were low quality, I'll attach the files so you can judge but the only way the pictures were low qualiy were if a blind person was doing the judgement.
I waited a few days as i needed to get my bank statement for september and I didn't have it yet. Once I got that I uploaded it as well as another set of ID pictures which were subsequently rejected as well. I might have tried one more time with my ID i cant remember but then I tried my passport which was denied for the same reason, even though it was also very clear and legible. They also denied my bank statement for not showing what they had required. They needed it to show my name, the amount and the date, and they wanted that to be my name, $200 and 22nd of september. The statement showed $200 loonio request on the 23rd (dated monday due to banks not operating on weekends). I explained the date discrepancy but unsure if they fully grasped it although it did seem like one live chat agent understood, yet they still asked for further proof, even though i'm aware that what I provided is sufficient based on verification experiences with other casinos. Additionally I suggested i prove another payment made to them, if the weekend discrepancy proved to be an impasse as multiple other payments to them were made in the month of september (and prior) that I could have provided statements for as well. This suggestion was completely ignored by the live chat agent as if I hadn't event said it.
So current situation is:
ID: I have uploaded new and clear pictures of my ID, these are pending.
BANK: They asked me to call CIBC and ask for a detailed transaction report for their transaction, I warned them this is unlikely to be something that CIBC do and after the phone call that was indeed the case. the status of the payment method verification is the proof is rejected and I cannot provide what they have subsequently asked for because it doesnt exist.
I've attached my september bank statement, you can find the $200 payment they want proof with "FULFILL REQUEST 105153965053
Loonio.ca req". I've also attached my id pictures, which as you can see are extremely clear and if I'm honest could almost be used as examples of how to take clear pictures of an ID.
The next time i won, which was $1680, it has been a different story entirely.
I uploaded my documents as per usual and they came back saying my ID wasn't clear and pics were low quality, I'll attach the files so you can judge but the only way the pictures were low qualiy were if a blind person was doing the judgement.
I waited a few days as i needed to get my bank statement for september and I didn't have it yet. Once I got that I uploaded it as well as another set of ID pictures which were subsequently rejected as well. I might have tried one more time with my ID i cant remember but then I tried my passport which was denied for the same reason, even though it was also very clear and legible. They also denied my bank statement for not showing what they had required. They needed it to show my name, the amount and the date, and they wanted that to be my name, $200 and 22nd of september. The statement showed $200 loonio request on the 23rd (dated monday due to banks not operating on weekends). I explained the date discrepancy but unsure if they fully grasped it although it did seem like one live chat agent understood, yet they still asked for further proof, even though i'm aware that what I provided is sufficient based on verification experiences with other casinos. Additionally I suggested i prove another payment made to them, if the weekend discrepancy proved to be an impasse as multiple other payments to them were made in the month of september (and prior) that I could have provided statements for as well. This suggestion was completely ignored by the live chat agent as if I hadn't event said it.
So current situation is:
ID: I have uploaded new and clear pictures of my ID, these are pending.
BANK: They asked me to call CIBC and ask for a detailed transaction report for their transaction, I warned them this is unlikely to be something that CIBC do and after the phone call that was indeed the case. the status of the payment method verification is the proof is rejected and I cannot provide what they have subsequently asked for because it doesnt exist.
I've attached my september bank statement, you can find the $200 payment they want proof with "FULFILL REQUEST 105153965053
Loonio.ca req". I've also attached my id pictures, which as you can see are extremely clear and if I'm honest could almost be used as examples of how to take clear pictures of an ID.
Mr.Bet Casino Complaint Stats
Resolved
206 / 210
Avg. Amount
$3,585
Avg. Complaint Duration
10 days
Avg. Response Time
2 days
Mr.Bet Casino Complaint Summary
Most user complaints about this operator fall under the Payment category.
So far, 186 out of 190 complaints in this category have been resolved.
This operator's average complaint duration is 10 days, while the average duration across all operators is 8 days.
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