Mr.Bet Casino - Countless verification delays - Complaint Resolved

jvarelas87

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.

Mr.Bet Casino

Dear jvarelas87,

Thank you for your patience throughout the verification process. We understand how frustrating this can be, and we sincerely apologize for the inconvenience you have experienced.

We have checked the case from our side, the user has successfully submitted all required documents except for proof of identity.

We need the user to upload a valid document such as a passport, an international passport, or an ID card to complete the verification process. Earlier you unfortunately uploaded a screenshot of the document and not the original.

At this point we have asked our colleague from the support team to email you again with clear instructions on the requested document and the reason for the previous rejection. We kindly ask you to check your email.

jvarelas87

Actually that isn't accurate, you refused to accept my proof of payment even though its perfectly valid, but if thats now changed due to this complaint then good.

Wtih regards to uploading ID, I've submitted ID in the following order:
1. I uploaded a cropped version (removed dead vertical space) of my ID picture, this is my go to ID picture and isn't usually a problem. This was rejected for being edited.
2. I uploaded the full picture of the earlier cropped version. This was rejected for being "not clear" when it obviously is.
3. I uploaded the slightly worse but still very clear, darker pictures. These were rejected for the same reason as above.
4. I thought i might as well try uploading my passport instead so I tried that. This too was rejected for being low quality and not clear. As you can see from the image this is a clear photo.
5. SumSub would no longer allow me to submit documents as i exceeded my number of attempts so I emailed their support brand new pictures of my ID, these were rejected as they do not take ID pictures through email.

I did technically submit a cropped ID picture initially however I have uploaded atleast 3 other sets of ID pictures which havent been accepted so focusing on the initial rejection is odd and disingenuous .

Mr.Bet Casino

Dear jvarelas87,

Please note that your verification has been successfully completed, and your withdrawal is 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 withdrawal, 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.

jvarelas87

Can confirm the money is in my bank account, thank you the complaint can be closed. It's just a shame the delays only stop when a complaint is made but I'm happy the turnaround was so expeditious.

AskGamblers

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

Mr.Bet Casino - Countless verification delays

Complaint Info

Disputed casino

Reason

Amount

$ 1680

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