Mr.Bet Casino - Delay in verification and pending withdrawal 5000 CAD

Dear AskGamblers,

The user has successfully submitted all required documents except for proof of identity.

The user provided an Ontario Photo Card as their proof of identity. However, since obtaining this card does not require Canadian residency, we cannot accept it as valid identification for our purposes.

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.

But it's our Ontario ID it was issued by the government and all my details you need is in there please see for yourself

And besides down here in Ontario, we don't have a Canadian ID card because every province is different

Dear Annabelle130,

According to section 3.3.3 of our Terms and Conditions, a request for documents has been made to verify your identity.

If you do not provide us with the requested information, or if the information provided is not satisfactory, we reserve the right to lock or restrict your Member Account. This restriction will remain in place until you have furnished us with the necessary information. If we do not receive the required information or are unable to verify your identity, we reserve the right to terminate these Terms, close your Member Account, and return any deposit funds present in your account at the time the lock or restriction was applied. This also includes any funds deposited after the lock was instituted, subject to these Terms. However, we may be required to delay or withhold payment to you of all or a portion of your deposit funds to comply with our legal and regulatory obligations, including but not limited to anti-money laundering and fraud prevention measures.

You agreed to our Terms and Conditions before registering on our site. As per section 3.2.4, we accept the following documents as valid proof of identity:

Driver’s License
Passport
National Identity Card
The Ontario Photo Card you provided is not listed as an acceptable form of identification. Therefore, your account is currently blocked.

To obtain an Ontario Photo Card, you must have provided other documents to verify your identity. We need to ensure that you are indeed a resident of Canada, which is why we ask you to provide the document based on which you obtained this Ontario Photo Card. There is a whole list of documents that could have been used for this purpose, such as a passport or driver's license (even if expired, but no more than a year, and these would have been retained, although the photo should have remained).

From this information, it’s clear that the Ontario Photo Card is not the only document you possess for identity verification. Please send us the document you used to obtain the Ontario Photo Card.

Thank you for your understanding and cooperation.

Dear @Annabelle130,

The AskGamblers Complaint Team is kindly asking you to assist the Mr.Bet Casino team further and send the required verification paperwork.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process, therefore please make sure to confirm by posting the public message if you have provided requested information.

Should you refuse sending the required verification paperwork, or fail to confirm, we will have no other choice but to reject the case and recommend you forwarding it to the relevant regulatory body.

Thanks for your cooperation.

Since you do not accept photo card, my passport will get to me in 10 days, and I will upload once I have it please bear with me mr bet

Dear AskGamblers,

The resolution of this matter has become increasingly difficult due to the user's inability to provide the necessary documentation.

Our team has been fully compliant with our terms and conditions, and we have made every effort to resolve the issue within the framework of our policies.

Given the circumstances, we kindly request that the complaint be canceled or placed on hold until the user can submit the required documents for verification. We believe this step is essential for a fair and transparent resolution process.

I'm getting my passport in few days so please bear with me please

Dear AskGamblers,

Your account has been temporarily suspended under clause 3.3.3 of our Terms. "If you do not or cannot provide us with such information, or if such information is unsatisfactory, we may lock or restrict your Member Account until you provide the required details." The suspension is due to your inability to submit the necessary verification documents at this time.

We require your response and resolution regarding this complaint, as it is currently deemed irrelevant. At this stage, we are fully providing all services in accordance with our terms and conditions. The user is free to resume the verification process at any time by contacting our support team.

I'm getting my passport soon, and I will send the needed documents to continue my verification, please bear with me till I get my passport

Dear AskGamblers,

Please review our recently sent email regarding this complaint. Thank you in advance for your consideration.

Okay I will do so once I get my passport

Dear Annabelle130,

Please provide a specific date when you will be able to submit your passport.

Hopefully soon in about 4 to 5 days

Dear @AskGamblers,

We require your assistance on this matter. Please provide your proposed solution for resolving this complaint. Can the complaint be closed or dismissed, as we are complying with the service provision rules? Unfortunately, the user has not provided clear deadlines for submitting the verification documents.

I said, in 4 to 5 days before my passport gets to me

Dear all,

We will be awaiting for the complainan's update in the next 4-5 days period.

Thank you all for your cooperation.

Dear AskGamblers,

In reference to section 3.3.3 of our Terms, there is a specified timeframe of 14 days for providing the necessary documents. The user has already exceeded this deadline significantly. While we have already made concessions for the user, we are willing to wait an additional 4-5 days, although they have long missed all the required timelines.

Okay noted

Dear AskGamblers,

Could you please advise on what actions should be taken if a user fails to provide the requested documents within 4-5 days? The user had committed to submitting the documents by September 9, 2024, and we are now counting the 4-5 days from that date. What would be the appropriate steps to follow if the user does not comply with this request?

Thank you for your assistance.

This case is not yet resolved I haven't received my passport, please give me more time

Dear AskGamblers,

The payment manager is authorized to carry out additional verification procedures for cumulative withdrawals exceeding 2,000 EUR (or the equivalent in the user’s currency), and reserves the right to perform such procedures for lower amounts. Verification documents, including but not limited to those specified in Section 3.2.4, as well as any other documents deemed necessary for our checks, must be provided in good quality and within 14 days of our request.

These documents include but are not limited to:

the list of documents specified in Section 3.2.4;
any additional documents we consider necessary to complete our checks.
In this case, the user was given more than 14 days to provide the required documents and was also granted an additional 4-5 days, as outlined in the complaint. Unfortunately, the user failed to submit the documents. As a result, their account remains suspended until the requested documents are provided. Further verification without a passport is not possible. All available services have been provided from our side.

I am trying I'm not my government and I have to wait till my passport gets to me, please give me more time

Dear @Annabelle130,

The AskGamblers Complaint Team is kindly asking you to assist the Mr.Bet Casino team further and send the required verification paperwork. We may understand that you need to wait for the passport to arrive, however, we must turn to the casino's post from September 2nd in which they stated next: https:­//p­rnt.sc­/cw­lbm­84vR_TU

That remark also applies to the passport issue request made on your behalf. You surely had to provide additional valid documents in order to get Canadian passport. Therefore please provide it to the casino, you are welcome to put our suppor­t@a­skg­amb­ler­s.com as cc'd to the email thread if you wish.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process, therefore please make sure to confirm by posting the public message if you have provided requested information.

Should you refuse sending the required verification paperwork, or fail to confirm, we will have no other choice but to reject the case and recommend you forwarding it to the relevant regulatory body.

Thanks for your cooperation.

I had them but has been expired for over a year the only document I have is my photo card and they won't accept it, the only option is to wait for my passport please bear with me