They are delaying payment and refusing to verify account

On the 19th of October I won €5932 at Mr.Bet Casino playing slots. I needed to verify my account to withdraw my winnings. As part of the procedure I uploaded my passport, completed a live webcam face scan and provided my bank statement as proof of address.

Some days later I received a message saying that my bank statement was rejected. On the website it says that bank statements are acceptable so long as they are dated within 3 months and show the name and address. This was a bank statement showing all the information. It was dated within the last month, had the bank header, name and address showing. It is a bank statement and not a letter from the bank. Every character was in perfect focus and all 4 corners of the page were in view. When I explained this to live chat, they said that regardless, bank statements need to be stamped and signed. Otherwise an alternative document is required.

Nowhere in the requirements on the website did it say my bank statement must have a stamp on it from the bank. Luckily, I had another proof of address on hand. I had my energy bill from the previous month. Mr Bet specifically says that they accept energy bills. So I uploaded the document and it was rejected with no explanation. Again, the document was in perfect focus, legible, dated within 3 months and all corners in view.

I went to the bank and had the bank teller stamp and sign a recently dated bank statement for me. The bank statement is refused. Again, there is no explanation why.

I respect that a casino must ask clients for ID and address documents. I have supplied Mr Bet with my passport, performed a webcam facial scan and supplied 3 proofs of address. Every proof was in perfect focus, every character on every page clear, recently dated and showing my name and address. Everything I have sent is specified in their requirements as acceptable. These were not letters from the bank or utility companies: They were actual bank statements and bills so there is no debate of their validity. In addition I have gone beyond what was asked for, having visited the bank and getting a certified statement from the teller. I did this without complaint despite the inconvenience.

Mr Bet's refusal to verify my account is unjustified since I have provided exactly what they have asked for. They have not even tried to justify their refusals to me. I feel that I have run out of options which is why I am making this complaint. I hope that Askgamblers is able to help and that this is a misunderstanding instead of what it looks like. If Askgamblers wish to see the documents, I am willing to provide them privately for review.

Thank you.