Complaint #460 Mr.Bet Casino

This is the impossible verification

By motherofbulldog

1 year ago

On Dec 28, I requested a withdrawal from Mr.Bet. I was under the impression I had been verified in June, when I sent all my documents. The customer service rep informed me I needed to submit a bank statement showing a deposit on June 19, so I submitted this.

3 days later I was informed that my verification had failed, and when I went back to customer service they told me they needed a statement showing a transaction on Dec 28. My bank has not yet issued a statement for this date, so I asked customer service if I could submit corroborating documents as my online banking does not display my name.

I was informed this would work, so 2 days ago I submitted a screenshot with my account number and the transaction requested, a void cheque with my name, address, and account number, and a screenshot of Mr.Bet thanking me for the transaction. This morning I was again denied verification, and when I queried this I was told that it had to be a single document. This document will not exist until Jan 20 as my bank does not issue interm statements.

All customer service reps from the verification side have refused to address my questions regarding the changes in criteria, and quote security policy. I understand secure measures are required, but after jumping through numerous hoops I believe I will never get my winnings.

Disputed Casino Mr.Bet Casino

Reason Verification issues

Discussion

AskGamblers

• Support Team

1 year ago

Dear @motherofbulldog,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if the required verification paperwork has already been sent to the Mr.Bet Casino team accordingly.

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. Should you refuse sending the required verification paperwork or fail to update your complaint in a timely manner, we will have no other choice but to reject the case and recommend you to forward it to the relevant regulatory body.

Thanks for your cooperation.

Mr.Bet Casino

• Representative

1 year ago

Dear Motherofbulldog,

We are sorry that your verification has caused you a negative experience. Please note that the relevant department may request additional documents even if you have already been verified.
You were asked for a document not too long ago, unfortunately the documents you uploaded did not meet the requirements as you had previously uploaded a screenshot of a deposit on the page of our website, a screenshot that did not contain your name and a screenshot without the requested deposit.
Your Interac payment method has been requested. Please upload a bank statement with a deposit of 75 CAD for 28.12.2024. Two different screenshots will not be accepted, and the deposit and name must be visible on the same document. It can be a bank statement or a screenshot from online banking where we can see the account holder's name and deposit to our site.

You have not uploaded a new document yet. Please upload it in the verification window.

We are always happy to help you with questions and ready for co-operation!

AskGamblers

• Support Team

1 year ago

Dear Mr.Bet Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

AskGamblers

• Support Team

1 year ago

Dear @motherofbulldog,

The AskGamblers Complaint Team kindly asks you to clarify the total amount of the disputed payment/s.

Please keep in mind that, as per the AGCCS Guidelines, providing updates in a timely manner is a must.

Thanks for cooperating with the AskGamblers Complaint Team.

Mr.Bet Casino Complaint Stats

Resolved 165 / 167

Avg. Amount $4,030

Avg. Complaint Duration 10 days

Avg. Response Time 2 days

Mr.Bet Casino Complaints

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