Mr.Bet Casino - Delaying account verification and withdrawal

MR. BET is completely stalling the verification procedure in order for the players to cancel and lose their pending withdrawal.


Heres the case, After reading some reviews i have read that they have been delaying the verification for 4 months, You will just get verified when you cancel and spend some of you balance. I first thought it was not true. But when trued to cancel I lost 1000$ my account suddenly get verified. I have then withdraw my account but was cancelled for no reason, ended up spending it again.

I wanted now to file a complaint, intially. Mr. BET, I Kindly ask you for a proof that I have sent a screenshot as proof of residence. Reason my verification were rejected at the first place. It should have gone smoothly. Or else i will ask for a compensation this delay has cause me.

Consider it close, Just show me I sent you guys a SCREENSHOT and not A PDF.

This is clearly as verification stalling.

Mr. Bet Casino were accusing me that I sent them I screenshot were in fact it was a PDF bank statement. I cant see any reason why it got rejected. They will never give your money back unless you spent it. They will stall you on the verification process, making you feel like you're the reason of the delay.

I will not ask for a compensation, If you are going to send me a proof that I did not comply on the verification requirements, or that I uploaded a screenshot.

Show @askgamblers please.

Show a proof. As I have been giving proofs for this.

Dear ELAINED,

Sometimes verification process can be a bit difficult, but our support agents are ready to help you with any issues you might have!
Your account was successfully approved 2023-06-12. There is no need to upload further documents for verification.

Thank you for your patience and cooperation in this matter! If you have any unresolved issues, please kindly contact our support team via chat or email [email protected]

Dear @Elained,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

This is not the the matter of verifying my account. You indeed verified my account after i spend some of my money. I just want to know what is the reason of my first verification got rejected. You told me a 100% lie.

I am now asking you a proof that I sent you a screenshot if you dont have this proof then you are guilty of stalling verification.

You will keep your players waiting for very long time. Rejecting verification just to buy more time.

I have a live proof. That my verification should be approve first things.

Mr.Bet you are not playing fair. You will tell me that its a security process. Well its not, Its your cheating process

Dear ELAINED,

We hope this message finds you well. As a support team, our role is to provide you with information regarding the current status of your verification. According to our records, we can confirm that your account has been successfully verified. The "Verified" status indicates that your identification and documentation have met the necessary criteria to validate your account.

However, we would like to clarify that the decision regarding additional verification is not within our purview. Our specialized department responsible for security assessments determines if any further verification is required. They evaluate potential risks and may request additional documents or information if deemed necessary to ensure the security of our services and protect all users.

Please understand that a request for additional verification does not imply any violation of our terms and conditions. It is a precautionary measure undertaken to ensure the integrity and safety of our platform. If the security department determines that additional information is needed, they will contact you directly and provide guidance on the required steps.

If you have any other questions or concerns, please don't hesitate to reach out to us. We are here to assist you.

Right, If you cant look after this. Can you please ask a proof from the correct department then? I understand that you may need more documents. But you lied on your email. You said I sent you guys a screenshot which is not true.

I am not closing this complaint unless proofs are not provided. There will no complaint if I am not accused of something I did not do :)

This proof will be forwarded to gambling commission unless compensated.

Dear ELAINED,

We apologize for any confusion caused. Upon reviewing your case, we discovered that there was a misunderstanding regarding the file format of the document you uploaded. The system automatically declined one of the documents initially because it was in JPEG format, which was not compatible with our requirements and was indicated as a screenshot in system records.

After conducting a manual check, we found that you had indeed provided the necessary documents in PDF format. We apologize for any inconvenience this may have caused you.

Now your account is fully verified, and there is no need to upload further documents.

Please let us know how we can assist you further.

Sincerely,
Mr.Bet Casino team

Dear @Elained,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

This is another Lie, The system did not decline my proof of address. It was ticked check. I message your support and they mentioned that the check was now on your department. Not on the verification system you guys have. Meaning its already passed on initial verification, You are the one who decline it. Because you guys were guilty of stalling verification.

Still no signs of withdrawal. Too much delay, Stop saying 24HRS when its not. This is stresfull.

Dear ASKGAMBLERS,

We would like your assistance in resolving a complaint that has been brought to our attention. We have provided all the necessary information and believe that the user's verification issue has been resolved. We want to clarify the sequence of events for a better understanding of the situation.

Initially, the user uploaded a PDF file, which was later removed by the user herself. Following the removal, the user uploaded a JPEG file, which, unfortunately, we cannot accept. In our system, it was indicated as a screenshot. We manually reviewed the submission and requested the user to upload another document.

The user then proceeded to upload a different PDF file, which was accepted as a valid document. The account was verified. We want to emphasize that there were no issues on our side with regards to the verification process, and no terms of service were violated.

Hi AskGamlers,

I have asked Mr. Bet to closed my account. Thats why they are saying this thing to you. You will now be a judge. As you can see they admitted that they have declines my verification even I have submitted my documents clearly a stalling verification. As a player, It was very disappointing to blame the players for doing a mistake where all I need is their apology at the first place but they were keep insisting Im the one who is fault here.

You will now be a judge. And I will be ok to close this, But it has not been resolved as I didnt get an answer to my question. This casino deserve a bad reviews. I just dont want them to get more victims.

I would like you to take a look and considerate on their reviews, Most of the players are having issues as mine. Most of them were being stalled for more that 3 months. They have been triggering gambling addicts.

And they are saying full of lies, After Admitting they have found the manual check that they are the one who is wrong. They are now saying i removed it, Which is not completely true, I cannot remove files once uploaded.

I really hope that time I invested here were not going to waste. Clearly, all the basis will be here for you to judge.

They have been blaming their players which is really sad.

They could have told me this the first time. But they were just not ready yo admit it to me, Thanks to ask gamblers, They did not have any proof now to show. Thats why they just admitted it.

All I want is an action from your end . Nothing on Mr.Bet after spending a lot of time with them, which is useless. I am asking you politely to take a look at my case.

Initially, compensation was demanded. But at this time, all I want is justice for their future players.

Dear ELAINED,

In our explanation of the situation, we described how the process of verification is seen from our side in system logs. The manual check was indeed initiated 2 times, and after the second check, your documents were accepted. The system marked your document as a screenshot in the first place.

The system in any case took part in the fact that your documents were rejected, a manual check only confirmed that you uploaded a document in the wrong format, which we could not accept anyway. To request documents from you again, the employee of the responsible department had to do it manually. This does not change the fact that we could not accept a JPEG document for security reasons.
As we have already specified above, we consider this issue resolved since there were no actions on our part that would violate the terms and conditions of the service.

This complaint is unfortunately not resolved. But since Mr. Bet is not willing to cooperate and/or to admitted their mistakes.

Can we just make sure that we their reviews will be affected in this case?

If you can see on my screenshot below, I never uploaded a JPEG.

This is another word against your company. Why do you think I have to message the support? If I uploaded a JPEG?

I have a folder which contains all approved documents by any other online casino so dont blame me that I have uploaded a JPG file.


On the screenshot below, You can see that the system detected my file as a PDF thats why it has checked. Only applicant data was not checked because you were the one who declines it.


Also on your reply

After conducting a manual check, we found that you had indeed provided the necessary documents in PDF format. We apologize for any inconvenience this may have caused you.

and now you are telling me I removed it.


@AskGamblers Please see the proof below.

Dear @ASKGAMBLERS,

Please check our recent email for further assistance. As we mentioned before, there was no violation of the verification process from our side. After the necessary check, the account is fully verified, and ELAINED has 2 successfully processed withdrawal requests. From our side, we provided you with a detailed explanation of the situation and see this complaint as irrelevant.

Dear @Elained,

The AskGamblers Complaint Team is kindly asking you to confirm in a timely manner if you have received 800 NZD. Please be notified that, in case you fail to respond within the given timeframe, we will consider your case resolved and it will be closed 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 and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Can you please confirm what 800NZD, they are talking about?? I have closed my account there.

Dear Mr.Bet Casino,

The AskGamblers Complaint Team is kindly asking you to share evidence of two successful payments with @Elained.

Thanks in advance for your cooperation.

Dear All,

Please find attached screenshots from our logs showing two successful transactions of 150 NZD and 650 NZD.

Dear @Elained,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.