Mr.Bet Casino - They are delaying payment and refusing to verify account - Beschwerde gelöst

DiegoF85

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.

Mr.Bet Casino

Dear DIEGOF85,

Thank you very much for describing the problem in detail. We have contacted our responsible department and are waiting for clarification from them regarding your confirmation of the address.
We remind you that this is the last stage of verification and that you have successfully uploaded the previous documents.

As soon as we receive a response, we will inform you here in the complaint thread and send you an email.

Best regards,
Mr.Bet Casino team

DiegoF85

To Mr.Bet thanks for your reply.

This morning my account was verified. But also my previous withdrawal was rejected and the funds returned to the casino. I can see that my original withdrawal method has been removed as an option (Bitcoin, the same method I use to deposit). I tried to use one of the other remaining withdrawal options but they are all greyed out and not responsive to clicks. None can be selected and I have tried on different browsers and devices.

I'm happy and thankful that Mr.Bet verified my account. Can I ask them also to please resolve whatever is causing the withdrawal problems I have described above?

Mr.Bet Casino

Dear DIEGOF85,

We see that you have managed to create many withdrawal requests using the Neteller payment method. We have forwarded the payment processing request to our responsible department. If there are any difficulties with the withdrawal, the transaction will be rejected or the payment method for withdrawal will not be available, we recommend that you contact our support team in live chat or by email. Support agents will be able to quickly answer all your questions and help resolve problems.

Best regards,
Mr.Bet Casino team

Mr.Bet Casino

Dear DIEGOF85,

Since you used a payment method to withdraw funds that you have not previously used on the site, you will need to confirm that the Neteller account belongs to you and you are not using third-party details.
To do this, please upload the following documents on the website:

- screenshot from the account, where it is visible name of the account holder, the ID number of the account, your email, and your address;

For any questions regarding the withdrawal of funds, you can also contact our support team in live chat or by email.

Thank you for your cooperation!

Best regards,
Mr.Bet Casino team

DiegoF85

Yes. I wanted to use my original deposit method but that is no longer available on your site. I noticed this request in the verification area and have sent a screenshot of my Neteller profile page showing all this information earlier today.

Thanks

DiegoF85

Mr.Bet verified my account and paid me. I'm grateful to Mr.Bet and to Askgamblers. Please close the complaint.

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 - They are delaying payment and refusing to verify account

Beschwerde-Info

Unseriöses Casino

Grund

Betrag

€ 5932

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