Withdraw & verification troubles

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

Hei . the problem was solved. I recived the money . Mr.Bet responded very good to the problem. I want to thank the customer servise for for all their help. I recommend there page. Wich Mr.Bet all the best in the future.
Kind regards Moa99

Dear @moa99,

Please let us know if there's an update regarding your ongoing complaint. Please be in aware that you are supposed to reply within the given 96-hours time frame, otherwise AskGamblers Complaints Team will consider the case as Resolved and it will be closed accordingly.

Thank you for your cooperation.

Hello, Mohammad

Thank you for raising your concerns with us.

We have requested your document for verification on 12.12.2018. You've provided the documents and we contacted you the next day to request another obligatory document, a utility bill for electricity, water or gas.

The same day you informed us that you moved to Norway and that you are legally married and your wife is the one settling the bills.

We tried to settle this issue by requesting another document instead of a utility bill.

After that, you informed us that you don't want your wife to know that you are a gambler and therefore you can't provide us with a marriage certificate and we also asked that you send her ID also.

Instead of the requested documents, you provided us with a bank statement to which we unfortunately cannot confirm the address listed. Regarding this information, we tried to solve this issue in another way and requested an official document issued by the government or any ministries that can prove your address. After a while you provided us with such a document. That's why the verification procedure took so long.

Besides, you made the withdrawal request to your Skrill account, which you've never used for payments. To verify your new payment method, we asked you to make a minimum deposit (100 NOK) from your Skrill account. Only with the deposit made from a new payment method we can be sure that you are the real owner of the account used for withdrawals and that you haven't been involved in money laundering. It is stated in the Terms and Conditions:

3.3.1. Withdrawals will be made to your bank account or other withdrawal methods available from ‘the Website’. We may charge assigned fees for processing such withdrawals. Please see our Website for the current fee structure. Faro Entertainment Europe Limited will credit you back using the same method as you have previously deposited with, when possible. Please, note that withdrawal payments may only be made in the name of and to the registered holder of the Member Account. We reserve the right to cancel withdrawals either to enforce a closed loop or to force the Player to withdraw to a particular withdrawal method.
3.3.4. All transactions shall be checked in order to prevent money laundering. The Company shall report any suspicious transaction to the relevant competent authorities in Malta. If the Member becomes aware of any suspicious activity relating to any of the Games of the Website, he must report this to the Company immediately. Faro Entertainment Europe Limited may suspend, block or close a Member Account and withhold funds if requested to do so in accordance with the Prevention of Money Laundering Act. Enhanced due diligence may be done in respect of withdrawals of funds not used for wagering.

Also, the withdrawal amount that you requested exceeds the amount stated in point 3.3.3 of the Terms and Conditions where you can find detailed information about the verification procedure. Non-exhaustible list of necessary documents, which we can at our discretion request from you to verify your identity upon withdrawal, is provided in the point 3.2.4 of Terms and Conditions.

We would like to remind you that you agreed with the Terms and Conditions upon registration. On 12.12.2018 we informed you that you need to make a minimum deposit exactly from the Skrill account. It happened in the call with our agent Chris. However, you made the deposit from Paysafecard. As soon as we checked your account and found that you made the deposit from Paysafecard, we contacted you to fix it.


On 14.12.2018 you faced with the issue upon depositing from Skrill, we checked it and found that the issue is not on our side and we suggested you to contact Skrill to fix the issue. On 15.12.18 you informed us about your call with Skrill and that they told you that the issue is on our side, but you didn't provide any details from Skrill.

Today we double checked your case and found the same thing that the issue is not on our side. Also, we received some details: 'With regards to your inquiry would like to inform you that the transaction cannot be processed at the moment due to security reasons.' Such a message tells us that there can be an issue with your Skrill account. Unfortunately, we can't request the reason why the payment provider can answer to customers in this way.

We kindly ask you to provide us with a detailed answer from Skrill about the issue that they find from our side, as it would help us to solve your issue faster.

The appropriate department that is processing the verification is not working 24/7 unlike the support team, they are working from 09 A.M to 6 P.M, so that's why our support team cannot provide you with an instant response always. But as soon as they receive some information, they will inform you immediately.

We will withdraw your winnings, as soon as you make the minimum deposit from your Skrill account, on conditions that the Skrill account data will coincide with the data that you provided upon registration.

If you have any additional questions, please do not hesitate to contact our support team at any time!