Hi

After several attempts to verify my account for the purpose of a payout, the reason for the rejection is that my address is not correct. I've moved in the meantime and haven't updated my address on the casino site. I have done this now. I've been waiting for it for over a week now and you're just being put off. At the same time, I tried to verify my account because of the payout so that I could get my winnings. Rejected several times and only now was I told the reason (probably because of my old address) I have the feeling that you are only being held out in order not to have to pay out the profit.

Hallo

Nach mehreren Versuchen mein Konto zu verifizieren zwecks einer Auszahlung wird als Grund der Ablehnung gesagt das meine Adresse nicht stimmen würde. ich bin zwischenzeitlich umgezogen und habe nicht meine Adresse aktualisiert auf der Casino Seite. dies habe ich jetzt getan. ich warte nun seid über einer Woche darauf und man wird nur vertr?stet. gleichzeitig habe ich wegen der Auszahlung versucht mein Konto zu verifizieren damit ich an meinen gewinn komme. mehrfach abgelehnt und mir wurde jetzt erst der Grund gesagt (wohl wegen meiner alten Adresse) ich hab das Gefühl man wird nur hingehalten um den gewinn nicht auszahlen zu müssen.

Dear kaimann,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise which documents you have already provided and when exactly did you send the last one? Did you provide proof of address document regarding your old or your new address?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Tomas

Many thanks for the quick reply.

Yes, I have uploaded my re-registration from the office including the stamp. A screenshot of a bank statement, my ID card, screenshot of my paysafe account. So pretty much everything. This was all uploaded since last week Wednesday. I can neither withdraw my winnings nor verify my account to withdraw it

Lieben Dank für die schnelle Antwort.

ja, ich habe meine Ummeldung von Amt inklusive Stempel hochgeladen. Einen Screenshot von einem Kontoauszug, meinen Personalausweis, Screenshot meines paysafe Kontos. Also so gut wie alles. Das wurde alles seid letze Woche Mittwoch hochgeladen. Ich kann weder mein Gewinn auszahlen noch mein Konto Verifizieren um es dann auszuzahlen

My account was already verified with my old address. I had to do one again and now I live at my new address. My old address is still stored in my paysafe account. So I don't know what the whole game is supposed to do there unfortunately

Mein Konto war schon mal verifiziert mit meiner alten Adresse. Ich musste jetzt erneut einen machen und jetzt wohne ich halt an meiner neuen Adresse. In meinem paysafe Konto ist ja auch noch meine alte Adresse hinterlegt. Von daher wei? ich nicht was das ganze Spiel dort soll leider

Hello kaimann,

thanks for the explanation. As far as I know, the address in your Paysafe account can be changed. Could you advise if you were able to provide the casino with the screenshot of the transaction of your deposit they require from the Paysafe account at [email protected] ?

Let me know about the result and if this helped you.

Dear kaimann,

Did you receive an update from the casino regarding the verification? Is your account still blocked? Please let us know about any news. Much appreciated!

My address has still not been changed after daily inquiries. Also, my account is still blocked for verification

Meine Adresse wurde nach t?glichem Nachfragen immer noch nicht ge?ndert. Zudem ist mein Konto für eine Verifizierung immer noch gesperrt

Here from yesterday. I think I will never get my money

Hier von gestern. Ich denke ich werde mein Geld nie erhalten

Thank you very much, kaimann, for providing the necessary information. I will now transfer your complaint to my colleague Peter ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Many Thanks. Should I send an email there or will I be answered here?

vielen dank. Soll ich da eine Mail hin senden oder wird mir hier geantwortet?

Hi kaimann,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Mr Bet Casino to the conversation to participate in the resolution of this complaint.

Gladly.

Yesterday I was informed by the casino that I should confirm (upload) my new address during verification and my old one by email. Unfortunately, I still have my doubts that it will work.

Gerne.

Gestern wurde mir von Casino mitgeteilt das ich bei der Verifizierung meine neue Adresse best?tigen (hochladen) soll und per email meine alte. Bin leider immer noch am zweifeln das es dann klappt.

My account is now verified. However, I can only give away half of my total cash balance. problem has been reported. Once again I was put off and allegedly a special department would be responsible for it again. So ridiculous. Now mr bet is only trying to admit half of it to me. Absolutely impossible !

Mittlerweile ist mein Konto verifiziert. Allerdings kann ich von meinem gesamten Bar Saldo nur noch die H?lfte abgeben. Problem wurde gemeldet. Wieder einmal wurde ich vertr?stet und es w?re angeblich wieder eine spezielle Abteilung dafür verantwortlich. So l?cherlich. Jetzt versucht Mr bet mir nur die H?lfte zugeben. Absolut unm?glich !

Here's the proof. Before my verification, I was able to withdraw the entire amount. Now suddenly not anymore

Hier der Beweis. Vor meiner Verifizierung konnte ich den gesamten Betrag auszahlen. Jetzt pl?tzlich nicht mehr

Now I'm being held up for 2 days regarding my payout. Again I have to wait for said department. 2000€ have been in progress since then. I can't pay out anything from the other €2000.

Jetzt werde ich hingehalten seid 2 Tagen bezüglich meiner Auszahlung. Wieder muss ich auf die besagte Abteilung warten. 2000€ sind seid dem in Bearbeitung. Von den anderen 2000€ kann ich nix auszahlen.

Hi kaimann,

Thank you for the update. We need a statement from the casino to make some progress here. The casino was notified so we have to wait for a response. It usually replies within several days.

The first 2000€ are here now. As before, the remaining winnings cannot be paid out and are blocked

Die ersten 2000€ sind jetzt da. Nach wie vor lassen sich die restlichen Gewinn Summen nicht auszahlen und sind wie blockiert

Dear kaimann,

Please be informed that your account is fully verified. And in the system log we see a successful withdrawal of 2000 euro on 23rd of January. You also have 2000 euro on the game balance. We kindly ask you to clarify if there are any issues staying unsolved.

Best regards,

Mr.Bet Casino team

Hello

Yes, the remaining €2000 cannot be paid out due to an error. It's very annoying that I've been chasing the whole thing for almost 3 weeks now.

I have done everything that was requested in the emails. I'm always put off and I'm told that it's checked by a special department. I can already see that I have to wait another 3 weeks until my money is transferred to me.

hallo

ja, die restlichen 2000€ lassen sich wohl wegen eines Fehlers nicht auszahlen. Es ist sehr ?rgerlich das ich dem ganzen jetzt schon fast 3 Wochen hinterherlaufen muss.

ich habe alles gemacht was in den emails verlangt wurde. Ich werde immer nur vertr?stet und man sagt mir das es eine spezielle Abteilung prüft. Ich sehe es schon kommen das ich jetzt wieder 3 Wochen warten muss bis mir mein Geld überwiesen wird.

Dear kaimann,

We see that you have 2 successful withdrawals one in the sum of 2500 euro on 27.01.2023 and another in the sum of 1200 euro on 30.01.2023.

Please clarify if the issue is still relevant.

Best regards,

Mr.Bet Casino team

Everything worked out perfectly in the end. Many Thanks

Alles wunderbar geklappt zum Schluss. Vielen Dank

Hi all,

Thank you for your replies.

Dear kaimann,

I'm glad to hear that your withdrawals went through. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter