Mr Bet is taking a considerable amount of time to verify my account. It is supposed to take a maximum of 48 hours, but my account is still not verified. They've asked me for my ID card and a selfie - something so simple and easy to authenticate, but their response takes an eternity. I have one million pesos pending for withdrawal, but I can't retrieve them until my account is verified. I've sent messages and emails, but they respond saying they don't know the date they will be able to finish because they have many pending verifications. I need to withdraw my earnings, and their delay is causing problems. Moreover, they leave the money there, tempting you to continue playing, and likely lose everything. But, I will keep my winnings until my account is verified and my money is withdrawn. I hope for a swift resolution and for my money to be withdrawable soon. Thank you. ??

Mr bet demora mucho en verificar mi cuenta se supone que son máximo 48 horas pero no me verifican mi cuenta me han solicitado carnet de identidad y selfie algo tan básico y fácil de validar pero demoran un siglo ... Tengo un millón de pesos en espera para retirar pero no sé puede retirar si no me verifican la cuenta... Envié un mensaje y correos electrónicos pero dicen que no saben la fecha y no saben decirme cuando por qué tienen mucha cantidad de verificaciónes pendientes.... Yo necesito retirar mis ganancias y ellos retrasan todo ... Además dejan el dinero allí para tentar a qué uno siga jugando y seguramente perder todo.... pero yo mantendré mis ganancias hasta que me verifiquen la cuenta y retiren mi dinero espero una pronta solución y que me dinero pueda ser retirado gracias ??

Dear sofiantogrr,

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.

Have you been informed what specifically seems to be a problem in verifying your account?

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,

Petronela

Hello, at the moment I have no problem with the verification, it has simply taken longer than usual for that reason, I also have no way of knowing if the documents are correct or incorrect and my withdrawal cannot be processed until my account is verified... I'm still waiting for that to happen and they don't know the exact date, they say 24 to 48 hours but more than 48 hours have passed so my question is... How much longer can I have to wait??? But they don't know and I need it to be verified so that my withdrawal is approved and that's what I need my money soon

Hola por el momento no tengo ningun problema con la verificación simplemente se han demorado más de lo habitual por esa razón tampoco tengo como saber si los documentos están bien o mal y mi retiro que no puede ser procesado hasta que se verifique mi cuenta ... Sigo en la espera de que eso suceda y ellos no saben fecha exacta dicen de 24 a 48 horas pero ya pasaron más de 48 horas entonces mi pregunta es.... Cuánto tiempo más puede ser que debo esperar ??? Pero no saben y necesito que se verifique para que mi retiro sea aprobado y eso es lo que yo necesito mi dinero pronto

Hello sofiantogrr,

It's been one week since you submitted all required documents for verification, have there been any developments since our last conversation, please? 

Hello, in this case I fell into temptation and played the money now they have verified my account but again I won a large amount of money of 1,150,000 so I am now waiting for the approval of that money with the account already verified I hope that now they will approve my withdrawal since the account is verified and that they give me the money that I have at this moment

Hola en este caso caí en tentación y jugué el dinero ahora me han verificado la cuenta pero nuevamente gane una cantidad grande de dinero de 1.150.000 así que espero ahora la aprobación de ese dinero con la cuenta ya verificada espero que ahora sí aprueben mi retiro ya que la cuenta se encuentra verificada y que me den el dinero que tengo en este momento

Casino guru at this moment I am again waiting for them to process the withdrawal of my money where at this moment it is 1150000 it is a lot of money that they have had me there for more than 24 hours when they say that the processing time of each withdrawal is 24 hours maximum but they take longer and the truth is very distressing for me I have made many deposits to this casino I have played a lot and when it is time to pay it is very very slow they take too long to process my withdrawal it still appears as a balance in the account and it says pending please help me so that the casino processes my withdrawal and pays me that they are honest as we are when playing in the casino and putting money so that they do not deliver the money to us accordingly

...My account is verified

Casino guru en este momento estoy nuevamente esperando que me hagan el proceso de retiro de mi dinero donde en este momento es de 1150000 es bastante dinero que me tienen allí hace más de 24 horas cuando ellos dicen que el tiempo de procesamiento de cada retiro es de 24 horas como máximo pero ellos lleva más tiempo y la verdad es muy angustiante para mí yo he realizado muchos depositos a este casino he jugado muchísimo y cuando es momento de pagar es muy muy lento demoran demasiado en procesar mi retiro aún aparece como saldo en la cuenta y dice pendiente porfavor ayudenme a qué el casino procese mi retiro y me pague que sean honestos como nosotros lo somos al momento de jugar en el casino y meter dinero entonces que ellos no entreguen el dinero a nosotros como corresponde

... Mi cuenta si se encuentra verificada

Casino guru reported that after 2 full days they asked me again now for payment verification since previously they had only asked me for a selfie and identity card... Now they asked me for the payment method in this case they are very unclear when requesting the I sent the same documents twice since they asked for a webpay bank statement and a bank Transfer screenshot that are different payment methods but with the same card and the same routing and everything the same... for that reason I sent the same twice since the deposit that you ask me appears in both and my account appears in both my name my rut and all the necessary information I hope that now they do verify my account and do not delay my withdrawal anymore since it is a lot of money that I am dealing with to withdraw and the delay is eternal

Casino gurú informo que después de 2 días completos me pidieron nuevamente ahora la verificación de pago ya que anteriormente solo me habían pedido selfie y carnet de identidad.... Ahora me pidieron el método de pago en este caso son muy poco claros al solicitar los documentos envié dos veces el mismo ya que pedían un extracto bancario de webpay y una captura de pantalla de bank Transfer que son diferentes métodos de pago pero con la misma tarjeta y el mismo rut y todo lo mismo...por esa razón envié el mismo dos veces ya que en los dos aparece el depósito que me pide y en los dos aparece mi cuenta mi nombre mi rut y todos los datos necesarios espero que ahora sí verifiquen mí cuenta y no atrasen más mi retiro ya que es bastante dinero que estoy tratando de retirar y la demora es eterna

Thank you very much, sofiantogrr, for your reply. Could you please advise if your withdrawal was approved already? Meanwhile, I adjusted the disputed amount from $1,000,000 CLP to $1,150,000 CLP.

Dear sofiantogrr,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.