Greetings, On the 13th of August, I made a deposit, spent a long time playing, and won a large sum of money. I understand the process of verification and the response times. I sent all sorts of documents for over a week until all were deemed satisfactory. Following this, I informed them myself that I needed to change my address, as my account was registered last year and I've moved since then. As it turns out, up until now, they've done nothing to resolve this, and bureaucratically tell me that a certain department has to approve the change of address, an issue they've kept me in limbo about for many days. Of course, I restricted my account to avoid playing and not succumb to temptation. At times, I feel like they don't want to pay me the money I legitimately won even though I have provided everything correctly.

At other casinos, the verification process lasts at most 5 days, no longer than that. This is the first time I have had such a terrible experience and naturally, winning a certain amount raises concern.

Saludos , el día 13 de agosto hice un depósito , estuve largo tiempo jugando y gane una cantidad grande de dinero , perfecto entiendo el proceso de verificación y los tiempos de respuestas , envié todo tipo de documentos por las de una semana hasta que logro que todos estén bien , después de eso yo mismo les dije que tenía que hacer un cambio de dirección ya que mi cuenta es del a?o pasado y en ese tiempo me mudé , ahora resulta que hasta el día de la fecha no hacen absolutamente nada por solucionarlo y burocráticamente te dicen que tal departamento tiene que ver el cambio de domicilio y hace me tienen de hace muchos días , obviamente yo límite mi cuenta para no jugar y no entrar en tentación , siento que por momento no me quieren pagar mi dinero que gane legítimamente y les e proporcionado todo como debe de ser.

En otros casinos los procesos de verificación como mucho son de 5 días no más de eso , es la primera vez que la paso tan mal y obviamente el haber ganado determinada cantidad preocupa.

Dear cristianariel3333,

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

Please understand that KYC is a fundamental 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 physically seeing all of the players and checking their identification and documents, this is the only way gambling establishments can complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise if you submitted documents for verification with your old and new addresses as well?

Could you please list which documents you already provided to the casino and if the casino asked for any additional documents from you after you informed them about the address change?

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

Greetings again regarding the documentation, no, they have not asked me for anything at all, they have only told me that they have put the verification on hold until the associated department reviews it.

Of course I understand that the kyc has to be done safely I fully understand the issue is that they don't respond, they leave the verification paused and they do absolutely nothing and the days go by and go by, I am also guided by many comments and reviews precisely because of this guy of delays.

Saludos nuevamente con respecto a la documentación no , no me han pedido absolutamente nada solamente me han dicho que han dejado en pausa la verificación y hasta que el departamento asociado lo revise.

Por supuesto comprendo que el kyc hay que hacerlo de manera segura lo entiendo perfectamente el tema es que no responden dejan pausada la verificación y no hacen absolutamente nada y los días pasan y pasan , también yo me guío por muchos comentarios y rese?as justamente por este tipo de demoras.

Good afternoon, to make it clear, the documentation that you provide is the one related to the KYC verification, identity document, payment methods, selfie and proof of residence, from there on August 25 they told me that they paused the verification to verify the change of address, but they do not modify anything, the issue is that they still do not give an answer and they do not answer my emails

Buenas tardes , para dejar en claro , la documentación que proporcione es la que respecta a la verificación KYC , documento de identidad , formas de pago , selfie y prueba de residencia , desde ahí ellos el 25 de agosto me dijeron que pausaron la verificación para comprobar lo del cambio de domicilio , pero no modifican nada el tema es que aún no dan respuesta y no contestan mis emails

Thanks for your reply.

Does that mean that the documents you submitted on August 25 as proof of residence were with your new address only?

Have you received any updates from the casino regarding the situation since your last message?

When approximately have you changed your residence to a new address?

No, it means that they froze the verification until the corresponding department makes said change and from there they ask me for the documentation of the new address. It is worth noting that I notify them in advance that I had said change so that they can modify it, of course now I have been waiting for it to be please answer me and also to modify and in any case ask me for everything corresponding to modify the change of address, but well apparently mr.bet is famous for these practices of making you wait as long as possible for one to play the money again that won and lose it.

They tell me that according to their conditions they have up to a month to do that, it seems like premeditated abuse to me.

No , significa que congelaron la verificación hasta que el departamento correspondiente haga dicho cambio y de ahí me pidan la documentación del domicilio nuevo , cabe destacar que yo les avise con tiempo que había tenido dicho cambio para que lo modificarán , claro ahora llevo esperando que se dignen a contestarme y también a modificar y en todo caso pedirme todo lo correspondiente para modificar el cambio de domicilio , pero bueno al parecer mr.bet es famoso por estás prácticas de hacer esperar lo más que se pueda para que uno vuelva a jugar el dinero que ganó y perderlo.

Ellos me dicen que según sus condiciones tienen hasta un mes para hacer eso , me parece un abuso premeditado.

I fully understand your frustration.

Thank you very much, cristianariel3333, for providing the necessary information. I will now transfer your complaint to my colleague Tomas ([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.  

Hi cristianariel3333,

I've just reviewed your case and am very sorry that you came across such an issue. In order to help you resolve the problem, I will contact the casino.

I'd like to invite Mr Bet Casino to join this conversation and participate in the investigation.

Can you please provide us with any reasons for the delay in the completion of the KYC procedure which causes the problem with the withdrawal request for the player?

Thank you.

Regards,

Tomas

This goes from August 14 to the date, and every time I send documentation it is not 48 hours, there is always a delay of 4 or more days up to a week and then they reject it.

Esto va desde el 14 de agosto a la fecha , y cada vez que envío documentación no son 48hs siempre pasan 4 o más días hasta una semana de demora y luego rechazan.

Dear cristianariel3333,

According to the information from the responsible department, your documents were checked on 12.09, and at this stage, the correct document is still required to confirm the address. The previous document you uploaded did not show an address.

Dear cristianariel3333,

Can you please provide the casino with the correct document? The address must be visible.

Let me know once you do so. Thank you.

Kind regards,

Tomas

Greetings, good morning, in that case, since they have not yet modified my address on the page, I sent my social household registry where the previous address appears, my apologies if it was wrong, yesterday I sent the invoice or receipt for the water consumption of the apartment I rent and they also rejected it, the new address is specified in it but of course it is not in my name since we rent, all the tax receipts either come in the name of the owner of the apartment or specified as MR. RESIDENT and it was rejected, today I just sent them my tax folder to prove income from the INTERNAL TAX SERVICE where all my data and my address also appear, which they will surely reject, I hope not but I feel that they are giving me a lot of thought since the KYC system approves them, but they do not.

Saludos buenos días , en ese caso como aún no modifican mi dirección en la página , envié mi registro social de hogares donde figura la dirección anterior , mis disculpas si estuvo mal , ayer mismo envié la factura o boleta del consumo de agua del departamento que arriendo y tbien la rechazaron , en el mismo viene especificada la dirección nueva pero claro como no está a mi nombre ya que arrendamos , todas las boletas de impuestos o vienen a nombre del due?o del departamento o especificadas como SR.RESIDENTE y se rechazó , hoy mismo les acabo de enviar mi carpeta tributaria para acreditar renta del SERVICIO DE IMPUESTOS INTERNOS donde también salen todos mis datos y mi domicilio , que seguramente rechazaran , ojalá que no pero siento que me están dando muchisimas vueltas ya que el sistema de KYC las aprueba , pero ellos no.

Once again they reject my documentation, guys from casino guru, something like this has never happened to me playing in other online casinos, verification is understandable but this is extremely unfair.

They also reject my internal tax document.

Nuevamente me rechazan la documentación , se?ores de casino gurú jamás me a pasado algo así jugando en otros casinos online , se entiende la verificación pero esto es extremadamente injusto.

Me rechazan el documento de impuestos internos tambien.

Dear Mr Bet Casino,

Can you please specify what kind of document would you accept in order to verify the player's new address?

Thank you.

Kind regards,

Tomas

The rent for where we live with my family is not in my name but in the name of my partner, the receipts that arrive will not arrive in my name but in the name of the owner of the apartment or as specified by Mr. RESIDENT, the bank statements do not have neither domicile, I do not have associated services in my name.

Haber el arriendo de dónde vivimos con mi familia no está a mi nombre sino a nombre de mi pareja , las boletas que llegan no van a llegar a mi nombre sino al del due?o del departamento o como especifique SR.RESIDENTE , las cartolas bancarias no poseen domicilio tampoco , yo no tengo servicios a mi nombre asociados.

A few minutes ago they answered me and told me more types of documents, which I process by sending them a contracted home fire insurance, which is issued by an insurance entity here in Chile and paid with the bank through which I myself I have made transactions with MR.BET and with details of my address, data and document number, the system approves it, but I am afraid that they will surely disapprove it for whatever reason, they have me tired, this type of situation that one goes through is not fair when precisely the money that was earned was legitimate.

Hace unos minutos me contestan y me dicen más tipos de documentos , lo cual proceso a enviarles un seguro contratado de incendio de hogar , lo cual está emitido por una entidad de seguros de aquí de chile y pagado con el banco por el cual mismo yo e hecho transacciones con MR.BET y con detalle de mi domicilio , datos y número de documento , el sistema lo aprueba , pero temo que ellos seguramente por cualquier cosa lo van a desaprobar , me tienen cansado no es justo este tipo de situaciones que uno pasa cuando justamente el dinero que se ganó fue de manera legítima.

Dear All,

Verification was complicated by an application to change personal data under the GDPR. At the moment, the user’s personal data has been changed and the account has been successfully verified. 2023-09-15 withdrawal has been sent to the internal provider for payment processing, we kindly ask you to wait for the final processing status.

Thank you for the information, Mr Bet Casino.

Dear cristianariel3333,

Can you please update us once you have received the payment?

Kind regards,

Tomas

Greetings, indeed the account was verified after a month, as it is a large amount of money, the first of several withdrawals has already arrived, all that remains is to wait for the full payment and of course I will give a positive review in case of full compliance with the payments.

Saludos , efectivamente la cuenta se verifico después de un mes , cómo es una cantidad grande en dinero ya llegó el primero de varios retiros , solamente resta esperar el pago completo y por supuesto daré una rese?a positiva en caso del total cumplimiento de los pagos.

Dear cristianariel3333,

I'm glad to hear that. Can you please update us on the remaining amount left to be withdrawn?

Thank you.

Kind regards,

Tomas

There are two operations in progress, one of $1000000 clp and another of $100000 clp, however there is still a balance of $5335002 clp remaining to withdraw, the withdrawals are a maximum of $1000000 per withdrawal, in total with the operations in progress and the remainder of the website is $6435002 clp

Hay dos operaciones en curso una de $1000000 clp y otra de $100000 clp , no obstante aún queda un saldo de $5335002 clp restante para retirar , los retiros son como máximo de $1000000 por retiro , en total con las operaciones en curso y el restsnte de la web son $6435002 clp

Thank you for the information, cristianariel3333.

We can keep this complaint open to see how the payments are processed and if there are no issues. I will now extend the timer by another 7 days, and I will be awaiting your updates.

Kind regards,

Tomas

If perfect, it would be ideal for us to keep track, I am going to withdraw all the money, the account is limited to not bet so that will be the amount to withdraw.

Si perfecto , sería lo ideal para que llevemos un control , yo voy a retirar todo el dinero , la cuenta la límite para no apostar así que ese será el el monto a retirar.

So far they have been transferring, $2405752 is still missing, at the moment it is being fulfilled, as soon as everything is canceled I will be informing you.

Hasta el momento han ido transfiriendo , falta aún $2405752 , por el momento se está cumpliendo , apenas se cancele todo estaré comunicandoles.

Thank you for the information, cristianariel3333.

It seems we are soon closing the case as resolved. Kindly keep us updated on any developments.

Kind regards,

Tomas

Greetings, I want to tell you that all the corresponding payments have already been made, so we could now close the case and thank you for the management.

Saludos , les quiero comentar que ya se hicieron todos los pagos correspondientes , así que ya podríamos cerrar el caso y agradecerles por la gestión.

Dear cristianariel3333,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas