I have been trying to withdraw my winnings since August 9, 2023. The verification process was a huge ordeal, I was uploading documents that should not be asked of an online casino. There was a huge issue with verifying my bank card and they would not accept a letter from my bank signed and stamped stating the card was mine. Now, the issue is that I moved recently and although they finally just verified my account on August 25, 2023, they still will not let me withdraw until my address is changed. It has been over a week now of them saying it is being sent over to the appropriate department and that we have to wait just a bit longer, but with no answer as to how long. An address should not affect the withdrawal process whatsoever, but yet this casino seems to think that it’s of the highest security. I am starting to believe that I have been scammed and I will never receive my money.

Hello Ttenn,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Mr Bet Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not, or is it the new address only? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

We first submitted documents on August 9 for the verification. Although it took 5 times and several emails and messages on their website, if finally got approved on August 25. I had to literally explain to them that I was giving them all of the required information, they ended up using the same documents that I had already submitted multiple times to verify my account. Now, they are saying that even though I am verified, I still cannot withdraw my money until my address is changed. I have messaged with them at least 6 or 7 times, with the last time being yesterday, asking how long the process is supposed to take and they just keep saying that it will be sent to the appropriate department and for me to just wait a bit longer.

I also should add that when they approved my verification, the document they used, which was my utility bill for my new address not my old address.

Thank you Ttenn for all the information provided so far. I will now forward your complaint to my colleague Natalia ([email protected]) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi Ttenn,

I've reviewed your case and am sorry that you came across such a problem with the change of your address. I'll try my best to help you with the issue by contacting the casino and we'll see what can be done when they reply.

Dear Mr Bet Casino, I'd like to invite you to participate in the resolution of this complaint. Can you please share more information regarding the case? Can you confirm you have received all the necessary documents to proceed with the change of the player's address? When can the player expect it to be done?

If you have any supporting evidence regarding the payment methods used by the player, please send it to my email address [email protected].

Looking forward to hearing from you!

Best regards,

Natalia

The change of address was finally complete yesterday afternoon and we were paid our winnings.

Thank you for the updates, Ttenn. That's great to hear your issue was finally resolved! I will now mark your 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,

Natalia

www.kpvfaw.com