Mr Bet Casino - Играчът е изправен пред проблеми с проверката за теглене.

I was previously verified with the casino and have now used Jeton as a payment method. The deposit worked quickly, but they want me to verify the payment method for the withdrawal. They are asking for a screenshot with my name, email, Jeton account number, phone number, and residential address. However, I cannot provide this with Jeton because there is no page that shows all this information together. Therefore, I sent them two screenshots. One shows my name, account number, email, and phone number. The second one shows my name, account number, and residential address. They rejected this and insisted that everything should be on one screenshot. I can't verify myself now because it's not possible. I also contacted Jeton's customer service, and they confirmed that it's not possible.

Ich war zuvor beim Casino verifiziert und habe nun Jeton als Zahlungsmethode verwendet. Einzahlung funktionierte schnell jedoch wollten sie dass ich die Zahlungsmethode bei der Auszahlung verifiziere. Sie wollen ein Screenshot mit meinem Namen, E-Mail, Jeton Kontonummer, Telefonnummer und Wohnadresse. Das kann ich jedoch bei Jeton nicht machen, da es keine Seite gibt wo alle infos in einem stehen. Ich hab ihnen deswegen 2 Screenshots geschickt. Bei einem sieht man meinen Namen, Kontonummer, E-Mail und Telefonnummer. Beim zweiten sieht man meinen namen, kontonummer und wohnadresse. Dieses haben Sie abgelehnt und meinten dass alles in einem screenshot sein soll. Ich kann mich jetzt nicht verifizieren weil das nicht möglich ist. Ich habe auch mit dem Jeton Kundenservice geschrieben und sie meinten auch dass das nicht möglich ist.

Dear pso555, 

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 take KYC lightly and it might take a few working days to complete this thorough process. 

Could you please forward me the communication with Jeton customer support confirming that obtaining such a document as the casino requests from you is not possible?

Did the casino offer you any alternative ways to verify your payment method, such as submitting a verification video?

Have all your other identity documents been successfully approved during KYC?

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, 

Veronika

I attached the Screenshot with Jeton Chat

The Casino didnt give me any other options. They specifically want a screenshot with all the infos.

All my other documents got successfully verified 2 weeks ago. Its only my new payment method.

They sent me a mail today with the same requirements. I told them countless times that this isnt possible, but they ignore that always.

Thank you very much, pso555, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi pso555,

I've just reviewed your case and am sorry to hear about your struggles with verifying your payment method. I will try to help you by contacting the casino. We'll see what can be done once they reply.

Dear Mr Bet Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Are your requirements regarding Jeton wallet screenshots up to date? According to the player, it is not possible to obtain a screenshot that would contain all the information you require, it is supposedly confirmed by Jeton support, too.

I'm looking forward to hearing from you. If you have any supporting evidence, please send it to my email [email protected].

Kind regards,

Natalia

Dear Natalia,

We would like to inform you that the user's account was successfully verified yesterday and his withdrawal request has been processed by us and has reached the status of success. 

In case of questions, co-operation is welcome and we appreciate assistance in resolving complaints. 

Thank you for this positive news, Mr Bet Casino.

Dear pso555, can you please confirm if the status of your withdrawal request in your account is processed? Hopefully, it won't take much time until the payment gets into your wallet, though we usually recommend waiting 14 days after the payment is processed. Please, keep us informed about your issue.

Hello All,

the case can be closed. I got verified shortly after you guys invited mr.bet to join the case. Thank you for solving the issue.

Regards

Dear pso555,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Natalia