Mr Bet Casino - 인증 문제로 인해 플레이어의 출금이 지연되었습니다.

My issue concerns verification. I have been asked to send a type of document that contains my full name, account number, and transaction details. However, in the virtual account app for Mach, this type of detailed record doesn’t exist. Every time I attempt to upload my documents, they are rejected, stating that one or more documents from my payment method do not qualify. I would receive messages that my documents were rejected, and customer service says they are under review and that I need to wait. They insist I send a statement, as I described earlier. I have exhausted all possibilities with my bank, which informed me that there is nothing in their virtual app that meets these conditions. The closest thing to what they requested is a sample showing my first name, my account number, and below that, the last three transactions made in my virtual app. Therefore, my bank provided me with certificates proving I am the holder of my virtual and visa accounts, along with payment receipts for the transactions requested by the casino. This is what I submitted, but their verification portal keeps rejecting it. I have no other documents to send, as I have already exhausted all options with my bank. Below, I am attaching the documents I have. Thank you very much.

Mi problema es el de la,verificación se me ah pedido que envíe un tipo de documento que contenga mi nombre completo número de cuenta y detalle de movimiento lo cual en la,aplicación de mi cuenta vista virtual mach no posee ese registro con el detalle que insiste la ventana de verificación del casino por lo cual cada,vez que intente subir mis documentos estas los rechazaba diciendo que uno o más documentos de mi medio de pago califican lo cual llegaban mensajes que fueron rechazados y el servicio al cliente dice que están en revisión que debo esperar e insisten que debo enviar una cartola como describí anteriormente lo cual agote las instancias con mi banco el cual me indico que no hay en su aplicación virtual algo que reúna esas condiciones en su aplicación lo más cercano a eso es una muestra donde sale mi primer nombre , más abajo mi número de cuenta y más abajo los últimos 3 movimientos efectuado en mi aplicación virtual por lo cual mi banco me entrego certificados de que soy titular de mi cuenta vista y visa virtual más los bauchers de pago del movimiento que me solicito el casino esto es lo que envíe y en su portal de verificación se rechaza no poseo otro antecedentes que enviar como ya detalle ya agote instancias con mi banco acontinuacion les adjunto los antecedentes que poseo muchas gracias

Dear Dec1940,

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.

• Do I understand correctly that verifying your bank statement seems to be the only obstacle?
• Have you provided any other documents and have they all been approved?

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,

Kristina

As I repeat, there is no document in my virtual mach app that meets the requirements that you request but in my statement of my application there is my first name in this case David, then my account number which is 777012668747 cta vista bci and then more Below are my last three movements made this month plus the other screenshots where the amount of 20,000 clp that you are requesting from me is clearly identified, plus my certificate from the bank. If that doesn't help you, I don't know what else can make my ownership of my documents clear to you. Since my bank in its app does not have anything on its platform, since you insist on requesting these documents, I left them in your verification portal and they were rejected, I am not willing to send anything more than what I already provide since I do not have any other different document I have to provide advice on how I can send them the conversation records with the customer service chat where I explain my case in detail and they keep asking me and suggesting that I send documents that my app does not have and I do not have an online banking service for this It is only for the virtual app of the mach application since it is a prepaid account.

Como vuelvo repetir no hay un documento en mi app virtual de mach que reúna los requisitos que ustedes solicitan pero en mi extracto de mi aplicación esta mi nombre de pila en este caso David acontinuacion mi número de cuenta que es 777012668747 cta vista bci y luego más abajo mis últimos tres movimientos efectuados este mes más las otras tomas de pantalla donde esta claramente identificado el monto de 20.000 clp que ustedes me solicitan más mis certificado del banco si eso no les sirve no se que más les puede dejar claro mi titularidad de mis documentos ya que mi banco en su app no tiene nada en su plataforma como ustedes insisten en solicitar estos documentos los deje en su portal de verificación y fueron rechazados no estoy dispuesto a enviar nada más que lo que ya proporcione ya que no tengo ningún otro documento diferente que proporcionar consulta como les puedo hacer llegar los registros de conversaciones con el chat de atención al cliente donde explico con detalle mi caso y me siguen preguntando y sugiriendo que envíe documentos que en mi app no posee y no tengo una banca en línea de asistencia esto es solo por la app virtual de la aplicación mach ya que es una cuenta prepago .

Thank you very much for the casino management, Mr Best complied and I verified my account and transferred my winnings to my account

Muchas gracias por la,gestión casino mr Best cumplió y ya verifico mi cuenta y transfirió mis ganancias a mi cuenta

Dear Dec1940,

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,

Kristina

Casino.Guru