Mirror Bingo Casino - Igrač se bori da verifikuje svoj nalog.

Every time i tried to withdraw, they asked for docs, even though i had provided over 5 times.

They now show my balance as zero

Hello wegoesboom,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Mirror Bingo 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? 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

Thank you so much.

It's been going on since 1st September 2021. They must have had all my docs at least 5 times.

They have had bank cards, passport, bank statements, p60.

The last time i messaged them was a month ago, asking where my balance was.

The reply..... PLEASE SEND ID DOCS

From going back over my emails, it appears that, conveniently, just after a game malfunction that cost me several hundred pounds, to which I made a complaint, they blocked me. As is the same with several other casinos.

I also have emails stating I am fully verified, but then upon withdrawal request, They request verification yet again.

Hello wegoesboom,

Can you please forward your communication with the casino to nikolas.b@casino.guru?

FORWARDED

Were the emails sufficient?

Hello wegoesboom and thank you for the e-mails. I will now forward your complaint to my colleague Adam (adam.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

MANY THANKS

Hello wegoesboom,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Mirror Bingo Casino to join the conversation and participate in the resolution of this complaint.

Dear Mirror Bingo Casino,

Can you please provide an update on the status of the player's account and clarify the situation regarding the associated balance?

Kind regards,

Adam

Hello wegoesboom,

I have received a response from the casino via Skype stating that the customer service team would supply you with the necessary service and that they could supply us with no further information regarding individual cases.

Can I ask if there has been any progress regarding your account?

Kind regards,

Adam

Hi,

I have had no communication from them.

Dear wegoesboom,

I am sorry to hear you have had no further response. As the casino is unable to share any information regarding individual cases with us there is not much we can achieve. As a result, the complaint will now be closed as 'unresolved'.

I will mark the complaint as 'unresolved' in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

In the meantime, I recommend you to contact the eGaming Compliance Services Limited (eCOGRA)- Alternative Dispute Resolution service (www.ecogra.org/ata/dispute.php ) and submit a complaint to them. It may have better options and tools to help players. Please let me know if you need help with filling out the form or how eCOGRA responded if you do this on your own (adam.m@casino.guru).

I wish I could be of more help.

Best regards,

Adam