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I have diposit 20 euro I have played slot game I have hit jackpot 2500 euro i made 2600 and withdrawal day 20 -10 -24 from then now they ask verification I provide my identity passport residency card address proof proof of diposit proof of withdraw accojnt pay slip and work contract everything 6 times repeating my account is on Mr bet I have several proof if you as to show me proof of everything

Dear PRAKASH6535,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

They money that I make their is real money without bonus or anything When I am going to be verified although I have forwarded all my documents

Name email phone number address registered in this account my date of birth registered

Provided following documents

Identity passport

Address proof

Proof of diposit via mb way registered cell number

Withdrawal Registered account Skrill

What more I can do all genuine and mine documents I have provided them no and response last time they keep asking proof of payment I have send multiple proof of payment by my name account address and transaction date included

Date 20 oct I win I make withdraw I am asking verification from day 21 I have provided many documents to support me registered account registered email registered cell number registered ip address I am using this app for almost 9 month bank supporting documents my name my address my diposit my verified skrill account with same email identity passport a selfie what more I have to do then this

They again rejected my documents in their page they have a information of your documents is need to valid atleast one month on my submission it is valid more than one but it's okay I will tell them I will renew my id and submit again I have proof of payment with time date and transaction and merchant including but they rejected ok when I received my new renewal id I submit with transaction of online payment and statement of bank let's see what they are going to do his time if they didont solve my problem let's see I hope you will help me withdrawal after

They communicated with me saying that we need your valid id and bank statement of diposit although my previous was valid for one month but I already have renew and I waited to receive my new id it would take more 15 days when i received and I am going to submit let's see what they are going to say this time when I upload everything what they ask

Dear PRAKASH6535,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

No the withdrawal is not done yet they keep asking id as they says my id expired on Nov 30 I uploaded my id from before submiting case here they are now saying your id is valid just for month so I need to give valid id where they just need to have one month valid id which I have before although it's now November 30 they have right to say your is not valid and in addition they ask my bank statement transaction details of payment which I already have now which they ask day 20 -10 oct payment of 20 euro on that day so in my statement it's all diposit go on day 21(Sunday) oct because value day was 20 -10 and day 21 in transaction date of October because bank didn't do transaction on day off (not working day) although I have more prove to show that like scree shot of payment with my card number my name so I hope after submitted those they give me if they didn't give me it's a scam

I have uploaded my payment of proof of all needed documents with monthly bank statement where all diposit on casino visible clearly there was my name address and bank details and also I have attached my passport which is valid until 30 November they again rejected my documents I ask clearly details about my case to give me which they approve or which one they rejected I didn't receive any confirmation I have given from day 20

Passport

Selfie

Proof of address

Proof of payment

Work contract payslip

And about my id their terms and conditions says that it should be valid at least 1 month when I give my id before 1 month date 25 oct in clear readable they rejected by saying it was just valid for a month although I have renewed it waiting for to print my new id and recieve I tell them after this expires I would re verified my id again on this casino but as I submit my id on day 25 as per theirs terms they should have to accept it until 30 nov and ask another on 30 November which I don't feel good here

And a lot of patience so called casino which refuse to pay back to the costumer after provide every proof

I hope you help me I have many proof of it if you ask I will provide as well there is no any reason left to rejected and unverified my account

Thank you PRAKASH6535 for all the information provided. I will now forward your complaint to my colleague Katka (katarina.d@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear PRAKASH6535, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite Mr Bet Casino representative to join this conversation. 

Dear Mr Bet Casino, could you please provide more information about this case? 

Looking forward to your reply.

Dear Katarina,

The most recent update to the document status in the system was on 2024-11-08. The reason for rejection is that the user uploaded a proof of identity that will expire in a month, and we cannot accept such a document.

No worries the new id is issued already ready to receive as soon as I receive my new id I will immediately upload also I would like to inform that my id is valid until day Nov 30 so I hope in the meantime I have right to upload my new id because as the time frame on casino verification page they ask documents should be valid for one month may the casino should have to know when I submit my id there from day 20 oct which is valid more than one month ..once again if id is a problem it should be uploaded on verification tab as soon as I receive thankyou

Dear PRAKASH6535, 

thanks for the update. Please let us know once you upload your new ID.

Today day 20 November 1.07pm I have uploaded my id with validate.

Thanks for the update, PRAKASH6535.

Dear Mr Bet Casino,

have you received the required paperwork, please? Is there anything else you may need?

I would like to inform that my account is verified and after verified I instantly received 50 euro which is withdrawal from oct 29 and the first withdrawal which is 2550 euro of day 20 October is in process let's see if I received that amount on my same skrill account I will informed an update regarding this

Dear Katarina,

The user's account has been verified. The withdrawal has now been processed by us and sent.

Day 22 Nov 17:22 I still didn't receive in my skrill account rest of fund in app it's showing only in process from 2 days

So day 24 Nov they said in email they failed the transfer whereas it's the same withdrawal method for my withdrawal where I received my last withdrawal of 50 euro after successful verified so now I made 5 withdrawal requested

1 Skrill 1000

2 master card 1000

1 Skrill 550

Let's see how it going to be failed again I have attached

Thanks for the update, PRAKASH6535.

Have you requested another withdrawal as suggested?

Yes I have requested and I add my master card they again ask me to verify my card details which I already submitted today they keep pending my withdrawal again saying verification were my id is totally verified and I received one of withdrawal of 550.66 through skrill and I have 1000 euros on skrill that is verified and I still didn't receive

And 500and another 500 with my mastercard they email me to send my card I uploaded again and now they again said you need to wait for verification to processed withdrawal remaining of 2000 I understand 1000 but another is the same skrill why they don't want to pay again starting verification

They blocked my account and I didn't receive the fund yet

Thanks for the update, PRAKASH6535.

Dear Mr Bet Casino,

could you kindly provide further details about the current situation?

I would like to tank Mr bet and casino guru my withdrawal successful receive

Dear Katarina,

The withdrawal request of the user was successfully processed by our side yesterday and was moved to the status of ‘success’, considering the last comment in this thread, the user also received his winnings. 

User's account is blocked under rule 3.9.2

Thank you for your co-operation and in case of questions we are always happy to help. 

Dear Mr Bet Casino,

thank you for your cooperation and help.

Dear PRAKASH6535,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Katarina Duboak

Casino.Guru