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On December 1st, I won €30,000 at Mr Bet and uploaded all my documents for verification three days prior. Since I need to update my address on my account, I've been getting only reassurances from support for over two weeks. I have uploaded documents multiple times, some of which have been rejected two or three times. My account has been under review for 10 days now, and the status hasn't changed. The support is friendly but mentioned that my account was subjected to a thorough review due to the address change. I'm very patient, but the support team can't even give me an approximate time frame for when I will receive my payout.

Ich habe am 01.12 bei Mr Bet 30.000€ Euro gewonnen und habe bereits drei Tage zuvor alle meine Dokumente zur Verifizierung hochgeladen. Da bei meinem Account auch eine Adressänderung vorgenommen werden muss werde ich seit über zwei Wochen nur vom Support getröstet. Ich habe mehrmals Dokumente hochgeladen die auch zwei, drei mal abgelehnt wurden. Seit jetzt mittlerweile 10 Tagen wird mein Konto überprüft und am Status hat sich nichts geändert. Support ist zwar freundlich, heißt jedoch durch meine Adressänderung wurde eine genaue Überprüfung meines Kontos veranlasst. Ich bin wirklich geduldig aber der Support kann mir nicht mal ungefähr sagen wielange es dauert bis ich meine Auszahlung erhalte.

Dear Mimi1710,

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.

• Could you please list which documents you have already provided for verification and when exactly did you send the last one of the documents?
• Was your previous address verified?
• When did you inform the casino of a change in your address?

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,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello Thomas,

Thank you for processing my request so quickly!

On November 30th I uploaded a photo of my ID, my debit card and my credit card, as well as proof of address, but it was not accepted.

Support then informed me that my old address was still stored in your system.

I then uploaded a bank statement and a credit card statement with my current address again. These were both rejected. I then uploaded an electricity bill, which was also rejected once. I uploaded the last document on December 4th, also an electricity bill, but directly as a PDF. Since then I have been waiting for the verification to be completed so that the payout can be processed. In the meantime, the winnings were on December 1st, 2024. Before that, my account had not been verified. However, over a period of about a year, I had repeatedly received small amounts (€300-900) successfully. Is it normal that the verification can take so long?

Hallo Thomas,

danke für die rasche Bearbeitung meiner Anfrage!

Ich habe am 30.11 ein Foto meines Ausweises, meiner Bankomatkarte und meiner Kreditkarte hochgeladen, sowie einen Adressnachweis der jedoch nicht akzeptiert wurde.

Daraufhin wurde ich vom Support darauf aufmerksam gemacht, dass bei Ihnen noch meine alte Adresse im System hinterlegt sei.

Daraufhin habe ich noch einmal einen Kontoauszug und eine Kreditkartenanrechnung mit meiner aktuellen Adresse hochgeladen. Diese wurden beide abgelehnt. Daraufhin habe ich eine Stromrechnung hochgeladen die auch einmal abgelehnt wurde. Das letzte Dokument habe ich am 04.12 hochgeladen, auch eine Stromrechnung nur direkt als Pdf, seitdem warte ich darauf, dass die Verifizierung abgeschlossen wird damit die Auszahlung bearbeitet werden kann. Der Gewinn war in der Zwischenzeit also am 01.12.2024. Davor war mein Konto noch nicht verifiziert. Hatte jedoch über den Zeitraum von ca. einem guten Jahr immer wieder kleinere Beträge ( 300-900€) erfolgreich ausgezahlt bekommen. Ist es normal dass die Verifizierung solange dauern kann?

My last document was rejected again 2 days ago because I got the message again that the PDF had been edited by an editor. I have now printed out the electricity bill to verify my address and taken a photo of it. Since then I have been waiting again or have been put off by support. I really hope that this is the end of it now because support tells me that it is only a matter of verifying my new address and then they can pay out.

Mein letztes Dokument wurde vor 2 Tagen nochmal abgelehnt, da wieder die Meldung gekommen ist, die PDF wurde von einem Editor bearbeitet. Ich habe die Stromrechnung zur Verifizierung meiner Adresse jetzt ausgedruckt und ein Foto davon gemacht.Seitdem warte ich wieder bzw. werde vom Support vertröstet. Ich hoffe wirklich dass es nun damit erledigt ist, da mir der Support sagt es gehe nur mehr um die Verifizierung meiner neuen Adresse und dann können sie auszahlen.

My account was finally verified today after daily contact with support!!

I am now waiting and hope to receive the payouts as soon as possible!

Thanks & I'll keep you updated

Mein Konto ist heute nach täglichem Kontakt mit dem Support endlich!! verifiziert worden.

Ich warte jetzt und hoffe die Auszahlungen so schnell wie möglich zu erhalten!

Danke & ich halte euch auf dem Laufenden

Dear Mimi1710,

Thank you very much for the positive news.

We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

To date, my payout has not been processed. On Monday I was told it would take up to 72 hours. I contacted support again today and asked after the 3 days had already passed. I'm currently being put off again by saying that they have so many requests at the moment, etc.

Bis dato wurde meine Auszahlung noch nicht bearbeitet. Am Montag wurde mir mitgeteilt es dauert bis zu 72 Stunden. Habe heute wieder den Support kontaktiert und nachgefragt nachdem die 3 Tage bereits vorbei sind.Werde aktuell wieder vertröstet, dass sie momentan wieder so viele Anfragen haben etc.

Thank you very much, Mimi1710, for providing the necessary information. I will now transfer your complaint to my colleague Romi (romana.r@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear Mimi1710,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Mr Bet Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Mr Bet Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

Hello, I received my first €5,000 yesterday...the remaining payments of €5,000 per week have not been processed yet, but I'm in good spirits and hope everything works out now!

Hallo ich habe gestern meine ersten 5000€ erhalten…die restlichen Auszahlungen a‘ 5000€ pro Woche sind noch nicht bearbeitet aber ich bin guter Dinge und hoffe es klappt nun alles !

Hello.

Dear Mimi1710,

Thank you for the update.

Please let us know whenever you receive the full amount, so we can close the complaint.

Thank you in advance.

Romi

Dear Mimi1710,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear Casino Guru team,

I have received 3 payouts of €5000 so far...according to Mr. Bet, the next payouts will be possible from February due to the limit.

I'll keep you updated

Liebes Team von Casino Guru,

ich habe bisher 3 Auszahlungen a‘5000€ erhalten…die nächsten Auszahlungen sind laut Mr. Bet aufgrund des Limits ab Februar möglich..

ich halte euch auf dem Laufenden

Dear Mimi1710,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear Mimi1710,

Has there been any update regarding your withdrawal, please?

Thank you.

Regards,

Romi

Hello,

I have now received all payouts!

thank you very much for your efforts 😊

Hallo,

ich habe nun alle Auszahlungen erhalten!

vielen lieben Dank für eure Bemühungen 😊

Thank you, Mimi1710, for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.

Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are 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, 

Romi

Casino.Guru