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Dear Sir/Madam,

I have been a long time member of Mr. Bet and have always had good experiences. However, I have now had to verify myself for the third time and this time it's not happening. This is in regard to a withdrawal amount of 1000€. The required documents (proof of payment method) were uploaded again but were not accepted. The feedback I received stated that my name and address were missing. Yet, the document I provided is an official statement from my bank related to my account. I'm not sure what else I'm supposed to do? Supposedly, even screenshots are acceptable ... but they are not working either.

Sehr geehrte Damen und Herren,

Ich bin schon lange bei Mr. Bet und hatte bis jetzt auch immer gute Erfahrungen. Jedoch musste ich mich jetzt zum 3ten mal insgesamt Verifizieren und dieses Mal will und will es nicht klappen. Es geht um einen Auszahlungsbetrag von 1000€. Die geforderte Unterlagen (Zahlungsmethodennachweis)habe ich auch dieses Mal hochgeladen, werden jedoch nicht akzeptiert. Aussage: Name und Anschrift von mir würden fehlen. Es ist jedoch ein offizieller Beleg meiner Bank von meinem Konto. Was soll ich denn noch tun? Angeblich würden auch screenshots reichen … aber das tun sie auch nicht.

Dear michaeljubelt,

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 the payment method seems to be the only obstacle standing between you and your winnings?
• Have you provided all the other personal documents to verify your identity?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

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 Petronela,

many thanks for the quick response. Yes, unfortunately it is only due to this bank statement/proof. What puzzles me is that I had already verified the account again about six months ago. It seems to me as if they wanted to deliberately drag it out so that the winnings would be lost again beforehand.

Hallo Petronela,

vielen Dank für die schnelle Antwort. Ja, es liegt leider nur an diesem Kontoauszug/Nachweis. Was mich eben stutzig macht, war dass ich das Konto vor ungefähr einem halben Jahr schon einmal wieder verifiziert hatte. Mir scheint es, als wollte man es absichtlich in die Länge ziehen, damit der Gewinn vorher wieder verspielt wird.

🙂 The account has now finally been certified by a very friendly support employee. Thanks for everything ☺️

🙂 Konto wurde jetzt letztendlich durch einen ganz ganz freundlichen Mitarbeiter vom Support zertifiziert. Danke für alles ☺️

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, michaeljubelt, for your confirmation, and please don’t 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,

Petronela

Casino.Guru

The entire team at Casino.Guru wishes you numerous joys and success throughout the entire year of 2024. May all your dreams come true.