Mr Bet Casino - Pelaajan kotiuttaminen viivästyy vahvistusongelmien vuoksi.

Timeline of Events:

March 26, 2025: I attempted to withdraw my winnings, but was unexpectedly asked to complete a second round of verification—despite having already verified my account and received previous payouts.

I was asked to submit a screenshot of my February 25th deposit of $200 from my RBC account showing my name. I submitted this, and it was rejected with the claim that my name was not visible. However, the screenshot did include my name.

On March 3rd, I was told to submit a PDF bank statement or screenshot from online banking clearly showing:

My name

The transaction

The date (2025-02-25)

I waited until March 17th, when my bank (RBC) issued the full PDF statement, which I submitted immediately. This document showed my full name, the $200 deposit, and the transaction date.

March 19th: Mr. Bet support informed me that the verification was still ongoing and to continue waiting.

Most recently, I was told my PDF bank statement was rejected again—this time because it did not include a transaction timestamp. Royal Bank of Canada (RBC) does not include timestamps on individual transaction entries—only the date. This is standard practice, and using it as a reason to withhold payment is unreasonable and seems intentionally obstructive.

Concerns:

I have submitted valid, legal documentation multiple times.

Each time, the casino has added new or arbitrary verification requirements, now making it impossible to comply.

I believe this is a form of withdrawal stalling—a tactic used to delay or deny payout in bad faith.

This practice is misleading, unethical, and violates fair play and responsible gaming standards.

Request:

I kindly ask Casino Guru to review this case and assist in ensuring Mr. Bet processes my withdrawal without further unreasonable delays. 

Dear frosie4,

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.

Did you accumulate your winnings with or without an active bonus?

Could you please provide the screenshot and the PDF bank statement?

Could you please share your communication with the casino regarding the verification? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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,

Dominika

Hi there. Thank you very much. I have emailed you everything you requested. Winnings were accumulated without an active bonus.

They continue to stall. They will not accept the official bank statement. They recently stated:

"I understand that this situation may be frustrating, and I’m truly sorry for any inconvenience you’re experiencing. Our goal is to make this process as smooth as possible for you.

At this time, we are still waiting for the transaction proof of your Interac payment (200 CAD deposit from 2025-02-25 and your name there) to verify your account. Once uploaded to the verification page, we can proceed with finalizing your verification. We know this may feel like an extra step, but it’s an important part of ensuring the security of your account and transactions."

The bank statement was uploaded in March 15th.

Dear frosie4, have you provided the casino with the original PDF document that was directly downloaded and not scanned?

Yes, I have provided them the pdf download of the bank statement. They then asked for a timestamp of a specific transaction which is not possible to see on the bank statement. I went in to the bank and they printed me a document showing a timestamp which I scanned and sent to them. It is not possible to send an original pdf of the timestamp transaction as the bank could only print it for me.

Thank you very much, frosie4, for providing the necessary information. I will now transfer your complaint to my colleague Martina (martina.b@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 frosie4,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Mr Bet Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player has not been yet verified?

Thank you in advance for providing the information.

Thank you. This morning I received the following email from Mr. Bet:

"I hope you're enjoying your day!

I completely understand how frustrating this must be for you. I truly appreciate all the effort you’ve put into this, and I want to make sure we get this resolved as quickly as possible.

Please, be updated that I've passed your PDF document to my colleagues for further check, and I hope that soon I get a response 🙏

For now, I kindly ask you for patience 😊

Have a nice day!"

Dear frosie4, things are moving! That´s great! Thank you for the update. Please keep me in the loop.

I hope so. I have already had similar responses along the way!

Dear Martina,

Unfortunately the user has sent us a scan of a document that does not have the requested deposit on it. Verification can be successful as soon as the user sends us a document with the requested deposit.

Dear Frosie4,

Earlier you mentioned that you do not have another document. 

Since you used the Interac payment method, please clarify if you have an email with confirmation of the deposit of 200 CAD for 25.02? If so, please send us a screenshot of this email.

This is not true. The document has the $200 payment and transaction number listed on it. This document was printed for me directly from my bank. I also sent you the official bank statement. I also sent you screenshots of the transaction.

Thank you guys for cooperating!

Dear frosie4, could you please send the documents according the casino´s request to them but also to me ( martina.b@casino.guru )?

Thank you

I have been cooperating from the beginning with providing every document they have asked for. I would appreciate cooperation from this casino in return.

Every document I have provided shows proof of who I am and of this transaction. I do not have the emails anymore as it's been over 30 days and they have been deleted. It would have been appropriate to request the email sooner. Deleted emails are automatically deleted after 30 days in Gmail. Why was I not asked for the email transaction first? I have done everything they have asked In order to receive the $7500 in winnings.

And so, I have now requested proof of this transaction directly from Gigadat - showing the amount and date paid from my account to this casino. I also requested another document from my bank with the following info regarding the transaction:

12-digit, CASE sensitive Reference Number starting with "CA1MR"

I will send this to you once I receive it. Thank you.

Dear frosie4,

thank you for the finding other ways to prove what casino needs.

According to the email that you send me about the email sent to you by casino, I would try to give them some time to get the respond. At least we know, that things are moving!

I truly understand your patience.

Mr Bet Casino, please let us know as soon as possible.

I requested my bank's investigation group to investigate this transaction and provide me with the paper work. The banks Investigations Group of email money transfers sent: completed deposit of $200 on February 25 was requested and provided to me. I have sent this privately to you and to this casino.

Dear Martina,

Yesterday, the user emailed us the document and we forwarded it for verification. We are doing our best to get an update as soon as possible. Thank you for your patience.

Dear Martina,

If the user sent you the same document as us, you can also see that the user's name is missing on the document and also it is not a photo of the original or an original pdf, but a scan.

We kindly ask the user to re-upload the new document to the verification page showing the 200 CAD Interac transaction from 25.02.25 with the user's name on it.

Or, if the user has an email with confirmation of the deposit of 200 CAD for 25.02 - they can send us a screenshot of this email.

As mentioned previously, the email has been deleted. I am again asking you why you did not ask for the email over 30 days ago?

I can take a photo of the document as it was provided to me. But now you are saying you will not accept it because it doesn't have my name on it. This is what the bank provided. The previous document I provided had the same transaction on it and did have my name on it. Also provided directly by my bank. I also have sent you the transaction email from my bank of the original deposit.

Why do you continue to stonewall me? I have jumped through every hoop you have asked. And had you asked for the email transaction over 30 days ago, I could have given it to you then. Gmail automatically deleted emails after 30 days from the deleted box.

Casino Guru. I implore you to assist with this. Every documentation provided has been rejected for one reason or another! I have provided every document to prove who I am and that this transaction came out of my bank account.

Dear Mr Bet Casino team and frosie4,

we have received the original pdf of the bank statement from the player few weeks ago. We have it saved, so I am going to forward it to both of you on your email addresses.

I hope It is what you guys need

Please Mr Bet Casino, let me know if you have receive it.

Thank you

Dear Martina,

we haven't received an e-mail from you yet. You can always contact us by complaints@mr.bet

Thank you for your attention and participation.

Thank you for letting me know. I have sent it again on the provided email address..

Please inform me when you receive it .

Thank you

Update from Mr Bet:

"Thank you very much for sending us the document, we have forwarded it to the relevant department. As soon as there is an update, we will immediately notify you.

In case of clarifications and questions, we are always ready to cooperate"

So, we wll see

Thank you Martina. I had sent the pdf. And statement to them in the middle of March- of which they denied as proof. So it feels hopeless that any winnings will be paid- but had no problem taking my deposits.

Dear frosie4,

let´s not lose hope just yet! We will wait for them to evaluate it and give us a statement.

Dear Martina,

we asked earlier for a screenshot of the deposit confirmation email, but the user replied that he deleted the email.

In this case we ask the user to contact the bank and get a detailed receipt for the requested deposit: the 200 CAD Interac transaction from 25.02.25 with the user's name on it.

Dear frosie4,

Can you please contact the bank? To settle this out?

I already have. And they provided me a print out of the transaction with all my info on it. This was sent to them and to you previously.

They provided me a print out and the transaction is on the print out of which I scanned as a PDF and sent to them. They would not accept it and said they needed to see the time stamp. Which my bank sent to their investigation team. They then printed me off that specific transaction but it doesn't have my name on it. And the casino didn't it accept that. But they can cross reference the time stamped transaction with the first document.

What else am I able do to? This casino had no issues taking all my deposits and I have sent everything to them - one ongoing request at a time- only to be denied over and over again.

Dear frosie4, what I would suggest you to do, is to ask your bank again to give you detailed receipt for the requested deposit: the 200 CAD Interac transaction from 25.02.25 with your name or your account number on it. But this time let not ask them for all 3 200CAD transactions, but only the one they need, only that one, which you deposited into their casino. Because if you asked them for specific transaction it usually contains more information/details and even your bank account number or name. And it should be given to you in PDF file.. and I would also send to the casino a screen shot of the email that you receive from the bank.

Please send it to me too. Thank you

Thank you.

Please let me know, when you send it. Thank you frosie4

Dear frosie4,

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.

My bank said that the document I require with the date and time stamp is the document they already provided which lists all the transactions l, has my name in it, and the bank info. On this document there is ONLY one transaction with the specific date and time stamp that Mr. Bet is asking for. So- It does not make sense in why they keep asking for more information.

Dear frosie4,

I understand you may feel frustrated about your delayed withdrawal. However, the casino doesn´t have the luxury to see you in person and verify your documents personally, to ensure the funds go to the right owner, I would recommend that you comply with the casino´s request for extra documents for verification.

Can you maybe just try to get pdf file from your internet banking showing the details of that particular transaction? (But I am positive that for the bank it shouldn't be a problem to give you detailed information about that particular transaction. It's a very common procedure.

Or did you already send it to the casino?

Dear frosie4,

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.

I will try again with the bank. I have sent an email asking for a specific transaction to include everything this casino is asking for and I have not heard back from them.

I will go into the bank in person next week and try to get this specific info once again.

And what assurance do I have that Mr. Bet will even honour this request when they have not honoured any of the other multiple requests? I do not trust them or their process at this point. It feels like they will keep pushing back, trying to wait me out so I give up and they do not have to pay the $7500 of my winnings.

Dear frosie4,

I understand you may feel frustrated about your delayed withdrawal. However, the casino doesn´t have the luxury to see you in person and verify your documents personally, to ensure the funds go to the right owner, I would recommend that you comply with the casino´s request for extra documents for verification.

In case you have any questions, don´t hesitate to contact me. Once you upload all of the documents, please let me know.

Waiting on documents.

I am still waiting on my bank. Thank you.

Dear frosie4,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Martina
Casino.Guru