Mr Bet Casino - Pelaajan kotiutus on viivästynyt.

Good day,

I submitted all the required documents on October 31, 2025. I requested a payout of €4,000 and cancelled the payout after a week without any result. Due to the delay, I lost some of my money.

I won another €5,000 yesterday and requested another withdrawal. I hope it doesn't take another week this time.

I have been playing on your platform for 5 years and have always done everything correctly. All my documents – ID card, bank card, bank statement, and proof of address – are current and genuine. These documents are accepted at every other official institution.

If your company is reputable, I expect you to process my payment now.

Guten Tag,

ich habe alle erforderlichen Dokumente bereits am 31.10.2025 eingereicht. Ich habe eine Auszahlung von 4.000 EUR beantragt und nach einer Woche ohne Ergebnis die Auszahlung storniert. Durch die Verzögerung habe ich einen Teil meines Geldes verloren.

Vor einem Tag habe ich erneut 5.000 EUR gewonnen und eine neue Auszahlung beantragt. Ich hoffe, dass es diesmal nicht wieder eine Woche dauert.

Ich spiele seit 5 Jahren auf Ihrer Plattform und habe immer alles korrekt gemacht. Alle meine Dokumente – Ausweis, Bankkarte, Kontoauszug und Adressnachweis – sind aktuell und echt. In jeder anderen offiziellen Stelle werden diese Dokumente akzeptiert.

Wenn Ihr Unternehmen seriös ist, erwarte ich, dass Sie meine Auszahlung jetzt bearbeiten.

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Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m truly sorry to hear about the difficulties you’re experiencing.

Please understand that KYC (Know Your Customer) verification is an important and mandatory process designed to ensure the security of both players and the casino. Since online casinos cannot verify identities in person, this is the only way to confirm that the account and funds belong to the rightful owner. Licensed and reputable casinos treat this step with great care, and although it can sometimes take a few working days to complete, it is carried out to protect you and prevent any misuse of your account.

To better understand your situation and move the process forward, could you please provide the following details:

1. Which documents have you already submitted to the casino, and when exactly did you send the most recent one?
2. Were you able to submit all required documents promptly and in the correct format?
3. Has the casino requested any additional documents recently, and if so, which ones?
4. Are there any documents in your account that are currently pending verification?

I truly hope we will be able to help you resolve this matter as quickly as possible. Thank you in advance for your reply and cooperation.

Best regards,

Veronika

Hello Veronika,

Yes, I have already submitted all the required documents — my ID, bank card, bank statement, electricity bill, and proof of address.

Some of them were accepted, but others were not, even though they are clear and valid.

The last time I uploaded my documents was a few days ago. The system shows that some files don’t meet the "quality requirements," but the same documents were accepted before.

I’m not sure why the website suddenly doesn’t accept them again. Could you please check this issue or let me know what exactly needs to be corrected?

Thank you for your time and support.

Best regards,

Majed

Please forward me the documents you sent to the casino that have not yet been approved by the KYC department at veronika.f@casino.guru.

Have you been requested to upload any additional identity documents to the casino in the meantime?

Dear Majedddddd,

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,
Veronika
Casino.Guru