Mr Bet Casino - Pelaajan kotiutus viivästyy asiakirjan hylkäämisen vuoksi.

I live in a rural area of Saskatchewan Canada so my mailing address (a PO Box) is on all of my utility bills, insurance, paystubs, etc. I cannot use my physical address because I do not have mail delivery where I live.

I have submitted a letter from my employer, a letter from my insurance provider, a tax notice and a bank statement. All documents have bee rejected.

Important notice:

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.

Dear SKLEMENZ, 

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 takes KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format? 

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, 

Attila G.

Dear SKLEMENZ,

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 have sent in a letter from my employer dated January 14, 2926 which was rejected. I sent it as a pdf which is an acceptable format. I have also sent in a letter written by my insurance provider that was rejected. I am unable to submit utility bills because they have my PO Box on them and they hav me denied those.

Dear SKLEMENZ,

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

Thank you for your patience and cooperation.

Dear SKLEMENZ,

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.

Hello,

I emailed you on February 4th with the documents I provided to Mr bet. I will

resend.

Dear SKLEMENZ, thank you, I can confirm I have received your email. Could you please forward your correspondence with the casino as well?

Additionally, do you have any updates for us in relation to the verification process?

Thank you for your patience and cooperation.

I have chatted with the casino so I don’t have records of that

Dear SKLEMENZ,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Lucia (lucia.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Hello SKLEMENZ,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Mr Bet Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lucia

Dear Lucia,

The user is currently undergoing verification. The last review was conducted on January 19, 2026. Since that date, no new documents have been uploaded.

We are still awaiting a valid proof of address.

Reason for rejection: the submitted document is not acceptable (a letter issued by the Ministry of Labour and Occupational Safety).

Please ask the user to provide a proof of address document from the list of accepted POA documents. The document must be issued within the last three months.

I have submitted numerous documents and all have been rejected

Hello SKLEMENZ,

I’ve reviewed the documents you shared with me — the same ones you mentioned submitting to the Mr Bet Casino — and I can see that they are older than three months.

As the casino specified, they require a valid proof of address issued within the last three months, and unfortunately, older documents will not be accepted for verification.

Please make sure to upload a recent proof of address that meets their requirements. Once you’ve submitted the updated document, please let me know so we can follow up with the casino if needed.

Those documents were not 3 months old when I submitted them. I have been trying to redeem my winnings for almost a year. Please ask them when I submitted the tax notice. I requested a letter from my insurance company and submitted within the week. They rejected it.

Dear Mr Bet Casino Team,

Could you please provide detailed clarification regarding the issues with the documents submitted by SKLEMENZ? Specifically, we would appreciate concrete information on why the previously submitted proof of address was rejected.

Additionally, please confirm exactly which documents are required in order for the player to successfully complete the verification process. Clear guidance on the accepted document types, issuance date requirements, and any specific formatting or content criteria would greatly help us understand your position and prevent further delays or misunderstandings.

We look forward to your detailed response so we can move this matter forward.

Dear Lucia,

The latest update regarding SKLEMENZ’s documents was recorded on 19.02.2026. The Proof of Address document was rejected for the same reason previously communicated — the submitted document (a letter from the Ministry of Labour and Occupational Safety) does not meet our Proof of Address requirements, as it is not considered an acceptable document type under our verification policy.

We kindly ask the user to provide a document from the approved Proof of Address list and ensure that it is not older than three months.

Proof of Address requirements:

The document must clearly display:

Full name (matching the identity document);

Residential address;

Date of issue (not older than three months).

Accepted documents include:

Utility bill (gas, electricity, water, sewerage, etc.);

Government-issued tax letter or local authority tax bill for the current year;

Home insurance documents;

Credit agreement;

Certificate of residence (stamped and signed, or at least stamped);

Bank statement dated within the last 90 days showing full name and address;

Fixed line telephone bill;

Police notification regarding fines or violations;

Insurance company letters or invoices;

Internet bill;

Health or social insurance documents;

Current rental or lease agreement (signed by both parties, not older than 90 days, showing full name and address);

Any other official letter or document clearly displaying full name and address.

Please note that we cannot accept:

Vehicle certificates or vehicle-related documents (except police letters regarding traffic violations);

Checks, envelopes, parcel labels, or delivery stickers;

Medical prescriptions, invoices, or similar documents;

Address listed on an ID card;

Statements from digital-only banks without physical branches;

Screenshots of documents.

We appreciate your cooperation and look forward to receiving a compliant document so the verification process can proceed without further delay.

Dear SKLEMENZ,

To proceed with the verification of your account, you will need to provide one of the accepted Proof of Address documents.

I understand this process can feel repetitive and frustrating, but submitting one of the listed documents should help move things forward without further delay. Please let me know once you have uploaded the new document, and I will be happy to follow up for you.

The only thing I have that shows my physical address is the property tax notice and that comes once a year.

Will they accept a letter from my insurance company? Above it states Insurance company letters. Why wasn’t that approved when I submitted it?

Dear Mr Bet Casino,

Could you please confirm whether an insurance company letter will be accepted in this case? If so, kindly clarify why the previously submitted insurance document was rejected, and specify exactly what requirement it did not meet.

Dear Lucia,

The document titled "Insurance Company Letter" has been rejected because it contains only general information. It simply confirms that the user has insured housing at the specified address. However, it is not proof of payment for home insurance, nor is it an insurance contract indicating the coverage amount and a defined policy period (for example, one year). It is only an informational letter.

Additionally, the document was submitted in PDF format with a black-and-white signature. As stated in our requirements, we do not accept black-and-white documents.

No other suitable documents have been provided. Considering that the user has been undergoing verification since 2024-12-24 and has been unable to submit an appropriate document for an extended period, this document has been rejected.

Please ask the user to upload the official home insurance contract or another acceptable document from the approved list.

My insurance comes due once a year which is why I requested my insurance provider for the letter. It is difficult to provide documentation less than 3 months old when I live in a rural area and use a PO Box for my mailing address and property taxes and insurance only come due once a year.

Dear SKLEMENZ,

I understand that living in a rural area and using a PO Box can make it more challenging to provide standard proof of address documents, especially those issued within the last three months. We truly appreciate your efforts so far.

You may consider trying one of the following available options to help meet the verification requirements:

1.Bank Statement

A recent bank statement (issued within the last 3 months) showing your full name and residential address. This can usually be downloaded directly from your online banking in PDF format, provided it clearly displays the bank’s logo and issue date.

2.Utility Bill

A bill for electricity, water, gas, internet (fixed line), or landline telephone connected to your physical residence. The document must show your name, service address, and an issue date within the last 3 months.

3.Property Tax Statement

Even if property taxes are billed annually, you may request a recently issued statement of account from your local authority showing your name, property address, and a current issue date.

4.Official Government Letter

Any official correspondence issued within the last 3 months from a government authority (for example, tax office, municipality, voter registration office, or social services) that shows your name and residential address.

5.Insurance Payment Confirmation

You may ask your insurance provider to issue a recently dated confirmation letter that includes:

• Your full name
• Property address
• Policy number
• Coverage period
• Confirmation that the policy is active and paid

6.Official Bank Letter

You can request your bank to provide a signed and dated letter confirming your residential address, issued within the last 3 months.

As the casino provides a broad list of accepted documents, we are confident that at least one of the above options should be obtainable. We kindly ask you to make another attempt to secure one of these documents and submit it for review.

Please let us know once you have obtained and submitted the documents to the casino, and we will then review the situation and consider the next steps regarding the complaint.

Could I please have a few more days to submit the information to the casino. I just returned from holidays and requested the information from my insurance provider

Dear SKLEMENZ,

I just wanted to clarify that the timer you see on the Casino Guru site is mainly there to help us keep the complaint moving forward and to ensure that all parties involved have the same amount of time to respond, so the process remains fair for everyone. It is not intended to serve as the official deadline for submitting documents to the casino.

If you need more time to provide the requested documents, I recommend contacting the casino directly through their support channel. This way you can be sure they receive your request and can confirm whether it is possible to grant you additional time.

Thank you for your understanding, and please let me know if there are any updates or developments on your side.

I have submitted insurance documentation to the casino and also emailed them to you.

Dear Mr Bet Casino Team,

Please let us know if you have received the mentioned documents and whether they are acceptable for the verification process.

Thank you in advance for your confirmation.

Dear Mr Bet Casino Team,

Since it appears that the player is experiencing difficulty obtaining the required documents, could you please suggest any alternative methods for providing proof of address to complete the verification process? For example, would it be possible to verify the player’s address through a video call or another acceptable method?

Thank you for your assistance. I look forward to your guidance on how we may proceed.

The casino denied my insurance documentation.

Dear Lucia,

We would like to inform you that the user has uploaded the same documents this time as on previous attempts:

- Proof of insurance and payment – rejected because the document was edited

- insurance policy—the document is older than 3 months and has been edited, with a black-and-white signature, which means it is a copy

We ask the user to upload an alternative document and request that they refrain from using graphic editors and upload the original documents so that they can be accepted.

Dear SKLEMENZ,

I sent you an email. Please check your inbox.

Thank you.

Dear Mr Bet Casino Team,

The player has informed us that she has submitted an alternative proof of address document, specifically an energy bill.

Could you please confirm whether you have received this document and advise if it is sufficient for verification purposes? Additionally, we would appreciate an update on the current status of the player’s account.

Thank you in advance for your cooperation.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear SKLEMENZ,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Lucia