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I've never had any problems with Mr.bet, but now I've been waiting for my withdrawal for almost two weeks because I have to re-verify my passport, and each time the document is rejected due to "quality issues." I've already written to support twice, and they told me twice that there's nothing they can do and that I should just retake the photo so that everything is clearly visible, including all four corners. I'm asking for help.

Ich hatte noch nie Probleme mit Mr.bet , aber jetzt warte ich seit knapp 2 Wochen auf meine Auszahlung, weil ich meinen Reisepass neu verifizieren muss, und jedes Mal wird das Dokument aufgrund von „Qualitätsproblemen" abgelehnt, ich habe schon 2 mal mit dem Support geschrieben und mir wurde 2 mal gesagt das sie nichts machen können und ich das Bild einfach neu aufnehmen soll und alles gut erkennbar und alle 4 Ecken sichtbar sind. Ich bitte um Hilfe

Dear MarvinH2000,

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. 

Please allow me to ask you a few questions, so I can understand the whole situation completely:

• Did you have any successful withdrawals before?
• When exactly did you submit the withdrawal request?
• What specific quality issues were mentioned in the rejection of your document?
• Have you attempted to resubmit your passport with different lighting or angles, or using a different device?
• Did you submit your photo directly to the casino's website or send it via email to support?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply. 

Best regards, 

Natalia

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Dear MarvinH2000,

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,
Natalia
Casino.Guru