Mr Bet Casino - Pelaajan kotiutus viivästyy KYC-vahvistuksen vuoksi.

Dear Casino Guru Team,

I would like to file a complaint against MR.Bet and request your support.

I requested a withdrawal of €9,000. My account has been undergoing KYC verification ever since.

For the past nine days, I have been trying to verify my address. I have submitted the required documents multiple times. However, each time they are rejected with the blanket statement that the proof of address does not meet the requirements.

The real problem is that, despite repeated requests, MR.Bet never explains to me specifically why my documents are rejected. I only receive the same standard answers, without any comprehensible explanation or indication of which documents would actually be accepted.

I fully cooperated throughout the entire verification process and submitted all requested documents promptly. Naturally, I am prepared to provide further documentation if it is clearly communicated to me what requirements must be met.

My payout of €9,000 is still pending, and I have the impression that the verification process is being unnecessarily prolonged without any comprehensible reason.

I therefore ask Casino Guru to mediate between me and MR.Bet and to request the casino to

to provide a comprehensible explanation as to why my proof of address was rejected,

to clearly indicate which documents are actually needed,

to complete the verification promptly and process my payout.

I can provide all evidence, including screenshots of communication with customer support, submitted documents, and the outstanding payment.

Thank you for your support.

Sehr geehrtes Casino Guru Team,

ich möchte eine Beschwerde gegen MR.Bet einreichen und bitte um Ihre Unterstützung.

Ich habe eine Auszahlung in Höhe von 9.000 € beantragt. Seitdem befindet sich mein Konto im KYC-Verifizierungsprozess.

Seit mittlerweile 9 Tagen versuche ich, meine Adresse zu verifizieren. Ich habe die geforderten Dokumente mehrfach eingereicht. Jedes Mal werden sie jedoch mit der pauschalen Begründung abgelehnt, dass der Adressnachweis nicht den Anforderungen entspricht.

Das eigentliche Problem ist, dass MR.Bet mir trotz mehrfacher Nachfrage nie konkret erklärt, warum meine Dokumente abgelehnt werden. Ich erhalte lediglich dieselben Standardantworten, ohne eine nachvollziehbare Begründung oder Hinweise darauf, welches Dokument tatsächlich akzeptiert würde.

Ich habe während des gesamten Verifizierungsprozesses vollständig kooperiert und alle angeforderten Unterlagen zeitnah eingereicht. Selbstverständlich bin ich bereit, weitere Dokumente vorzulegen, sofern mir klar mitgeteilt wird, welche Anforderungen erfüllt werden müssen.

Meine Auszahlung über 9.000 € ist jedoch weiterhin ausstehend, und ich habe den Eindruck, dass sich der Verifizierungsprozess ohne nachvollziehbaren Grund unnötig in die Länge zieht.

Ich bitte Casino Guru daher, zwischen mir und MR.Bet zu vermitteln und das Casino aufzufordern,

nachvollziehbar zu erklären, warum meine Adressnachweise abgelehnt wurden,

eindeutig mitzuteilen, welche Unterlagen tatsächlich benötigt werden,

die Verifizierung zeitnah abzuschließen und meine Auszahlung zu bearbeiten.

Ich kann sämtliche Nachweise, einschließlich Screenshots der Kommunikation mit dem Kundensupport, der eingereichten Dokumente sowie der ausstehenden Auszahlung, zur Verfügung stellen.

Vielen Dank für Ihre Unterstützung.

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.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Mr Bet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Do you have access to your player's account and player's profile?
• Do I understand correctly that the issue seems to be in verifying our address?
• Is there any discrepancy between the documents you provided so far and the personal information you filled out in your player's profile?
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your most recent communication with the casino regarding the issue and the verification requirements received from support? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Hello Tomas,

Thank you very much for your help.

Regarding your questions.

Do you have access to your player’s account and player’s profile?

- Yes, I have full access to my profile and account.

Am I right in thinking that the issue seems to be with verifying our address?

- That’s correct; I’ve been trying to get my address verified for two weeks now.

Is there any discrepancy between the documents you’ve provided so far and the personal information you entered in your player profile?

- Yes, I’d still had the address where I used to live listed in my profile. On 29 June, I requested the address change by email, but this hasn’t been processed yet (screenshot attached)

Did you reach your current balance with the help of a bonus?

- I had activated a bonus but have met the wagering requirements; the casino also shows me that the amount is available for withdrawal. (screenshot attached)

Please find the chat logs with customer support attached.

Thanks for your patience.

• Could you please specify when you registered your account in the casino?
• When did you move to a different address?
• Have you verified your personal information in the casino in the past?

Please let me know

Hello Tomas,

I don’t know why, but as soon as I mentioned I was going to ask you about it, they suddenly verified my account. However, the payout has already been delayed for just under a week.

I was verified 5 days ago; according to the website, it takes 48 hours for the payout to go through. It’s now been 5 days, and when I asked about it, they simply said there’s currently a high volume of payouts and I just need to be patient.

Translated with DeepL.com (free version)

Hello Tomas,

It has now been 8 days since verification, and my withdrawal is still showing the status ‘Pending review’.

I submitted the withdrawal request 24 days ago.

Please find attached screenshots of the emails I have received.

Hello Tomas,

my withdrawal request took place on 23.06.26 and my account got verified on 09.07.

The request still shows "Still to be checked"

Dear Keensway,

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, Barbora (barbora.p@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,

Tomas

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite Mr Bet Casino representative to join this conversation.

Dear Mr Bet Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Dear Barbora,

We would like to inform that the customer currently has three withdrawal requests in Pending status:

€3,000 – scheduled to be processed this week.

€3,000 – scheduled to be processed next week.

€3,000 – scheduled to be processed during the week of 4–7 August.

Kind regards,

Mr Bet Team

Dear player,

Thank you for your patience.

As you can see from the casino representative's response above, a timeline for processing your withdrawals has now been provided.

Please keep us updated on the progress of your withdrawals. Once you receive a payment, kindly let us know so we can monitor the case. If there are any unexpected delays or the casino does not follow the stated timeline, please inform us here as well.

Hallo Barbora,

thank you for your assistance in this matter. I received the First 3000€ now let’s see what happens next week.

Dear Keensway,

I'm glad to hear you've received the first €3,000.

Please let me know once the next payment, scheduled for next week, arrives. If there are any delays, feel free to update me here as well.

Hi Barbora,

the second 3k came, only 3k missing now 🙂

Dear Keensway,

Thank you for the update. I'm glad to hear that you've now received the second €3,000 payment.

Please let us know once you receive the final €3,000 withdrawal, which is scheduled to be processed this week. We look forward to your confirmation.

Dear Keensway,

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 got the 9000€ but I just asked for a new withdrawel of 1200€, I would Like to leave this open her until it’s paid.

Dear Keensway,

Thank you for the update. I’m glad to hear you received the full €9,000.

We can wait for the new €1,200 withdrawal to be paid. Once you receive it, please let us know here, and we will close the complaint, as the original €9,000 issue has been resolved.

Thank you!

Hi Barbora,

4 days gone, the promised 48h withdrawel obviously didn’t work 😂

Hi Keensway,

Has the €1,200 withdrawal still not arrived, or have you received it in the meantime?

Please let me know so I can see whether any further action is needed from our side.

Good day,

Ten days have now passed and I still haven't received anything.

Guten Tag,

es sind nun bereits 10 Tage vergangen und ich habe noch nichts erhalten.

Hi Mr Bet Casino,

Could you please check the status of the player’s new €1,200 withdrawal and let us know what is causing the delay?

The player has confirmed that 10 days have now passed, while the website states that withdrawals should be processed within 48 hours.

Could you please let us know when the €1,200 payment is expected to be processed?

Dear Barbora,

We would like to clarify that the player’s deposits were fully lost during gameplay. The subsequent balance increase resulted from bonus funds received as part of a deposit promotion.

However, our review established that the bonus was wagered in a manner that did not comply with the applicable Bonus Terms and Conditions. As a result, the bonus winnings were considered invalid and were removed, leaving the account balance at zero.

This decision is in accordance with clause 6.25 of our Terms and Conditions, which states that our site reserves the right to void any bonuses and/or winnings obtained by violating the Bonus Terms and Conditions or through any other fraudulent behavior.

We understand the player’s concerns, but based on the findings of our review, the decision was made in accordance with the agreed terms.

Best Regards,

Mr Bet Team

Hello, what happened here? Which cinditions did I violate? I played with a Bonus for Sports Betting, I wagered it and with this Money I won 1800€, 600€ I spend again.

this is scam.

Hi Mr Bet Casino,

Could you please clarify what happened with the €1,200 withdrawal? The screenshot shows that this withdrawal was unsuccessful due to insufficient funds.

I can also see a separate €1,202.56 manual payment marked as successful on 20/08. Could you please let us know what this payment was for and whether it was actually paid to the player?

Also, regarding the balance being removed, could you please explain which specific bonus rule the player is said to have violated? At the moment, clause 6.25 is mentioned, but it doesn't tell us what exactly the player did wrong.

Thanks for clarifying this for us.

Dear Barbora,

We would like to inform you that the following rules were found to have been violated in this case:

2. General Rules for bet acceptance:

2.14. Users are prohibited from making multiple identical bets on the same match to bypass the limits. Such actions will be regarded as rules violation and may lead to setting additional limits, restriction to place bets or blocking accounts.

3. Placing bets from bonus balance

3.6. With an active bonus it is forbidden to bet on more than one outcome within the same market within one event. In case of violation of this rule, our casino has the full right to cancel bonuses and all winnings received while using these bonuses. Such actions will be regarded as an abuse and may lead to the establishment of additional limits, limitation of the ability to place bets or account blocking.

The betting rules are published on the website: https://mrbet.global/betting-terms

Kind regards,

Mr Bet Team

Dear Mr Bet Casino,

Could you please send us some more details about the specific bets that were considered a violation of rules 2.14 and 3.6? It would be helpful to see the relevant bet IDs, dates, markets/events, and anything else that supports the decision.

You can also send the supporting evidence directly to me at barbora.p@casino.guru.

Once we have a chance to review it, we’ll be in a better position to understand what happened here.

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

Dear Keensway,

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,

Barbora