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I have a problem with mrbet casino

My account is not verified and therefore my withdrawal cannot be processed

Ich habe ein Problem bei mrbet casino

Mein Konto wird nicht verifiziert und dadurch kann meine Auszahlung nicht stattfinden

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please 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 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

Subject: Re: KYC verification – Bank verification issues

Dear Veronika,

Thank you for your feedback and the explanation of the KYC process.

I have already submitted all requested documents, including:

All documents were submitted on time and in the required format. However, the verification of my bank account details still seems to be incomplete, even though I have already made deposits using this account .

I would be very grateful if you could investigate why my bank account verification failed or let me know if any additional documents are required.

Thank you in advance for your support.

Best regards

Dennis R.

Betreff: Re: KYC-Verifizierung – Probleme mit der Bankverifizierung

Sehr geehrte Veronika,

vielen Dank für Ihre Rückmeldung und die Erklärung zum KYC-Prozess.

Ich habe bereits alle angeforderten Unterlagen eingereicht, darunter:

Alle Dokumente wurden fristgerecht und im geforderten Format übermittelt. Lediglich die Verifizierung meiner Bankverbindung scheint weiterhin nicht abgeschlossen zu sein, obwohl ich bereits mit diesem Konto Einzahlungen vorgenommen habe.

Ich wäre Ihnen sehr dankbar, wenn Sie prüfen könnten, woran die Verifizierung meiner Bankverbindung scheitert, oder mir mitteilen könnten, ob noch zusätzliche Unterlagen erforderlich sind.

Vielen Dank im Voraus für Ihre Unterstützung.

Mit freundlichen Grüßen

Dennis R.

Thank you for your response. Am I correct in understanding that you are experiencing difficulties with the verification of your payment method?

Which document did you submit to the casino to verify the ownership of your payment method?

Does the document contain all your personal information?

Have you reached out to the casino customer support to ask why your bank account details could not be verified?

Please forward me the document you sent to the casino for verification of your payment method at veronika.f@casino.guru.

Dear Rammsen84,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.