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Hello,

I won €1000 at Mr.Bet and want to withdraw it.

I was already verified because I had previously made a withdrawal. Thanks to you all. I had a problem with the verification back then.

Now I'm supposed to re-verify my account, and it's not working again. Even though I was already verified. I sent a screenshot of my account, my bank card, and the original bank statement. Nothing is being accepted. The card isn't accepted because it's two images—front and back. How else am I supposed to photograph it? The bank statement either doesn't show all the corners or isn't clearly visible, even though that's not true. PLEASE HELP. THANK YOU.

Hallo,

Ich habe bei Mr.Bet 1000€ gewonnen und will es auszahlen.

Ich war schon verifiziert weil ich schon einmal etwas ausgezahlt habe. Auch dank euch. Damals hatte ich das Problem mit der Verifizierung.

Jetzt soll ich mich wieder neu verifizieren und es klappt wieder nicht. Obwohl ich schon verifiziert war. Ich habe einen Screenshot vom Konto grschickt, meine Bankkarte und den originalen Kontoauszug. Nichts wir akzeptiert. Die Karte nicht weil es 2 Bilder sinf. Vorder und Rückseite. Wie soll ich sie sonst fotografieren. Kontoauszug entweder nicht allr ecken drauf oder nicht gut sichtbar obwohl das nicht stimmt. BITTE UM EURE HILFE. DANKE

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Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the issue you’re experiencing. To better understand your situation, please allow me to ask you a few questions for clarification.

• Have any of the documents you submitted for the repeated KYC verification been approved by the casino so far?
• Have you ensured that the documents that were declined meet all the requirements specified by the casino?
• Could you please forward the documents that have not yet passed verification, along with the casino’s explanation for why they were deemed unsuitable?
• Which types of games did you play to accumulate the winnings you are currently trying to withdraw?

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

Veronika

Hello,

Yes, all the documents were in order. It initially stated that it was now verified. A picture of that is attached. Then Mr. Bet replied that it was only a pre-verification and deleted it again. The documents are attached.

Hallo,

Ja die Dokumente waren alle in Ordnung. Es stand einmal das es jetzt verifiziert ist. Anbei ein Bild davon. Dann hat mir Mr.Bet zurückgeschrieben dass das nur eine Vorferizierung ist und hat es wieder gelöscht. Anbei die Dokumente

Thank you for your response. To proceed with the investigation, please forward me the communication between you and the casino customer support regarding the repeated verification requests at veronika.f@casino.guru. I appreciate your cooperation and patience.

Hello,

I have sent you the conversations via email.

You can also see in the email that I correctly sent all the documents Mr.Bet wanted and that everything is visible.

Please help.

Hallo,

Ich habe Ihnen die Unterhaltungen per Email gesendet.

Sie sehen in der Email auch dass ich alle Unterlagen die Mr.Bet haben wollte korrekt gesendet habe und dass alles sichtbar ist.

Bitte um Hilfe.

My profile has been verified for a week and I still haven't received the money. MrBet's status still shows "Verification" even though it's verified. PLEASE HELP.

Das Profil ist seit einer Woche verifiziert und ich habe das Geld immer noch nicht. Bei MrBet steht noch immer im Status Überprüfung obwohl verifiziert. BITTE UM HILFE.

Dear 1985Kiko1985

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, Stefan (stefan.m@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,

Veronika

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

Dear 1985Kiko1985,

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,

Stefan