Mr Bet Casino - Pelaajan kotiutus viivästyy vahvistusongelmien vuoksi.

Hello, I am requesting your help in resolving an issue I have had with Mr. BET. I have been playing on this site for a bit. I win some money and tried to withdrawal. They have asked for verification. I have sent in about 20 different documents including government of Canada docs. This has been going in for over a month and they decline everything I send in. Even PDF files. I am hoping you can help me with getting this resolved and approved so I can receive my winnings and play.

Dear ronrieger03,

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?
• Could you please provide the exact date of your initial verification request?

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,

Katarina

Hello, I first started sending the documents on May 6. I have sent my driver license, my credit card statement, my highway tolls bill, my bank statements, my government of Canada tax assessment, bank loan document. They are all in PDF format and have been sent to them at least 10 times. The last time I sent a document was about a week ago. They approve them then decline it. I have sent my license a few times and they decline that. As well as the virtual face recognition. I'm not sure how that gets declined.

Dear ronrieger03,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots. Kindly include the verification documents you have provided to casino.

Looking forward to your reply.

Katarina

Dear ronrieger03,

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 all the documents a few days ago to the areas above

I have also forwarded a bunch of emails between us. I don't have copies of the chat room chats we had

Thank you very much, ronrieger03, for your cooperation. I will now transfer your complaint to my colleague Jana (jana.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear ronrieger03,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Mr Bet Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Dear Jana,

The reason the player's withdrawal has not yet been processed is that their account verification is still incomplete. The most recent document review took place on July 20, 2025. Since then, no further documents have been submitted.

Unfortunately, the proof of address provided was not accepted due to illegible (blurry) text, and the proof of payment was rejected because the screenshot was cropped and incomplete.

To proceed, the player is kindly requested to upload a new, clear proof of payment dated May 5, 2025, showing the deposit of 150 CAD made to our platform.

Once the required documentation is received and successfully verified, the withdrawal will be processed accordingly.

Dear ronrieger03,

I understand you may feel frustrated about your delayed withdrawal. However, the casino doesn´t have the luxury to see you in person and verify your documents personally, to ensure the funds go to the right owner, I would recommend that you comply with the casino´s request for extra documents for verification.

In case you have any questions, don´t hesitate to contact me. Once you upload all of the documents, please let me know.

Hello, I have sent all the required PDF documents 20 times. They are not blurry, as they are downloaded p. D f files. What exactly documents do they need? And I will download them again. I have sent bank statements, credit card statements. Toll bills, my license government issued documentation Loan statements. I'm not quite sure. What other documentation they require?

Dear Casino representative

could you please clarify which documents are needed in order to fully verify the player´s account?

Dear Jana,

We’ve provided you with a more detailed response via direct email. Thank you for reviewing the case.

I have emailed all the documents requested as well. As my bank statement, I am not able to upload onto your site. As it says, maximum has been reached. I expect this to be the last documents requested as I have sent you way too many and there is no reason for the holdup.

As requested again!Proof of deposit

Dear Jana,

Earlier a user uploaded a document that could not be accepted because a previously uploaded document had been edited. Today we have refreshed the user's verification page so that he can upload the correct document. We are waiting for the user to upload the documents to the verification page.

I have uploaded all these documents again today and again they are all declined!!!! WHAT THE HECK IS THE PROBLEM!!!!

As I have said numerous times I do not have utility bills as I live with my daughter. I do not have bills in my name. I have sent you my government document. My credit card statement, my toll driving bill and my phone bill afnd my bank statement and all have been declined. Those are the only bills I get. I do not have anything else.

THIS HAS BEEN GOING ON FOR OVER 2 MONTHS.. there is no reason for this delay. And for all documentation to be declined. I play on other sites, and when I withdraw, I show my license one. Document and it's approved and funds received within two days. I have never had to deal with this much issue for 2 months.

this is what I get now when I download AGAIN

Dear Mr Bet Casino representative,

could you please specify why there´s a problem with accepting the relevant documents?

Dear Jana,

The reason for rejecting the documents remains the same as outlined in our email dated 09/07/2025. Since then, there have been no changes. The user continues to submit edited documents for both proof of address and proof of payment, where certain information has been altered or hidden. In addition, the proof of address is often provided in the form of scans, which we do not accept.

Dear ronrieger03,

I understand you may feel frustrated about your delayed withdrawal. However, the casino doesn´t have the luxury to see you in person and verify your documents personally, to ensure the funds go to the right owner, I would recommend that you comply with the casino´s request for extra documents for verification.

In case you have any questions, don´t hesitate to contact me. Once you upload all of the documents, please let me know.

All the documents I have sent or not edited. I have send my credit card and bank statement that I downloaded from their website. I have also scanned government documents to and sent them. As you can see my reply above from 2 weeks ago, those are not edited or altered. How else do you want documents? You declined screenshot as they aren't accepted and now you say you can't accept scanned documents. The site doesn't even let me upload anymore.bwhy can't I email you the documents again. There is NO reason for this to not go through. I play on other sites and have no issues.

I would like this escalated to high management as this is just not getting resolved and is ridiculous that PDF files are declined.

This needs to be resolved.

GURU, I have sent them tons of emails with the documents but they never add you in on the reply. If you looks back on the emails I have ccd you on you can see I have sent them everything and not one document is altered or edited. That is just their excuse! Now they have blocked my from even uploading anything

Can you please take a look at the files I sent them as proof inhave sent correct documents?

Dear ronrieger03,

The documents you submitted are in a different name, which the casino cannot accept. Please upload valid documents that clearly show your name and have not been edited.

Dear ronrieger03,

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.

Dear ronrieger03,

we did not mention that you use the name Reinhard. The documents may contain your shortened first and last name. If you claim that a short name is used in all your documents, we ask you to provide proof of this in the form of an additional identity document with a photo. Otherwise, we cannot accept such a statement because it has someone else's name on it.

In order for the bank statement you have previously uploaded to us to be considered, please upload a photo of your identity document with the same name. We will be glad to review this document.

But we would also like to point out that the document you uploaded as a proof of address was a scan and not an original, so it could not be accepted either. We ask you to upload only the original document.

As for the document confirming the Interac payment method, it was not accepted because part of the C1 code was blurred, we kindly ask you to upload a transaction confirmation from the mail, which will have an 8-digit number starting with ‘CA’ or a 12-digit number starting with ‘C1A’ or ‘C1B’

LISTEN!!!! I have my license and my health card. THERE IS NO OTHER PHOTO ID! We don't have other photo ID's but our license.

THERE WERE NO BLURRY DOCUMENTS AND THEY ARE NOT SCANNED!!! I took pictures of the actual document or I printed them and took photos!

Why are you so difficult! I signed up to three other sites and play them, I send them my license and 1 document and received my winnings with 3 days!!! This has been three month!

There is actually NO reason you keep making excuses.... I know the rules and the law and you are not abiding by them! I will for the last time send you my license and a photo of three documents that have my name on them again and NOT blurry. As I have said 100 times I do not have a confirmation with a C at the beginning.

My confirmation is a printed e-mail that you have sent me. I print it and take a photo of it, as the one I sent you is a photo of the document on my actual computer screen you are declining.

Jana - I have sent a few e-mails but they went to Katarina. I am wondering if you are receiving them? They are all the e-mails between Mr. Bet and myself.

Dear ronrieger03,

please send the documents and the conversation with the casino to jana.k@casino.guru

Dear Jana,

You may have mistakenly set the timer on us, as the user has not yet re-uploaded the documents to us. We kindly request the user to provide us with the requested documents so that we can review them.

Dear Mr Bet Casino representative,

the player has sent all the relevant documents, we examined them and they are valid.The documents he has sent are not scanned or otherwise irrevelant. There is no point not to release the funds to the player.

Dear Jana,

We clarified that the user had previously uploaded scans of the documents. Please note that the main reason for the rejection of the last document was also a difference in the name, as the name on the previously uploaded documents is different. We ask the user to upload an additional photo of an identity document to the verification page, where the name will match the name on the bank statement. If the statement is not scanned, it can be accepted.

I am sending an e-mail AGAIN with my May bank statement. This is not a scanned document. This is downloaded directly from my bank account. the name is NOT an issue. Stop with the excuses!

Thank you Jana for helping!

Dear ronrieger03,

We’ve updated the verification page. You may now upload your documents.

I have resent the documents again through your portal.. As I have stated a 1000 times I do not have a reference code that has CA in it. I have sent you every type of banking. Document to show this

Why is this so HARD!!!!

Now you wont accept it because my legal name is Reinhard, but I use Ronald or Ron???

EVERYBODY uses shortform for their name!.

Game club support service team

Inbox

Mr.Bet Support

2:31 PM (2 hours ago)

to me

Hello Ron,

We hope you have a wonderful day!

I am reaching out to you regarding the verification of your game account. Please provide us with proof of your name and surname in the form of an additional ID document that also includes your photo. Otherwise, we will not be able to accept the bank statement you provided before.

We appreciate your patience and effort. I am waiting for your reply!

In case of any further questions or requests, please feel free to contact us. We’ll be more than happy to help you at all times!

Best regards,

Manager of the game club, Mabel

17888353

The user is still uploading a proof of identity under the name Reinhard.

For the proof of address and proof of payment, the uploaded documents are under a different full name. The user has uploaded them multiple times.

If the user claims that the full name on the proof of address and proof of payment also belongs to them, they must provide supporting evidence in the form of an additional identity document that also includes a photo. Otherwise, we cannot accept such a statement, as it is issued under a different person’s name.

Dear ronrieger03,

We concluded that your documents must be under the same name. It’s a standard request from the casino. Please provide the casino with the photo ID and any other documents bearing the same name.

Dear ronrieger03,

That's right, your driver's licence shows the name Reinhard, as you say. However, many of the documents you uploaded show the name Ronald/Ron.

We reviewed the documents uploaded by you. In the documents confirming your identity, you are Reinhard, while in other documents uploaded by you, your name is Ronald/Ron. We need official documentary confirmation (perhaps you have a passport in which your official other name is indicated).

Please provide an official document where the name Ronald/Ron is indicated.  

Based on which documents does the bank enter the name Ronald, and is there any official confirmation of this?

Our goal is to help you upload the correct documents, not to reject everything you upload. Unfortunately, verification is currently taking longer because your name appears differently on many documents. Some documents list your name as Reinhard - you uploaded your driving licence for this name, so there are no issues, but other documents show the name Ronald/Ron - you did not upload a document confirming your identity or official confirmation of the use of this name for documents.

Even if Ronald/Ron is a shortened name, official confirmation is required for its use in documents. Please clarify whether you can provide this. We will be glad to check your documents as quickly as possible.

Dear ronrieger03,

could you please upload a passport with your name Reinhard on it?

Dear Casino Guru Team,

We have reviewed the documents uploaded by the user. In the identity verification documents, the user’s name appears as Reinhard, while in other uploaded documents the name appears as Ronald/Ron.

For us to accept the use of the name Ronald/Ron, the user must provide an official supporting document where this name is clearly stated and linked to them. At present, the only valid ID uploaded contains the name Reinhard.

We would like to clarify on what basis the bank issues documents under the name Ronald/Ron. Is there any official confirmation that links these two names? Please note that these are two different names, and as we have already explained earlier:

For verification purposes, the name and surname must match exactly across all submitted documents. Otherwise, the system treats them as belonging to different individuals.

If the user claims that the proof of address and proof of payment in the name of Ronald/Ron also belong to them, they must provide supporting evidence in the form of an additional identity document containing a photo. Otherwise, we cannot accept such a statement, since the documents are issued under a different person’s name.

If the user insists that they cannot upload any documents showing the name Ronald/Ron, how would you, Jana, as a Casino Guru manager, see this situation?

I HAVE SENT YOU FIVE DOCUMENTS WITH REINHARD WHICH MATCHES MY PHOTO ID.

I HAVE SAID BEFORE.... REMOVE AND DELETE THE RONALD/RON DOCUMENTS!

I have sent you new documentation that matches the ID. I have e-mailed them to you as well as Jana

I have sent you a letter from my bank showing my bank account number and my name Reinhard!

Dear Mr Bet Casino representative,

the player has sent you the documents with the name Reinhard displayed on them. Can you use those as the name matches on all the documents?

Dear Jana,

The user uploaded a bank statement in low quality, and we have doubts about its authenticity. We continue to request a photo of the user's passport, as this is the document he used to open his bank account.

We would like to emphasise that the user has not provided us with confirmation of his deposit in the name of Reinhard, nor was there any confirmation in the latest documents he sent by email, so we continue to request this document, as well as confirmation of his address.

Dear Reinhard,

I understand that it is a reasonable point to ask for documents on name Reinhard. The government issued document - your driving licence is on name Reinhard while your bank statement is on name Ronald. Could you please provide the casino with a proof of official confirmation of your address with the name Reinhard?

Dear Mr Bet Casino representative,

could you please send an evidence of players´s depositing with his passport to jana.k@casino.guru?

There is no way I set my bank account up 30+ years ago with a passport.!

I DO NOT HAVE A PASSPORT! I have had this bank account for 3 decades!

The name on my bank account was Ronald. You said it has to match so I changed my name at the bank to Reinhold! The deposit was done in May when my bank account was under Ronald. I sent you the bank document showing I changed my name there.

I have upload multiple bank statements NOT LOW QUANTITY as it was downloaded from my bank account. I have also taken pictures of the deposit and bank statement. I have printed them both off and also take pictures....

Everyday is a new excuse!

Do you want a picture of me holding my license and all 20 documents?

I have sent in LOTS of proof of address with the name Reinhold.

This is getting INSANE! I will also be pursuing new avenues to have my funds release to me as well.

Dear ronrieger03,

Please note that you have not provided an official document confirming that the name Ron/Ronald can be used in the documents. We ask you to provide such a document.

Also, you have never mentioned the name Reinhold to us before, which you have now written about for the first time. 

Dear Jana,

Please review the thread related to this complaint, as we have provided a detailed explanation of the situation there.

Dear ronrieger03,

We have already shared our position with you and requested the relevant documents. However, no new evidence confirming that this name also belongs to you has been provided so far.

Dear Jana,

Please review our letter and share your comments. There is no need to set a timer on us, as we are currently awaiting Casino Guru’s response regarding this case. From our side, we have already provided all the necessary clarifications and are now waiting for your assessment.

We’ve reopened this complaint at the request of ronrieger03. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Reinhard,

could you please provide us with your certificate of birth?

Thank you for reopening this. I will look for it and send what I have.

I have sent an e-mail with my expired passport and a parking ticket from my city. I do not have my birth certificate or a new passport as I am in the process of obtaining one. I can not renew my passport until my replacement birth certificate comes in. You can see the picture in my passport is me and matches my photo ID.

Dear Reinhard,

I haven´t received any email, please send the documents to jana.k@casino.guru

I resent you the email and attachments.

Dear Reinhard,

We cannot accept the parking ticket and the expired passport as valid documents to verify your name. Please provide us with a birth certificate or a valid passport.

I sent a copy of my Ontario Government health card with my picture and name and address. I won't have a birth certificate for about a month,

Dear Reinhard,

We cannot accept the health card as a valid document. Please keep in mind that if you do not provide us with acceptable documents, we will reject the complaint.

I know thank you. Is there something else I can provide? Anything from my bank, doctor or anything else?

Dear Reinhard,

The only valid documents are a passport, national ID card, and driving licence. The name must match on all the documents.

Okay. So my drivers license has matched all the recent documents I have sent in. Why can that not be approved. Yes I sent other documents in months ago with my short form name but I have since sent in government documents and other documentation to match my license and prove it is me!

Hello ronrieger03,

We would like to update you that due to Jana, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Jana has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Jana will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for the update.

Dear Reinhard,

The driving licence is the only document that can be accepted from those you have submitted. It is important to provide the casino with either a valid passport or a national ID card to verify your account.

That's what I don't understand. You have my drivers license and plenty of other documentation proving my name address and picture. Why do you still need a birth certificate and passport?

I understand the whole name thing but I have sent lots of documentation with my full name and not my shortened name. Can you please have your supervisor also look at this? There is no reason for this to not go through I have sent more than enough for proof.

Dear Reinhard,

As you likely understand, it is not possible to verify your name if it does not match the documents required by the casino. If you do not provide the casino with a bank statement showing a deposit addressed to them, along with a document confirming your residential address, we will be compelled to reject the complaint. Please send these to jana.k@casino.guru or take a screenshot and post them here.

Okay I will resend all documents that have my full legal name as well as my ID and a bank statement that also have my full legal name

Dear ronrieger03,

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.

Hi Jana,

can you please extend as I wasn’t able to log in

Dear ronrieger03,

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.

Dear Mr Bet Casino representative,

the player has provided all the documents available to verify his legal name. Would this be sufficient to complete the account verification and release his funds?

Dear Jana,

The issue is not the number of documents provided. The main problem remains the same - the name mismatch. None of the documents the user uploaded show any evidence that the name Ron or Ronald is in any way related to him. Or are we missing something, and the user has actually sent you documents that can prove that the other name legally belongs to him and not to a different person? All the documents still show the name Reinhard.

Dear Mr Bet Casino representative,

as I understand it, the player has used his legal name, Reinhard, on all submitted documents. He has not used the names Ron or Ronald, and has demonstrated that the name Reinhard appears consistently across all provided documents. He also mentioned earlier that any documents issued under the names Ron or Ronald should be disregarded, as his official government-issued identification confirms his legal name as Reinhard.

Dear Jana,

Thank you for clarifying, but that is not entirely accurate.

To begin with, none of the documents the player uploaded in the complaint thread or submitted to us are suitable for verifying Proof of Address (POA). Almost all of them are older than three months, and every one of them is related to a vehicle. He has not provided anything other than car-related documents. A standard POA should be a recent utility bill or another official document confirming the residential address.

Additionally, the player submitted a Proof of Payment (POP) under the name Ron/Ronald, which is the main reason we requested further documentation to confirm that this name belongs to him. He has not provided a POP or a bank statement showing the name Reinhard. In the complaint thread, he stated that Ron/Ronald is a shortened version of his name used on his bank account, but he did not provide any supporting documentation showing the legal basis under which the bank accepted and used that name.

While he claims to have uploaded all documents under the name Reinhard, none of those include any proof of deposit or other bank-issued documents under that name.

Therefore, for verification to be completed, the player still needs to provide:

• A valid Proof of Address in the name Reinhard (e.g., a recent utility bill).
• A Proof of Payment showing the same name (Reinhard).

If the player confirms that no documents exist under the name Ron/Ronald, verification can only proceed once the required proofs under the name Reinhard are provided.

Dear Reinhold,

it is important to follow the steps outlined by the casino above. To complete your verification, please provide the casino with the requested documents. There is nothing more I can do at this stage, so I kindly ask you to cooperate directly with the casino.

Sorry I will be sending the documents tomorrow. Can I please get an extension?

Dear Reinhard,

for verification to be completed, you still need to provide:

• A valid Proof of Address in the name Reinhard (e.g., a recent utility bill).
• A Proof of Payment showing the same name (Reinhard).

The casino will not accept a car-related document like the one you submitted.

Hello, Here is a bank statement

Dear Reinhard,

the document you submitted is blurry. Could you please take a clearer photo of it and upload the new image?

Dear Reinhard,

Could you please send the original PDF version of your bank statement to jana.k@casino.guru?

We cannot accept the photo uploaded from your computer.

Dear Reinhard,

thank you for providing us with the document in PDF version.

Dear Mr Bet Casino representative,

I have provided you with the email containing the player´s document.

Dear Jana,

We have responded to your email inquiry. Please check your inbox.

Dear Reinhard,

you have been attempting verification since May 2025; however, you repeatedly submitted documents that did not meet the casino’s requirements, including edited or outdated proof of address, as well as payment method documents under a different name. You failed to provide official evidence linking the names "Ron/Ronald" to your identification. According to the casino´s terms, section 3.3.3, documents for verification must be provided in good quality and within 14 days of request.

Due to these inconsistencies, the casino doubts the authenticity of the submitted documents and will return your most recent deposit. You are advised to contact support for further assistance.

For the reasons outlined above, this complaint is now rejected. Thank you for your understanding. I am sorry we could not be of more assistance on this occasion. Please do not hesitate to contact us if you encounter any issues with this or any other casino in the future.