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Hello,

On November 24, 2025, I won €7680 at Mr. Bet Online Casino. I then withdrew this amount. The next day, I was asked to verify my account. So I went to the verification section of Mr. Bet, where it said I should send a picture of the front and back of my bank card. I did this. After more than 48 hours (this is the time the casino sets for verification), I still hadn't received any confirmation. In the chat, I was then told that I should upload a PDF of my last transaction (deposit) of €320 from November 24, 2025, from my online banking. I tried to do this and went to the verification page, but I still only had the option to upload my bank card. I explained this in the chat, and then I was asked to send the PDF file of the transaction via chat, and it was forwarded to the relevant department for review. This happened on Saturday, November 29, 2025. Since then, I have repeated this process five times after inquiring via chat, and verification has still not been completed. Therefore, I cannot withdraw the money. From November 25, 2025, until now, I still haven't been able to upload the transaction PDF to the verification section of the Mr. Bet website; my bank card images are still displayed. The casino doesn't even give me the option to upload the transaction PDF that they supposedly requested in the chat. I have already undergone verification once before; this is not the first time.

I urgently need help. I deposited €2300 from my Christmas bonus on November 24, 2025, and luckily won, but I can't access my winnings. I desperately need the money now. Please help!

Hallo,

ich habe am 24.11.2025 einen Gewinn in Höhe von 7680€ bei Mr. Bet Online Casino erspielt. Daraufhin diese Summe zur Auszahlung gebracht. Am nächsten Tag stand ich solle mich verifizieren. Ich gehe also in den Verifizierunsbereich von Mr. Bet und dort steht ich solle die Vorder-und Rückseite meiner Bankkarte als Bild schicken. Habe ich gemacht. Nach mehr als 48 Stunden (dies ist die Dauer, die das Casino für die Prüfung der Verifizierung festlegt) immer noch keine Meldung. Im Chat wurde mir danach mitgeteilt, dass ich die letzte Transaktion (Einzahlung) über 320€ vom 24.11.2025 in einem Pdf aus meinem Online Banking hochladen soll. Dies wollte ich machen und gehe auf die Verifizierungsseite, dort habe ich aber weiterhin nur dienMöglichkeit meine Bankkarte hochzuladen. Dies im Chat mitgeteilt, danach wurde ich gebeten das pdf File der Transaktion im Chat zu senden und es wurde an die zuständige Abteilung zur Überprüfung weitergeleitet. Dies ist am Samstag 29.11.2025 passiert. Seitdem habe ich diesen Vorgang nach hinterfragen im Chat, schon 5x wiederholt und es ist noch immer keine Verifizierung durchgeführt worden, ich kann somit das Geld nicht auszahlen. Seit dem 25.11.2025 bis jetzt habe ich noch immer nicht die Möglichkeit auf der Website von Mr. Bet im Verifizierungsbereich das pdf der Transaktion hochzuladen, es stehen noch immer meine Bilder meiner Bankkarte drinnen. Das Casino gibt mir nicht einmal die Möglichkeit das angeblich laut Chat angeforderte Pdf der Transaktion hochzuladen. Ich habe schon einmal eine Verifizierung durchführen lassen, dies ist nicht das erste Mal.

Bitte um Hilfe, ich habe am 24.11.2025 2300€ eingezahlt von meinem Weihnachtsgeld und habe glüxklicherweise gewonnen, komme aber nicht zu meinem Gewinn, ich benötige das Geld nun schon sehr dringend, bitte um Hilfe

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.

Dear Aleks1985,

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 can 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.

To clarify the case:

• Could you please specify when your previous verification was completed, and did the casino explain why you were asked to undergo the KYC process again?
• Could you please let me know when exactly you sent the last one of your verification documents?
• Have you received any confirmation from customer support after submitting the PDF file?

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

Petra

Hello Petra,

Thanks for your reply - regarding your questions:

1) Unfortunately, I don't know exactly when my first verification was - it was about 1 year ago.

2) I first sent the last verification document (a PDF with the €320 transaction from November 24, 2015) to customer service on Saturday, November 29, 2015, with confirmation via chat that it would be forwarded to the responsible department. Since then, I have forwarded the same document three or four more times via chat, and it has again been confirmed that the document has been forwarded to the responsible department.

I believe that answers your third question as well 🙂

Thank you for your support.

Hallo Petra,

danke für deine Antwort - zu deinen Fragen:

1) Leider weiß ich nicht, wann meine 1. Verifizierung genau war - ist ca. 1 Jahr her.

2) Das letzte Verifizierungsdokument (pdf mit der Transaktion über 320€ vom 24.11.2015) habe ich das erste Mal am Samstag den 29.11.2025 an den Kundendienst geschickt, mit der Bestätigung im Chat, dass es weitergeleitet wird an sie zuständige Abteilung. Seitdem habe ich dasselbe Dokument noch 3 oder 4 Mal im Chat weitergeleitet und es wurde wieder bestätigt, dass das Dokument an die zuständige Abteilung weitergeleitet wurde.

Ihr 3. Frage glaube ich ist somit auch beantwortet 🙂

Danke für Ihre Unterstützung.

Oh, and sorry, the casino did NOT tell me why a new verification is necessary.

Ach ja und sorry, das Casino hat mir NICHT mitgeteilt, wieso eine neuerlich Verifizierung notwendig ist

Dear Aleks1985,

Thank you for your reply and for providing the previous details.

To better understand your situation, could you please provide the following information:

• When did you make your last successful withdrawal, and how long did it take to be processed?
• Which payment method did you choose to withdraw your winnings? Was it the same method you used previously?
• Could you provide a screenshot of your current verification status in the Casino Account, please?
• Could you please update us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please upload a screenshot of your withdrawal history directly to this thread.
• Additionally, could you provide any other communication you had with the casino? This can include screenshots, emails, or chat records.

You can send all relevant documents to petra.h@casino.guru or post your screenshots directly to the thread.

Thank you in advance for your cooperation.

Dear Aleks1985,

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,
Petra
Casino.Guru