Mr Bet Casino - Pelaajan kotiutus viivästyy vahvistusongelmien vuoksi.

I created an account a month ago and have won PLN 6,000 at the casino in the last 3 weeks

I'm struggling with verification and this is proof of the corner is not visible and this is not legible proof and

do something and that and you still have to fight with them...

They keep rejecting my documents and it's taking longer.

założyłem konto miesiąc temu wygrałem na kasynie 6000 zl od 3 tygodni 

mecze sie z weryfikacji a to dowód rogu nie widać a to nie czytelny dowód a

 zrób coś a do tamto i tak sie mecze z nimi... 

ciagle odrzucają moje dokumenty i sie to przedłuża 

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 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 take KYC lightly.

• Could you please list which documents you have already provided, and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?
• Could you please share with me your communication with the casino regarding the verification requirements and the feedback you received? 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 in advance for your reply.

Best regards,

Tomas

Hello KamCisz,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas 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 Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thanks for your patience.

If the issue with responding to the complaint persists, try using a different browser or a different device when responding. If the issue persists, share a screenshot so we may investigate the issue.

Regarding the documents you submitted,

• have you attempted to take the pictures in better lighting conditions during the day?
• Have you provided the casino with a valid proof of address document, such as a utility bill or confirmation of residence from your municipality?

Looking forward to your reply.

this is how I took photos in better lighting conditions during the day

tak robilem djęcia w lepszych warunkach wietleniowych w ciagu dnia

to confirm my residence, I sent a photo from the court to me

na potwierdzenie zamieszkania wyslylam zdj z sadu dddo mnie 

Thanks for the update.

I am sorry to learn your account was blocked.

Are you aware of any mistakes in providing personal information to the casino during registration or the verification process?

Have you been given any details regarding which details were supposedly wrong?

Looking forward to your reply.

Thanks for your reply.

• Are you aware of making any mistakes in providing personal information to the casino during registration or the verification process?
• Which information mismatch is the casino referring to?

Kindly provide a more detailed explanation of the situation from your point of view.

Dear KamCisz,

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.

the casino claims that I provided the wrong ID photo and the wrong registration confirmation

I got a new ID and went to the city hall and asked for a certificate of silting

They haven't replied to any of my 3 emails for a month

kasyno twierdzi ze podawałem złe zdj dowodu i zle potwierdzenie zameldowania 

o wyrobiłem nowy dowód i posedłem do urzędu miast i poprosiłem o wystawie zaświadczenia o zamuleniu 

od miesiąca nie odpisali mi na na żaden z 3 e-mail 

Dear KamCisz,

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, Jana (jana.k@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 KamCisz,

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 user’s account has been blocked in accordance with Section 3.1.3 of the rules:

"You must provide all mandatory information requested on your registration form, including your identity, address, and contact details such as a valid email address, place of residence, phone number, date of birth, and relevant payment information. All information must be true and accurate. You may not use a PO Box as your place of residence. It is your responsibility to ensure that the information you provide is complete and correct. Please note that we conduct verification procedures, and your account may be blocked or closed if you are found to have supplied false or misleading information or documents."

Any winnings obtained in violation of these rules will not be considered valid

Dear KamCisz,

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,
Jana
Casino.Guru