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Hello CasinoGuru team,

I'm contacting you again because you've successfully helped me twice in the past – in some truly unbelievable situations. Last time, everything suddenly moved very quickly after you got involved. Therefore, I sincerely hope you can help me again this time.

This is currently about the online casino Mr.Bet, and not Mr.Ben. I couldn't find any information about Mr.Bet refusing to pay out my balance of €3,000.

This casino in particular disappoints me, as it always seemed reputable to me and was my preferred casino. With some providers, you expect problems – but not with Mr.Bet.

Regarding the facts:

My credit card (ING DiBa) dates from 2024 and was successfully verified that same year. Since then, I have made numerous deposits and withdrawals with this card – including at Mr.Bet – without any issues.

The card has a special design (name on the front, card number on the back), which means both sides cannot be shown in a single photo. This issue existed previously. Therefore, in 2024, the bank issued me an official written confirmation as a PDF, verifying the card's authenticity, my ownership, and the card number. I provided this document to Mr.Bet.

Now to the problems and contradictions:

Initially, I was informed that the uploaded bank confirmation (PDF) could not be opened or was corrupted. I then checked the file myself (it opened without any problems) and uploaded it again.

I then received feedback that the document dated from 2024 and was therefore "too old".

Today I was once again told that verification was not possible because the file supposedly could not be opened.

These contradictory explanations (first "file defective", then "too old", then again "file defective") are incomprehensible to me and reinforce the impression that the verification – and thus the payment – ​​is being deliberately delayed.

The justification that the confirmation document issued by the bank is "too old" seems particularly contradictory to me. Both the credit card and the corresponding bank confirmation date from 2024 and were accepted and successfully used for verification at that time. The card is still active and has been used regularly for deposits and withdrawals ever since. From my perspective, it is incomprehensible why a document that confirms the authenticity and ownership of a still-valid credit card should suddenly be considered unsuitable solely because of its issue date – especially since I was not informed of any expiration date or update requirement.

Mr. Bet also requested complete bank statements. I was offered several options for submitting them, which I did. Nevertheless, everything was rejected again without any concrete or comprehensible explanation.

I would like to explicitly state that I have uploaded all documents requested by Mr.Bet and necessary for verification completely and correctly. I have been cooperative throughout the entire process. Nevertheless, the documents are being rejected with varying, generalized statements such as...

– "Documents insufficient"

– "Photo blurry"

– "Document too old"

rejected without me being specifically informed what is actually missing or insufficient.

In my view, this procedure is opaque, disproportionate, and likely to delay the payout of my balance.

I can of course provide all documents, screenshots and the complete communication with Mr.Bet.

Thank you in advance for your support.

Hallo CasinoGuru-Team,

ich wende mich erneut an euch, da ihr mir in der Vergangenheit bereits zweimal erfolgreich geholfen habt – in teils wirklich unglaublichen Fällen. Beim letzten Mal ging nach eurer Einschaltung plötzlich alles sehr schnell. Daher hoffe ich sehr, dass ihr mir auch diesmal wieder helfen könnt.

Aktuell geht es um das Online-Casino Mr.Bet, und nicht um Mr.Ben. Konnte Mr.Bet nicht finden, das mir die Auszahlung meines Guthabens in Höhe von 3.000 € verweigert.

Gerade dieses Casino enttäuscht mich besonders, da es für mich immer seriös wirkte und mein bevorzugtes Casino war. Bei manchen Anbietern rechnet man mit Problemen – bei Mr.Bet jedoch gerade nicht.

Zum Sachverhalt:

Meine Kreditkarte (ING DiBa) stammt aus dem Jahr 2024 und wurde bereits 2024 erfolgreich verifiziert. Seitdem habe ich mit dieser Karte zahlreiche Ein- und Auszahlungen vorgenommen – auch bei Mr.Bet – ohne Beanstandungen.

Die Karte besitzt ein spezielles Design (Name auf der Vorderseite, Kartennummer auf der Rückseite), weshalb beide Seiten nicht gleichzeitig auf einem Foto dargestellt werden können. Dieses Problem bestand bereits früher. Deshalb hat mir die Bank 2024 eine offizielle schriftliche Bestätigung als PDF ausgestellt, in der die Echtheit der Karte, meine Inhaberschaft sowie die Kartennummer bestätigt werden. Dieses Dokument habe ich Mr.Bet zur Verfügung gestellt.

Nun zu den Problemen und Widersprüchen:

Zunächst wurde mir mitgeteilt, dass sich die hochgeladene Bankbestätigung (PDF) angeblich nicht öffnen lasse bzw. beschädigt sei. Ich habe die Datei daraufhin selbst überprüft (sie ließ sich problemlos öffnen) und sie erneut hochgeladen.

Daraufhin erhielt ich die Rückmeldung, dass das Dokument aus dem Jahr 2024 stamme und deshalb „zu alt" sei.

Heute wiederum bekam ich erneut die Aussage, eine Verifizierung sei nicht möglich, da sich die Datei angeblich nicht öffnen lasse.

Diese sich widersprechenden Begründungen (zuerst „Datei defekt", dann „zu alt", dann wieder „Datei defekt") sind für mich nicht nachvollziehbar und verstärken den Eindruck, dass die Verifizierung – und damit die Auszahlung – gezielt verzögert wird.

Besonders widersprüchlich erscheint mir zudem die Begründung, das von der Bank ausgestellte Bestätigungsdokument sei „zu alt". Sowohl die Kreditkarte als auch die dazugehörige Bankbestätigung stammen aus dem Jahr 2024 und wurden damals akzeptiert und erfolgreich zur Verifizierung genutzt. Die Karte ist weiterhin aktiv und wurde seitdem regelmäßig für Ein- und Auszahlungen verwendet. Aus meiner Sicht ist nicht nachvollziehbar, warum ein Dokument, das die Echtheit und Inhaberschaft einer weiterhin gültigen Kreditkarte bestätigt, allein aufgrund seines Ausstellungsdatums plötzlich als ungeeignet gelten soll – zumal mir keine zeitliche Gültigkeit oder Aktualisierungsanforderung genannt wurde.

Zusätzlich verlangte Mr.Bet die Vorlage vollständiger Kontoauszüge. Mir wurden mehrere Optionen zur Einreichung angeboten, denen ich nachgekommen bin. Trotzdem wurde alles erneut ohne konkrete oder nachvollziehbare Begründung abgelehnt.

Ich möchte ausdrücklich festhalten, dass ich alle von Mr.Bet angeforderten und zur Verifizierung notwendigen Dokumente vollständig und ordnungsgemäß hochgeladen habe. Ich war während des gesamten Prozesses kooperativ. Dennoch werden die Unterlagen mit wechselnden pauschalen Aussagen wie

– „Unterlagen nicht ausreichend"

– „Foto unscharf"

– „Dokument zu alt"

abgelehnt, ohne dass mir konkret mitgeteilt wird, was tatsächlich fehlt oder nicht ausreicht.

Aus meiner Sicht ist dieses Vorgehen intransparent, unverhältnismäßig und geeignet, die Auszahlung meines Guthabens zu verzögern.

Ich kann selbstverständlich sämtliche Unterlagen, Screenshots und die komplette Kommunikation mit Mr.Bet zur Verfügung stellen.

Vielen Dank im Voraus für eure Unterstützung.

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.

• Do I understand correctly that the casino didn't accept the photo of your ID either?
• Could you please share with me your communication with the casino as evidence of the incident? 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

Dear bessi2000,

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, Samuel (samuel.s@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 bessi2000,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Mr Bet Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Mr Bet Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in the player’s withdrawal due to pending verification.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Dear Samuel,

Please note that on January 23, the documents were checked and the reason for declining the document confirming the payment method was that the user uploaded a damaged PDF document.  We ask the user to upload a bank statement with full card details and full name or a bank statement with a deposit of €40.00 dated January 10 to our website.

Hello everyone,

thank you, Mr Bet Casino, for the update.

bessi2000, please upload the requested document again as instructed by the casino and let us know once it’s done.

It was not verified again.

Wurde erneut wieder nicht verifiziert

Hello everyone,

thank you for the update, I understand.

Mr Bet Casino, could you please check this case again and clarify what went wrong this time and why the document was not verified again? It would be helpful to know what exactly is missing or incorrect so the player can address it properly.

bessi2000, once we have more details from the casino, I’ll let you know how to proceed.

Dear Samuel,

I would like to inform you about the current status.

Although I originally did not want to submit full bank statements due to the bank confirmation already provided, I have now given in and uploaded the bank statements requested by the casino.

Despite this, my verification was still not completed.

I have now

the official bank confirmation of card ownership submitted

The file was uploaded multiple times.

and additionally provided the required bank statements.

However, the verification is still not being released.

From my perspective, I have provided all the required documentation and have fully complied with the casino's requirements. The fact that the verification process remains incomplete despite my full cooperation is incomprehensible to me.

Please let me know how we can proceed from here.

Thank you for your support.

Lieber Samuel,

ich möchte Sie über den aktuellen Stand informieren.

Obwohl ich ursprünglich aufgrund der bereits eingereichten Bankbestätigung keine vollständigen Kontoauszüge übermitteln wollte, habe ich nun nachgegeben und die vom Casino geforderten Kontoauszüge entsprechend hochgeladen.

Trotzdem wurde meine Verifizierung erneut nicht abgeschlossen.

Damit habe ich inzwischen

die offizielle Bankbestätigung zur Karteninhaberschaft eingereicht,

die Datei mehrfach erneut hochgeladen,

sowie zusätzlich die geforderten Kontoauszüge bereitgestellt.

Dennoch wird die Verifizierung weiterhin nicht freigegeben.

Aus meiner Sicht habe ich sämtliche geforderten Nachweise erbracht und bin dem Casino in allen Punkten entgegengekommen. Dass die Verifizierung trotz vollständiger Mitwirkung weiterhin nicht abgeschlossen wird, ist für mich nicht nachvollziehbar.

Bitte lassen Sie mich wissen, wie wir nun weiter vorgehen können.

Vielen Dank für Ihre Unterstützung.

Dear Samuel,

To proceed with the verification process, the user is required to upload proof of payment for the transaction dated 2026-01-10 in the amount of 40.00 EUR in order to confirm the payment method.

The most recent decline occurred because the user submitted a photo of the card without the cardholder’s name.

We kindly ask the user to provide one of the following documents:

• A bank statement showing the full card details along with the cardholder’s full name; or
• A bank statement clearly displaying the deposit transaction dated 2026-01-10.

We will continue the review as soon as the appropriate documentation is received.

Hello everyone,

thank you, Mr Bet Casino, for the clarification. Please let us know once the document is reviewed or if anything else is needed.

bessi2000, the casino has explained what is still missing. Please upload the requested document accordingly and let us know once it’s done.

I have nothing more to upload. I'm sorry.

Ich habe jetzt nichts mehr was ich noch hochladen kann. Tut mur leid.

Dear Samuel,

Unfortunately, the user’s most recent documents were rejected for the same reason as before.

We kindly ask the user to provide one of the following documents:

• A bank statement showing the full card details along with the cardholder’s full name; or
• A bank statement clearly displaying the deposit transaction dated January 10, 2026.

The user has been informed about which specific documents need to be uploaded.

Hello everyone,

Thank you, Mr Bet Casino, for the update and clarification.

bessi2000, the casino has confirmed that the same issue remains and has clearly outlined which specific document is required. If it’s possible, please try to provide one of the requested bank statements so the verification can continue. If you’re unable to obtain this document, please let us know why, so we can assess how to proceed.

This bank statement doesn't show my credit card number, but my bank account number because it's a debit card. We're going in circles. I've already submitted this bank statement, and it hasn't been verified. I submitted the bank confirmation, and it hasn't been verified either. This has been going on for two months now. I'd like to know why I'm not being allowed to submit documents to get certified. I've been using this card for a long time, and it's already been verified at this casino.

Auf diesem Kontoauszug steht nicht die Kreditkartennummer sondern meine Kontonummer weil es eine Debit-Karte ist. Wir drehen uns im Kreis. Ich habe diesen Kontoauszug auch schon eingereicht und er wurde nicht verifiziert. Ich habe die Bankbestätigung eingereicht und sie wurde nicht verifiziert. Das geht jetzt seit 2 monaten. Ich würde gerne mal wissen aus welchem Grund ich keine Dokumente einreichen sollte um mich zertifizieren zu lassen. Mir dieser Karte spiele ich schon lange und auch in diesem Kasino ist diese karte schon verifiziert worden.

Hello everyone,

thank you Mr Bet Casino for the clarification regarding the required documents.

It appears that you are likely now communicating directly with the relevant department and working on resolving bessi2000’s verification request. The player should provide the specific document requested so the process can continue.

bessi2000, could you please confirm whether you have already sent a bank statement clearly displaying the deposit transaction dated January 10, 2026 to the casino?

Mr Bet Casino, can you also confirm if this is correct—that once the player provides this document, the verification process can proceed?

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

Dear bessi2000,

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,

Samuel