Mr Bet Casino - Pelaajan kotiutus viivästyy vahvistusongelmien vuoksi.

I played at this casino using deposit bonuses and won a jackpot. After fulfilling the bonus wagering requirements, I wanted to withdraw my winnings. The casino initiated a verification process and requested some documents from me. I sent the required documents via email and waited for confirmation. There were a few misunderstandings regarding the documents, but everything was eventually submitted correctly. The problem is that I've been waiting for over three months for my documents to be reviewed and for the withdrawal to be processed. This is the second time with this casino that the verification process has been prolonged and significantly delayed due to larger wins. I don't know what to do next.

Ich habe bei diese Casino mit EinzahlungsBoni gespielt und einen Jackpot gewonnen, dann hab ich Boni Auszahlungsbedingungen erfüllt und wollte Geld auszahlen lassen. Es wurde von Casino die Verifizierung gestartet und einige Dokumente von mir verlangt. Ich habe benötigte Dokumente per E-Mail geschickt und auf Bestätigung gewartet. Es war ein paar Missverständnisse mit Dokumente aber dann wurde alles gut eingereicht. Das Problem ist, dass ich warte schon über 3 Monate, bis meine Dokumente geprüft wird und Auszahlung durchgeführt wird. Es ist schon zweites Mal mit diesem Casino dass über grössere Gewinne die Verifizierungsprozess verlängert wird und daurhaft verzögert wird. Ich weiss nicht, was ich weiter tun soll.

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 negative experience with Mr.Bet.

Please allow me to ask you a few questions so I can better understand the situation.

• Do I understand correctly that the main issue seems to be in verifying your residency?
• Could you kindly provide details regarding the types of documents you have submitted to the casino to verify your address?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Good day,

So, I sent them my payslip, employment contract, and registration certificate. They even wanted to see my residence permit, but I'm from Lithuania and have been working and living in Germany since 2018. Therefore, I don't need a residence permit in Germany. My ID and tax number are registered in Germany. They also requested a certificate of employment from my workplace, which I sent them as well. I contacted them several times recently to check the verification status. I was told I have to wait for a confirmation email, but it's been over three months already, and I still haven't received a response.

Guten Tag,

Also, ich habe denen, meine Lohnabrechnung, Arbeitsvertrag , Meldebescheinigung geschickt. Die wollten von mir sogar Aufenthaltserlaubnis sehen, aber ich bin aus Litauen, arbeite und wohne in Deutschland seit 2018. Von daher brauche ich keine Aufenthaltserlaubnis in Deutschland. Meine ID und Steuernummer sind in Deutschland registriert. Die haben noch dazu Arbeitsbescheinigung von der Arbeitsplatz nachgefragt, und diese Dokument habe ich ihnen auch geschickt. Zuletzt habe ich merhmals bei ihnen kontaktiert um Verifizierungsstatus zu wissen. Mir wurde gesagt, muss auf Bestätigungs Email warten, aber dauert all das uber 3 Monate schon und immer noch keine Antwort.

Dear Player8412,

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 Player8412,

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.

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

Dear Player8412,

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,

Jana