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I am experiencing an issue with a prolonged verification process on Mr.Bet.

Before submitting my withdrawal, I contacted support to confirm whether any additional verification documents were required. I was informed that my account was verified, and my profile also displayed as "verified."

After submitting my withdrawal, and only once the initial 48-hour period had passed, I was asked to provide additional verification documents. I submitted these documents promptly and was given a 48-hour timeframe for review.

It has now been over five days since my initial withdrawal request, and well beyond the quoted 48-hour verification timeframe, yet my verification is still not complete. I have not been asked for any further documents, nor have I been provided with any clear timeline or explanation for the delay.

This has effectively stalled my withdrawal process, as I am being told that the withdrawal timeframe will not begin until verification is completed.

I am requesting clarification on why verification was not completed within the stated timeframe, why additional documents were requested after the account was initially presented as verified, and when the verification process will be finalized.

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 Scotchunicorn, 

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? 

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, 

Attila

Hello Attila,

Thank you for your response.

Before requesting my withdrawal, I contacted support to confirm whether any additional verification would be required. I was informed that my account was verified, and I will provide a screenshot from the app confirming this status. I do understand that additional verification may sometimes be required, which is exactly why I reached out in advance to avoid any delays.

After submitting the withdrawal, I was only asked to provide additional documents after the initial 48-hour period had already passed.

I have submitted all requested documents promptly and in good faith, including:

• Front and back of my driver’s license
• Selfie with my driver’s license
• Photo of my passport
• Selfie with my passport
• Two proofs of address (bank statement and utility bill)
• A full March bank statement obtained directly from my bank (as standard statements were not yet available)
• Screenshot of my online banking showing the deposit
• E-transfer confirmation email with transaction details

Initially, I was told that only a single transaction ($75) was required as proof of payment. I provided this. I was then informed that all March transactions were required, which is why I had to contact my bank to obtain a full statement.

After submitting the full statement, it was rejected for inconsistent reasons:

• First, I was told it only showed one transaction (which is incorrect)
• Then, I was told it was a "scan" and not the original PDF

Following this, support instructed me to record a video opening the original email from my bank and uploading the same document again to prove its authenticity. I complied with this request immediately.

However, after doing so, I was informed that the 48-hour verification window had been reset, despite this being the same document that had already been under review for several days and re-submitted only at the request of support. I was not informed in advance that complying with this request would restart the verification timeframe.

Additionally:

• I have been told my case was "prioritized," but no confirmation, timestamp, or updated timeline has been provided
• I have received only vague, scripted responses via chat that the documents are actively being reviewed without confirmation or definitive timelines offered
• I have submitted multiple internal complaints via email and received responses; however, these responses appear to be copy-pasted and do not address the specific issues raised, nor do they provide any resolution, timeline, or meaningful update

It has now been approximately one week since I requested the withdrawal.

I have made every effort to comply fully and promptly with all verification requirements. However, the process has been repeatedly delayed due to shifting requirements, inconsistent feedback, and the resetting of timelines.

Regarding ADR, I have been informed by the casino that they are currently in talks with an ADR provider but do not have an active one at this time. I would appreciate clarification on whether casinos are required to have an active ADR provider in place and make that information accessible to players?

I can provide:

• The bank statement from my bank as sent to the casino in its original form
• The PDF version from my banking portal

I have attached:

• The original email e-transfer confirmation
• A screenshot of my initial reach out to the support team back on March 25th when my profile showed as "verified" noting that I had already been waiting 24 hours at that point to even hear if additional verification documents were needed

Please let me know if you require anything further from my side.

Thank you for your assistance.

Best regards,

[redacted]

I would like to provide a brief update.

I contacted support again today and was informed that the verification department now requires "additional time to investigate." However, no explanation has been provided as to what is being investigated, why this is necessary, or how long this will delay the process.

My verification and withdrawal remain pending, and I have still not been given any clear timeline or actionable feedback.

I wanted to provide another update as I’ve now received conflicting information from support.

I was told multiple times that once verification is completed, the withdrawal is processed immediately.

Today, I was told that after verification, the withdrawal goes into an "in process" stage that can take up to 5 business days.

These two explanations directly contradict each other, and given that I’ve already been waiting about a week due to verification delays, this is pretty concerning.

I have screenshots of both conversations.

Oh sorry and lastly: I uploaded my verification documents five days ago. I reuploaded a copy of the same bank statement I submitted five days ago two days ago to make a video for support showing the authenticity as requested by the support team but I did not upload new documents at that time.

I made the withdrawal and verification request a week ago and have been waiting five days (and counting) on the verification.

Sorry I know this has been a lot of updates.

I was told two days ago that my verification had been "prioritized" and moved into a faster queue, a statement that was verified by multiple agents. I have since been told that prioritization is impossible on their system. The casino is now denying that any incorrect information was provided. I have screenshots confirming both below.

It’s now been over a week since I requested the withdrawal, seven days since I submitted my documents for verification and 72 hours since I was asked to resubmit the same documents they already had on file. They are offering me no timeline to the completion of the verification or withdrawal.

Dear Scotchunicorn, thank you for your response. Have you received any communication indicating the status of your latest document submission?

Additionally, could you please forward the documents you submitted for verification to my email? You can reach me at attila.g@casino.guru.

Thank you in advance for your response.

Hi there,

They finally issued the withdrawal and then immediately closed my account. It was an awful casino to work with but I'm glad I at least got the funds.

Dear Scotchunicorn, thank you for your response. I am glad to hear that you have received your withdrawal. Were there any funds locked in your account at the time of its closure? Alternatively, can we consider this complaint resolved?

Thank you in advance for your reply.

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

Dear Scotchunicorn,

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,

Attila