Mr Bet Casino - Pelaajan kotiutus viivästyy vahvistusongelmien vuoksi.

I would like to complain about Mr.Bet regarding a withdrawal of 12,300 DKK, which is still being held due to a verification process that has been ongoing for several weeks.

I fully accept that Mr.Bet has to complete KYC/payment verification. The problem is not the verification itself, but a very lengthy process with repeated document requests, technical issues and repeated messages to wait "up to 48 hours" without the case being completed.

Timeline

As early as July 27, 2026, Mr.Bet informed me in writing that my documents were under review and that processing could take up to 48 hours. Later that day, they specifically confirmed that new documents were being manually reviewed by their relevant department, again with up to 48 hours of processing time.

I have since continued to cooperate and provide the requested documentation.

Mr.Bet required, among other things, documentation for a Skrill deposit of 250 DKK on 20.07.2026, ID 81790957, as well as identity documentation.

At the same time, a problem arose regarding my name. My previous surname was Holm, while my current legal surname is Nielsen. I have submitted official documentation for the name change. My name also contains the Danish letter "ø" in Søby, which in systems without "ø" may appear as Soby/Soeby.

On July 31st, Mr.Bet itself acknowledged a technical issue: the field where my name was to be entered/changed could not be edited. I had sent a screenshot of the problem and Mr.Bet wrote that their relevant department had been informed and that they would contact me once the verification page was updated.

The documentation for the payment

Mr.Bet has requested a bank statement for the deposit of 250 DKK.

However, the payment was made via my Skrill wallet and not as a direct bank payment of 250 DKK from Wise to Mr.Bet.

I have original documentation from both Wise and Skrill.

My Wise account statement shows that my card *5472 on July 20 funded Skrill with 2,828 DKK + 3,030 DKK = 5,858 DKK.

Skrill's original Transaction Report shows the corresponding deposits from VISA *5472:

2,828 DKK – Skrill ID 7155643363 – PROCESSED

3,030 DKK – Skrill ID 7155669732 – PROCESSED

The report then shows subsequent wallet transactions on the same day, including two payments of EUR 33.44, Skrill ID 7155978374 and 7156030506, both PROCESSED.

I can thus document the payment chain:

Wise → Skrill → Skrill wallet payment.

Therefore, a bank statement showing a direct payment of 250 DKK to Mr.Bet cannot be obtained if the payment was made from an already funded Skrill wallet.

On August 13th, Mr.Bet itself confirmed that I had provided documents regarding my Skrill payment method, but maintained the requirement for a bank statement.

Technically impossible to upload

Mr.Bet also instructed me that the documents could only be uploaded through their Verification function and not via email/chat.

When I tried this, the system displayed:

"Unfortunately, we couldn't verify you."

Then it said that I had reached the document upload limit and that I should contact Mr.Bet support.

I have screenshot as documentation.

I was thus caught between two conflicting instructions: Support required upload via Verification, while the Verification system refused multiple uploads and referred me back to support.

Subsequently, Mr.Bet stated that the documents had been sent for manual review.

But once again I was told to wait up to 48 hours.

On August 15, Mr.Bet wrote again that the documents were still being reviewed by their specialists and that it could take up to 48 hours or even longer.

I find this particularly problematic because Mr.Bet had already stated on July 27 that the documents were under manual control with up to 48 hours of processing.

Thus, I have been repeatedly asked to wait "48 hours" while the process has continued for several weeks.

I have cooperated all the way, provided identity documentation, name change documentation, original Skrill information, original Wise account statement, and documented the technical issues.

I therefore ask Casino Guru to contact Mr.Bet and help get:

precisely stated what is still missing;

the payment chain Wise → Skrill → wallet assessed overall;

verification completed without another new 48-hour period;

my withdrawal of 12,300 DKK processed once the legitimate KYC requirements are met.

I can forward all correspondence, original Wise and Skrill documents, and screenshots as documentation.

Kind regards

Kim SN

Jeg ønsker at klage over Mr.Bet vedrørende en udbetaling på 12.300 DKK, som fortsat er tilbageholdt på grund af en verifikationsproces, der har stået på i flere uger.

Jeg accepterer fuldt ud, at Mr.Bet skal gennemføre KYC-/betalingsverifikation. Problemet er ikke selve verifikationen, men et meget langvarigt forløb med gentagne dokumentkrav, tekniske problemer og gentagne beskeder om at vente "op til 48 timer", uden at sagen bliver afsluttet.

Tidslinje

Allerede 27. juli 2026 oplyste Mr.Bet skriftligt, at mine dokumenter var under kontrol, og at behandlingen kunne tage op til 48 timer. Senere samme dag bekræftede de specifikt, at nye dokumenter blev kontrolleret manuelt af deres relevante afdeling, igen med op til 48 timers behandlingstid.

Jeg har siden fortsat med at samarbejde og levere den efterspurgte dokumentation.

Mr.Bet krævede bl.a. dokumentation for en Skrill-indbetaling på 250 DKK den 20.07.2026, ID 81790957, samt identitetsdokumentation.

Der opstod samtidig et problem omkring mit navn. Mit tidligere efternavn var Holm, mens mit nuværende juridiske efternavn er Nielsen. Jeg har fremsendt officiel dokumentation for navneændringen. Mit navn indeholder desuden det danske bogstav "ø" i Søby, som i systemer uden "ø" kan forekomme som Soby/Soeby.

Den 31. juli erkendte Mr.Bet selv et teknisk problem: feltet, hvor mit navn skulle indtastes/ændres, kunne ikke redigeres. Jeg havde sendt screenshot af problemet, og Mr.Bet skrev, at deres relevante afdeling var informeret, og at de ville kontakte mig, når verification-siden var opdateret.

Dokumentationen for betalingen

Mr.Bet har krævet et bankkontoudtog for indbetalingen på 250 DKK.

Betalingen blev imidlertid foretaget via min Skrill-wallet og ikke som en direkte bankbetaling på 250 DKK fra Wise til Mr.Bet.

Jeg har original dokumentation fra både Wise og Skrill.

Mit Wise-kontoudtog viser, at mit kort *5472 den 20. juli finansierede Skrill med 2.828 DKK + 3.030 DKK = 5.858 DKK.

Skrills originale Transaction Report viser de tilsvarende indbetalinger fra VISA *5472:

2.828 DKK – Skrill ID 7155643363 – PROCESSED

3.030 DKK – Skrill ID 7155669732 – PROCESSED

Rapporten viser derefter efterfølgende wallet-transaktioner samme dag, herunder to betalinger på 33,44 EUR, Skrill ID 7155978374 og 7156030506, begge PROCESSED.

Jeg kan således dokumentere betalingskæden:

Wise → Skrill → Skrill-wallet-betaling.

Der kan derfor ikke fremskaffes et bankkontoudtog, der viser en direkte betaling på 250 DKK til Mr.Bet, hvis betalingen blev foretaget fra en allerede finansieret Skrill-wallet.

Den 13. august bekræftede Mr.Bet selv, at jeg havde leveret dokumenter vedrørende min Skrill-betalingsmetode, men fastholdt kravet om bankkontoudtog.

Teknisk umulig upload

Mr.Bet instruerede mig samtidig i, at dokumenterne kun måtte uploades gennem deres Verification-funktion og ikke via mail/chat.

Da jeg forsøgte dette, viste systemet:

"Unfortunately, we couldn't verify you."

Derefter stod der, at jeg havde nået grænsen for dokumentupload, og at jeg skulle kontakte Mr.Bet support.

Jeg har screenshot som dokumentation.

Jeg blev dermed fanget mellem to modstridende instruktioner: Support krævede upload via Verification, mens Verification-systemet nægtede flere uploads og henviste mig tilbage til support.

Efterfølgende oplyste Mr.Bet, at dokumenterne var sendt til manuel kontrol.

Men endnu en gang fik jeg besked om at vente op til 48 timer.

Den 15. august skrev Mr.Bet igen, at dokumenterne fortsat blev gennemgået af deres specialister, og at det kunne tage op til 48 timer eller endnu længere.

Det finder jeg særligt problematisk, fordi Mr.Bet allerede 27. juli havde oplyst, at dokumenterne var under manuel kontrol med op til 48 timers behandling.

Jeg er således gentagne gange blevet bedt om at vente "48 timer", mens processen har fortsat i flere uger.

Jeg har samarbejdet hele vejen, leveret identitetsdokumentation, navneændringsdokumentation, originale Skrill-oplysninger, originalt Wise-kontoudtog og dokumenteret de tekniske problemer.

Jeg beder derfor Casino Guru om at kontakte Mr.Bet og hjælpe med at få:

præcist oplyst, hvad der eventuelt stadig mangler;

betalingskæden Wise → Skrill → wallet vurderet samlet;

verifikationen afsluttet uden endnu en ny 48-timersperiode;

min udbetaling på 12.300 DKK behandlet, når de legitime KYC-krav er opfyldt.

Jeg kan fremsende hele korrespondancen, originale Wise- og Skrill-dokumenter samt screenshots som dokumentation.

Med venlig hilsen

Kim S. N.

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 this complaint. I'm sorry to hear about the difficulties you're experiencing. To better understand the situation and determine how we may be able to assist you, I would like to ask you a few questions.

• Have you submitted any identity documents to the casino for verification in the past?
• When exactly did you change your surname? Did you request to update your surname in your casino account shortly after the change, or did you only attempt to update it when the casino requested additional KYC verification?
• Which of your documents are currently still pending verification?
• When was the last time the casino contacted you regarding your additional verification?
• Have any of the documents you submitted been reviewed and approved by the casino's relevant department?

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

Best regards,

Veronika

Dear Ksn8700

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, Lucia (lucia.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,

Veronika

Hello Ksn8700,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Mr Bet Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lucia

Dear Lucia,

To complete the verification process, we kindly ask the customer to provide the following document:

• A bank statement or detailed invoice in PDF format confirming the deposit of 250 DKK made via Skrill on 20 July 2026.

The previously submitted document was rejected because it was accompanied by a photograph of another device displaying the document. Unfortunately, such images cannot be accepted for verification purposes.

Please note that our Support Team informed the customer of the required document by email on 27 August 2026.

Kind regards,

Mr Bet Team

I've done that once via their site and explained I don't know how much so everything possible but every time it was rejected... So what good would it do that we do it here now when it's the same documents again they are misplaced... I've now gambled all that money away because I knew it would never be approved I feel like I've been fooled for 6 weeks and I'm going to write that on all sorts of reviews... I have copies of all the documentation and our email correspondence and chat correspondence... With where they ask for something new and then they ask for something they've got and then they ask for something new again and so you were kept for 6 weeks.. the company is nothing but a big scam.. I needed the money and need the money but it's secondary now when they've fooled me for so long and they're no longer of you so what the hell would it do now.. diabetes screenshots they got it, they asked for something for skrill they got it, diabetes for an explanation of why my last name has changed They've had that, countless uploads of various things and everything has been rejected... But for fun, pranks, let me do it... If there's even a bit of decency in that lying company... then they can compensate me half the amount.

Det har jeg gjort det en gange via deres side og forklare Jeg ved ikke hvor meget så alt muligt men hver gang blev det afvist... Så hvad skulle det hjælpe at det gør vi her nu når det er det samme dokumenter igen de bliver forlagt... Jeg har nu spillet alle de penge op fordi jeg vidste at det aldrig ville blive til at de blev godkendt Jeg føler at jeg er blevet holdt for nar i 6 uger og det kommer jeg også til at skrive på alle mulige anmeldelser... Jeg har kopier af alt dokumentation og vores e-mail korrespondance og chat korrespondance... Med hvor de beder om noget nyt og så beder de om noget de har fået og så beder de om nyt igen og sådan at man blev holdt hen i 6 uger.. firmaet er ikke andet end et stort scam.. jeg havde brug for pengene og har brug for pengene men det er jo underordnet nu når de har holdt mig for nar så længe og de er ikke mere af dig så hvad fanden skulle det så hjælpe nu.. diabetes screenshots det har de fået, de har bedt noget for skrill det har de fået, diabet om en forklaring på hvorfor mit efternavn har ændret sig det har de fået, utallige upload af diverse og alt er blevet afvist... Men for sjov skyld narrestreger så lad mig da gøre det... Hvis det så har en smule af anstændighed i det løgnagtige firma.. så kan de kompensere mig halvdelen af beløbet..

In addition, I will not send more to Mr bet as they have received countless times and only keep making fun of me... Please send again to casino Guru and you can send it further.

Derudover kommer jeg ikke til at sende mere til Mr bet da de har fået utallige gange og kun holde mig for nar... Tag igen sendte til casino Guru og I kan videre sende det.

Dear Ksn8700,

I’ve sent you an email regarding this matter. Please have a look when convenient.

Dear Ksn8700,

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.

Hello Lucia

Yes. I have already provided Mr.Bet with the requested Skrill documentation.

On 26 July, I sent Mr.Bet proof of the 250 DKK Skrill deposit made on 20 July together with confirmation that the Skrill account was registered in my name.

Since then, I have repeatedly provided and attempted to provide additional Skrill documentation in the formats requested by Mr.Bet.

The problem has not been my willingness or ability to provide the documentation. The problem has been Mr.Bet's verification process and upload system, which has repeatedly prevented further uploads and resulted in the same or similar documents being requested again.

You have now also reviewed the Skrill documentation yourself and confirmed that, from your perspective, it appears to sufficiently demonstrate the 250 DKK deposit.

I have therefore already complied with this request.

I would appreciate it if Casino Guru could now ask Mr.Bet to confirm exactly what, if anything, is still outstanding and why the documentation already provided has not been sufficient to complete the verification.

I remain fully willing to cooperate with any legitimate verification requirement, but I cannot continue indefinitely submitting the same documentation

repeatedly.

Kind regards,

Dear Mr Bet Casino Team,

As Ksn8700 mentioned, they have submitted multiple documents and are currently unsure which documents have already been accepted, which are still required, and in what format they should be provided.

Could you please provide us with the current status of their verification?

If you have still not received the bank statement in PDF format confirming the deposit of DKK 250, please also let us know whether the document upload system will be unlocked again and when the player will be able to resubmit it.

This clarification would help reassure the player, allow them to better understand the next steps, and help us assist them in completing the verification process.

Thank you for your assistance.

Dear Lucia,

We would like to inform you that, in addition to the information provided here, our Customer Support representative sent the customer an email outlining the exact reason for the document rejection and specifying the document required to complete the verification process.

Please find the relevant information below:

Proof of Payment: The submitted document was rejected because the customer attached a photograph of another device alongside the document. Unfortunately, such a photograph cannot be accepted for verification purposes.

To complete the verification, the customer is required to upload a bank statement or a detailed invoice in PDF format confirming the deposit of 250 DKK via Skrill made on 20 July 2026.

The customer was informed that they are welcome to upload the required document at any time. This information was sent to the customer on 27 August 2026. However, as of now, no additional document has been uploaded to the system.

Kind regards,

Mr Bet Team

Should I attach everything I've sent over time? Then you'll also see that you've received everything... Several times and each time you've asked for new ones or asked for them together again

Skal jeg vedhæfte alt det jeg har sendt til igennem tiden? Så vil du jo også se at i har modtaget alt... Flere gange og hver gang har i bedt om nyt eller bedt om de sammen igen

Dear Ksn8700,

I kindly ask that you submit the requested bank statement in accordance with the casino’s instructions. Please ensure that the document is in the correct format and that all necessary information is clearly visible.

Since the casino has indicated that you should now be able to upload the document, I sincerely hope that this process proceeds smoothly without any further issues.

Once you have submitted the document, please inform me so that we can verify if there are any outstanding concerns regarding the verification process.

Dear Ksn8700,

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.

I really have a hard time seeing why I have to do it again... Yes, both have seen the documentation that I have tried to do it repeatedly Why would I do it again now... Now that employee at Mr bet must be able to get this resolved without me having to do everything possible again.. What exactly are they asking for that I have sent.. I want to know exactly without a doubt what kind of document it should be... Because I have received everything before they have to write exactly what kind it should be that I have sent because they have received...

Jeg har virkelig svært ved at se hvorfor jeg skal gøre det en gang til... Ja begge fået at se den dokumentation på at jeg har forsøgt at gøre det gentagende gange Hvorfor skulle jeg gøre det igen nu... Nu må den medarbejder ved Mr bet kunne få det her løst uden at jeg igen skal til at gøre alt muligt.. Hvad er det de konkret beder om som jeg har sendt.. Jeg vil have at vide nøjagtig uden tvivl om hvad det skal være for et dokument... Fordi har har fået alting før de skal skrive nøjagtig hvad for et det skal være at dem jeg har sendt fordi har de fået...

Dear Ksn8700,

I’ve sent you an email. Could you please check your inbox?