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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.

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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