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I won €2,800 three weeks ago after losing about €1,000. Now I wanted to withdraw it, but I can't verify the account. I sent my passport clearly visible with all four corners. I sent my last deposit as a PDF from the bank, i.e. online banking, and also a picture of the online banking where the transfer is visible. But for the past three weeks I've been getting the answer that it hasn't been accepted. I've already written 50 emails to support. They're friendly, but I always get the same answer. The documents have arrived and they'll take 48 hours. And it's been like this for three weeks. I don't know what to do.

Ich habe vor 3 Wochen 2800€ gewonnen nachdem ich schon ungefähr 1000€ verloren habe. Jetzt wollte ich es auszahlen jedoch schaffe ich es nicht das Konto zu verifizieren. Ich habe meinen Reisepass deutlich sichtbar mit allen 4 Ecken gesendet. Ich habe meine letzt Einzahlung als Pdf von der Bank also Online Banking gesendet und auch ein Bild vom Online Banking wob die Überweisung sichtbar ist. Aber seit 3 Wochen kommt immer die Antwort dass es nicht akzeptiert wird. Ich habe schon 50 Emails mit dem Support geschrieben. Sind zwar freundlich kommt aber irgendwie immer die selbe Antwort. Die Dokumente sind eingelangt und brauchen 48 Stunden. Und dass geht schon seit 3 Wochen so. Ich weiß nicht was ich machen soll.

Dear 1985Kiko1985,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a crucial and essential process, during which the casino ensures 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, and it may take a few working days to complete this thorough process. 

• Could you please advise when the KYC verification started, and when exactly you sent the last document?
• Have you provided all the required documents as soon as possible and in the correct format? 
• Were any of the documents approved by the casino?
• Have you received any specific feedback from the support team regarding why your documents were not accepted?

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, 

Natalia

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hello,

Verification began on June 8, 2025. I sent the last documents again yesterday, June 27, 2025. However, the website says it's being verified for about 20 seconds and then it says it's not accepted. I uploaded it twice and in several possible formats. I think the passport was hopefully accepted yesterday. But the verification of the deposit from June 7, 2025, was not. Even though it's a PDF document from the bank. I also took a photo of the online banking with my phone where the deposit, my name, and my account number are visible. But that wasn't accepted either. Screenshots don't work in online banking. I haven't received any concrete response.

Hallo,

Die Verifizierung hat am 08.06.2025 begonnen. Die letzten Dokumente habe ich wieder einmal gestern am 27.06.2025 gesendet. Jedoch steht auf der Webseite wird überprüft ca. 20 Sekunden und dann steht wird nicht akzeptiert. Ich habe es zwitnah und in mehreren möglichen Formaten hochgeladen. Ich glaube der Reisepass wurde hoffentlich gestern akzeptiert. Aber die Verifizierung der Einzahlung vom 07.06.2025 nicht. Obwohl PDF Dokument von der Bank. Ich habe auch ein Foto mit dem Handy vom Online Banking gemacht wo die Einzahlung mein Name und meine Kontonummer sichtbar sind. Aber auch nicht akzeptiert. Screenshots gehen beim Online Banking nicht. Keine konkrete Rückmeldung erhalten.

Thank you very much for your reply, 1985Kiko1985. Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

Hello,

I've now emailed you some of the emails and documents that were sent to Mr.Bet. I hope you can help me. 🙂

Thank you.

Hallo,

Ich habe Ihnen nun einige der Emails und Dokumente die an Mr.Bet geschickt wurden per Email zukommen lassen. Ich hoffe Sie können mir helfen 🙂

Vielen Dank.

Thank you very much, 1985Kiko1985, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello,

So far, nothing has happened. I've also gotten the original bank statements from the bank and sent them to Mr.bet, but they aren't being accepted either. This isn't normal. Apparently, Mr.bet is waiting for me to give up the money. But the €1,000 I deposited was taken immediately. Please help me.

Hallo,

Bis jetzt ist immer noch nichts passiert. Ich habe jetzt auch noch von der Bank die original Kontoauszüge geholt und Mr.bet gesendet aber die werden auch nicht akzeptiert. Das ist nicht mehr normal. Anscheinend wartet Mr.bet darauf dass ich auf das Geld verzichte. Aber die 1000€ die ich eingezahlt habe wurden gleich genommen. Bitte um Eure Hilfe.

Dear 1985Kiko1985,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Mr Bet Casino representative to join this conversation and participate in resolving this complaint.

Dear Mr Bet Casino,

Could you comment on the situation?

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 1985Kiko1985,

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,

Stefan