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I have deposited and played on the Mr. Bet Casino website several times. I won €950 and wanted to withdraw it 11 days ago. Now, after 2 days, they demanded verification. I then sent them all the required documents. After 2 days, I received a message saying that my identity document was not accepted. So I uploaded another document with the same result. Always at 50-hour intervals because they are repeatedly rejected. However, you can see all the data on all the documents I have submitted. What bothers me most is that I was never informed of anything wrong and, above all, that it always takes several days before I receive notification that something is wrong. I just want my winnings of €950 transferred promptly to the same account from which I made my deposits. What should I do? It cannot be that one has to wait forever for money that I have honestly won. Please help!

Ich habe auf Mr. Bet Casino Seite mehrmals eingezahlt und gespielt. Ich habe 950€ gewonnen und wollte diese vor 11Tagen auszahlen lassen. Nun verlangten sie nach 2Tagen eine Verifikation. Daraufhin habe ich ihnen alle erforderlichen Dokumente übermittelt. Nach 2 Tagen kam der Hinweis das mein Identitäts Dokument nicht akzeptiert wurde. Also habe ich ein anderes Dokument hochgeladen mit dem selben Ergebniss. Immer im 50Stunden Rytmus da sie immer wieder nicht akzeptiert werden. Man kann aber auf allen von mir eingereichten Dokumenten alle Daten sehen. Was mich extrem stört ist das ich nie darauf hingewiesen wurde was nicht passt und vor allem das es immer mehrere Tage Dauert bis ich Bescheid bekomme das es nicht passt. Ich will doch nur meinen Gewinn von 950€ Zeitnah auf das selbe Konto von dem ich meine Einzahlungen gemacht habe überwiesen bekommen. Wie soll ich vorgehen es kann doch nicht sein das man auf sein ehrlich gewonnnenes Geld ewig warten muss. Bitte um Unterstützung!

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing.

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.

• What specific documents have you submitted for verification, and when exactly did you send the last one?
• Have any of your documents been approved by the casino?
• Can you confirm if you received any specific reasons for the rejection of your identity documents?
• Have you contacted customer support for assistance regarding the verification process? If so, what was their response?

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,

Veronika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Good day

The first thing I did was send the casino photos of my driver's license, which were approved by the system, but later (after 60 hours) rejected. I then took new photos of my driver's license, but the same problem again. I then sent photos of my passport, but unfortunately the same result again. I don't understand why you always have to wait so long before you're told that something is wrong. And above all, you're not told what the problem is. I've spoken to live support several times, but I've just been put off. I simply don't understand why the verification of three documents always takes 2-3 days, that simply can't be right these days. I played at Mr. Bet because they advertise fast payouts. I've now been waiting almost 15 days.

Kind regards, Kerschbaummayr

Guten Tag

ich habe dem Casino als erstes Fotos von meinem Führerschein geschickt die wurden vom System genehmigt. Aber später (nach 60 Stunden) abgelehnt. Danach habe ich neu Fotos von meinem Führerschein gemacht wieder das gleiche Problem. Danach habe ich Fotos von meinem Reisepass übermittelt aber leider wieder mit dem gleichen Ergebnis. Ich verstehe nicht warum man immer so lange warten muss bevor einem bekanntgegeben wird das etwas nicht passt. Und vor allen es wird einem nicht Mitgeteilt was nicht passt. Ich habe mit dem live support mehrmals gesprochen wurde aber nur vertröstet. Ich verstehe einfach nicht warum die Prüfung von 3 Dokumenten immer 2-3 Tage dauert das kann in der heutigen Zeit einfach nicht sein. Ich habe bei Mr. bet gespielt weil sie Werbung mit schneller Auszahlung machen. Mittlerweile warte ich schon fast 15 Tage darauf.

mfg Kerschbaummayr

After a lot of back and forth, the verification has finally worked. Now I'm still waiting for the payout, but I hope that will happen soon. Thanks for your help.

Jetzt hat nach langem hin und her die Verifizierung geklappt. Jetzt warte ich noch auf die Auszahlung aber ich hoffe das geht jetzt auch schnell voran. Danke für ihre Hilfe.

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

Dear Stampal100,

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,

Veronika