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I deposited a total of €300 into my Mrbet account on June 12, 2025, and now have €395.83 in my account. I wanted to make a withdrawal and was asked for verification. My documents (which are always in perfect order) have been rejected several times without explanation. Therefore, it is currently impossible for me to withdraw my money. I would appreciate any help! Thank you!

Ich habe am 12.06.2025 insgesamt EUR 300 bei Mrbet einbezahlt und habe nun EUR 395,83 am Konto. Ich wollte eine Auszahlung tätigen und wurde zur Verifizierung aufgefordert. Meine Dokumente (die stets einwandfrei sind) wurden bereits des öfteren und ohne Erklärungen abgelehnt. Es ist mir also zum jetzigen Zeitpunkt unmöglich, mein Geld auszuzahlen. Ich bitte um Hilfe! Dankeschön!

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 Dembelem001,

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 can 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 let me know which documents you have already provided and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?
• How many times have your verification attempts been unsuccessful?

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

Petra

Thank you for your reply. I am fully aware that identity verification (KYC) is important and makes sense. I have already completed over 90 different KYCs with various bookmakers and there has never been a problem – except for this particular case with Mrbet.

I will gladly answer your questions:

• I uploaded my passport and a screenshot of the Skrill deposit at Mrbet. I uploaded the last document on November 7, 2025!
• Yes, I uploaded all the required documents as quickly as possible and in the correct format!
• The verification attempts have failed three times so far. Once, it was stated that the passport photo was blurry – which is absolutely untrue. I then uploaded a different passport photo and received the same response.

Please contact us if you require more information.

Thank you and best regards

Vielen Dank für Ihre Antwort. Mir ist volkommen klar, dass eine Identitäsprüfung (KYC) wichtig ist und Sinn macht. Ich habe bereits über 90 verschiedene KYC's bei unterschiedlichsten Buchmachern durchgeführt und niemals hat es ein Problem gegeben - bis auf den gegenständlichen Fall bei Mrbet.

Gerne antworte ich auf Ihre Fragen:

• Ich habe meinen Reisepass sowie einen Screesnhot über die Skrill Einzahlung bei Mrbet hochgeladen. Das letzte Dokument habe ich genau am 07.11.2025 hochgeladen!
• Ja ich habe alle erforderlichen Dokumente so schnell wie möglich und im korrekten Format hochgeladen!
• Die Verifizierungsversuche waren bis jetzt 3 mal erfolglos. Es wurde einmal angegeben, dass das Bild des Reisepasses verschwommen ist - was absolut nicht der Wahrheit entspricht. Daraufhin habe ich ein anderes Bild des Reisepasses hochgeladen und mir wurde die selbe Antwort geliefert.

Bitte um Rücksprache wenn Sie mehrere Informationen benötigen.

Dankeschön und LG

Thank you for your reply and for providing the previous details, Dembelem001.

Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

I've sent you the screenshots by email. Thanks and best regards.

Ich habe Ihnen die Screenshots per Mail übermittelt. Danke u LG

Dear Dembelem001

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 Kajka (karla.m@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,

Petra

Hello Dembelem001,

My name is Karla and I will be assisting you with your case, I hope we can work together toward a clear and fair resolution.

To ensure full transparency, I would like to invite a representative from Mr Bet Casino into this conversation.

Dear Mr Bet Casino,

Could you provide additional details regarding this payment delay and clarify the current status of the transaction? We would also appreciate it if you could share any relevant evidence or documentation that may help us to resolve this case.

Thank you in advance for your cooperation.

Dear Karla,

The withdrawal request for €395.00 was successfully processed today and is now in "success" status.

If you have any questions, we will be happy to help. 

Hello Dembelem001,

Thank you very much for your cooperation so far.

The casino has informed us that your withdrawal of €395 has been successfully processed.

Could you please confirm once you receive the funds in your account?

Your confirmation will help us close this case accurately.

Thank you in advance.

Dear Dembelem001,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Karla
Casino.Guru