Mr Bet Casino - general discussion (page 30)

Okay, great, at least we know a little more now. It would help if you could answer all my questions so we can move the discussion forward here on the forum and give other players a clearer picture of what you’re going through. Sharing those details can sometimes be very helpful.

Hello Jaroslav,

I sent them a utility bill, specifically a copy of my home insurance policy, dated July 15, 2026. It wasn't even three months old, as they required. Well, after 48 hours, as usual, they rejected it again.

I specifically obtained a registration certificate showing my address. This whole thing makes absolutely no sense anymore, the kind of nonsense they're pulling. I've already filed a complaint, but it's been under review for two days now. How long does that usually take?

It would really help to know why they rejected it. You said you tried to obtain the most official document available, so I don’t quite understand why it wasn’t accepted either. Let’s see how things progress.

As for your complaint, I expect it to be opened soon, although I can’t give you an exact timeframe. Our team handles a large number of complaints from other players too, so they can’t always get to each case immediately.

I hope everything will be cleared up and resolved in the end.

That's precisely the crux of the matter, something I can no longer explain to myself, so all I can say is that I don't know. I provided them with everything that complied with their guidelines. I truly can't explain it anymore.

Of course, I understand why you’re unsure what else you can do. In this situation, the casino should explain what’s happening, what information or documents might be missing, and what you can provide. Without that explanation, I don’t blame you for feeling stuck.

As I mentioned, our team will get to your complaint. Once it’s open, they’ll have some questions for you, so please be ready to respond.

I’m keeping my fingers crossed for you and hope this gets resolved as soon as possible.

Thank you.

I have documented everything so far, including the emails I sent them.

That’s a good approach. Keep a record of everything they send you and everything you send them. You don’t necessarily need to screenshot emails, as long as you save them, but if you contact live chat, take screenshots of the conversation.

That way, you can provide these records to our team if needed. They could be useful when looking into your case, so you’re doing the right thing.

Dear Casino Guru Team,

I urgently need your assistance with a verification and withdrawal problem with MrBet.com that has been ongoing for approximately four weeks. My player account currently contains around €70,000.

I understand that a thorough KYC check is necessary for a payout of this size. However, the problem is that I've been submitting new documents for weeks without the verification process being finalized.

In my estimation, I have now submitted approximately 30 different documents and pieces of evidence.

I have proven my identity and, in particular, my address multiple times using independent official documents. The casino has, among other things, my identity card with current address, bank statements showing my name and address, a court document less than three months old, and a current insurance certificate from my health insurance company, BARMER.

The issue with my BARMER insurance certificate is particularly baffling. Their support team had previously informed me in writing that health and social insurance documents are accepted as proof of address.

I then submitted a current insurance certificate dated September 27, 2026. It is an original PDF directly from my health insurance company. It has not been edited, altered, or scanned. My full name, current address, and insurance details are clearly stated on it.

Nevertheless, the verification process continued.

Additionally, proof of payment for a deposit of €100 on August 27, 2026, was requested. I provided this proof through my bank statements. Subsequently, a complete bank statement for the entire month was also requested. I complied with these requests as well.

For about four weeks now, the same process has been repeating itself: I submit the required document, am then supposed to wait 24 to 48 hours, and afterwards receive either a new request, a rejection, or notification that the review is still ongoing.

What is particularly contradictory is that I was briefly shown directly in my customer account that my profile had been successfully verified.

When I then simply asked support for written confirmation that the verification was complete and no further documents were required, I was informed that documents were still being reviewed.

I cannot understand this contradiction.

After about four weeks and the numerous official documents submitted, I now have the feeling that my account might not even be fully verified. I'm not claiming that my withdrawal is being deliberately blocked, but the way things have gone so far increasingly gives me that impression.

I particularly don't understand how my address can still be a problem. It has been proven on my identity card, my bank statements, a recent court document, and my health insurance records.

If all these official documents are insufficient, I must at least be given a concrete explanation of what information is still missing and why the existing evidence is not being accepted. So far, I have not received a comprehensible explanation.

With a balance of approximately 70,000 EUR, this situation is now extremely worrying for me.

I therefore ask Casino Guru to review my case and request a concrete statement from the provider.

I would particularly like to know:

What is still needed for final verification?

Why are multiple official documents with the same address not sufficient?

Why is my BARMER certificate not accepted, even though this type of document was explicitly listed as acceptable?

Why was my account already shown as "verified" even though support subsequently stated something different?

What is currently preventing the payout of my balance of approximately €70,000?

I can provide all relevant emails, screenshots and documents as evidence.

I am not refusing verification. On the contrary, I have cooperated extensively for weeks and submitted all the requested documents. However, I now don't know what else I should submit and therefore urgently request Casino Guru's assistance.

The most important thing is probably to keep all evidence from the beginning. Without screenshots, transaction data, and support chats, it will be much more difficult to clearly explain the case later.

Four weeks of repeated document requests without a clear explanation of what remains unresolved is understandably worrying, especially with €70,000 in your account.

The BARMER certificate and the conflicting verification messages are relevant points to examine. We can’t establish from the forum alone why the certificate wasn’t accepted or whether the "verified" status covered every required check, but you should receive a clear explanation.

I’d recommend submitting a formal complaint. Our complaint team handles the assessment and any communication with the casino; posting here doesn’t start that process. Include the support message confirming that insurance documents were acceptable and the screenshot showing your account as verified.

Have you already submitted a withdrawal request? If so, when, and what status does it currently show? You’ve explained the verification timeline clearly, but that would help clarify the payment side too.

Is it possible that mr.bet takes forever to process withdrawals? I am fully verified since 2nd Ocotber and still waiting that they approve my withdrawal. I played without bonus and the withdrawal dates back to 25th september and its 5000€.

Any reccomendation on what to do? I contacted support multiple times already but they only tell me they got so many requests and it takes more time.

Thanks!

Hey, I already replied to your other post about this casino.

Check it please and keep our conversation there.

Of course you are free to discuss your case with other players here.

Hello, I was able to complete the identity verification after four weeks; I only had to upload my ID card and driver's license 15 times. Then, confirmation was required that the specified payment account was mine. I uploaded that, and nothing has happened for 15 days. No rejection, but also no verification or confirmation.

It is good that the identity verification was finally completed, although having to upload the same documents around 15 times is certainly not a smooth process.

Now the verification of your payment account has remained unanswered for another 15 days, without being approved or rejected. That is already longer than the 14-day timeframe we generally give casinos to complete verification, so this is an important update for your complaint.

Please add this information to your existing complaint, including the date when you uploaded the proof that the payment account belongs to you. If possible, also attach a screenshot showing that it is still pending. This will allow our complaint team to consider the latest development when reviewing your case.

Has the casino confirmed that this payment-account check is the only remaining step before your withdrawal can be processed?