The Residence Casino - general discussion

If you want to discuss anything related to The Residence Casino, such as its games, bonuses, payment methods, issues with your account, responsible gambling features, or anything else, you can do so here.

I am having issues contacting the casino. I am constantly in a queue for their online chat and then get kicked off due to inactivity. I have sent them numerous emails and no response. I have pending withdrawals

Being repeatedly disconnected from live chat while your emails go unanswered is understandably frustrating, especially with withdrawals pending.

How long have you been waiting for the withdrawals, what is the total amount, and which payment method are you using? Also, has your account verification been completed, and have you received any explanation for the delay?

We generally allow casinos up to 14 days to process withdrawals, but that isn’t a strict requirement to wait before seeking help. The next step will depend on how long this has been going on and whether there are any other issues beyond the lack of communication.

Hi thank you. Not a massive amount just £60 in two separate £30 transactions. Both withdrawn on 28th September.

Level 1 verification: basic is verified

Level 2: identification: awaiting approval.

Numerous emails and attempts at online chat and I've had no response yet.

Even though it’s £60, you still deserve a response and a clear explanation.

Your withdrawals have now been pending for ten days. The identification check awaiting approval could be holding them up, although we don’t have confirmation from the casino. When did you submit the documents for Level 2 verification? Does the account show anything else you need to provide, or simply that they’re awaiting approval?

For now, leave both withdrawals pending. The lack of communication is frustrating, but knowing how long the documents have been waiting will help us assess the next step.

Hi, I only noticed on 6th October that ID checks were not complete as they are not in an obvious place on the site. Screen shot provided. The only way to escalate is through online chat (no way of getting through) or via email where no response at all. I even tried the affiliate email address on their site to try and get a response but that email bounced back to be as undeliverable

Thank you I appreciate you taking time to respond.

The screenshot confirms that your identity verification is awaiting approval, but it doesn’t show when the documents were submitted. Did you upload them on 6 October when you noticed this, or had you already submitted them earlier?

If you uploaded them on the 6th, the verification itself has only been waiting a few days, although your withdrawals have been pending since 28 September. That distinction helps us understand the delay.

I understand you’ve already tried the available contact channels without success. There’s no need to keep repeating those attempts for now. Let me know about the upload date so we can assess the next step.

Dear Casino Guru Team,

Thank you for your feedback.

I would like to clarify an important misunderstanding: I did not start the verification process on October 6th. I have been trying to successfully verify my residential address with MrBet for approximately six weeks now.

The screenshot from October 6th merely shows the status of my verification at that time. It does not mean that I submitted my documents for the first time on that day.

I started proving my identity and, in particular, my home address about six weeks ago.

Since then, I have uploaded at least 20 different documents and proofs. I am in contact with the casino approximately every two days, submitting new documents or trying to find out why my previous documents were not accepted.

The problem is that my documents are repeatedly rejected without a concrete and comprehensible explanation of what is supposed to be wrong with them.

For example, I was informed at one point that scanned documents would not be accepted. As a result, I refrained from scanning any documents.

I was then informed that documents may not be converted to PDF files or created as PDFs independently. I subsequently complied with this requirement as well.

I adapted my approach each time according to the casino's instructions. Nevertheless, the submitted documents were rejected again.

Among other things, I submitted official government letters, insurance documents and other evidence which, according to the requirements sent to me, should generally be suitable as proof of address.

However, I keep receiving the same message that my document has been rejected or that my account is still not fully verified.

What I'm missing is a concrete explanation of which requirement the respective document actually fails to meet.

This is therefore not a verification check that has only been running for a few days, but a process that has been ongoing for approximately six weeks with numerous submissions and repeated rejections.

It is true that my payments have been outstanding since August 28th. However, the difficulties with address verification began several weeks prior.

I have already forwarded numerous emails to you as proof. The dates on these emails demonstrate that I was working towards verification long before October 6th.

I understand that Casino Guru needs to verify the timeline first. However, I ask that you do not assess my case as if I had only submitted my initial documents a few days ago.

I have spent six weeks trying to meet all the requirements, and now I no longer know which document I should even submit.

I am of course prepared to comply with legitimate verification requests. However, I urgently need a comprehensible explanation as to why my previous documents are repeatedly rejected.

Therefore, I am contacting you and expressly requesting your support.

Please help me get MrBet to review the submissions so far, provide specific reasons for rejection, and finally complete the verification process. I have a feeling it's a scam, but that's just my personal feeling.

My gaming account contains a total of €70,006.36, of which €24,000 has already been requested for withdrawal.

I simply want my legitimate claims to be verified and my winnings paid out after successful verification.

I sincerely hope that you can understand my situation and help me to clarify it.

Thank you so much for your time, your patience and your support.

Best regards

Ji Jaroslav, the documents were only uploaded on 6th October for identification checks.

Ok I won't send anymore messages for now and will await you advise on the matter.

Can you please look under what casino are you writing? Why you are replying to me in thread about completely different casino and for something which wasn't directed to you?

Find appropriate one and I know we spoke together about it, so the best would be to find thread where we are dealing with this casino.

Thank you.

Sure, let’s wait and see how things progress. As I mentioned, we generally allow casinos 14 days, and you’re getting close to that point, so I’d consider submitting a complaint.

Our Complaints Team may be able to guide you better than I can. I’m a forum administrator, so I can ask questions, answer yours as best I can, and share my thoughts, but I don’t investigate individual cases.

If you’d like our team to look into your situation and try to help resolve it, you’ll need to submit a complaint.

Ok I'll wait a few more days until I submit a formal complaint. Thank you.

Hi Marc, I’m having g the exact same problem as you, I submitted a withdrawal for £160 on 28th September and it’s just sat at submitted, I can’t get through via live chat and there’s no response to any emails I’ve sent, I’m thinking they’re scamming people.

Hi, I’m having trouble with this casino, I requested a £160 withdrawal on the 28th September and still haven’t received it, it’s just sat submitted status, I can’t get through via live chat and there’s no response to my emails, it feels like a scam.

Hi there. Sorry to see you in this situation.

Just like explained earlier, though, the complaint is here for you and the way you described the situation, I'd say it's worth a shot.

Let me forward you to it: https://casino.guru/complaints/create

It's been quite some time with no actual progress or even response; thus, I dare to say you could use some help.

What do you think?

Hi, yes please. At the very least I would like my deposits back.

I have used the complaint form.

Interesting this page says that the casino does not accept UK players but it let me sign up no issue, I am not using a VPN or anything either, surely then in that case all my deposits should be returned!!

To be honest I think it’s a scam site and our money has gone.

Ok, but this is not a refund service; please do not expect that. The complaints present mediated conversation between you and the casino in the first place, and refunds are not part of that.

Maybe it would be helpful to start with the guide: https://casino.guru/guide/how-we-resolve-casino-complaints

In my opinion we are not on the same page here.

Hello, I'd like to say that the matter is more complicated and I hope you don't mind if I describe patterns I daily see on the forum. It's a general observation.

It's very common for players from hugely regulated countries to play in offshore casinos like this one and then demand refunds because they had no clue. I don't think this mindset is safe. It's not just about the casino; it's normal that offshore casinos allow players from many countries and those players should protect themselves by doing research at least. Many players use offshore casinos and are paid in full, but if anyone is concerned about offshore licenses, they should not play at such casinos, as the UKGC quite directly advises.

From another perspective: If a player deliberately deposits money in a casino where they are registered and agrees to its terms and conditions, they are agreeing to transfer that money to that specific casino. I strongly recommend checking whether the casino is licensed under the UKGC before anyone decides to register there.

Well, back to the point: This specific site is fresh but has rather vague terms and conditions, just as the review says, so it may be problematic even with allowed countries. If the casino allows players to register and play and then says the country is restricted and money is forfeited, that's an entirely different and totally unfair situation, and offshore licenses rarely help players. This is something to keep in mind.

I understand your opinion, and I hope this casino will be fair, of course, since to me it seems we're dealing with delay and lack of communication. Given the circumstances, it's not the most positive mix, agreed.