The player from Germany faced ongoing delays in receiving a payout despite having verified their account three months prior. After multiple contacts with support, they were asked to provide a PDF of their last deposit, which they did, yet they received no resolution. The issue was resolved when the player received confirmation that their documents had been verified and that the payment could be made. The complaint was subsequently marked as 'resolved' in the system by the Complaints Team.
Mr Bet Casino - Player's payout is delayed again.
Amount: €19,000
Mr Bet Casino
Safety Index:HighSafety Index
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8.9
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
Public
Public
1 month ago
Translation
Good evening,
This is the second time I've had problems with the casino. The first time the website ***********.com helped me pay out my winnings.
They delay the payment for so long and put you off every day. I hope you can help me,
I had already verified my account 3 months ago and now I had to upload a PDF file of the last deposit, which I did, with my name and everything.
I just can't move forward.
I have contacted support so many times. They always give me very friendly answers.
Edited by a Casino Guru admin
Automatic translation:
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1 month ago
Dear chrissi94,
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 are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.
Did you accumulate your winnings with or without an active bonus?
Could you please share your communication with the casino regarding the verification and withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Dominika
Public
Public
1 month ago
Translation
Dear Casinoguru Team,
I have just received confirmation that my documents have been verified and the payment can be made. Thank you in advance.
You can close this case as solved. 🙂
Thank you for your help
Mfg. CS
Automatic translation:
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1 month ago
Dear chrissi94,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Dominika
Casino.Guru
