The player from Austria is experiencing difficulties withdrawing his winnings due to ongoing additional verification. We rejected the complaint because the player stopped responding, so we couldn't investigate further.
Mr Bet Casino - Player’s struggling to complete the account verification.
Amount: €2,900
Mr Bet Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
9 months ago
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10 months ago
Translation
Hello Casino Guru Team,
I have problems with the payout at Mr. Bet again (just like in November 2022, also clarified about you back then) today it's the same again Mr. Bet wanted confirmation that the Paysafe account is mine, I sent the confirmation on Sunday and nothing more from the side heard from mr bet!!!!
ed is really sad how mr bet behaves when paying out winnings because they don't want to pay out at all!!!! Please help me. Thanks
Best regards
ondrej
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10 months ago
Dear Andi0007,
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 takes KYC lightly and it might take a few working days to complete this thorough process.
Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings?
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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10 months ago
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Hello Prtronela,
This time it's about verifying the paysafe payment method, I sent the document and I've been waiting for an answer for 3 days!
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10 months ago
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Hello,
short update the payment method was verified on the Mr.Bet page I am now also verified (again) but now the support wrote to me and wants a residence permit for Austria from me, but I don't have it because I'm an EU citizen and they don't have it was already an issue in November 2022 was clarified at the time by my employer's payslip now I've sent payslips again! I feel so ripped off by Mr.Bet they just don't want to pay out my money!!!!! Cheeky especially because I did the whole thing in November 2022!!!
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10 months ago
Thank you very much, Andi0007, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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10 months ago
Hi Andi0007,
I've just reviewed your case and am very sorry that you came across such an issue. In order to help you resolve the problem, I will contact the casino.
I'd like to invite Mr Bet Casino to join this conversation and participate in the investigation.
Can you please provide us with any reasons why the verification that was previously done is necessary again?
Best regards,
Tomas
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10 months ago
Dear All,
Please be informed that the Player's account was successfully verified on 2023-06-22. The user has no active balance for withdrawal as he used it by playing.
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10 months ago
Dear Mr Bet Casino, thank you for the information.
Andi0007, can you please confirm this is correct so we can close the case accordingly?
Kind regards,
Tomas
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10 months ago
Translation
Hello, now I wanted to withdraw 400 euros again and Mr. Bet writes again he needs a residence permit from me !!!!!
Mr. Bet wrote you now that I am fully verified!!! What's that supposed to mean now I want my money!!!!
Mr Bet is screwing people
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10 months ago
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Here's the proof, I got this email today from Mr. Bet!!!!
But why when Mr.Bet wrote here that I have been verified since 06/23/2023 
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10 months ago
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And here's another email from Mr.Bet 😂
they don't even want to pay out lesbian 400 euros😂😂😂😂
Mr. Bet wrote here at casinoGuru that I've been verified since 06/22/2023 and now I'm not again???? I think Mr.Bet likes to play with his customers!!!!!
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9 months ago
Dear Mr Bet Casino,
Can I inquire as to why there is a need for re-verifying the same information? It has been previously established and confirmed that the player's account was successfully verified on 2023-06-22.
Thank you.
Kind regards,
Tomas
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9 months ago
Hello, Tomas!
I must confess there was a misunderstanding, and verification is still required. We still require a document mentioned in our email to complete the verification.
Dear Andi0007,
We ask you to provide us with one of the following documents:
- Residence permit;
- Payslip;
- Employment contract.
Thanks for your understanding and cooperation!
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9 months ago
Dear Andi0007,
Can you please provide the casino once more with one of the above-requested documents? I know it must be frustrating, but let's just finish the process.
Thank you.
Kind regards,
Tomas
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