Home Complaints Mr Bet Casino - Player’s trying to complete the KYC.

Amount: €1,798

Mr Bet Casino - Player’s trying to complete the KYC.

8.4/10 Very Good reputation Submitted: 20 Nov 2020 | Case opened
Current status

Waiting for casino to reply

6d 5h 0m 2s

Case summary

8 days ago - 23 Nov 2020

The player from Germany provided multiple documents, but her account hasn’t been verified.

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I won the amount, met all requirements ... all documents have already been sent in several times.

Despite everything, no verification and no payout

Automatic translation

Dear Christina,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. It is a common procedure for casinos to check every detail to make sure they are sending the money to the right person. None of the licensed casinos takes verification lightly and it might take few working days completing this thorough procedure.

When exactly did you send all the required documents? Which documents have you provided so far?

Additionally, if there is any communication between you and the casino, please forward it to kristina.s@casino.guru.

Bet regards,



Thank you very much Christina for your email. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.


Hi Christina,

I looked at your case and email. I will contact the casino and see if I can help.

Show English translation Show German original

Thank you ... then I'll wait and see.

Automatic translation

We would like to ask the Mr Bet Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.

Mr Bet Casino has 6d 5h 0m 2s to reply