Mr Bet Casino - Player’s winnings haven’t been received yet.

She deposited money, won and wanted to withdraw. Waiting and waiting and then it comes up that you have to do the verification, I did it here, but it can't be finished even if everything is correct, anyway, I also contacted the line, but they just write to you, wait. After I read the reviews that I have every problem, I realized that it will never be finished and they will not pay me what is due to me. I will fight for my money!!! And I would like you to help me first, and if it doesn't work for you, it will work again and again!! I like playing very much, but what I hate is cheating! I already had this problem once and I know that if this casino doesn't pay me money and I push it, they will pay more! I will not be robbed! It just can't be done

Dear boksayka01,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

today I wrote again that nothing is working and I have to wait again, they keep confirming that this is how it should be and everything is being processed even though my documents have not been uploaded 😡

And I have a problem that I can't complete the account verification

Thank you for your reply, boksayka01. Have you made any successful withdrawals before? Could you please advise which documents you have already provided and when exactly you sent the last one? Have you provided all the required documents as soon as possible and in the correct format?

I have never had a choice until now. Yes, as with every account verification, ID card, account statement, selfie for photo comparison. I even had my account verified and they approved everything, but then it came to withdrawing money and they canceled it and want proof of residence. I sent them the exact paper from the office which they rejected. Then I tried giving a rental agreement, a tax statement, an employment contract, which were one of the options, and still nothing happens, they keep writing the same thing. I checked that I am not the only one who has a problem with completing the account at MR Bet. At the last step, they don't want to allow it so they don't have to send money. I'm tired of conversations. I try to send the documents every day, but still nothing. All men and send you (conversations, e-mails) which men forward to you. Here I add a photo from my account as they keep rejecting

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I sent it to you.

Now they blocked me because the document upload limit was exceeded, as I kept trying. I wrote them an e-mail to get it working for me, so I have to wait again

boksayka01, could you please advise if you managed to solve the problem with the blocked account and document uploading?

the account is functional but the documents still cannot be uploaded

I am sending from today same thing over and over

Thank you very much boksayka01 for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas@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 soon.

Thank you very much too

Hello boksayka01,

I will assist you with the complaint from now on.

Could you please forward all the relevant communication between you and the casino to my email at tomas@casino.guru ? Much appreciated!

Hello yes men .. they have been doing something for the last few days and I am currently waiting for the approval of the document. I will send you the communication

Hello boksayka01,

As per our email exchange, I'll keep the complaint open for now, since the verification of your documents is ongoing with the casino. Let us know once the verification of your account is complete or in case you need further assistance.

Dear boksayka01,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi Tomas, yesterday they verified my account and already sent the money, thanks a lot for everything 😊

Hello boksayka01,

I'm glad to hear that your account was verified and you received your winnings. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.