Mr Bet Casino - Player’s withdrawal is delayed due to verification issues.

I’m trying to withdrawal and they said because I changed my address and moved they needed my valid drivers licence and banking information and could change it in 2-3 days. It’s now been over a week and still not verified to make my withdrawals. They have a great gaming site but I will no make anymore deposits until I know I can withdrawal. All my other sites I play I’ve never had a problem. Not happy this is taking so long as I’m a loyal customer who plays quite often. Hopefully they can change my mind and hurry this up so I can make my withdrawal.

Dear Plutty19,

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.

• Do I understand correctly that you provided all the necessary documents for the casino to change your details?
• Have you provided all the required documents in the correct format and as soon as possible?

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,

Kristina

Yes I have given them my new address with my government issued id and all my banking statements that have my name and new address along with my card number with all account info that also has my new address. Been 12 days now and still not verified.

Thank you very much for your reply, Plutty19. 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.

Ok thanks Kristina I send a few chats I kept from us and sent them to your email.

I’ve finally been verified and can make a withdrawal. Great casino just needs to speed up the verification process.

Plutty19, do I understand correctly we can now consider this case resolved?

Yes it’s resolved. Thanks very much.

Dear Plutty19,

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, 

Kristina

Casino.Guru