Mr Bet Casino - Player's withdrawal is delayed due to verification process.

I have been having problems getting approved for my proof of residence through the verification process. Mr.Bet keeps on denying me although they have my: utility bill, tax return, and pay stub all clearly stating my full name and physical address. This has been a long and frustrating ordeal and have been waiting over 1 month to try and withdraw my winnings. I have even considered this to be a scam as they have so much of my information with nothing to show for it. They are less than helpful addressing this situation. Please help.

Hello sarahleeweimer,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Mr Bet Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello.

documents I have uploaded so far with physical address and full name:

-tax refund document

-utility bill

-government issued pay stub

My approved documents are proof of self and selfie.

i have been waiting since April 23 and I speak with Mr.bet daily but they keep sending me the same information they always do.

I have now sent my valid drivers license clearly stating my full name and physical address and the document with all 4 corners showing and not a screenshot. They still have rejected it stating it was like my previous documents. This is false. For my proof of self I used my passport. So they are definitely different. Please help.

Thank you sarahleeweimer for all the information provided. I will now forward your complaint to my colleague Dominika (dominika.l@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear sarahleeweimer,

This is Dominika and from now on, I will be taking care of your complaint. I have reviewed your case and I would like to invite Mr Bet Casino to join the conversation and participate in the resolution of this complaint.

Kind regards,

Dominika

Casino.Guru

Dear Dominika,

We wish to inform you that the user in question has not provided any documents since 2024-05-15. The verification process remains incomplete as we are still waiting for proof of address from the user.

Proof of Address requirements:

• Full name (matching identity document)
• Residential address
• Date of issue (not older than three months)

Acceptable documents include:

• Utility bill
• Government-issued letter or tax bill
• Home insurance documents
• TV bills
• Credit agreement
• Certificate of residence
• Bank statement (dated within the last 90 days)
• Fixed line telephone bill
• Police notifications
• Insurance company letters or invoices
• Internet bills
• Health/social insurance documents
• Current rental or lease agreement (signed by both parties, not older than 90 days)

We will proceed once the user provides the required proof of address.

Thank you for your understanding.

Thank you for the information.

Dear sarahleeweimer, please provide the casino with the requested documents in order to complete the verification process.

Dear sarahleeweimer,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.