The player from Germany won 5000€ on May 31, 2024, and requested a withdrawal, but did not receive the funds. Despite submitting multiple proofs of the 30€ deposit made on that day, the casino did not accept any of them. We requested additional information and documents from the player to proceed with the investigation. However, the player did not respond to our messages and questions. Consequently, the complaint was rejected due to a lack of response from the player.
Mr Bet Casino - Player’s withdrawal of 5000€ has been delayed.
Amount: €5,000
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
6 days ago
Public
Public
3 weeks ago
Translation
On May 31, 2024, I won €5,000, which I immediately paid out. But I still haven't received anything today. The casino wanted proof that the €30 deposit had been made from my account that day. I submitted these documents several times, screenshots of the deposit including my name on it. Then pictures of my bank statement with the deposit. But they don't seem to accept any of that and are probably hoping that you'll lose your money. Please help me get the money I'm entitled to back. My username in the casino is ****
Edited by a Casino Guru admin
Automatic translation:
Public
Public
2 weeks ago
Dear Seko10,
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.
- Could you please list which documents you have already provided and when exactly did you send the last one?
- Is the verification of your deposit the last obstacle in completing the verification process?
- Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
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,
Tomas
