The player from Luxembourg is facing issues withdrawing his €1700 winnings after repeatedly providing various documents for account verification. Despite being a valued customer who has previously withdrawn funds, he feels the process is invasive and is met with constant requests for more documentation. After 48 hours of waiting, he seeks assistance in resolving his withdrawal issue.
Mr Bet Casino - Player’s withdrawal request is being delayed.
Amount: €1,700
Mr Bet Casino
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Case opened
Current status
Waiting for Casino Guru to reply
6d 7h 30m 11s
Case summary
16 hours ago
Public
Public
yesterday
Translation
I deposited €40, played, and won a total of €1700. When I attempted to withdraw the prize money, they requested I verify my account again with my documents. I sent the documents; they accepted some but kept requesting more and more documents for different things. They asked for details of a credit card from which I had previously made deposits and withdrawals, transaction proofs through Apple Pay, and pictures of my Apple Pay wallet to verify the €40 deposit I made on 01/04/25. Despite providing all this, they asked for more bank statements. I submitted everything, leading them to request a statement for a week showing the €40 debited from my account, yet they still rejected the PDF proof I retrieved from my bank. This is becoming very intrusive regarding personal documentation. They keep asking and asking, but don't approve anything. I've been waiting for over 48 hours for a resolution or response from them, but it's always the same: "our team is verifying, it's part of the procedure," etc. I've previously withdrawn winnings of €750 several times to this same account where I requested the withdrawal this time. I spoke with an assistant on the phone, Isabela, who became my VIP assistant after some complaints. Suddenly, after telling them that I've spent over €20,000 in 2 years at Mr. Bet Casino and that the winnings weren't that significant, they made me a VIP and assigned me the VIP assistant, Isabela. However, she has the same script as the other assistants, saying she can't do anything and that we have to wait, as she told me via email and phone call. I consider this a great abuse of privacy and a lack of respect for a good customer, as I play a lot at their casino, and my winnings compared to my expenses are nothing significant, just a crumb. I would like to have this situation resolved as soon as possible, as I have recommended this casino to many people, and it seems that when it comes to amounts over €1000, they always create these situations based on feedback I've seen in various online chats. Can someone help me obtain the €1700 I won fairly?
Automatic translation:
Public
Public
18 hours ago
Dear Xjsant09,
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 advise which documents you have already provided and when exactly did you send the last one?
Have you provided all the required documents as soon as possible and in the correct format?
Have you made any successful withdrawals before?
Did you deposit money using a payment method registered in your name?
Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@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,
Dominika
Public
Public
16 hours ago
Translation
Good morning, the situation is still the same as the verification I'm waiting for. I've just replied to your email where I've attached screenshots so you can see how I presented the information you requested. They just tell me to wait 48 hours, others say I'll have an answer in 12 hours .... But nothing happens, they just refuse my documents ...
Automatic translation:
Casino Guru is examining the case
