The player from Germany faced issues with account verification for a withdrawal, despite having previously successful verifications and multiple past withdrawals. After submitting the required documents, including a screenshot of a payment, he received repeated rejections with unclear guidance from support over the past 6 days. The Complaints Team intervened and communicated with the casino, leading to the successful processing of the player's withdrawal request after the necessary documents were finally accepted. The player confirmed receipt of the payment, and the issue was marked as resolved.
Mr Bet Casino - Player's withdrawal request is delayed.
Amount: €2,000
Mr Bet Casino
Safety Index:HighSafety Index
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8.9
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
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1 month ago
Translation
I reported this issue to support 6 days ago and have since tried multiple times to verify my account to initiate a withdrawal, despite my account being successfully verified a while ago. I have made several withdrawals in the past. However, for days I have been receiving rejections repeatedly, even after I resubmitted all the required documents accurately.
According to support, I needed to upload a screenshot from my online banking showing a payment made on October 29th for an amount of 35€. I did this, but according to my bank's data, the amount was only debited the next day, on October 30th. I have a screenshot of this as well.
After each rejection, the chat support staff told me to be patient and assured me that the notification had no meaning. These contradictory pieces of information are not only confusing but also extremely frustrating. How am I supposed to navigate a system as a customer that doesn't provide me with clear answers?
I've been waiting now for 6 days and am receiving no assistance.
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1 month ago
Dear kaimann,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.
Could you please specify if you sent the proof of ownership of your Apple Pay in the correct format as suggested by customer support? Have you double-checked that it includes all necessary details such as your personal information, the exact deposit amount, and the deposit date?
Have all your other documents been successfully verified?
Is this the first time you are trying to withdraw your winnings via Apple Pay?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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1 month ago
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Hello,
Thank you for the quick response. I'm trying to pay out via a normal bank transfer. The problem is more with the verification.
Yes, I have uploaded all the necessary documents. I keep getting put off with the message "I should wait 48 hours" - I have been doing this for 6 days now. So far, no response. They also want my bank card, which has the IBAN and my name on it. Understandable, but I only have a Mastercard from my bank, which has no IBAN on it.
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1 month ago
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Good morning,
Yesterday I even got a confirmation from my bank with all the important data (IBAN, name, address and so on)
There was no response from the casino other than that I should wait another 48 hours.
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1 month ago
Thank you for letting me know. It may take several working days for the department responsible for verification to check your document if it contains all the necessary information. Have there been any updates yet?
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1 month ago
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Hello,
no nothing. I keep uploading new documents and they get rejected within 5 minutes.
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1 month ago
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Here, now 10 days
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1 month ago
Thank you very much, kaimann, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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 in the near future.
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1 month ago
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Hello,
I asked again. Now this happened. 
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1 month ago
Hello kaimann,
I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.
Now I would like to invite a Mr Bet Casino representative to join this conversation and participate in resolving this complaint.
Dear Mr Bet Casino,
Could you state why the player's withdrawal has not yet been paid out and when he can expect the payment?
Thank you in advance for providing the information.
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1 month ago
Translation
I just received this message 
The problem is that although the requested payment of €35 was made on October 29th, the bank did not debit this amount until the following day, October 30th. Therefore, the €35 is on my bank statement on October 30th and not on October 29th. I have informed the casino of this several times. Via chat and also via email. No response. I have uploaded my complete bank statement from October! No response. I am not being offered any other option (after all, I have several debits on my bank account that I can prove).
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1 month ago
Dear Stefan,
The user was previously asked to confirm the payment method Apple Pay, which the user used to make the deposit. Unfortunately, he has not provided us with a document that could meet all the requirements and confirm the deposit made on our website.
Today the user sent two more screenshots to the support team and unfortunately they can't be accepted either. We cannot accept these documents because on both 29.10 and 30.10 the user made deposits for the same amount as the one shown on the bank statement, and we cannot be sure that he sent us confirmation of the requested deposit.
We asked the user for a bank statement in PDF format for October so that we could check all the transactions and find the one we requested for confirmation.
A colleague from support also contacted the user today and requested this document.
If you have any additional questions, we are always happy to cooperate.
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1 month ago
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Hello, I uploaded this today as a PDF like support wanted.
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1 month ago
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Here is the progress from today. I did everything as the support wanted.
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1 month ago
Dear Mr Bet Casino,
Could you update us regarding the bank statement provided by the player?
I'll be awaiting your reply.
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1 month ago
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Good morning,
I just asked again. Again I was told to wait, even though I submitted everything as requested on November 11, 2024.
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1 month ago
Dear Stefan,
Unfortunately, like last time, the user did not upload the bank statement in PDF format for the whole month of October but only for 30 October.
As last time, we asked the user to upload a bank statement in PDF format with all transactions for the entire month of October. A colleague from support also notified the user by email today.
In case of questions, we are always happy to help and ready for co-operation.
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1 month ago
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There was no mention of the entire month. But I have just uploaded the entire month in pdf format
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1 month ago
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However, there was just another message saying that the documents were rejected.
Now I can wait again…. UnbelievableAutomatic translation:
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1 month ago
Dear Mr Bet Casino,
Could you state what the problem was with the player's provided document?
I'll be awaiting your reply.
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1 month ago
Dear kaimann,
Could you please send us a PDF statement for October so that we can verify all deposits via email? Additionally, we kindly ask for a detailed receipt of the requested transaction.
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1 month ago
Hello kaimann,
Could you follow the casino's instructions and let me know once you do that?
I'll be awaiting your reply.
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1 month ago
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I already uploaded the October bank statement to the casino website yesterday!
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1 month ago
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All bookings are listed there. The statement is in PDF format.
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1 month ago
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I asked again today. I could have given myself the answer. I would like some clarification please
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Today the same thing again.
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1 month ago
Dear Mr Bet Casino,
Could you let us know if everything is okay with the bank statement provided by the player?
I'll be awaiting your reply.
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1 month ago
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I think that everything is done on purpose now. I would advise everyone to stay away from this casino in the future!
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1 month ago
Dear kaimann,
We sincerely apologize for any inconvenience or frustration you may have experienced during the verification process. Please know that we are committed to maintaining the highest standards for security and compliance to ensure a safe and reliable experience for all our users.
We want to assure you that as soon as your document met the required verification standards, it was promptly reviewed and accepted. We are pleased to inform you that your withdrawal request has been successfully processed.
Thank you for your patience and cooperation throughout this process.
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1 month ago
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Thank you for your help. It finally worked
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1 month ago
Hello kaimann,
Could you let me know once you receive the payment?
I'll be awaiting your reply.
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1 month ago
Dear kaimann,
We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.
As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Stefan, Casino.Guru
