The player from Germany has submitted a withdrawal request less than two weeks prior to contacting us. Winnings haven’t been obtained up to this day. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.
Mr Bet Casino - Withdrawal of player's winnings has been delayed.
Amount: €3,533
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.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Good day,
I despair of the verification process of the said casino, not only that the verification process took 5 days instead of 48 hours at the first attempt, my documents are rejected for the second time although they definitely meet the conditions.
Screenshot and PDF of the transaction with all the required characteristics are rejected in the chat I cannot be answered what is wrong with the documents.
For my place of residence, I took (as required) the energy supplier bill AND photographed AND scanned a registration certificate of my place of residence. Both are not older than 3 months and are therefore legitimate means of verification.
In the chat you try to argue with flimsy excuses like legibility, which is ridiculous and you are welcome to make your own picture of the data I have uploaded.
Here, too, they refuse without an explanation and the chat does not help.
Funnily enough, I was initially promised the verification as successful so that I could continue playing...then it was taken back.
I then had what felt like the 10th conversation with the support, there they first went into a document that was not even rejected, but then they can't tell me what's wrong with it and they put me off with copy-paste statements that aren't true. (also attached)
I urgently ask for clarification! I tried my maximum to get verified. I absolutely have the feeling that you don't want to pay here and I hope I'll leave it at that!
Automatic translation:
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1 year ago
Dear kb1989,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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1 year ago
Translation
Hello Kristina,
The problem is that I can wait another 30 days because I have no idea what else to do to pass the verification process. Please take a look at the documents.
Automatic translation:
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1 year ago
Thank you very much for your reply, kb1989. Before proceeding with this complaint, 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.
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1 year ago
Translation
Good day,
after the third attempt in combination with the conscious opening of the complaint, the same documents that were initially rejected were miraculously approved and the payment was completed.
Thank you for the usable complaint system but you should really reconsider your application for this casino. 9.7 out of 10 with so many visible problems is very questionable.
Thanks for the support.
Automatic translation:
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