Mr Bet Casino - 決済が遅延しているとのクレームがあります。

Hello, I need to verify my account.

No matter what I upload, it gets rejected and nobody tells me why.

or what exactly I should upload. Every time I upload something new, it takes another 24/48 hours.

I should mention that I got married and now have a double surname; this is also being ignored even though I sent all the relevant information.

My driver's license was also rejected because it didn't have an expiry date on it.

Hallo, ich muss mein Konto verifizieren.

Egal was ich Hochlade es wird abgelehnt und keiner sagt mir warum

oder was genau ich hochladen soll. Jedes Mal wenn ich was Neues hochlade dauert es wieder 24/48 Stunden.

Ich muss dazu sagen ich habe geheiratet und jetzt einen Doppelnamen auch das wird ignoriert obwohl ich dazu alle Daten geschickt habe

auch mein Führerschein wurde abgelehnt weil da kein ablauf datum drauf steht

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Uschi1811,

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

Hello, the problem is that all my documents, no matter what I upload, are rejected. Then I upload new ones, and after another 48 hours, they get rejected again. I don't understand why.

I have been trying to verify my account for nine days now. Without success.

Hallo, das problem besteht darin das alle meine Dokumente. Egal was ich hochlade abgelehnt werden. Und dann lade ich neue hoch und dann dauert es wieder 48 Stunden und dann werden sie wieder abgelehnt. Ich verstehe nicht warum.

Seit nun 9 Tagen versuche ich mein Konto zu verifizieren. Ohne Erfolg

Another day has passed, and once again my application was rejected.

They always want proof of payment for €50. No matter what amount I upload, it gets rejected. And another 48 hours have passed.

So wieder ein Tag vergangen, auch jetzt wurden meine Unterlagen wieder abgelehnt.

sie wollen immer einen Zahlungsnachweis über 50€ haben. Egal welche Einzahlung ich dort hochlade sie wird abgelehnt. Und schon wieder vergehen 48 Stunden.

As of last night, my name has finally been changed since I got married.

The proof of payment was rejected again.

Stand gestern Abend. Endlich wurde mein Name geändert da ich ja geheiratet habe.

Der Zahlungsnachweis wieder abgelehnt.

Dear Uschi1811,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Good evening, no, my profile still isn't verified and my payout is still pending. I last uploaded something 3 days ago and haven't heard anything since.

Safety aside, it's rather tedious.

Guten Abend, nein mein Profil ist immer noch nicht verifiziert und meine Auszahlung immer noch offen. Das letzte Mal habe ich was vor 3 Tagen hochgeladen bis heute noch nichts gehört.

Sicherheit hin oder her, es ist eher mühselig

My bank statement was rejected again. However, I'm not being told exactly which deposit it refers to.

Mein Kontoauszug wurde wieder abgelehnt. Es wird mir aber nicht gesagt um welche Einzahlung es sich genau handelt.

Yesterday and today I only received standard replies via email or chat. I don't think anyone wants to help me. They won't tell me the exact time of the deposit, even though I've already uploaded everything, or what exactly they want. There's always something wrong.

I saved all the chats.

Auch gestern und heute habe ich wieder nur Standard Sprüche via Email oder Chat bekommen. Ich glaube mir will da keiner helfen. Sie geben mir nicht die genaue Uhrzeit der Einzahlung, dabei habe ich schon alle hochgeladen oder was sie genau haben wollen. Immer ist irgendwas falsch.

Ich habe mir alle Chats abgespeichert

Rejected again.

Wieder abgelehnt.

Dear Uschi1811, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal nad verification of your account? Send emails or chat transcripts to my email at karla.m@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 very much in advance for your reply.

Karla

Hello Karla,

without a bonus and in the casino.

I will send the chat logs via email, thank you.

Hallo Karla,

ohne Bonus und im Casino.

Die Chatverläufe werde ich via Email senden danke

I sent everything via email yesterday.

Thanks

Ich habe gestern alles via E-Mail geschickt

danke

Dear Uschi1811,

Thank you for confirming that you have sent the documentation via email.

Please note that the review of all submitted documents and communication may take a bit longer, as we need to carefully go through each file and assess the full timeline of events. We appreciate your patience while we complete this process.

For future reference, in order to help speed things up, we kindly recommend sending all relevant documents and communication in one single email, ideally organized and clearly labeled. This allows us to review everything more efficiently and avoid unnecessary delays.

As soon as we finish reviewing your materials, we will get back to you with the next steps.

Thank you for your cooperation.

Karla

Dear Uschi1811, thank you very much for your response. To better understand your current situation, could you please confirm the following details?

· Could you please clarify the exact date when you requested the withdrawal?

· Could you let us know how long did your last successful withdrawal took to be processed?

· Which payment method did you choose to withdraw your winnings? Was it the same one you used previously?

· Could you please update us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please upload a screenshot of your withdrawal history directly to this thread.

Thank you once again for your patience and cooperation.

Karla

Hello, the payout is from

February 2nd and still nothing has happened, except for rejected documents.

It would be my first payout in the

Casino.

The withdrawal method was the same as the deposit method, so the same account. I paid with Apple Pay.

Best regards

Hallo, die Auszahlung ist vom

02.02 und es ist immer noch nichts passiert, außer abgelehnte Dokumente.

Es wäre meine erste Auszahlung in dem

Casino.

Auszahlmethode die gleiche die eingezahlt wurde also das gleiche Konto. Ich habe mit Apple Pay bezahlt.

Liebe grüsse

I have uploaded the latest bank statement provided by the bank again today.

Ich habe heute den aktuellen Kontoauszug der bereitgestellt wurde von der Bank nochmal hochgeladen

Dear Uschi1811,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver,Hadi hadi.a@casino.guru . This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Dear Uschi1811,

It’s a pleasure to e-meet you. My name is Hadi, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Mr Bet Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Mr Bet Casino,

Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify the reasons behind the delay in processing the player's withdrawal.

Thank you in advance for your cooperation and prompt response.

Best regards,

Hadi

Good morning, nothing has happened so far. I uploaded the new bank statement as a PDF the day before yesterday. It was, of course, immediately rejected by the system, and now we'll have to wait and see what happens next.

I have been waiting for my payment for a month and I have already submitted all proof of payment.

Best regards

Guten Morgen, es ist bis jetzt nichts passiert. Ich habe vorgestern den neuen Kontoauszug hochgeladen als PDF. Er wurde vom System natürlich direkt abgelehnt und jetzt mal abwarten was als Nächstes passiert.

mich warte seit 1 Monat auf meine Auszahlung und ich habe schon sämtliche Zahlungsnachweise vorgelegt.

liebe Grüße

Dear Uschi1811

To ensure the smooth handling of this case and so we can properly review the situation from our side, I kindly ask you to forward all the documents you previously submitted to the casino to my email at hadi.a@casino.guru.

Once I receive them, we will proceed with the review as soon as possible.

Thank you for your cooperation.

Hello, I just sent you everything. Thank you.

Hallo, habe ich ihnen alles geschickt gerade. Danke

My latest bank statement was also rejected, this time by the casino.

Auch mein letzter Kontoauszug wurde wieder abgelehnt jetzt vom Casino

Thank you for your email. I would like to confirm that I have received it.

We will now await the casino's response.

Uschi1811

2026-03-03 10:54:21

Hello, why was my bank statement rejected again? It's the original bank statement I receive in my mailbox. And they've rejected it again. What's wrong this time?

Liliana

2026-03-03 10:54:23

Thank you for contacting Mr.Bet customer service! I'm Liliana and I'm happy to help with your questions 😊

Liliana

2026-03-03 10:54:38

Hello Miriam,

Uschi1811

2026-03-03 10:54:45

I'm slowly getting really angry and annoyed; it's been going on like this for 4 weeks now.

Liliana

2026-03-03 10:54:51

Please give me a few minutes to review this information for you.

Uschi1811

2026-03-03 10:54:59

Thanks

Uschi1811

2026-03-03 10:58:32

..

Liliana

2026-03-03 10:59:05

Thank you for your patience. We require a detailed review of the requested deposit. Therefore, please upload the following documents to the verification page: Apple Pay, a bank statement or screenshot of your online banking showing your name and your deposits to our casino, and proof of the €50 deposit made on February 1, 2026, using the Apple Pay payment method (including your name, the date, and the time).

Uschi1811

2026-03-03 11:00:32

I've already done this at least 20 times. So what was the problem this time? I specifically uploaded the entire bank statement. If I upload a screenshot, they tell me screenshots are forbidden. Please look into why my bank statement was rejected again.

Liliana

2026-03-03 11:02:13

Please upload your bank statement with detailed information about the €50 deposit.

Uschi1811

2026-03-03 11:04:35

I've already done this several times

Uschi1811

2026-03-03 11:04:55

3

I asked again what the problem is, and I keep getting the same standard answers. I'm so angry now.

Uschi1811

2026-03-03 10:54:21

Hallo, warum wurde mein Kontoauszug wieder abgelehnt? Er ist der originale Kontoauszug von der Bank den ich in meinem Postfach bekomme. Und wieder haben sie abgelehnt. Was ist diesmal nicht richtig?

Liliana

2026-03-03 10:54:23

Vielen Dank, dass Sie sich an den Mr.Bet-Kundendienst gewendet haben! Ich bin Liliana und ich helfe Ihnen gerne bei Ihren Fragen 😊

Liliana

2026-03-03 10:54:38

Hallo Miriam,

Uschi1811

2026-03-03 10:54:45

Langsam bin ich richtig sauer und genervt es geht jetzt schon seit 4 Wochen so.

Liliana

2026-03-03 10:54:51

Bitte geben Sie mir ein paar Minuten Zeit, um diese Informationen für Sie zu prüfen.

Uschi1811

2026-03-03 10:54:59

Danke

Uschi1811

2026-03-03 10:58:32

..

Liliana

2026-03-03 10:59:05

Vielen Dank fürs Warten. Wir benötigen die detaillierte Prüfung der angeforderten Einzahlung. Daher wird es gebeten auf der Verifizierungsseite diese Dokumente hochzuladen: Apple Pay, eine Kontoauszug oder Screenshot vom Online-Banking, auf dem wir Ihren Namen und Ihre Einzahlungen in unserem Casino sehen können. Und die Einzahlung von 50 EUR vom 01.02.2026 über die Zahlungsmethode Apple ( mit Namen, Datum und Uhrzeit).

Uschi1811

2026-03-03 11:00:32

Habe ich doch schon Mindestens 20 mal Also wo war jetzt wieder das Problem? Ich habe extra den ganzen Kontoauszug hochgeladen. Lade ich ein Screenshot hoch sagen sie mir Screenshots sind verboten Gucken sie bitte richtig nach warum mein Kontoauszug wieder abgelehnt worden ist

Liliana

2026-03-03 11:02:13

Bitte laden Sie den Kontoauszug mit detaillierten Informationen über die Einzahlung von 50 € hoch.

Uschi1811

2026-03-03 11:04:35

Habe ich schon mehrfach

Uschi1811

2026-03-03 11:04:55

3

Ich hatte jetzt nochmal gefragt wo wieder das problem liegt es kommen immer die Standard Antworten. Ich bin so sauer mittlerweile

They always want something from Apple Pay, but there's nothing there. Apple Pay is linked to my account, and it says Apple Pay with my mobile number as the account number, but that's not right. Apple Pay is linked to my bank card.

die wollen immer irgendwas von Apple Pay haben aber da gibt es nichts. Apple Pay ist ja mit meinem Konto verbunden und da steht Apple Pay und als Kontonummer meine Handynummer aber das ist ja nicht richtig. Apple Pay ist ja mit meiner Bankkarte verbunden

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Uschi1811,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Hadi