Mr Bet Casino - 選手の撤退が遅れた。

I have been waiting for my payout for over 2 weeks

Every time I get the same answers. I sent all documents for verification. They said it would take a maximum of 48 hours. It's been almost 10 days again.

ich warte seit über 2 Wochen auf meine Auszahlung

jedes mal bekomme ich die selben antworten hab wegen verifizierung alle dokumente geschickt sie sagten maximal 48h dauert es sind wieder fast 10 tage vergangen

Dear SK1976,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Mr Bet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Are you able to access the casino? Can you log in to your account?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Which documents does the casino require you to submit?
• When was the last time you submitted documents to the casino?
• Could you please share with me 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 resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

I have been waiting for verification for exactly 3 weeks, I have already uploaded several documents and still nothing has happened, this casino has a delaying policy

Ich warte seit genau 3 Wochen auf die Verifizierung hab schon ettliche Dokumente hochgeladen und es geht immer noch nichts weiter dieses Casino hat eine hinhaltungspolitik

I emailed them the entire chat history

LG

Juice

Hab ihnen den Ganzen Chat verlauf gemailt

LG

Saffet

I received notification today that everything has been verified, but they still want the same documents that I have uploaded so many times. I don't understand it anymore.

Habe heute die miiteiluing bekommen das alles verifiziert ist aber sie wollen immer noch die gleichen dokumente die ich schon so oft hochgeladen habe, ich verstehe das alles nicht mehr.

Thanks for your replies and submitted information.

• Could you please comment on the assertion that your country was New Zealand from the moment you registered your account in the casino?
• Have you entered your country of residence incorrectly in the registration form, or have you moved to another country in between?

Please let me know.

When I registered I stated my country of residence as normal, then I saw New Zealand and reported it, then it was quickly changed but this has nothing to do with the fact that this casino is stringing me along, last Friday the verification was completed and I even took a screenshot, but later it wasn't and the same documents are requested again and again.

Ich habe bei der Registrierung ganz normal mein Wohnsitzland angegeben dann sah ich Neuseeland und meldete dies dann wurde das auch schnell geändert aber dies hat nichts damit zutun das dieses Casino mich hinhaltet letzten Freitag wurde die Verifizierung abgeschlossen stand da hab sogar ein Screenshot gemacht dann später doch nicht und die gleichen Dokumente werden immer wieder verlangt.

Now everything says verified again but I keep getting the answer for days that it is still being checked and nothing is happening, which is very impertinent

Jetzt steht wieder alles verifiziert aber ich kriege immer die antworten seit tagen das das noch bei der kontrolle ist und da geht nichts weiter das ist sehr unverschämt

Thanks for your reply.

Do I understand correctly that the card you deposited with belongs to your firm, and you are the owner of said firm?

Could you please specify what kind of proof you provided to the casino to confirm this?

I have several credit cards, they are all in my name, including the credit card for my GmbH. I have sent the casino bank statements, a photo of the credit card, a company registration extract, bank confirmation that this account is mine and a number of other documents, but this casino always asks for the same documents. This has been going on for weeks now and now it says that I am verified, but another department is checking, they say it has been for 10 days and it usually only takes 24 hours, they say it has been more than 10 days.

ich habe mehrere Kreditkarten diese laufen alle auf micht unter anderem auch die Kreditkarte von meiner GmbH da habe ich dem Casino Kontoauszüge Foto von der Kreditkarte Firmenregisterauszug Bankbestätigug das dieses Konto meines ist und noch weiter ettliche dokumente geschickt aber dieses Casino verlangt immer die geichen Dokumente das geht jetzt schon seit wochen so hin und her jetzt steht das ich verifiziert bin aber eine andere abteilung ist beim prüfen sagen sie seit 10 tagen und es dauert in der regel nur 24h sagen sie und es sind mehr als 10 tage vergangen

You can see the delaying policy of this casino, they always answer at the last second

man sieht ja die hinhaltungspolitik von diesem casino sie antworten immer in letzter sekunde

Thank you very much, SK1976, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello Peter, what should we do now?

Hallo Peter, wie können wir nun vor gehen?

Hi SK1976,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Mr Bet Casino to the conversation to participate in the resolution of this complaint.

Thank you, if you need anything please just let me know.

Vielen Dank, wenn sie etwas brauchen einfach melden bitte.

Hello Peter,

As you already know, the user is undergoing verification on the website. The user needs to provide proof of source of funds. They are required to submit a bank statement for March–April from the card used to make the deposits during that period, so that the origin of the funds can be clearly seen.

Thomas Hb sent you an email with all the documents that I sent to the casino several times

Thomas Hb dir eine mail geschick mit allen unterlagen die ich dem Casino geschickt hab und zwar mehrfach

Hi all,

Thank you for your replies.

Dear Mr Bet Casino team,

Could you please be more specific about what the problem is? The forwarded information from the player includes bank statements for March and April and proof that the account belongs to him.

Dear Peter,

To clarify, the player is required to provide bank statements specifically for March and April for the card used to make the deposits during that period. The statements should clearly show the origin of the incoming funds used for the deposits.

At this time, the documents provided by the player are under review. As soon as we have an update, we will get back to you with more detailed information.

We appreciate your patience and understanding.

The bank statements and all requested documents were sent several times with confirmation from the bank, but unfortunately, nothing has happened to date. The same responses are given every time. It's more about bad casino policy than anything else. If you need more information, I'm happy to help.

Greetings

Die Kontoauszüge und alle angeforderten Dokumente wurden mehrfach gesendet mit Bestätigung von der Bank, leider ist bis dato nichts passiert jedesmal die gleichen antworten da geht’s eher um schlechte Casino Politik mehr nicht. Wenn sie mehr Informationen benötigen stehe ich gerne zur Verfügung.

lg

Hi all,

Thank you for your replies.

Dear Mr Bet Casino team,

We look forward to receiving updates from you.

Dear Peter,

At the time of registration, he accepted our Terms and Conditions. In accordance with Clause 3.3.3, he was requested to undergo verification. Additionally, as part of our internal flow — and to mitigate potential risks outlined in Clause 3.3.4 — we asked him to provide Source of Funds (SOF) documentation.

So far, he has only submitted transaction statements related to the business he owns. However, we require documents showing the origin of his personal funds, specifically from the account used to make deposits on our platform.

This documentation is essential to confirm the legal origin of the funds and ensure full compliance.

Thank you Mr Bet Casino team for the update.

Dear SK1976,

Please provide the necessary documentation for the bank account you used to make deposits from to the casino.

Hello Peter,

I have sent Mr Bet my proof of income again, which I receive from my two companies as private withdrawals, and I have also emailed it to you

LG

saffet

Hallo Peter,

hab Mr Bet nochmal meine einkommensnachweise geschickt die ich von meine 2 Unternehmen als privatentnahme beziehe habe sie dir auch gemailt

LG

saffet

There are no more documents that I can send to this casino. If this matter is not resolved, I will report it to the police.

es gibt keine dokumente mehr die ich diesem casino schicken kann ich werde diese sache wenn es nicht geklärt wird zur polizei geben.

Thank you, SK1976, for the update. Just to confirm, you sent the documents for the account used for deposits, correct?

I have made deposits from two accounts, one my private account and one my business account. I have sent all the requested documents from both of them several times. Now I am sending a list of my income for the 10th time so that the casino can see my source of income.

ich Hab von 2 Konten Einzahlungen getätigt eines mein privat Konto und eines mein firmenkonto von beiden habe ich alle abgeforderten Dokumente mehrfach geschickt jetzt schicke ich noch eine saldenliste meines Einkommens zum 10. mal das das Casino meine einkommensquelle sieht

Thank you, SK1976. Let's wait for the casino's response.

Dear Peter,

we are happy to inform you that verification has been successfully completed and the first withdrawal requests for a total amount of 5000 euros have been processed. Please pay attention to the withdrawal limits:

3.6.1.The maximum withdrawal amount processed to any given player is EUR 5,000 (or the currency equivalent) per week and EUR 15,000 (or the currency equivalent) per month, starting from the date of the last withdrawal, unless otherwise stated.

Hello Peter,

The verification seems to be done after such a long time now I'm waiting for the payout how this works or if I'm kept waiting again by this casino

LG

saffet

hallo Peter,

die Verifizierung ist anscheinend erledigt nach so langer Zeit jetzt warte ich mal auf die Auszahlung wie dieses klappt oder ob ich wieder hingehalten werde von diesem Casino

LG

saffet

Thank you, Mr Bet Casino team, for the update.

Dear SK1976,

That's good news. I will set the timer for seven days. Let me know when you start receiving your funds.

Hello Peter,

I received 3000+1754+238.17 € yesterday. I hope the rest comes soon.

LG

saffet

Hallo Peter,

habe gestern 3000+1754+238,17 €erhalten ich hoffe der Rest kommt auch baldigst.

LG

saffet

Dear SK1976,

We're happy to hear that the casino started to pay you your winnings. We'll mark the complaint as 'resolved' in our system. Please let me know should any issue with your withdrawals occur and the complaint will be reopened. 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,

Peter

We’ve reopened this complaint at the request of SK1976.

Dear SK1976,

Could you please update us on the situation here?

I was asked for documents again but yesterday everything was verified again and I received the next payment. Please do not do anything at the moment.

Thank you

SK1976

Mir wurden wieder Dokumente angefordert aber gestern wurde wieder alles verifiziert und die nächste Auszahlung habe ich bekommen bitte derzeit nichts unternehmen

vielen Dank

SK1976

Thank you for the update SK1976,

I will leave the complaint open for a week and get back to you.

Thank you

LG

SK1976

vielen dank

LG

SK1976

Hi SK1976,

Has there been any news?

Dear SK1976,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Peter
Casino.Guru