Mr Bet Casino - 検証の問題により、プレイヤーの引き出しが遅れています。

Timeline of Events:

March 26, 2025: I attempted to withdraw my winnings, but was unexpectedly asked to complete a second round of verification—despite having already verified my account and received previous payouts.

I was asked to submit a screenshot of my February 25th deposit of $200 from my RBC account showing my name. I submitted this, and it was rejected with the claim that my name was not visible. However, the screenshot did include my name.

On March 3rd, I was told to submit a PDF bank statement or screenshot from online banking clearly showing:

My name

The transaction

The date (2025-02-25)

I waited until March 17th, when my bank (RBC) issued the full PDF statement, which I submitted immediately. This document showed my full name, the $200 deposit, and the transaction date.

March 19th: Mr. Bet support informed me that the verification was still ongoing and to continue waiting.

Most recently, I was told my PDF bank statement was rejected again—this time because it did not include a transaction timestamp. Royal Bank of Canada (RBC) does not include timestamps on individual transaction entries—only the date. This is standard practice, and using it as a reason to withhold payment is unreasonable and seems intentionally obstructive.

Concerns:

I have submitted valid, legal documentation multiple times.

Each time, the casino has added new or arbitrary verification requirements, now making it impossible to comply.

I believe this is a form of withdrawal stalling—a tactic used to delay or deny payout in bad faith.

This practice is misleading, unethical, and violates fair play and responsible gaming standards.

Request:

I kindly ask Casino Guru to review this case and assist in ensuring Mr. Bet processes my withdrawal without further unreasonable delays. 

Dear frosie4,

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.

Did you accumulate your winnings with or without an active bonus?

Could you please provide the screenshot and the PDF bank statement?

Could you please share your communication with the casino regarding the verification? 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

Hi there. Thank you very much. I have emailed you everything you requested. Winnings were accumulated without an active bonus.

They continue to stall. They will not accept the official bank statement. They recently stated:

"I understand that this situation may be frustrating, and I’m truly sorry for any inconvenience you’re experiencing. Our goal is to make this process as smooth as possible for you.

At this time, we are still waiting for the transaction proof of your Interac payment (200 CAD deposit from 2025-02-25 and your name there) to verify your account. Once uploaded to the verification page, we can proceed with finalizing your verification. We know this may feel like an extra step, but it’s an important part of ensuring the security of your account and transactions."

The bank statement was uploaded in March 15th.