Mr Bet Casino - El jugador aún no ha recibido las ganancias.

My name is Sebastian and I am from Chile. I am currently trying to verify my account, specifically the payment method documentation, but every document or screenshot I submit is being rejected without a clear explanation. I have a pending withdrawal request of 3,200,000 CLP, and this situation is causing significant concern.

I have been waiting for several days to complete the verification process, but I am not receiving proper guidance on what is wrong with the documents I provide. I am willing to cooperate fully and submit any required information, but I need clear instructions on what is acceptable.

I kindly request your assistance in resolving this issue as soon as possible. I really need help to complete my verification and receive my withdrawal.

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 MSebastiannn347,

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

Dear MSebastiannn347,

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.

My account is verified finally, i have never seen a KYC so hard and frustrating.

i am waiting for my payment now

Dear MSebastiannn347, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• 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? 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

My withdrawal has been marked as FAILED,

with no explanation, now i requested a new one and the Bank transfer method is disabled, only VISA is allowed, i am trying with visa.

i dont know what else to do, already two weeks of wait!!

Finally, my withdrawal was completed in full. I admit that MrBet’s KYC process is incredibly frustrating, with very scam-like vibes and very little clarity — bad practices that seem designed to make you lose your money again, especially since the funds are not even removed from your balance during the process.

Still, I appreciate that after several weeks, it was finally completed.

Dear MSebastiannn347,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Karla Mayfly

Casino.Guru