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

Hello, good morning. I haven't received any response regarding my withdrawal of 3,000 euros at Mr. Bet Casino. They keep asking me for documents, and I've sent them all. My withdrawal issue has never been resolved, and I'm still waiting for my payment.

Olá bom dia não tive nenhuma resposta sobre o meu levantamento de 3.000 euros no Cassino Mr bet sempre a me pedir documentos e mandei todos pra eles nunca e solucionado nada de levantamento o meu pagamento

Dear Lucasjiu1,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Because I requested my withdrawal on 01/21/2025 nothing was resolved I canceled the withdrawal I requested on 01/22/2025 nothing was resolved I was given 48 hours plus 48 hours plus 48 hours nothing was resolved I sent proof of payment nothing was resolved I just want what I earned nothing else

Pois pedi meu levantamento dia 21/012025 nada foi resolvido cancelei o saque pedi no dia 22/01/2025 nada foi resolvido me deram 48 horas mais 48 horas mais 48 horas nada foi resolvido mandei comprovante de pagamento nada foi resolvido só quero oque ganhei mais nada

I've already sent all the documents they ask me for and they always reject them and nothing has been paid into my account.

Já mandei todos os documentos que me pedem sempre a rejeitar nada e concluído nada de pagamento em minha conta estou já cansado por favor me ajudem

I haven't received my Mr. Bet money in my bank account because I scalped it. I need your help

Não recebi meu dinheiro do Mr bet em conta bancaria pois escalhar preciso de ajuda de vocês

It's never made clear whether we'll receive the amount we've earned or not, and Mr. Bet has already sent me all the documents.

Nunca e esclarecido se agente irá receber o valor que ganhamos ou não sem clareza sem anexo o Mr bet já mandei todos os documentos

help me

me ajudem

Nick please help me to receive what I won from Mr bet in my account because I didn't receive anything in my cousin's account they already paid 2 times after that they don't pay anything but the documents nothing and verified send they say wait 48 hours nothing justifies send but 48 hours they don't solve anything because we get tired nothing is solved I hope you can solve it thank you

Nick por favor me ajuda a receber oque ganhei do Mr bet em conta pois não recebi meu primo nada em conta eles já pagaram umas 2 vezes depois disso não pagam mas nada os documentos nada e verificado manda falam espera 48 horas nada justifica manda mas 48 horas não resolvem nada pois agente cansa nada e resolvido espero que vocês podem resolver obrigado

Dear Lucasjiu1,

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.

I haven't received anything for the 3,000 euros I've already sent all the documents for them to check I'm told to wait 48 hours nothing has been resolved I haven't received any money to date

Não recebi nada do valor dos 3.000 euros já mandei todos os documentos pra eles verificarem mando esperar 48 horas nada foi resolvido não recebi nenhum valor até hoje

I've only been paid twice, once for 300 euros and once for 30 euros. After that, I haven't been paid any more for that amount.

Só recebi umas 2 vezes uma de 300 euros e outra de 30 depois disso não me pagou mais nenhuma desse valor meu e-mail está sempre a disposição de vocês

If the bank account wasn't mine there would be deposits like this at the Mr bet Casino I don't think so because I'm the holder of the bank account and they don't pay me I don't know why if the account is mine and everything the other Casino banks have approved only this Mr bet who hasn't approved anything or wants to pay me help me

Se a conta de banco não fosse minha haveria depósitos assim na banca do Cassino Mr bet acho que não né pois sou o titular da conta bancária e nao me paga não sei por que se a conta e minha e tudo a outras bancas de Cassino aprovou só esse Mr bet que não aprovou nada nem que me pagar me ajudem

And always the same thing they never solve anything they say they will verify and that's it no verification nothing to be concluded in this Casino Mr bet I want what I won nothing else in this Casino guru

E sempre a mesma coisa nunca resolvem nada falam que vão verificar e isso nada de verificação nada a ser concluído nesse Cassino Mr bet quero oque ganhei mais nada nesse Cassino guru

I'm hoping you'll be able to solve it thank you

Estou esperando que vocês consigam resolver obrigado

Look, it's always like this: we send the documents to them and they say they're going to check everything correctly, but in reality they don't check anything or anything else, they always trick people into sending them documents, they always ask for the documents less than a month later, I won't go anywhere else to get the documents for them if they want the old ones I have, it'll be the old ones less than a month before they're playing with my face.

Olha como fica sempre assim agente manda os documentos pra eles falam que vão verificar tudo certinho na verdade eles não verifica nenhuma coisa nem outra sempre enrolar as pessoas com envio de documentos sempre pedir com menos de 1 mês os documentos não irei lugar nenhum mais pra pegar documentos pra eles se quiserem os antigos que tenho vai ser os antigos menos de 1 mês pra eles estão a brincar com minha cara não mesmo

Dear Lucasjiu1,

Could you please confirm the exact date when your verification process began?

Kindly note that document verification can take up to 14 days. If it has been less than that, I recommend waiting and ensuring that you have submitted all the required documentation.

Additionally, please avoid spamming the complaint, as this will not expedite the process. If you are still within the expected timeframe, patience is necessary while the verification is completed.

Best regards,

Nick

I've been in this battle since December 5, 2024 and to date nothing has been resolved I sent documents on Saturday to Mr. Bet now nothing has been resolved I sent them today nothing has been resolved

Estou nessa peleja desde dia 5 de dezembro de 2024 até hoje nada solucionado enviei documentos sábado agora pro Mr bet nada resolvido mandei hoje nada resolvido

What I do know is that this has been going on since November, more or less two months, and we've been fighting about it for a long time.

Oque sei que isso começou desde novembro mais ou menos uns 2 meses já estamos nessa peleja a muito tempo nisso hoje já estamos em fevereiro e nada de concluírem nada

Hello I sent all the documents again and now I have to wait 48 hours to see if they will be approved or not because I am waiting for you to help me solve this once and for all if this is the case they have to finish the verification process ✅ completed if this is the case and it has to be positive until the end and not tomorrow or later come back again and say it was not possible to complete your documents afs this is becoming a soap opera

Olá mandei tudo de novo de documentos assim ficou olha agora e esperar 48 horas deles se vai ser aprovados ou não pois espero agora ajuda de vocês pra resolver isso de uma vez se assim ficou eles tem que terminar o processo de verificação ✅ concluída se assim ficou e tem que ser positivo até o final e não amanhã ou depois voltar tudo de novo e falar não foi possível concluir seus documentos afs isso tá virando uma novela

Dear Lucasjiu1,

Can you please give us an update for your latest attempt of verification?

If it still did not work, we will try to intervene.

Awaiting your response.

Regards,

Nick

Hello my last attempt was on 12/02/2025 I will not do anything anymore I will not run after any documents for this Casino Mr bet they always ask for documents they are never accepted I sent the 4 how many nothing and done asked me for a residence document nothing was done they want and play with agent asking for documents wasting time and time this tires agent knew if they do not want to pay agent and just tell the truth we will not pay you and that ok better to be true than false is not true

Olá minha última tentativa foi no dia 12/02/2025 não irei fazer mais nada não vou correr mais atrás de documentos algum pra esse Cassino Mr bet sempre pedem documentos nunca são aceitos mandei os 4 quantos nada e feito me pediu um documento de residência nada foi feito querem e brincar com agente pedindo documentos perdendo tempo e hora isso cansa agente sabia se não querem pagar agente e só dizer a verdade não iremos pagar o senhor e isso ok melhor serem verdadeiros do que falsos não e verdade

Thank you Lucasjiu1 for all the information provided. I will now forward your complaint to my colleague Kubo (jakub.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thank you Mr. Nick

I hope that this can be resolved because I have already become disillusioned with this Mr bet Casino, I just want to receive what is on the counter, nothing else, thank you, I hope that this can be resolved.

Obrigado sr Nick

Espero que isso possa se resolver pois escalhar já me desepcionei com esse Cassino Mr bet só quero receber oque está na banca mais nada obrigado espero que isso seja resolvido

Dear Lucasjiu1,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Mr Bet Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Mr Bet Casino,

Could you please provide detailed information regarding this case and explain the reasons behind the delay in the player's withdrawal and verification?

Thank you in advance for your response!

Best Regards,

Kubo

Dear Kubo,

we are grateful to you for your help in resolving this complaint.

Unfortunately, withdrawal of funds is not possible until the user passes verification. Earlier, the user uploaded documents that did not meet our requirements.

The user was asked to upload a document confirming his identity, and all the times he uploaded a document where all the corners are not visible. We asked the user to upload a full-size document with 4 corners of the document visible.

We also asked the user to upload a proof of address document. Unfortunately, the user uploaded a document type that could not be accepted and we asked the user to upload an alternative one. Please also note that the user has requested the GDPR procedure for change of address and address confirmation is required.

Our support colleague has also today sent detailed instructions on document requirements to the user via email and game profile, so that the user can upload correct documents that will be accepted. 

In case of questions, we will be glad to help and are ready to co-operate. 

Dear Mr Bet Casino,

Thank you for your clarification.

Dear Lucasjiu1,

Could you kindly confirm that you have received clear instructions from the casino and have provided all the required documents as requested?

Thank you for your attention to this matter.

Good Mr. Kubo I sent all the documents to this Casino Mr bet as proof of bank where it was my first deposit right sent documents of residence and also sent the passport nothing was done other Casino accepted in a good way my documents

Boas senhor Kubo enviei todos os documentos a este Cassino Mr bet como comprovativo de banco onde foi o meu primeiro depósito certo enviei documentos de residência e também enviei o passaporte nada foram feitos outros Cassino aceitaram numa boa os meus documentos

Dear Lucasjiu1,

In your complaint, you never mentioned that your account was self-excluded, nor that you are requesting its reopening. Could you please provide more details regarding the situation and clarify your request?

Thank you for your cooperation.

Hello Mr Kubo this was after this high amount came my account was suspended not deleted quiet access in the meantime I can not play the amount that is in the account much less actually deposit the due documents as this Casino Mr bet represents to talk that my documents are wrong and lots of talk I sent my documents thinking I would have I sent my documents thinking that I would have answers to be active again in the account none of this was solved they gave me an email to sign the terms I signed the terms nothing was solved in any way said if you send the documents and stuff we will reactivate your account with us nothing was done of this Casino Mr bet this is a soap opera of them never pay knowing that it is my account and everything even so it is rolling all this

Olá sr Kubo isto foi depois que veio este valor alto certo minha conta foi suspensa não excluída acesso tranquilo no entretanto não posso jogar o valor que está em conta muito menos depositar de fato o devido de documentos como este Cassino Mr bet a representa a falar que meu documentos estão errados e montes de falas mandei meus documentos achando que teria respostas de ser ativo de novo em conta nada disso foi resolvido me deram um email pra assinar os termos assinei os termos nada foi resolvido de nenhuma forma disse se mandar os documentos e coisa assim reativaremos sua conta conosco nada foi feito desse Cassino Mr bet isto e uma novela deles nunca pagam sabendo que e minha conta e tudo mesmo assim fica a enrolar isso tudo

Dear Mr Bet Casino,

Could you please provide clarification regarding the player's self-exclusion request and his request to revoke it? Additionally, I would appreciate an update on the current status of the player's verification process.

The player has reported that his documents are being repeatedly rejected. Could you explain the reasons for these rejections and specify what steps the player needs to take in order to successfully verify his account and withdraw his funds?

Thank you for your cooperation.

Dear Kubo,

the user did not have the self-exclusion limit enabled, which you mentioned in the complaint thread.

The self-exclusion limit cannot be set by the casino, only by the user.

The user wrote us messages in chat, from which suspected gambling addiction was seen.  The user's account was suspended 2 months ago due to the user's ambiguous chat messages, where we asked the user if he felt that gambling was negatively affecting his life. The user did not respond immediately, so we suspended his account, in this status he cannot make deposits or play for real balance, but he can log in to his account and upload requested documents. 

Since mid-February, the user has not uploaded any new documents. To allow us to process a withdrawal for a user, the user needs to upload proof of address and proof of identity to the verification page. A colleague from the support team informed the user today by e-mail and in the game account about the requested documents, which documents should be uploaded, and their requirements. 

In case of questions, we will be glad to help and are ready to co-operate. 

I'm sorry but you're asking me for the same documents Mr. Kubo my account was suspended not for addiction ok I liked to play the money was my job to have fun if it was like that mostbest would have already banned me from the game or suspended but no I always play quietly and in blazer also Betclic and only this Casino Mr bet that's it Mr. Kubo sorry ok

Desculpa lá mais me pede os mesmos documentos sr Kubo minha conta foi suspensa não por vício ok eu gostava de jogar o dinheiro era meu trabalho pra mim divertir se fosse assim o mostbest já teria me banido do jogo ou suspenso mais não sempre jogo tranquilo e na blazer também Betclic e só esse Cassino Mr bet que isso sr Kubo desculpa lá ok

Dear Mr Bet Casino,

Thank you for your clarification. To further assess the situation, could you please provide screenshots or chat transcripts where the player explicitly mentioned his gambling issues, which ultimately led to the account suspension? Kindly send the relevant evidence to my email at jakub.m@casino.guru at your earliest convenience.

I appreciate your cooperation.

Dear Lucasjiu1,

I understand your frustration, and I want to help you resolve this matter. However, without providing the requested documents, you won’t be able to access the funds in your account. Please submit the required proof of address and identity document to the casino and let me know once you’ve done so.

Thank you.

Hello, Mr. Kubo, have you sent the documents yet?

Olá boas senhor Kubo já enviaste pra você os documentos

Dear Kubo,

we have sent you an email with a clarification and would appreciate it if you would check it out. 

Dear Mr Bet Casino,

Thank you for the clarification.

Dear Lucasjiu1,

I'm not sure what you mean. You are the one who needs to send the requested documents directly to the casino, not me.

Ok Mr. Kubo sorry it won't do any good because I'm back at my old address ok thanks I'll send it if it doesn't work out

Ok sr Kubo desculpa lá envia não vai adiantar nada pois voltei pro antiga morada ok obrigado irei enviar caso não de certo

Dear Lucasjiu1,

I hope you're well. Are there any updates on your end? Have you already submitted the requested documents to the casino?

I won't send it, they won't solve anything, they'll always ask me for documents from 2025, because they won't solve anything, they always ask for documents, not for less than 3 months, I have more God to give me than this casino, thank you.

Não irei mandar não iram resolver nada sempre vai me pedir documentos de 2025 pois eles não iram resolver sempre pedem documentos não a menos de 3 meses deixar de mão tenho mais Deus em me dar do que este casino obrigado

Dear Lucasjiu1,

Unfortunately, as you have chosen not to provide the documents required for verification - despite being instructed to do so multiple times - I regret to inform you that I have no other option but to reject your complaint.

I strongly recommend that you submit the requested documents, as without them, the casino will not be able to process your withdrawal. These verification steps are standard practice within the industry and cannot be bypassed.

I’m sorry I couldn’t be of more assistance in this particular case. However, should you encounter any issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re here to help.

Best Regards,

Kubo

Hello Everyone,

We’ve reopened this complaint at the request of Lucasjiu1. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Mr Bet Casino,

Based on the evidence submitted, it appears the player attempted to provide the necessary documents, and they were marked as under review. Could you please provide an update on the current status of the player’s verification process?

Thank you.

Dear Kubo,

The latest review of the documents uploaded by the user took place on 2025-06-19, and there have been no updates since then. The user continues to upload screenshots that do not display a visible address. No new documents have been submitted after June 19.

Additionally, the GDPR address change request remains active. However, the user has not contacted us to respond to the verification questions required to proceed with the address update process.

Yes, I have sent all my documents and I can send them to Mr. Kubo

Enviei sim todos os meus documentos e posso enviar ao senhor Kubo

The day is here, Mr. Kubo

Está aí sr Kubo o dia

Dear Mr Bet Casino,

Thank you for your clarification.

Could you please confirm whether the document you are referring to is the same one the player attached in his most recent post (the certificate)? From what I can see, the address appears to be clearly displayed on that document.

Looking forward to your response.

Mr. Kubo, I want to tell you that when I send this residence document, they don't want to accept it as a photo or image. I sent my residence permit and the address that proves it to Mr. Kubo, as I'm away from Mr. Bet's games, there's absolutely nothing I can do. I send documents that they don't accept.

Sr Kubo venho dizer mas envio este documento de residência eles não querem aceitar como foto ou imagem sendo que enviei o meu título de residência certo e o endereço que comprova o mesmo da minha residência ao sr Kubo como estou afastado do jogos do Mr bet não tem como fazer nada absolutamente nada envio documentos não aceita sabe isso e muito chato sr Kubo

Dear Kubo,

Yes, the user did upload the same document that was shared with you — the certificate where the address is indeed visible. However, unfortunately, this file appears to be a screenshot, and as per our verification requirements, we can only accept original documents (PDF or photo format) for address verification purposes.

Before registering, the user accepted our Terms and Conditions. In accordance with section 3.3.3 of our rules, the user was requested to complete account verification. At this stage, we are only awaiting valid proof of address.

Previous documents submitted by the user were repeatedly rejected due to non-compliance with our requirements. Specifically, some documents were older than 3 months from the issue date, some were purchase receipts, others either lacked the address entirely or displayed an address that did not match the one registered in the user's profile. Additionally, several of the uploads were screenshots rather than original files.

We kindly ask the user to upload the document in its original format so we can complete the verification process. We would also like to note that the user had previously indicated a wish to change the registered address — if this is still the case, they will be required to undergo the GDPR procedure.

Dear Lucasjiu1,

Please ensure that you fully comply with the casino’s verification requirements. The requested documents and the reasons for previous rejections have been explained to you multiple times. Despite this, you continue to submit documents that do not meet the stated criteria.

Three months ago, you explicitly declined to provide the necessary documentation. Nevertheless, as a goodwill gesture, I reopened your case with the intention of assisting you. However, I will not be able to continue supporting your request unless you submit documents that comply with the clearly outlined requirements.

Kindly review the casino’s instructions carefully and provide the original document as requested. Once this has been done, please notify me so that we can proceed accordingly.

Thank you for your understanding and cooperation.

Dear Lucasjiu1,

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,
Kubo
Casino.Guru