Mr Bet Casino - El jugador cree que el reintegro se ha retrasado.

On 26.06 I submit one withdrawal of 10.000 RON via Skrill and I kep a part of money and in the same day after a winning I suggested a withdraw of 6665 RON and they split it in 3 payments.

Right after that I was asked to verify my account and it smoothly worked for selfie, address, ID and it came to the Skrill method and in their online window of verification it was never mentioned the fact that to verify Skrill method you need to upload 2 screenshots: one with Personal Details from Skrill (proof of you owning that account) and one with the last deposit of 2060 RON (which happened in Eur because the skrill account is in EUR). About this thing I found out only after several days when I discussed with the support.

I managed to discuss with them several times (I have on email the chat conversations) and one of the most intriguing parts is that they refuse to get documents via email. Plenty of attemps were rejected because the quality of the screenshot is bad but this is due to their website settings. I asked on chat if screenshot or pdf list of trasnaction will work too and they told me to send a screenshot.

During a conversation I have been told that in exceptional cases there can be send by email and right after that their next line was email documents are not accepted.

The information regarding the upload of 2 photos at once was given to me by email and there are more than 48 hours since their last reply. This morning I entered to see the status of the 2 photos that I have uploaded and I had the surprise to see that there is only 1 that remained saved and of course status is continously rejected.

there is no way or interest from their side to support me and save the situation and they keep telling me the same classic stories of what they need to get and to get only by their website.

i tried again to upload the 2 photos but it does not work anymore and I did all their solutions: login logout, change device, change browser.

it is definitely a stall and beside that I keep getting bonusses offers to play my money with them

thanks!

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 Cmunteanu92,

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