Mr Bet Casino - El reintegro del jugador se ha retrasado.

I have uploaded the documents they have requested. I get a response back that the quality is too poor and that I have to upload again via the platform. When I want to do that, I can only upload 1 document. When it is done, the system generates a message that the document is being checked. When you write to them, they do not address the problem of me not being allowed to upload what they are requesting. It is one long series of emails where I ask for help, but just get a standard response. They do not address the fact that their platform is not working. There are several different answers. One is that they are missing 2 documents. I have uploaded them, but still I am told that it is not good enough. I have told them that their platform does not work as they say, but they do not address that.

Jeg har uploaded de dokumenter, de har bedt om. Jeg får svar tilbage, at kvaliteten er for dårlig og at jeg skal uploade igen via platformen. Når jeg vil gøre det, så kan jeg kun få lov at upload 1 dokument. Når det er gjort genererer systemet en besked om, at dokumentet bliver tjekket. Når man skriver til dem, så forholder de sig ikke til problemet med, at jeg ikke kan få lov at uploade det, de beder om. Det er én lang række af e-mails hvor jeg beder om hjælp, men bare får et standardsvar. De forholder sig ikke til, at deres platform ikke virker. Der er flere forskellige svar. Ét er, at de mangler 2 dokumenter. Dem har jeg uploadet, men alligevel får jeg at vide, at det ikke er godt nok. Jeg har fortalt dem, at deres platform ikke fungerer, som de siger, men det forholder de sig ikke til.

Dear player,

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 the 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

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 MetteHansi,

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.

No, I haven't received my payment. They keep rejecting my documents. Now a copy of a driver's license is suddenly not good enough. Now they want a copy of an ID card (which we don't use in DK) or a valid passport (which I don't have). Their platform is not working as intended. I can only upload one picture at a time. They say they will try to solve that. The money (2x3500) is pending and locked.

Nej, jeg har ikke modtaget min udbetaling. De bliver ved med at afvise mine dokumenter. Nu er en kopi af kørekort pludselig ikke godt nok. Nu vil de have kopi af ID-kort (som vi ikke bruger i DK) eller gyldigt pas (som jeg ikke har). Deres platform virker ikke efter hensigten. Jeg kan kun uploade ét billede ad gangen. Det siger de, at de vil prøve at løse. Pengene (2x3500) er afventende og låst.

Dear player,

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 takes KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise which documents you have already provided and when exactly you sent the last one?

Have you provided all the required documents as soon as possible and in the correct format?

Could you please clarify the situation regarding the ID? You mentioned they are requesting either an ID card or a passport, but you mentioned that you don’t use an ID card in Denmark and don’t have a valid passport. Could you explain this a bit more, so we can better understand the issue?

Could you please share your communication with the casino? 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.

At their first request, I sent a copy of my driver's license, Visa card, and a printout from the service provider.

I was told that the photocopy of my driver's license was not good enough. So I tried again. Several times. The idea is that you have to upload the front first, then the back. You can't do that on their platform. You can only upload one page at a time. They wanted one of their employees to check.

Suddenly I get an email saying I need to upload a copy of my ID card or passport. Nothing about a driver's license. They also ask for a copy of my Visa card, even though they have already approved it.

I will send you a copy of the email correspondence.

Ved deres første anmodning sendte jeg kopi af kørekort, Visakort samt udskrift fra serviceprovider.

Jeg fik besked på, at bilkedet af mit kørekort ikke var godt nok. Så prøvede jeg igen. Flere gange. Meningen er, at man skal uploade først forside, så bagside. Det kan man ikke på deres platform. Man kan kun uploade én side ad gangen. De ville én af deres ansatte undersøge.

Pludselig går jeg en mail hvor der står, at jeg skal uploade kopi af ID-kort eller pas. Ikke noget om kørekort. De beder også om kopi af Visakort, selvom de allerede har godkendt det.

Jeg sender kopi af mailkorrespondancen til dig.

I was advised in their live chat to try upload on another unit. I tried this morning on my PC and received a message that I had reached the limit for uploads.

Dear player, could you please confirm whether you have been able to successfully complete the verification process?

No, I haven't. I can still only upload one document. They suggested I clear cache, try via the app, and a different browser. I tried all of that, with no luck.

Nej, det har jeg ikke. Jeg kan stadig kun uploade ét dokument. De foreslog, at jeg slettede cache, prøvede via app'en og en anden browser. Alt det prøvede jeg, uden held.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Jana (jana.k@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.

Dear MetteHansi,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Mr Bet Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Thank you very much. I look forward to hearing from you.

Tusind tak. Jeg afventer nærmere fra jer.

Dear Jana,

The user might be experiencing issues with the verification process because they keep uploading the same document for proof of identity, which has already been rejected earlier. They need to upload a valid ID or a passport as their proof of identity document.

At this point, we are waiting for the user to upload the required documents on the verification page. We kindly request the user not upload previously rejected documents. If the user has any questions regarding the exact requirements for such a document, we would like to inform you that our support team has sent all recommendations regarding the requested documents to the user's email address once again.

We will be happy to assist you if you have any questions. 

Mr Bet. It's no use when I can only get to step 1 of the procedure. Every time I go to your platform, page 1 of my driver's license is rejected. I delete it and upload a new photo. From there, the platform starts verifying and I can't upload any more documents. I was promised that you would find a solution. You haven't found one. That's the whole problem. Furthermore, I'm surprised that you're rejecting the photo. It's clear and obvious and gives no reason to doubt my identity.

Mr Bet. Det nytter jo ikke noget når jeg kun kan nå til 1. step i proceduren. Hver gang jeg går ind på jeres platform, så er side 1 af mit kørekort afvist. Jeg sletter det og uploader et nyt billede. Derfra begynder platformen at verificere og jeg kan ikke uploade yderligere dokumenter. Jeg blev lovet, at I ville finde en løsning. Det har I ikke fundet. Det er jo det, der er hele problemet. Derudover undrer det mig, at I afviser billedet. Det er klart og tydeligt og giver ingen grund til at tvivle på min identitet.

Dear MetteHansi,

could you please upload your ID or a passport to the website´s verification page as suggested? Could you please send a rejected photo you have uploaded to jana.k@casino.guru ?

Dear Jana, that's what I can't do. I can upload 1 document. The field is specified as the 1st page of the driver's license. As soon as it is uploaded, their platform goes directly to verifying only that page. I can't upload more.

Kære Jana, det er jo det Jeg ikke kan. Jeg kan uploade 1 dokument. Feltet er specificeret som 1. side af kørekort. Så snart det er uploadet går deres platform direkte til verifikation af kun den side. Jeg kan ikke få lov at uploade mere.

From 16/10:

Hi Mette,

I hope you have a good day.

I am contacting you regarding your recent complaint regarding a problem uploading your documents. We have received a response from the relevant department with their suggestions. Please try clearing your cache, using a different browser, or downloading the app and try uploading your documents through the application. Once you try these tips, please provide us with your feedback on whether you were successful in uploading your documents.

If any questions arise, we will be here to answer them 24/7.

Kind regards,

Leader of the gambling club, Mason.

Fra 16/10:

Hej Mette,

Jeg håber, du har en god dag.

Jeg kontakter dig angående din seneste klage vedrørende et problem med at uploade dine dokumenter. Vi har modtaget et svar fra den relevante afdeling med deres forslag. Prøv at rydde cachen, bruge en anden browser eller downloade appen og forsøge at uploade dine dokumenter via applikationen. Når du prøver disse tips, bedes du give os din feedback om, hvorvidt det lykkedes dig at uploade dine dokumenter.

Hvis der opstår spørgsmål, vil vi være her for at besvare dem døgnet rundt.

Med venlig hilsen,

Leder af spilleklubben, Mason.

Dear MetteHansi,

thank you for your reply.

Dear Mr Bet Casino representative,

could you please specify which steps shoud the player follow to upload her ID or passport? She´s unable to upload more than one document at a time.

From 16/10

Hi Mette,

I hope you have a good day.

I am contacting you regarding your recent complaint regarding a problem uploading your documents. We have received a response from the relevant department with their suggestions. Please try clearing your cache, using a different browser, or downloading the app and try uploading your documents through the application. Once you try these tips, please provide us with your feedback on whether you were successful in uploading your documents.

If any questions arise, we will be here to answer them 24/7.

Kind regards,

Leader of the gambling club, Mason.

Fra 16/10

Hej Mette,

Jeg håber, du har en god dag.

Jeg kontakter dig angående din seneste klage vedrørende et problem med at uploade dine dokumenter. Vi har modtaget et svar fra den relevante afdeling med deres forslag. Prøv at rydde cachen, bruge en anden browser eller downloade appen og forsøge at uploade dine dokumenter via applikationen. Når du prøver disse tips, bedes du give os din feedback om, hvorvidt det lykkedes dig at uploade dine dokumenter.

Hvis der opstår spørgsmål, vil vi være her for at besvare dem døgnet rundt.

Med venlig hilsen,

Leder af spilleklubben, Mason.

My answer of 10/16

Now I have tried EVERYTHING you have written that I should do. It changes nothing. I have cleared the cache, tried in the app and via chrome. See attachments. I can't get any further than that I have reached the upload limit in Samsung internet. First picture is Samsung internet, the rest is from the app.

Mit svar af 16/10

Nu har jeg prøvet ALT det, I har skrevet, at jeg skulle gøre. Det ændrer intet. Jeg har ryddet cache, prøvet i app'en og via chrome. Se vedhæftede. Jeg kan ikke komme længere end til at jeg har nået grænsen for upload i Samsung internet. Første billede er Samsung internet, resten er fra app'en.

Dear MetteHansi,

We are aware that you are experiencing difficulties with completing your verification. Currently, the documents you have submitted do not meet the requirements for verification.

Required documents:

• Proof of Identity (POI): We require a valid government-issued ID card (plastic ID) or a current passport. Unfortunately, the driver’s license you submitted cannot be accepted because the photo is over 10 years old and the document was issued in 1993.

• Proof of Payment (POP): We require a credit card statement showing the last four digits *4084. We have not received this document from you yet.

Please provide the requested POI and POP so that we can successfully complete your verification.

Dear Mr Bet, how many times do I have to repeat myself? I CANNOT BE ALLOWED TO UPLOAD ON YOUR PLATFORM! I have sent you screenshot after screenshot. When I enter the platform I can see that the first page of my driver's license is rejected. When I delete it and upload a new photo, the system skips to confirmation and I can't move on! Have you read the correspondence between me and your employees? Have you looked at the correspondence here?

Kære Mr Bet, hvor mange gange skal jeg gentage mig selv? JEG KAN IKKE FÅ LOV AT UPLOADE PÅ JERES PLATFORM! Jeg har sendt jer screenshot efter screenshot. Når jeg kommer ind på platformen kan jeg se, at første side af mit kørekort er afvist. Når jeg sletter det og uploader nyt foto, så hopper systemet videre til bekræftelse og jeg kan ikke komme videre! Har I læst korrespondancen melkem mig og jeres medarbejdere? Har I kigget på korrespondancen her?

Dear MetteHansi,

I understand your frustration. However, as mentioned above, the casino cannot accept a driving licence issued in 1993 or any ID document with a photo older than 10 years.

Please provide a valid national ID card or passport to verify your account.

Dear MetteHansi,

is this a government-issued document? Please note that the casino can only accept government-issued identification, such as a national ID card or a valid passport.

Yes, it is a publicly issued document.

Ja, det er et offentligt udstedt dokument.

Dear Mr Bet Casino representative,

the player only possesses a severely disabled person’s card issued by the Danish government. Could you please consider this as a valid government-issued document for verifying her account?

Dear Jana,

The case is still being reviewed, and we need a bit more time to resolve it properly. Thank you for your patience and understanding.

Dear Mr Bet Casino representative,

thank you for your reply. Please keep us informed of any new development.

Dear Jana,

No, we cannot accept this document as it is a companion card, not an official ID. We require a valid ID or passport. The user was informed about this in our email sent on October 24th.

I'll get something.

Jeg skaffer noget.

Dear MetteHansi,

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.

Dear Jana. Thank you. I hope I receive usable ID before then.

Kære Jana. Tak. Jeg håber, at jeg modtager brugbart ID inden da.

Dear MetteHansi,

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.

Thanks, Jana! I'm expecting an ID card in the mail.

Tak, Jana! Jeg venter et ID-kort med posten.

Dear Jana, here with ID card as requested.

Kære Jana, her med ID-kort, som anmodet om.

Dear Jana,

We can see on our end that the user has uploaded the documents. However, we’re unable to check them directly. We’re currently waiting for the responsible department to process the documents and have already submitted a request to speed up the review.

Dear Jana,

The document the user uploaded has been rejected. It is a local municipal ID, but it does not contain a date of birth or an issue date, so it does not have full legal validity. We kindly ask the user to provide a national ID or passport instead.

CPR number = date of birth = April 4, 1963. It is an ID card issued by a public authority. It is valid for 10 years.

CPR-nummer = fødselsdato = 4. april 1963. Det er et ID-kort udstedt af en offentlig myndighed. Det har 10 års gyldighed.

It's your own rules. You've got EVERYTHING! The last thing you've got is a national ID card.

Det er jeres egne regler. I har fået ALT! Det sidste I har fået er et nationalt ID-kort.

Dear MetteHansi,

Please note that the "Legitimationskort" in Denmark is a local card issued by Copenhagen Borgerservice and is not a government-issued ID at the level of a passport or official national ID card.

This type of document does not verify identity in international systems. The Legitimationskort is intended for internal use within Denmark for identification purposes and is not suitable for financial or international verification.

To proceed, we will need either a new-format driver’s license or a passport.

Then I'll get a new driver's license.

Så skaffer jeg et nyt kørekort.

I can't get a new driver's license in 3 days.

Jeg kan ikke nå at få et nyt kørekort på 3 dage.

Dear Mr Bet Casino representative,

would it be acceptable for you to allow additional time for the player to obtain and submit a new driving licence?

Dear Jana,

Of course, she will be able to upload the new driver’s license directly on the verification page. We are also still waiting for the proof of payment, as the user has not uploaded anything yet.

I'll upload the whole thing. You do realize that I can still only upload one page at a time, right? You haven't solved that problem yet.

Jeg skal nok uploade det hele. I er klar over, at jeg stadig kun kan uploade én side ad gangen, ikke? Det problem har I ikke løst endnu.

Hi Jana, I can't do it in 4 days. The processing time for a new driver's license is 14 days to 3 weeks, starting from 5/12.

Hej Jana, jeg kan ikke nå det på 4 dage. Ekspeditionstiden på et nyt kørekort er 14 dage til 3 uger, regnet fra d. 5/12.

Dear MetteHansi,

I will extend the timer if the casino is willing to wait long enough for you to submit your driving licence.

Thanks, Jana. Can I risk the casino confiscating the money?

Tak, Jana. Kan jeg risikere, at kasinoet inddrager pengene?

Dear Mr Bet Casino representative,

the player applied for a new driving licence on December 5th, and the process is expected to take approximately 14 days to 3 weeks. Is this timeframe acceptable for you to wait?

Dear Jana,

Yes, we are willing to wait. Please ensure that no response timer is set on our side, or extend it to the maximum possible duration. Alternatively, you may close the case, as there are no outstanding matters on our end.

Mr Bet, you still have an outstanding case. You still haven't solved the problem of me only being able to upload one page at a time on your platform? Despite several reminders, it still hasn't been resolved.

Mr Bet, I har da stadig en udestående sag. I har stadig ikke løst problemet med at jeg kun kan uploade én side ad gangen på jeres platform? Trods adskillige påmindelser er det stadig ikke løst.

Hi Jana, I'm still waiting for my new driver's license and a response from Mr Bet that their platform is not working.

Hej Jana, jeg venter stadig på mit nye kørekort og svar fra Mr Bet om at deres platform ikke virker.

Dear MetteHansi,

thank you for the update. First, we will wait for your new driving licence to arrive, and then we will proceed with resolving the issue with the casino.

I have now uploaded a copy of the front page of my new drivers license as well as a copy of my new Visa card (front and back).

I have received a new Visa card, so the previous information should be renewed.

Dear Mr Bet Casino representative,

have you received the documents submitted by the player? Is her account now fully verified?

Dear Jana,

The proof of identity has been accepted. However, the user still needs to provide proof of payment. As mentioned previously, the user has not yet submitted the documents required to verify the payment.

Dear MetteHansi,

could you please provide the casino with proof of the payment to complete the verification of your account? Once you have submitted it, please inform me.

What proof of payment? I got an email from the casino in September saying a balance had been released. It must be money that was left in my account. I haven't transferred anything in a long time. It's the original remaining balance that I played with.

Hvilket bevis for betaling? Jeg fik en mail fra casinoet i september måned, om at en saldo var frigivet. Det må være penge, som var tilbage på min konto. Jeg har ikke overført noget i lang tid. Det er den oprindelige tilbageværende saldo, som jeg har spillet for.

Dear MetteHansi,

• the casino is requesting Proof of Payment (POP) - a credit card statement showing the last four digits *4084. They have not received this document from you yet.

In order to verify your account, please submit your credit card statement and let me know once you have done so.

Dear Jana. As I already I formed you all, I have received a new Visa card, a copy of which has been uploaded to the casino's platform. Attached a copy of a transaction showing the last 4 digits of the new card.

Dear MetteHansi,

thank you for your reply. I will now ask the casino whether they accept the new card.

Dear Mr Bet Casino representative,

is the new card submitted by the player acceptable? Will her account now be verified so that the funds can be released?

Dear Jana,

The user uploaded a completely different card. We are awaiting the card that matches the one she used for the withdrawal.

I've got a new card, which I've written. My account number, where the money is to go, is the same. You can see that too. I can't just tell the bank that I don't want a new card. Visa cards have an expiration date.

Jeg har jo fået nyt kort, som jeg har skrevet. Mit kontonummer, hvor pengene skal gå ind er det samme. Det kan I også se. Jeg jo ikke bare sige til banken, at jeg ikke vil have et nyt kort. Visa-kort har altså en udløbsdato.

Then you should put my money back into the game account so that it is not reserved. Then I will make a deposit and then request a withdrawal. Will that be satisfactory and solve the problem?

Så skal I sætte mine penge tilbage på spilkontoen, så de ikke er reserveret. Så laver jeg en indbetaling og beder derefter om udbetaling. Vil det være tilfredsstillende og løse problemet?

Dear MetteHansi,

There is no need to make a new deposit. Our team has requested the card details specifically in relation to the withdrawal you initiated.

If you prefer, you may cancel the current withdrawal to the card ending in *4084 and create a new withdrawal to another card. In that case, you will be asked to provide the new card details for verification.

How do I cancel the current payout? Can you send me a guide on how to do it?

Hvordan annullerer jeg den nuværende udbetaling? Vil I sende mig en guide til hvordan jeg gør det?

Dear Mr Bet Casino representative,

could you please guide the player on how to cancel the current withdrawal and proceed with submitting a new one?

Dear MetteHansi,

Please contact our support team via live chat or email, and they will be happy to assist you with this.

That is done.

Det er hermed gjort.

I have now cancelled the withdrawal request. Your platform does not accept Danish letters in the name field for the Visa card. That is, the letters ø. The name field does not accept very many letters either. Since my name on the card contains ø and is very long, it cannot all be there. An ø can be written oe in Danish, and that is what I have done.

Jeg har nu annulleret anmodningen om udbetaling. Jeres platform accepterer ikke danske bogstaver i navnefeltet til Visa-kortet. Det vil sige bogstaver ø. Navnefeltet er accepterer heller ikke ret mange bogstaver. Da mit navn på kortet indeholder ø og er meget langt kan det hele ikke være der. Et ø kan skrives oe på dansk, og det har jeg gjort.

Dear Jana,

The user has been successfully verified, and their withdrawal has been processed.

Dear MetteHansi

please keep us updated once you have received the funds from the casino.

Dear Jana, I am pleased to announce that I have received the amount today.

Thank you so much for your assistance. I would have hardly reached the finish line without your help.

Happy New Year!

Kære Jana. Jeg kan med glæde meddele, at jeg dags dato har modtaget beløbet.

Tusind tak for din assistance. Jeg var næppe kommet i mål uden din hjælp.

Godt nytår!

Dear MetteHansi,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. 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,

Jana

Casino.Guru