Mr Bet Casino - El retiro del jugador se ha retrasado debido a la verificación.

Mr.Bet Casino has paid out my winnings before. On January 14th, I requested a withdrawal of €2200. Mr. Bet replied that they first wanted to verify my account. On January 15th, I submitted the requested documents: a copy of my passport and my registration certificate from the local council. Then, silence. When I inquired, they asked me to submit my credit card and a bank statement. I did that. Then they wanted my employment contract and payslip. For whatever reason... I submitted those as well. Then they asked me to submit my tax assessment. Without redacting anything. And actually, not even scanned. Which isn't possible because the assessment from the tax office arrives by mail. I submitted that too, hoping that this would finally be over. Since submitting the last document on February 13th, I haven't heard anything. They aren't responding to my inquiries.

Mr.Bet Casino hat schon früher meine Gewinne ausgezahlt. Am 14.1 habe ich Auszahlung über 2200€ beantragt. Mr. Bet hat darauf geantwortet dass sie erst mein Konto verifizieren möchte. Ich habe am 15.1 die angeforderten Dokumente eingereicht: Kopie meines Reisepasses und meine Meldebescheinigung von der Gemeinde. Danach Stille. Als ich nachgefragt habe sollte ich noch meine Kreditkarte und auch einen Kontoauszug einreichen. Das habe ich gemacht. Dann wollten die noch meinen Arbeitsvertrag und Gehaltsbescheinigung. Warum auch immer....habe ich eingereicht. Dann sollte ich noch meinen Steuerbescheid einreichen. Ohne etwas zu schwärzen. Und eigentlich auch nicht eingescannt. Was nicht möglich ist weil der Bescheid von der Finanzamt per Post kommt. Das habe ich auch eingereicht in der Hoffnung dass das echt auch eine Ende hat. Seit der Einreichung des letzten Dokumentes am 13.2 habe ich nichts mehr gehört. Auf meinen Nachfrage antworten die nicht.

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Dear Ceres,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you are experiencing.

Please understand that the KYC (Know Your Customer) process is a very important and essential procedure. During this process, the casino must ensure that funds are released to the rightful owner. Since they cannot physically verify players’ identities in person, this verification is necessary to comply with regulatory and security requirements. Reputable and licensed casinos take KYC seriously, and completing the review may take several working days.

To better understand your situation, could you please clarify the following:

• Did you receive any confirmation or acknowledgment after submitting each document?
• Have you provided all the requested documents in the correct format and as soon as they were requested?
• Are there any specific terms and conditions you agreed to that may relate to the withdrawal process?

These details will help us assess whether there has been an unreasonable delay and determine the appropriate next steps.

Thank you in advance for your reply. I look forward to assisting you further.

Best regards,

Petra

Hello Petra,

Thanks for the quick reply.

I always submitted the documents on the same day they were requested. There was a problem with the photo of my credit card, but I corrected it and resubmitted it. After each submission, I received an email confirming that my documents were being reviewed.

I personally think this is harassment and that the payment is being deliberately delayed.

After submitting the documents that are normally required and absolutely sufficient for any institution to verify a person, the following are:

After submitting my ID photo, proof of address, a selfie with my ID, credit card, and bank statement (all of which I submitted correctly), they started requesting other documents. I also had to submit my employment contract, payslip, and tax return. To me, this seems like a delaying tactic. And I find it completely inappropriate, but I submitted those documents as well. The last document was submitted on February 12th, and I subsequently received an email stating that my documents were being reviewed. Since then, I haven't heard anything. Not even after following up.

There are no specific terms and conditions that I agreed to that would justify this delay.

Hallo Petra,

Danke für die schnelle Antwort.

Ich habe die Dokumente immer an den selben Tag als die gefordert wurden eingereicht. Bei der Foto von Kreditkarte gab es Beanstandung aber auch die habe ich korrigiert und neu eingereicht. Ich habe nach jeden Einreichung Email bekommen das meine Dokumente geprüft werden.

Ich persönlich finde dass das Schikane ist und die Zahlung absichtlich verzögert wird.

Nach der Einreichung der Dokumente die normalerweise gefordert werden und absolut ausreichen für jede Institution zu verifizieren eine Person sind :

Ausweisfoto, Wohnadresse Nachweis, Selfie mit Ausweis, Kreditkarte und Kontoauszug ( die ich alle korrekt eingereicht habe) haben die angefangen andere Dokumente zu fordern. Ich musste zusätzlich noch meinen Arbeitsvertrag, Gehaltsabrechnung und Steuerbescheid einreichen.Für mich wirkt das als Verzögerungstaktik. Und ich finde das absolut unangemessen aber auch die Sachen habe ich eingereicht. Das letzte Dokument am 12.2 und daraufhin habe ich Email bekommen das meine Dokumente geprüft werden. Seit dem habe ich nichts mehr gehört. Auch nach Nachfrage nicht.

Es gibt keine bestimmte Geschäftsbedingungen denen ich zugestimmt habe die diese Verzögerung rechtfertigen würden.

Hello Petra,

I wanted to add something because an employee from Mr.Bet Casino contacted me today. It concerns the last document they've requested so far – my tax assessment.

On February 11th, Mr. Bet suddenly remembered they needed my tax assessment. I sent a photo of it the same day. I redacted the figures for privacy reasons.

The next day, November 12th, they wrote that they needed the original document in PDF format and that I wasn't allowed to redact the numbers. They also said I wasn't allowed to scan the document. I explained to them that this wasn't possible because the tax assessment was being sent by mail. I then scanned the document and sent it as a PDF with the numbers unredacted.

Since then, I've inquired three times why I still haven't been verified. This morning's email received a reply stating that they don't accept the document as a PDF and that I need to send a photo of it. They're telling me this two weeks after I sent the document, and only because I asked! I have a strong feeling they don't actually want to verify me. I sent the document this morning exactly as they requested.

I find it outrageous that a casino needs my tax return, employment contract, and payslip to verify my identity. I don't even want a loan from them... and you wouldn't even need to submit a tax return for that. Besides, they don't allow you to redact personal information or figures, not even on your bank statement. My personal bank transactions should be my private business.

Hallo Petra,

Ich wollte noch was ergänzen da sich ein Mitarbeiter heute von Mr.Bet Casino gemeldet hat. Es geht um das letzte( bis jetzt )geforderte Dokument- mein Steuerbescheid.

Am 11.2 ist Mr.Bet noch eingefallen das die meinen Steuerbescheid brauchen. Ich habe am selben Tag ein Foto von Steuerbescheid geschickt. Die Zahlen habe ich aus Datenschutz Gründen geschwärzt.

Nächten Tag am 12.11 haben die geschrieben dass die das Original in PDF brauchen und ich darf die Zahlen nicht schwärzen. Ich darf das Dokument auch nicht einscannen. Ich habe den erklärt dass sowas gar nicht möglich ist weil der Steuerbescheid per Post geschickt wird. Ich habe dann das Dokument eingescannt und in PDF Form mit ungeschwärzten Zahlen geschickt.

seit dem habe ich 3 mal nachgefragt warum ich immer noch nicht verifiziert wurde. Auf den email von heute morgen kam ein Antwort dass die das Dokument in PDF nicht akzeptieren sondern ich muss ein Foto davon schicken. Das sagen die mir 2 Wochen nachdem ich das Dokument geschickt habe und auch nur weil ich nachgefragt habe! Ich habe ganz stark das Gefühl dass die mich gar nicht verifizieren wollen. Das Dokument habe ich auch heute Morgen abgeschickt so wie die das wollten.

Ich finde dass schon krass das ein Casino um meine Person zu verifizieren mein Steuerbescheid braucht und auch mein Arbeitsvertrag und Gehaltsabrechnung. Ich möchte ja kein Kredit von den….und sogar dafür müsste man keinen Steuerbescheid einreichen. Außerdem erlauben die keine persönlichen Informationen und zahlen zu schwärzen. Auch nicht beim Kontoauszug. Meine persönliche Kontoumsätze sollten meine private Sache sein.

Please do not post my emails publicly.

Bitte mein Emails nicht öffentlich stellen.

Thank you for your reply and for providing the previous details, Ceres.

• Did you receive any communication explaining why the tax assessment needed to be submitted in a specific format?
• Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Good morning,

No, I didn't receive any information about that. The second time, they only wanted a photo of the document. I sent that six days ago.

I will send the previous communication via email.

Guten Morgen,

Nein, dazu habe ich keine Info bekommen. Das zweite Mal wollten die ja auch nur ein Foto von das Dokument. Das habe ich vor 6 Tagen geschickt.

Ich werde das bisherige Kommunikation per email schicken.

Dear Ceres

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Lucia (lucia.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Hello Ceres,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Mr Bet Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lucia

Hi Lucia, could you please make my messages in this thread public?

Hallo Lucia, konnten sie bitte meine Nachrichten in diesem thread öffentlich stellen?

Dear Player,

Please note that your messages in this thread are now public and visible to other players.

Dear Lucia,

We are expecting the user to provide a document confirming the payment of taxes. However, the document the user previously uploaded was rejected because it was a tax calculation dated 2024, which only reflects an estimated or future tax amount and does not confirm that the taxes were actually paid.

We kindly ask the user to provide a document that clearly confirms the payment of taxes, preferably the most recent one available.

At the moment, the documents the user has uploaded are still in pending status. If they are not accepted this time, we will ask the responsible department to provide a more detailed explanation of the reason for the rejection.

Dear Ceres,

Based on the latest update from the casino, I would strongly advise you to follow their request and provide a valid document that clearly confirms the payment of taxes. Please make sure the document includes all the necessary information and reflects actual payment, not just a calculation or estimate.

Once you have submitted the correct document, kindly let me know so I can follow up on your case.

Hello Lucia,

I wrote the following at the casino on March 9th:

I cannot send you a document showing that I pay taxes. I personally don't have to pay taxes in Germany because I'm marginally employed and no taxes are levied on my earnings (you already have my employment contract and proof of income).

Therefore, it is impossible for me to send you such a document.

Furthermore, I would like to know why this is even relevant for verifying my identity at an online casino.

They have a photo of my passport, a selfie with my ID, proof of residence from the municipality, a photo of my credit card, bank statement, my employment contract and payslip.

Why is that still not enough to verify me?????

Hallo Lucia,

ich habe am 9.3 Casino folgendes geschrieben:

Ich kann ihnen kein Dokument zuschicken wo zu sehen ist das ist Steuern bezahle. Ich persönlich muss keine Steuern in Deutschland zahlen weil ich Geringfügig beschäftigt bin und zu meinen Verdienst keine Steuern anfallen(Mein Arbeitsvertrag und Gehaltsnachweis haben sie ja schon)

Also ist es mir unmöglich so ein Dokument ihnen zu schicken.

Ausserdem mochte ich wissen warum das überhaupt relevant ist um meine Person bei eine online Casino zu verifizieren.

Sie haben ein Foto von meinem Pass, Selfie mit meinem Ausweis, Wohnort Nachweis von der Gemeinde, Foto von meine Kreditkarte, Kontoauszug, mein Arbeitsvertrag und Gehaltsabrechnung.

Warum reicht das immer noch nicht um mich zu verifizieren?????

Dear Mr. Bet Casino Team,

I would appreciate your assistance in clarifying the necessity of the tax-related document in this context, as well as its relevance to the verification process.

Additionally, I kindly request that you suggest alternative documentation that the player may provide instead of a tax document, given that they are unable to submit this specific type of documentation. This would greatly aid in facilitating the completion of the verification process.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Ceres,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Lucia