Mr Bet Casino - El retiro del jugador se retrasa debido a problemas de verificación.

Good evening

I am writing to you about this casino where I won 220,000 and they are not processing my document verification.

I wrote to them every day to ask how long it would take, and the answer was the same every time: as soon as possible.

Although the verification time on the site is up to 48 hours, it took me almost 2 weeks.

Bună seara

vă scriu în legătură cu acest cazinou la care am câștigat 220000 și nu îmi procesează verificarea documentelor.

Le-am scris pe fiecare zi să îi întreb cat mai durează , răspunsul fiind același de fiecare dată : în cel mai scurt timp.

Cu toate ca timpul de verificare pe site este de pana la 48 de ore, dar la mine au trecut aproape 2 săptămâni

Dear bebebebytza22,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

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 take KYC lightly.

• Could you please list the documents you have already provided and specify exactly when you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?
• Could you please share with me your communication with the casino regarding the delays in verification of your account as supporting evidence? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hello

The only document I managed to upload is the proof of payment (the card used for the transactions). I uploaded it about two weeks ago. Since then I have been sending emails asking what happened with the verification of the documents, the answer is the same every time: it is being verified, it will be ready soon… we will notify you by email.

This is the casino's answer.

How do I proceed to complete this process and be able to withdraw my winnings?

Thank you

Bună ziua

Singurul document pe care am reușit să îl încarc este dovada platii( cardul folosit pentru tranzacții). L-am încărcat aproximativ acum două săptămâni . De atunci am dat mailuri într-una să întreb ce s-a întâmplat cu verificarea documentelor, răspunsul fiind același de fiecare dată : este în curs de verificare , o să fie gata în curând… o să vă notificăm prin e-mail.

Asta este răspunsul celor de la cazino .

Cum trebuie să procedez pentru a finaliza acest proces , și a putea retrage câștigurile.

multumesc

Good evening

I'm writing to you again because I haven't heard any news from the casino.

Were you able to get in touch with them?

Please keep me updated when you manage to get some news from them,

I can once go through this verification process and withdraw my winnings.

Thank you

Bună seara

Va scriu din nou căci eu nu mai am nici un fel de veste din partea cazinoului.

Ati reușit dvs să luați legătura cu ei?

Va rog să mă țineți la curent când reușiți să aveți ceva vești din partea lor,

Sa pot trece odată de acest proces de verificare și să îmi pot retrage câștigurile.

Multumesc

Hello

Do you have any news from the casino?

I email them every day and no one bothers to answer me.

I repeat my situation:

I uploaded the documents for verification but I did not receive any response.

Without this completed process I cannot withdraw my winnings.

How long do I have to wait?

Thank you

Bună ziua

Aveti ceva noutăți din partea cazinoului?

Eu le scriu e-mail zilnic și nimeni nu se obosește să îmi răspundă.

Repet situația mea:

Am încărcat documentele pentru verificare dar nu am primit nici un răspuns.

Fara acest proces încheiat nu îmi pot retrage câștigurile.

Cat timp sunt nevoit sa mai aștept?

Multumesc

Thanks for your patience.

Could you please share a screenshot of your account with the verification status of your documents visible, if available?

Could you please share with me the last communication you received from the casino's KYC/verification department regarding the requirements for verification? Submit screenshots here or send the information to my email at tomas@casino.guru for review.

I apologize for the inconvenience.

On the document verification section page, it appears to me that it is verified.

But in fact the account is not verified.

The only document I uploaded was proof of payment (the card used to make the transactions).

Pe pagină la sectorul verificare documente îmi apare ca este verificat.

Dar de fapt contul nu este verificat.

Singurul document pe care l-am încărcat a fost dovada plății (cardul după care s-au efectuat tranzacțiile).

I apologize for any misunderstanding.

Kindly forward your communication with the casino's KYC department so we may ascertain what the casino asked of you and what you provided. The communication exchanged between you and the casino is needed for us to review the situation and provide further assistance to you. Send the information to my email at tomas@casino.guru

Dear bebebebytza22,

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,
Tomas
Casino.Guru