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

Selective KYC after previously being verified and making withdrawals. Trying to verify again and being snubbed and after I send many many documents that were previously accepted and listed in their website as being acceptable are rejected or multiple new documents are needed which some are impossible to obtain here in Canada, they don’t have a good track record on trust pilot or on here. Being that they take 48-72 hours to reject documents and decide what ever other documents they need it has been over a week since I tried to withdrawal initially. Every single thing I send in isn’t good enough or requires additonal documents after I provide the proper ones it’s frustrating and not needed for a KYC as I have done it before on multiple sites and they seem to be just stalling so that I will spend my winnings, they will not give examples of what is needed and it is very vague in terms of the documents they want. I cannot keep going to the bank so they can make me custom letter headed documents so that Mr bet can just ask for more and more documents over and over again, they approve some then ask for more and then ask for the approved ones again and reject them. Please any in sight or help would be amazing as they seem to be AI or just copying and pasting to wait out their customers until they give up

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing with the verification process.

Please understand that KYC (Know Your Customer) is a crucial and mandatory procedure that all licensed casinos must follow to ensure that withdrawals are processed securely and sent to the rightful owner. Since casinos cannot verify players in person, this process is their only method to confirm identities and prevent fraudulent activity. While it’s true that this can sometimes take several working days, we understand that repeated rejections and vague communication can be extremely frustrating.

To better understand your situation and contact the casino on your behalf, could you please clarify the following:

• Which documents have you already submitted, and when did you send the most recent one?
• Were any of these documents previously accepted by the casino?
• What reasons has the casino provided for rejecting your documents?
• Has the casino given you a clear explanation of the current KYC requirements?

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

Best regards,

Veronika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

I have currently submitted my bank card both sides and my other bank card both sides same number and code. Many many screen shits of my bank account and statements with all their required info. A document showing the card was issued in my name and account number. A bank statement from last Month, a bank statement showing all deposits to Mr bet. Most recently I sent a fraud alert document showing my card number name and account number and letterhead from my bank. A custom bank Statement made by my bank to fit their requirements.

that my bank card needed to have all the info on one side, the account statement needs to be a pdf format from the bank even though they say on their site that it can be a screen shot, I will be sending them July’s bank stament once I get it as I can’t print one off until the month is over.

that my name account number and bank card number were not on my statement even though they are. All of these documents were accepted last time I verified 6 months ago. But now they require more and more for every document I send they want 2 more.

they do not give clear KYC instructions or examples they wait until it gets rejected then state i need to re submit another document without telling me what was wrong with the previous document even though it fits all their requirements, the. When the next document is rejected they ask for the previous document again.

their verification guide outlines requirements but when the documents are sent in with everything they ask for it is rejected I can send examples to show you and screen shots from their website showing I am sending exactly what they say they need. But yet they keep using this tactic of re verifying over and over again to make me give up, after I ask what was wrong with the previous document they say hopefully next time it will be

They have requested 8 different verification documents in different forms of bank card, bank statements, proof of debit card ownership, and proof of deposit

Please forward me all the communication between you and the casino customer support regarding the requests for additional verification at veronika.f@casino.guru. Thank you for your cooperation.

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

Dear kevintesarsky84,

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,

Veronika