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

I am facing address verification problem when I made a withdrawal request from Mr.Bet. When I opened an account with them, my residential address was [address hidden by Casino Guru] (rented house) and after 2 years I moved to another house in one kilometer radius. Now they asked me to provide proof of residential address. I submitted Bank statement, Residence certificate from State, water bill from State. Every time they rejected without any reason. Two times 48 hour after submitting a Pop Message appeared shows "Your Profile has been verified". But the next day again shows "verification failed". Now they are asking Paysafe payment details, which I used to transfer the funds. I submitted the details too, but they all the rejected. I am ready to submit any documents as per their requirements. I have given a withdrawal request of 1500 Euro. I used this account since 5 years and made about less than 250 transaction and played about 7000 Euro. When I have given withdrawal requests they are playing drama. I contacted customer care many times. They always tell me to send copies, the authorities will check and inform you within 48 hours and a paste and copy message, that explains how to submit and what types of document to be submitted. nothing else. i am fed up with. At last I cancelled my withdrawal request, now no withdrawal is pending. I decided to make again a withdrawal request after solving this verification issue. At present my account balance is 4000 euro. please help

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please specify which of your documents are currently pending verification?

When was the last time you submitted an identity document to the casino for verification, and which document was it?

Have you submitted all the documents on time and in the correct format?

When was the last time you communicated with the casino regarding the verification of your account?

When was the last time you made a successful withdrawal from this casino?

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

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Dear Sir,

Thank you very much for your letter.

1. At present the site shows my PAYMENT METHOD verification is pending. They need to verify my last transactions payment history as Bank Payment. But it has done as Paysafe Card transactions. I send the copy of Paysafe transactions but they rejected. Then again I transferred 10 Euro on 15.8.25 to provide copy of bank transaction. The copy which I have send is also rejected.

To clear you, the payment method which I used most of the times to transfer money to my Mr.Bet Account is Paysafe Card.

Bank Transactions I made to Faro Entertainment (Mr.Bet) as follows -

August 2025

15.8.25 Faro Entertainment 10.00 Euro by POST BANK

I made this transaction only to upload transaction details of the Bank.

The copy I have already send and rejected by them.

Sep. 2024 1 Transaction by the same Bank

August 2024 6 Transactions from the same Bank

July 2024 6 Transactions from the same Bank.

I can submit all the details of the above mentioned bank transactions, if they want.

I have made more than 250 transactions by using Paysafe Card.

2. The last time I submitted copy of my last transaction of 10 Euro, which I made by Post Bank.

(I made this transaction only to get a Transaction proof). But they rejected that was on 15.8.25

3. I submitted various documents like National ID Card, Water Bill, Bank Statement (2 different Banks), Bank Transactions copy, Paysafe Transaction Copy in multiple formats like .pdf, png, jpeg. but there was no result.

3. I think, I talked with them on 13 or 14th of this month. I have send 4 Emails to customer support in the following dates -

06.8.25, 07.8.25, 12.8.24 and 14.8.25 regarding this issue, but there was no response from their side. Then I contacted them by using another email account and they suddenly responded and told me they can not do anything for me at that time, because I contacted them by using an not registered email account. They told me to send from my registered email account (email address hidden by Casino Guru). I tried, but again no result.

4. I have never made a withdrawal till this time after opening my account. I have transferred about 7000 euros in this duration to my Mr.Bet Account.

I appreciate your kind help. Looking forward to hear a positive reply from their side and I am always happy to provide any documents as their requirement.

Thanking You,

Yours faithfully,

[name hidden by Casino Guru]

Has the casino specified which transactions they need to verify with your documents? Have you been asked to provide statements for specific transactions or for a certain timeframe?

When was the last time you submitted any documents confirming your payment method to the casino for verification? Have you received any updates regarding this verification in the meantime?

Dear Sir,

First of all thank your for your timely intervention to solve this issue. I got one customer care chat message from Mr.Bet and one email in my MrBet mail box. I attach these for your kind reference. Both shows that my profile has been approved. It is only because of your priceless effort and I thank you from the bottom of my heart.

In the last letter you asked me the verification documents which they are asking for. They asked me to submit the bank statement of my last transactions on 2nd Aug., which I made by Paysafecard. Actually, Paysafe cards are available here in all retail shops. So there is no bank statement to provide. I send them Paysafe trasnactions, but they immediately rejected. Anyway I think now all issues are solved.

I keep posting if there is some new issues.

Thanking You,

Yours faithfully,

[name hidden by Casino Guru]

I'm glad to hear that your account has now been verified. Could you please confirm whether you have submitted any withdrawal requests in the meantime? If so, kindly specify the exact dates of submission, the number of requests, and the amounts involved. 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 Estrella5,

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