Mr Bet Casino - El retiro del jugador se retrasa y los documentos de la cuenta son rechazados.

Dear Patricksimon1996,

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.

• Have you provided all the required documents as soon as possible and in the correct format?
• Do I understand correctly to verify your payment method you sent your bank statement with the deposit to the casino listed among the transactions?
• Could you please share with me your communication with the casino? 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 to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Tomas

Hello, thanks for the prompt reply, I'm positively surprised! 🙂

For my understanding, I have sent all documents in the correct format several times. Yes, the bank statement is not from my bank, I don't have online banking. It is a bank statement from paysafe (with transactions that the casino needs, that's why and my personal data.

I have saved the communications as screenshots and the last one from yesterday. I will send this to you via email to the email address you provided.

Hallo, danke für die zeitnahe Antwort, überrascht mich positiv ! 🙂

für meine Auffassung habe ich alle Dokumente so in richtigen Formaten mehrmals hin geschickt. Ja der Kontoauszug ist nicht der von meiner Bank ich habe kein online Banking. Es ist ein Kontoauszug von paysafe ( mit Transaktionen die das Casino braucht, darum und meine persönlichen Daten.

die Kommunikationen habe ich als Screenshot und die letzte von gestern auch speichern lassen diese schicke ich ihnen per E-Mail an ihre angegebene E-Mail Adresse.

The email is out

Die E-Mail ist raus

Yesterday I had several more exciting chats with casino support. The day before yesterday I was told that I had uploaded the PDF correctly. I was told that all four corners of the document had to be visible, which for me meant that it could be printed out. Yesterday I was told again that the supposed department had rejected it, but I never received an email about any other rejections, just the very first time and never again. Then I wanted to upload it as an open download via the of, but I have no option to upload documents to Mr Bet at the moment. These are supposed to be checked right now and it takes between 24-48 hours. These 48 hours expired on January 16, 2025 at 6 p.m. As I said, I have no option to upload data again and nothing was checked for me even though I was told they would.

Even worse.. if I say I can't upload documents, I have to send a screenshot three times showing this and even if I ask if I can send it by email, sometimes it is accepted and sometimes it is said not to be accepted.

They make fun of me as long as they don't have to pay out.

Gestern hatte ich wieder mehrere mich aufregende Chats mit dem Casino Support vorgestern wurde mir gesagt ich hab die pdf ordnungsgemäß hoch geladen mir wurde erklärt es müssen alle 4 Ecken des Dokuments zu sehen sein, das heißt für mich es kann ausgedruckt werden. Gestern wurde mir wieder gesagt die angebliche Abteilung hätte es abgelehnt ich habe darüber aber nie E-Mail erhalten über sonst welche Ablehnungen nur das aller erste mal ein Mal sonst nicht mehr. Dann wollte ich es als offen Download über den of hoch laden habe aber bei mr Bet grade keine Möglichkeit Dokumente hoch zu laden. Diese sollen grade geprüft werden und es dauert zwischen 24-48 Stunden diese 48 Stunden sind seit dem 16.01.2025 geh 18 Uhr ausgelaufen ich habe wie gesagt keine Möglichkeiten Daten neu hoch zu laden und es wurde bei mir nichts kontrolliert obwohl es mir gesagt wird.

noch schlimmer.. wenn ich sage ich kann keine Dokumente hochladen soll ich dazu 3 mal einen Screenshot schicken worin man dieses sieht und selbst wenn ich frage ob ich es per E-Mail senden kann wird es mal akzeptiert und mal gesagt wird nicht akzeptiert.

die machen mir einen wie sie lustig sind Hauptsache sie müssen nicht auszahlen.

I believe the casino would want screenshots of your paysafe account instead of printouts of the same information. Were you able to submit screenshots or original .pdfs of the statements the casino requested?

Please let me know about any further developments.

Dear Patricksimon1996,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.