Mr Bet Casino - La retirada de 1.800€ del jugador está bloqueada.

Title: Withdrawal of €1,800 blocked despite correct verification

Text:

I hereby file an official complaint against Mr Bet.

I deposited €60 via credit card and made a profit of €1,800.

Since February 4, 2026, I have been trying to fully verify my account in order to receive the payout.

I have submitted the following documents multiple times:

Bank statement (less than 3 months old)

My internet provider's bill (less than 3 months old)

Official election notification

All documents were:

submitted in color

Uploaded completely and legibly

with full name and current address

However, the reasons for rejection are constantly changing:

The address does not match the ID.

Documents are older than 3 months

Documents are black and white

I also requested an official address change in my account because I moved. This request has not yet been processed, which is why my verification is blocked.

My account is not blocked. There is no bonus abuse or rule violation. The payout is being prevented solely due to the unprocessed address change.

I request mediation and clarification of this case so that my rightful balance of €1,800 can be paid out.

Thank you.

Titel: Auszahlung von 1.800 € wird trotz korrekter Verifizierung blockiert

Text:

Ich reiche hiermit eine offizielle Beschwerde gegen Mr Bet ein.

Ich habe 60 € per Kreditkarte eingezahlt und einen Gewinn von 1.800 € erzielt.

Seit dem 04.02.2026 versuche ich, mein Konto vollständig zu verifizieren, um die Auszahlung zu erhalten.

Ich habe mehrfach folgende Dokumente eingereicht:

Kontoauszug (unter 3 Monate alt)

Rechnung meines Internetanbieters (unter 3 Monate alt)

Amtliche Wahlbenachrichtigung

Alle Dokumente wurden:

in Farbe eingereicht

vollständig und gut lesbar hochgeladen

mit vollständigem Namen und aktueller Adresse versehen

Die Ablehnungsgründe wechseln jedoch ständig:

Adresse stimme nicht mit dem Ausweis überein

Dokumente seien älter als 3 Monate

Dokumente seien schwarz-weiß

Ich habe zusätzlich eine offizielle Adressänderung im Account beantragt, da ich umgezogen bin. Dieser Antrag wurde bisher nicht bearbeitet, wodurch meine Verifizierung blockiert wird.

Mein Account ist nicht gesperrt. Es liegt kein Bonusmissbrauch oder Regelverstoß vor. Die Auszahlung wird ausschließlich aufgrund der nicht bearbeiteten Adressänderung verhindert.

Ich bitte um Vermittlung und Klärung dieses Falls, damit die Auszahlung meines rechtmäßigen Guthabens in Höhe von 1.800 € erfolgen kann.

Vielen Dank.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear jlukas1997, 

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 takes KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format? Could you please clarify the ID and address mismatch?

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, 

Attila

Dear jlukas1997,

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

Dear jlukas1997,

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,

Attila