Mr Bet Casino - La retirada del jugador se ha retrasado.

I am filing this complaint regarding a total withdrawal of 26,000 DKK from Mr Bet. The casino has split the amount into multiple transactions (Transaction IDs: [INDSÆT ALLE DINE NUMRE HER]).It has been over 60 hours since I requested the withdrawal. The casino's own 48-hour limit for KYC verification has passed. Support admits the delay is due to 'high volume' but refuses to provide a specific timeframe or a Case Reference Number. They have explicitly told me to contact Casino.guru to resolve this.I have played with my own funds, completed all wagering, and uploaded all requested documents. I request your help to finish the verification and release my funds

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 Mike1234dk, 

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? 

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

I have received a message that the matter has been resolved, but unfortunately this is not correct. The problem is still ongoing.

I have just submitted new, correct documents (official residence certificate as PDF) as per your instructions, as the previous documents were rejected. As my account is still being validated and I am awaiting a response from Mr Bet, the case is not yet closed.

I will keep you updated as soon as I hear from them, but please keep the case open until validation is finally confirmed.

Jeg har modtaget besked om, at sagen er løst, men dette er desværre ikke korrekt. Problemet er stadig aktuelt.

Jeg har netop indsendt nye, korrekte dokumenter (officiel bopælsattest som PDF) efter jeres anvisning, da de tidligere dokumenter blev afvist. Da min konto stadig er under validering, og jeg afventer svar fra Mr Bet, er sagen ikke afsluttet endnu.

Jeg holder jer opdateret, så snart jeg hører fra dem, men beder om at sagen holdes åben indtil valideringen er endeligt bekræftet.

Dear Mike1234dk,

Thank you for your reply. Do you have any updates for us in relation to the verification process? Additionally, could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshot here.

Thank you for your patience and cooperation.

"I am uploading the official English PDF Residency Certificate here as requested. The casino's claim that a 'signature is blurred' is a documented lie. This is a digital, system-generated PDF from the Danish government. It does not have a handwritten signature to be blurred. This is a clear delay tactic for my withdrawal from Feb 3rd. Please review the file and see that it is perfect

Dear Mike1234dk,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Romi (romana.r@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

"Hi Romi,Thank you for taking my case. I would like to provide an update:I have been in contact with my bank (Danske Bank), and they are currently issuing an official PDF bank statement for the period of February 1st to the current date. This document will show my full name, my registered address, and the specific deposit I made to the casino on February 3rd.The bank has confirmed that the document will be delivered to my digital postbox between Tuesday and Wednesday next week. I will upload the official PDF to this thread and to the casino's verification page as soon as I receive it.Thank you for your help in resolving this matter regarding my withdrawal

Hello,

My name is Romi, and I will be assisting you with your case. I would like to request the presence of a representative from the casino in this conversation.

Dear Mr Bet Casino,

Could you possibly provide additional information regarding the withdrawal and clarify the situation?

Thank you in advance.

Respectfully,

Romi

Dear Romi,Thank you for looking into my case and inviting the casino to join the conversation.I would like to update you that I have requested the official bank documentation (PDF) from my bank. They have confirmed that I will receive it within 48 hours. As soon as I have the document, I will upload it here to complete the verification for my withdrawal of 26,000 DKK.Best regards, mike lorentzen

Dear Romi,

The previous document the user attached to the verification page has been rejected because part of the document with a certified signature differs from the rest of the document, so we ask them to upload an alternative document. Our support team has previously sent the user a list of alternative documents.

We would also like to ask the user to upload the document to the verification page when they receive it so that our relevant department can check it. Verification initially takes place on our website on the verification page.

We appreciate your cooperation and hope that this will be a decisive step in the document verification process and that the user will successfully complete it. We will be happy to help if necessary.

"Subject: Case Resolved - Funds ReceivedI am writing to inform you that I have now officially received the full amount of 26,000 DKK in my bank account. The verification and payment issues have been resolved. You can now close this complaint as 'Resolved'. Thank you for your assistance in this matter

Thank you for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.

Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Romi

Casino.Guru