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

I deposited 50000 CLP at Mr. Bet casino and won 1015750 legitimately. I requested a withdrawal but they rejected 7 verified documents (RUT, receipt, bank statements).

Support says there's a system problem; they don't pay. I've already filed a formal complaint with SERNAC (proof attached).

I urgently need my 1015750 for medical expenses/kennel exams (I've attached full chats, all documents sent)

Deposite 50000CLP en mr. Bet casino y gane 1015750 legitimo Solicite retiro pero rechazaron 7 documentos verificados (rut,boleta,extractos bancarios.

soporte dice problema sistema mero NO pagan. Ya hice reclamo formal sernac ( adjunto comprobante)

necesito mi 1015750 Urgente para gastos médicos /exámenes perreras ( adjunto chats completos, todos documentos enviados)

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 Bu2712, 

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? 

Has the casino indicated that there might be a problem with approving specific documents?

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

Thank you Athena.

Yes, I sent ALL the documents: bank statements, messages where they were rejected due to lack of payment documents to the casino, SERNAC complaint.

Casino declined without explanation. I await Mr. Bet's response. **[←this]**

 

Gracias Atenea. 

Sí, envié TODOS docs: extracciones bancarias, mensajes donde fueron rechazados por falta de documentos de pago al casino, reclamo SERNAC. 

Casino rechazó sin especificar. Espero respuesta Mr Bet. **[←esta]**

Thank you Athena.

Yes, I sent ALL the documents: bank statements, messages where they were rejected due to lack of payment documents to the casino, SERNAC complaint.

Casino declined without explanation. I await Mr. Bet's response. **[←this]**

Gracias Atenea. 

Sí, envié TODOS docs: extracciones bancarias, mensajes donde fueron rechazados por falta de documentos de pago al casino, reclamo SERNAC. 

Casino rechazó sin especificar. Espero respuesta Mr Bet. **[←esta]**

Thank you Athena.

Yes, I sent ALL the documents: bank statements, messages showing they were rejected due to lack of payment documents to the casino, and a complaint to SERNAC (Chilean National Consumer Service). Last request 03/02/2026, last rejection 09/02/2025

Casino declined without explanation. I await Mr. Bet's response.

Gracias Atenea. 

Sí, envié TODOS docs: extracciones bancarias, mensajes donde fueron rechazados por falta de documentos de pago al casino, reclamo SERNAC. ultima solicitud 03/02/2026 rechazo último 09/02/2025

Casino rechazó sin especificar. Espero respuesta Mr Bet

minute

Thank you Athena.

Yes, I sent ALL the documents: bank statements, messages where they were rejected due to lack of payment documents to the casino, SERNAC complaint.

Last request 03/02/2026

Casino rejected the request on 09/02/2026 without specifying. I await a response from Mr. Bet.

minuto

Gracias Atenea. 

Sí, envié TODOS docs: extracciones bancarias, mensajes donde fueron rechazados por falta de documentos de pago al casino, reclamo SERNAC. 

Última solicitud 03/02/2026

Casino rechazó 09/02/2026 sin especificar. Espero respuesta Mr Bet

Thank you Athena.

Yes, I sent ALL the documents: bank statements, messages where they were rejected due to lack of payment documents to the casino, SERNAC complaint.

Last request 03/02/2026

Casino rejected the request on 09/02/2026 without specifying. I await a response from Mr. Bet.

Gracias Atenea. 

Sí, envié TODOS docs: extracciones bancarias, mensajes donde fueron rechazados por falta de documentos de pago al casino, reclamo SERNAC. 

Última solicitud 03/02/2026

Casino rechazó 09/02/2026 sin especificar. Espero respuesta Mr Bet

I have already sent all the documents and evidence regarding Mr Bet's non-payment

Ya envié todos los documentos y pruebas respecto a la no pago de Mr Bet

Dear Bu2712,

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, Hadi (hadi.a@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

Dear Bu2712,

It’s a pleasure to e-meet you. My name is Hadi, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Mr Bet Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Mr Bet Casino,

Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify the reasons behind the delay in processing the player's withdrawal.

Thank you in advance for your cooperation and prompt response.

Best regards,

Hadi

Dear Hadi,

The user is currently undergoing the verification process.

They are required to upload a proof of payment for the transaction dated 2025-12-28.

Reason for rejection: no new proof of payment document has been provided. Additionally, the submitted proof of payment consists of merged screenshots or scans, which is not acceptable.

From Banco de Chile No. 202601798353 confirming the request for the required payment receipt (transaction 12/28/2025). The bank will contact me soon (estimated 20-23 Feb).

I reiterate: the receipt dated 12/27/2025 ($50,000 "pk businesses in l") matches your records. Please press Mr Bet to verify $1,075,000.

Del Banco de Chile No. 202601798353 confirmando solicitud del comprobante de pago requerido (transacción 28/12/2025). Banco me contactará pronto (estimado 20-23 feb).

Reitero: comprobante 27/12/2025 ($50.000 "pk comercios en l") coincide sus registros. Ruego presionen Mr Bet para verificar $1.075.000.

Attached is proof of bank request

Abjunto comprobante de requerimiento de banco

Dear both,

Thank you for your updates and cooperation.

At this stage, we will wait for the player to receive the official proof of payment from the bank and submit it to the casino for review. Once the document is available and uploaded, we can reassess the situation accordingly.

Dear player, please keep us informed about the progress with your bank.

Kind regards,

Hadi

Hello team, attached:

1. Mr.Bet support chat confirms transaction 28/12/2025 [Attachment]

2. Banco de Chile contract dated 27/12/2025 [Attached]

Bank verifies payment system 12/27 (subsequent request)

SAME $1,015,750 withdrawal. Please validate and release. I am also attaching an email from Banco de Chile informing of the charge of $50,000 on 12/27/2025, same amount and merchant PK COMERCIOS EN L."

Hola equipo, adjunto:

1. Chat soporte Mr.Bet confirma transacción 28/12/2025[Adjunto]

2. Contrato Banco de Chile fechado 27/12/2025[Adjunto]

Banco verifica sistema pago 27/12 (requerimiento posterior)

. MISMOS $1.015.750 retiro. Favor validen y liberen  Adjunto también correo de Banco de Chile donde se informa el cargo por $50.000 el 27/12/2025, mismo monto y comercio PK COMERCIOS EN L."

Attached is the response to request number 20260127948352 from Banco de Chile

In the previous thread, I attached the PDF of the receipt with the information about this transaction. Thank you, team.

Adjunto respuesta a solicitud Banco de chile número 20260127948352

hilo anterior adjunte el pdf de la constancia con la información sobre esta transacción. Gracias equipo

Dear Hadi,

The reason for the most recent document rejection is that no new document was uploaded. Additionally, a screenshot of an SMS message from a mobile phone was provided, which we are unable to accept as valid verification documentation.

We strongly recommend that Bu2712 contact our Customer Support team via live chat or email to receive clear and specific guidance on exactly which document needs to be submitted. Carefully following the instructions provided by the support team will allow the verification process to proceed without further delays.

I sent Mr.Bet proofs for verification where it was rejected again.

attached message at verification time

We can't verify it yet.

Please review your documents before submitting them.

You need to resend

Try again

Method of payment

We were unable to verify your payment document. Please resend a clear image showing all the required details for your payment method (bank card, bank statement, or e-wallet). Make sure the document is original (not a copy), well-lit, and fully visible.

Forward.

Mr. Bet chat attached

Bu2712

2026-02-20 19:28:06

I need help sending verification

Tiffany

2026-02-20 19:28:07

Thank you for contacting Mr.Bet Customer Service! I'm Tiffany, and I'll be happy to help you with any questions you may have.

Tiffany

2026-02-20 19:28:15

Hello, Yeny!

Tiffany

2026-02-20 19:28:20

I will do everything I can to help you.

Tiffany

2026-02-20 19:29:01

Please clarify the question

Tiffany

2026-02-20 19:30:33

I'll transfer you to the operator. Her name is Miria and she'll be able to help you further.

Bu2712

2026-02-20 19:30:45

Hello Mr Bet team, I am attaching the ONLY PDF: official Banco Chile receipt for the $50,000 charge dated December 27, 2025, to PK COMERCIOS EN L (deposit for withdrawal of $1,015,750). My bank requires a personal password for direct PDF access, so I am sending a screenshot converted to PDF showing: My full name, exact amount $50,000, date December 27, 2025, merchant PK COMERCIOS EN L

Miria

2026-02-20 19:30:49

Hi, Yeny!

Miria

2026-02-20 19:31:20

Could you tell me what problem you encountered during the verification?

Bu2712

2026-02-20 19:31:44

All attempts rejected

Bu2712

2026-02-20 19:32:07

Everything sent is rejected

2026-02-20 19:32:59

Please note that the required documents are: 1) A bank statement or screenshot from your online banking showing your name, the deposit made to our casino, and your National Identity Number - 50,000 CLP dated December 28, 2025. 2) A screenshot from your online banking or bank statement. We need to see your bank account number and the account holder's name.

Miria

2026-02-20 19:33:45

Previously, your documents were not accepted because no document was uploaded to verify the deposit and a screenshot of the SMS was uploaded to verify the withdrawal.

Bu2712

2026-02-20 19:35:45

I requested a certificate from the Bank of Chile, but it is dated December 27th at 11:10 PM.

Maria

2026-02-20 19:36:26

Please upload your documents to the verification page, then they will be verified by our department.

Miria

2026-02-20 19:38:14

I have to leave work. My colleague will be able to assist you further. I apologize for having to leave. David is the expert on your question and will be happy to help.

David

2026-02-20 19:38:16

Hi Yeny!

Bu2712

2026-02-20 19:38:19

The receipt shows the date, time, my personal information, payment amount, and the bank's explanation that it can't be dated December 28th because the payment was made on December 27th at 11:12 PM.

David

2026-02-20 19:38:21

Please wait a moment while I verify this information.

Bu2712

2026-02-20 19:42:18

ERROR: I never sent SMS messages. I always sent official Banco Chile bank statements. NEW requirements they're asking for now: 1. Statement with name + $50K deposit on December 28th + RUT (Chilean tax ID) ✓ SENT 2. Account number + account holder's name ✓ SENT **WHICH specific document was REJECTED and WHY?** No clear answer,

David

2026-02-20 19:42:36

In any case, we ask that you please upload the requested documents in the verification section.

David

2026-02-20 19:42:36

Thank you for pointing out the discrepancy in the document date. I will inform the relevant department.

Bu2712

2026-02-20 19:44:45

But I will upload the PDF proof; I reiterate that the deposit is dated December 27th at 23:12:16 hrs.

Bu2712

2026-02-20 19:46:08

The bank tells me it was December 27th, but the system can't change the date because the payment was actually made on December 27th.

David

2026-02-20 19:46:50

Please upload the requested deposit slip and I will inform the relevant department about the time difference shown on the document.

Bu2712

2026-02-20 19:47:51

Okay, I'll upload the certificate as a PDF file.

David

2026-02-20 19:48:45

Please upload these documents to the verification tab of your profile, and they will be reviewed by the relevant department within 24 to 48 hours. I hope your documents will be successfully accepted this time.

Bu2712

2026-02-20 19:49:02

Can I send a screenshot?

Bu2712

2026-02-20 19:50:14

Can't I take a screenshot from a PDF only?

David

2026-02-20 19:50:25

You can send it as a screenshot or as a statement of account in PDF format.

Bu2712

2026-02-20 19:51:01

Perfect explanation

Bu2712

2026-02-20 19:51:19

Thank you so much

Bu2712

2026-02-20 19:52:50

See you soon

Bu2712

2026-02-20 19:53:06

4

David

2026-02-20 19:53:09

Perhaps you have any other questions about the verification, Yeny?

Bu2712

no doubts

envié constancias Mr.Bet a verificación donde vuelve a salir rechazado

adjunto mensaje al momento de verificación

Aún no podemos verificarle

Revise sus documentos antes de enviarlos

Necesita reenvío

Intentarlo de nuevo

Forma de pago

No pudimos verificar tu documento de pago. Por favor, vuelve a enviar una imagen clara que muestre todos los detalles requeridos para tu método de pago (tarjeta bancaria, extracto bancario o e-wallet). Asegúrate de que el documento sea original (no una copia), bien iluminado y visible en su totalidad.

Reenviar.

adjunto chat Mr.Bet

Bu2712

2026-02-20 19:28:06

Necesito ayuda para enviar verificación

Tiffany

2026-02-20 19:28:07

¡Gracias por ponerse en contacto con el servicio de atención al cliente de Mr.Bet! Soy Tiffany y sera un gusto ayudarle con todas sus preguntas

Tiffany

2026-02-20 19:28:15

Hello, Yeny!

Tiffany

2026-02-20 19:28:20

Haré todo lo posible por ayudarte.

Tiffany

2026-02-20 19:29:01

Por favor aclare la pregunta

Tiffany

2026-02-20 19:30:33

Lo transferiré con la operadora Se llama Miria y le brindará más ayuda.

Bu2712

2026-02-20 19:30:45

Hola equipo Mr Bet, Adjunto ÚNICO PDF: constancia oficial Banco Chile del cargo $50.000 fecha 27 diciembre 2025 a PK COMERCIOS EN L (depósito para retiro $1.015.750). Mi banco requiere clave personal para PDF directo, por eso envío captura convertida a PDF mostrando: Mi nombre completo Monto exacto $50.000 Fecha 27 diciembre 2025 ComercioPK COMERCIOS EN L

Miria

2026-02-20 19:30:49

Hola,Yeny!

Miria

2026-02-20 19:31:20

¿Podrías decirme qué problema encontraste durante la verificación?

Bu2712

2026-02-20 19:31:44

Todos intentos rechazados

Bu2712

2026-02-20 19:32:07

Todo lo enviado es rechazado

2026-02-20 19:32:59

Por favor, tenga en cuenta que los documentos solicitados son: 1) Extracto Bancario o captura de pantalla de la banca en línea donde podamos ver su nombre, Depósito a nuestro casino y Número de Identidad - 50.000 CLP de fecha 2025-12-28. 2) La captura de pantalla de su banca en línea o del extracto bancario. Necesitamos ver el número de su cuenta bancaria y el nombre del titular.

Miria

2026-02-20 19:33:45

Anteriormente, sus documentos no fueron aceptados porque no se cargó ningún documento para verificar el depósito y se cargó una captura de pantalla del SMS para verificar el retiro.

Bu2712

2026-02-20 19:35:45

Pedí una constancia al banco de chile pero está con fecha 27 de diciembre 23:10 hrs

maria

2026-02-20 19:36:26

Por favor, cargue sus documentos en la página de verificación, luego serán verificados por nuestro departamento.

Miria

2026-02-20 19:38:14

tengo que irme de mi trabajo. Mi compañero le atenderá más. Le pido disculpas por tener que dejarle. Es David, quien es competente en su pregunta y con gusto le ayudará.

David

2026-02-20 19:38:16

Hola Yeny!

Bu2712

2026-02-20 19:38:19

La constancia dice la fecha la hora mis datos personales valor del pago comercio me explican del banco no puede ser con fecha 28 dic xq el pago se realizó el 27 diciembre 23:12hrs

David

2026-02-20 19:38:21

Por favor, espere un momento mientras verifico esta información.

Bu2712

2026-02-20 19:42:18

ERROR: Nunca envié SMS Siempre extractos bancarios oficiales Banco Chile. Requisitos NUEVOS que piden ahora: 1. Extracto con nombre + depósito $50K 28/12 + RUT ✓ ENVIADO 2. Nº cuenta + nombre titular ✓ ENVIADO **¿CUÁL documento específico RECHAZARON y POR QUÉ?** Sin respuesta clara,

David

2026-02-20 19:42:36

En cualquier caso, le pedimos que, por favor, cargue los documentos solicitados en la sección de verificación.

David

2026-02-20 19:42:36

Gracias por mencionar este detalle sobre la diferencia en la fecha del documento. Informaré al departamento correspondiente.

Bu2712

2026-02-20 19:44:45

Pero lo que subiré el pdf la constancia reitero que el depósito tiene fecha 27 diciembre 23:12:16 hrs

Bu2712

2026-02-20 19:46:08

Banco me dice que fue 27 diciembre sistema no puede cambiar fecha por que la realidad el pago fue el 27 diciembre

David

2026-02-20 19:46:50

Por favor, cargue el comprobante de depósito solicitado y yo informaré al departamento correspondiente sobre la diferencia en la hora que figura en el documento.

Bu2712

2026-02-20 19:47:51

Ok subiré la constancia como archivo pdf

David

2026-02-20 19:48:45

Le pedimos que cargue estos documentos en la pestaña de verificación de su perfil, y serán revisados por el departamento correspondiente en un plazo de 24 a 48 horas. Espero que esta vez sus documentos sean aceptados con éxito.

Bu2712

2026-02-20 19:49:02

Captura de pantalla nobsenouede enviar?

Bu2712

2026-02-20 19:50:14

Captura de pantalla no se puede solo pdf?

David

2026-02-20 19:50:25

Puede enviarlo como captura de pantalla o como estado de cuenta en formato PDF.

Bu2712

2026-02-20 19:51:01

Perfecta la aclaración

Bu2712

2026-02-20 19:51:19

Muchas gracias

Bu2712

2026-02-20 19:52:50

Hasta pronto

Bu2712

2026-02-20 19:53:06

4

David

2026-02-20 19:53:09

¿Tal vez tiene alguna otra duda sobre la verificación, Yeny?

Bu2712

no dudas

In summary, Mr.Bet's support team told me via chat that I could send my payment information as either a screenshot or a PDF, and that these documents would be accepted for verification. However, Mr.Bet's verification system continues to automatically reject my files with the message that "the document could not be verified" or that "it is not original," without clearly explaining what is missing or respecting what their own support team confirmed in writing. This contradiction between what the chat says and the system's automated response demonstrates inconsistent and unfair treatment of my withdrawal request.

En resumen, el equipo de soporte de Mr.Bet me indicó por chat que podía enviar la información de mi pago tanto como captura de pantalla como en formato PDF, y que esos documentos serían aceptados para la verificación. Sin embargo, el sistema de verificación de Mr.Bet sigue rechazando mis archivos automáticamente con el mensaje de que "no se pudo verificar el documento" o que "no es original", sin explicar con claridad qué falta ni respetar lo que su propio soporte confirmó por escrito. Esta contradicción entre lo que dice el chat y la respuesta automática del sistema demuestra un trato inconsistente e injusto hacia mi solicitud de retiro.

Dear Mr. Bet Casino,

Could you please clarify exactly what is missing or incorrect in the most recently submitted document, so the player can provide the correct version and complete the verification?

Dear Bu2712,

In the meantime, could you please forward the most recently submitted document to my email at hadi.a@casino.guru so I can review it as well?

Best regards,

Hadi

Hello Guru team,

I already sent the ENTIRE Mr Bet verification document to the email hadi.a@casino.guru + **I ATTACHED proof of payment issued by Banco de Chile** (shipping confirmation attached).

Hola equipo Guru,

Ya envié TODO el documento de verificación de Mr Bet al correo hadi.a@casino.guru + **ADJUNTÉ constancia de pago emitida por Banco de Chile** (confirmación de envío adjunta).

"URGENT! Mr.Bet REJECTED MY VERIFICATION AGAIN. Response arrived TODAY 23/02/2026 16:36. ORIGINAL screenshots attached prove EVERYTHING is correct. I demand immediate verification + withdrawal of balance + winnings NOW. 48 hours maximum or I'll escalate! 💥"[Attached]

Send that with raw photos via thread + email

"¡URGENTE! Mr.Bet RECHAZÓ MI VERIFICACIÓN OTRA VEZ. Respuesta llegó HOY 23/02/2026 16:36. Pantallazos ORIGINALES adjuntos demuestran TODO correcto. Exijo verificación inmediata + retiro saldo+ganancias YA. ¡48hs máximo o escalo! 💥"[Adjunto]

¡Envía eso con fotos crudas por hilo+correo

Dear Hadi,

The user has repeatedly submitted the same email screenshots, statements with different dates, edited PDF files (apparently compiled manually from various statements or emails), as well as photos of bank cards.

To proceed with verification, the user must upload the original bank statements in PDF format directly issued by the bank, clearly showing the relevant incoming and outgoing transactions.

Dear all,

Thank you for your response and clarification. I appreciate the update.

Dear Bu2712,

I have also sent another email to you regarding the documentation requirements and next steps.

Dear Mr Bet Casino

if you are willing, you can share any detailed findings or supporting information with me directly via email at hadi.a@casino.guru so I can review it and assist with mediation as effectively as possible.

Kind regards.

Hadi

Dear Bu2712,

I would like to confirm that I have received your email. Thank you for your cooperation.

We will review the information you provided and will update you once we have more details.

Dear Mr Bet Casino Team,

For the sake of a fair and thorough review, could you please share with me via email any supporting evidence or specific findings that led to your concerns?

Any information sent to hadi.a@casino.guru will remain strictly confidential and used only for internal mediation purposes.

Thank you for your cooperation.

Kind regards,

Hadi

Dear Hadi,

The user has uploaded the same documents as before: previously rejected screenshots of statements for a different date, a screenshot from our website for the proof of payment she used for the deposit, and a cropped PDF screenshot from a messenger. Additionally, two statement screenshots were converted to PDFs for proof of payment for the withdrawal request, one of which is under a different name. We are still awaiting the original statements for both the deposit proof and the withdrawal request proof of payment.

Everything legitimate has already been sent to the email addresses of both Mr Bet and Casino Guru; both have also sent the documents for verification. Please don't delay; we've been dealing with this matter for a long time.

Ya se envió todo legítimo a correo tanto de Mr Bet con casino guru ambos tiene los documentos también enviados a verificación no dilaten ya llevamos mucho tiempo en este asunto

Their own internal documents say live chat 'legitimate'.

Bank confirms it does NOT generate PDFs with 'Mr.Bet/Upir' – only 'PK Comercio'.

OFFICIAL PDF December 2025 with 50k movement 27-Dec.

Sus propios documentos internos dicen chat vivo 'legítimos'. 

Banco confirma NO genera PDFs con 'Mr.Bet/Upir' – solo 'PK Comercio'.

OFICIAL PDF diciembre 2025 con movimiento 50k 27-dic.

Legitimate documents** = Live chat said so

Official statement for December. They already have it.

Guru pressure please thank you hadi

Documentos legítimos** = Chat vivo lo dijo

Cartola oficial diciembre Ya la tienen 

Presión Guru por favor gracias hadi

Dear Hadi, we both know that Mr. Bet is lying. Kind regards.

Querida Hadi ambos sabemos que Mr. Bet está mintiendo saludos cordiales

Dear Hadi,

We need your assistance and clarification regarding this case.

The user continues to upload the same documents that do not meet the verification requirements. We have already provided feedback multiple times, along with a clear list of the specific documents that must be submitted.

At this point, additional guidance or intervention from your side would be highly appreciated.

Dear all,

I have sent an email to both parties to request further clarification and documents. I will update you once I receive a response.

Dear Hadi,

We have received your email and are preparing a response. We need some additional time to gather the necessary documents.

So far, none of the files the user uploaded in this complaint thread are acceptable, as they were all screenshots of PDF statements from banking websites. In some cases, the user simply combined screenshots into PDF files, which we cannot accept.

While we await a response from the responsible department, if the user has already provided any documents to you personally and you consider that the document meets all requirements, you may suggest that the user upload it for verification.

Dear Hadi, you can see what Mr. Bet is trying to do. They post in the thread three days before the timer expires just to give themselves more time to process the payment. They know I've sent screenshots of the payment to their casino for verification, but they're still rejected. Regards, dear Hadi

Estimada hadi, ahí Ud se puede dar cuenta lo que tratan de hacer Mr.Bet, escriben en el hilo 3 días antes del término de cronómetro solamente para darle más alargue para proceder con el pago ellos saben que he mandado capturas de el pago a su casino a la verificación igualmente son rechazados. Saludos querida hadi

Dear all,

Thank you both for your continued cooperation.

After reviewing the information provided by the player via email, I would like to clarify an important point that may be contributing to the misunderstanding in this case.

According to the player, the official bank statement issued by Banco de Chile is provided as a password-protected PDF file. Because the document is locked, the casino’s verification system does not allow it to be uploaded directly to the verification section. For this reason, the player attempted to provide screenshots of the document instead, which were then converted into PDF format.

The player has also confirmed that the original password-protected bank statement was sent directly via email, including the password required to access it, so the document could be reviewed in its original form.

Dear Mr Bet Casino Team,

Could you please advise how the player should proceed in this situation if the original bank document is password-protected and cannot be uploaded through the verification system?

For example, would it be acceptable for the player to:

• Send the original PDF directly to your support email together with the password
• Provide the statement through another secure method you recommend
• Or upload a different type of bank document that would satisfy the verification requirements

Your guidance will help ensure that the player can provide the correct document in a format that your verification department is able to review.

Thank you in advance for your clarification.

Kind regards,

Hadi

Dear Hadi,

We have sent you an email and would appreciate it if you could take a look at it. 

Dear Hadi, Delaying Pattern: 3 days

Hadi querida, Patrón dilatorio: 3 días

"60 days in Guru waiting."

"60 días en Guru a la espera".

Dear Mr Bet Casino team,

Thank you for providing the document and your explanation regarding the verification concerns.

Dear player,

I am currently reviewing the materials related to your case. To better understand the situation and avoid sharing sensitive information publicly, I have contacted you via email with a few additional questions.

Please reply to my email at your earliest convenience so we can proceed with the investigation.

Thank you both for your patience and cooperation.

Kind regards,

Hadi

Mr.Bet casino isn't paying out despite having all the verification documents; they just keep delaying the 1M payment. With all their winnings, they should pay NOW.

HADI HAS ALL THE NECESSARY BACKGROUND TO PRESSURE

casino mr.Bet no paga a pesar que tiene todos los documentos de verificación, solo siguen dilantando el pago de 1M con todo sus ganacias que obtienen ya deben pagar YA

HADI TIENE TODOS LOS ANTECEDENTES PARA PRESIONAR

Dear Mr Bet Casino Team,

I have just sent you an email requesting additional clarification regarding the concerns with the submitted document. Kindly review it at your earliest convenience and provide a detailed response so we can proceed with the case accordingly.

Thank you in advance for your cooperation.

Kind regards,

Hadi

Dear Hadi,

We have responded to your latest email. Thank you in advance for your consideration.

Dear Mr Bet Casino Team,

Thank you for your response.

Before proceeding further, I would like to clarify one key point.

Could you please confirm whether you have reviewed the original bank statement provided by the player via email in its protected PDF format, together with the password?

If so, please confirm whether this original document meets your verification requirements.

If not, please explain why this document cannot be accepted and what exact alternative you require.

A clear answer on this will help us determine the next steps and avoid further delays.

Kind regards,

Hadi

Hi, Yeny!

Thank you for contacting us!

I am contacting you regarding your previous question about the third person mentioned in your documents. Unfortunately, due to security restrictions, we cannot provide you with the exact name of this person. We recommend that you review the document you recently sent us. Afterwards, please answer the following questions:

Please specify why a third party's name appears as the account holder in the document.

Additionally, please confirm who is listed as the beneficial owner of the account in the document you have provided.

We also request clarification as to why only his name is mentioned in the documents submitted above, before said document, without any mention of the third party.

If you have any questions, please feel free to contact us at any time; our support team works 24/7, etc.

Sincerely

The manager of the gaming club, Arthur

5423439

"Hadí team,

Mr Bet says 'third person counts'.

Reality: My Account: Yeny Lilians Malverde Herrera (legal holder). Attached is proof issued by Banco de Chile

Hola, Yeny!

¡Gracias por contactarnos!  

Me comunico con usted en relación con la pregunta anterior sobre la tercera persona mencionada en sus documentos. Lamentablemente, no podemos proporcionarle la información exacta sobre el nombre de dicha persona, debido a las restricciones de seguridad. Le recomendamos que revise el documento que nos envió recientemente. Posteriormente, le rogamos que responda las siguientes preguntas:

Por favor, especifique por qué aparece el nombre de un tercero como titular de la cuenta en el documento.

Además, por favor confirme quién figura como titular real de la cuenta en el documento que ha proporcionado.

También solicitamos que se aclare por qué solo se menciona su nombre en los documentos presentados anteriormente, antes de dicho documento, sin ninguna mención a la tercera parte.

Si tiene alguna pregunta, no dude en contactarnos en cualquier momento, nuestro equipo de soporte trabaja las 24 horas del día, los 7 días de la semana, etc.

Atentamente

El gerente del club de juegos, Arthur

5423439

"Hadí equipo,

Mr Bet dice ‘tercera persona cuenta’.

Realidad: Cuenta MÍA: Yeny Lilians Malverde Herrera (títular legal).adjunto constancia emitida por Banco de Chile

Dear Mr Bet Casino Team,

It is currently unclear whether your concern relates to the bank institution, the account holder details, or another name allegedly appearing in one of the submitted documents.

If you are raising a third-party concern, please specify exactly which document you are referring to, what name appears there, and why you consider it relevant to the verification.

At present, the explanation remains too vague to allow the player to address the issue properly.

Please also confirm whether the original protected PDF sent by the player via email, together with the password, has been reviewed, and whether that original document meets your verification requirements.

Kind regards,

Hadi

Dear Hadi,

We will accept the document the user submitted most recently; however, they need to upload it to the verification page. Our support team will also contact them with this request.

Dear Hadi / support team,

I am informing you that I have already sent documents to the Mr Bet verification page.

The platform confirms "under review for up to 48 hours".

As Mr Bet indicated in the thread (they accept recent documents and will contact you), I await confirmation of the process.

Thank you.

Estimado Hadi / equipo de soporte,

Informo que ya envié documentos a la página de verificación de Mr Bet.

La plataforma confirma "en revisión hasta 48 horas".

Como indicó Mr Bet en hilo (aceptan documentos recientes y contactarán), quedo a la espera de confirmación del proceso.

Gracias.

Dear Mr Bet Casino Team,

Thank you for the clarification.

The player has confirmed that the requested document was uploaded and is under review.

Could you please confirm the current status and whether the verification has now been completed?

Kind regards,

Hadi

Dear Hadi,

We are pleased to inform you that the user has successfully completed verification, and their payment has also been processed on our end and is currently marked as "successful."

Thank you for your cooperation. 

Dear Mr. Bet Casino,

Thank you for your update. I am pleased to hear this news, and I will patiently await confirmation from the player.

Hello Hadi

Thank you for confirming the successful verification.

Only part of the payment of 115,750 CLP ("Triunfo") has been received. The following remains outstanding:

• 900,000 CLP "In progress"

• Remainder of the second withdrawal

Attached is a screenshot of the payment history.

Hola Hadi

Gracias, por confirmar la verificación exitosa.

Solo ha llegado una parte del pago por 115.750 CLP ("Triunfo"). Queda pendiente:

• 900.000 CLP "En curso"

• Resto del segundo retiro

adjunto pantallazo de historial de pago en historial

Dear Bu2712,

Thank you for your update. I will patiently await further information from you.

Dear Hadi, the remaining balance of the 900,000 CLP withdrawal has not yet been deposited. The deposit of 115,750 CLP was made on April 9th ​​and is still pending. I don't understand if I'm already verified. I even received an email announcing my verification. The request was made on April 4th.

Please help me with this issue. I've attached a screenshot showing the request date.

Yeny

Querida hadi aún no se hace el depósito del faltante del retiro de 900.000 CLP AÚN SIGUE EN CURSO el depósito de 115.750 CLP fue el 09 de abril. No entiendo si ya estoy verificada. Inclusive me enviaron un correo anunciando que fui verificada.La solicitud se hizo el 04 abril

por favor ayúdeme con el tema. adjunto pantallazo indicando fecha de solicitud

yeny

Dear Mr Bet Casino Team,

The player's latest screenshot shows that 115,750 CLP was paid, while the remaining 900,000 CLP is still marked as in progress.

Could you please confirm the status of the remaining 900,000 CLP?

Kind regards,

Hadi

Hello Mr Bet + Hadi team,

I received your unsolicited bonus of 10,000 CLP. I reiterate: the full withdrawal of 900,000 CLP is still pending.

I have not requested compensation for unjustified delay (months)

screenshot attached

Hola equipo Mr Bet + Hadi,

Recibí su bono 10.000 CLP no solicitado. Reitero: falta retiro completo 900.000 CLP "En curso".

No he pedido compensación demora injustificada (meses)

adjunto pantallazo

Unfortunately, this payout was not successful due to technical reasons. We kindly ask the customer to submit a new withdrawal request at their convenience.

Hello Hadi and Mr Bet,

I want to state for the record that it was already reported that the payment was deposited into the Banco Falabella account, but now they are again telling me, as an excuse, that I must make a new request with another bank for the remaining payment, adding technical problems for the remaining payment of 900,000 CLP.

The withdrawal request was made on April 4th, and 11 days have passed before they come up with another excuse, further delaying the payment. This is completely contradictory, because I was already aware that only a portion of the total withdrawal had been paid and that a balance remained outstanding. Why did Mr. Bet split the total amount if I requested the full withdrawal in a single request? Mr. Bet split it without any explanation. Furthermore, they paid a lower amount, not the full 900,000 CLP. Hadi also knows that Mr. Bet had only made a partial payment.

I request a clear explanation as to why they are now requiring me to reapply to a different bank for payment, and why the payment of the remaining 900,000 CLP continues to be delayed.

I await a concrete response

screenshot attached

Hola Hadi y Mr Bet,

Quiero dejar constancia de que ya se informó que el pago fue depositado en la cuenta del Banco Falabella, pero ahora nuevamente me indican como excusa que debo hacer una nueva solicitud con otro banco para el pago restante agregando problemas técnicos para el pago restante de 900.000 CLP.

La solicitud de retiro se hizo el 4 de abril y han pasado 11 días para salir con otra excusa, dilatando aún más el pago. Esto es absolutamente contradictorio, porque ya estaba en conocimiento que solo se había pagado una parte del retiro total y que quedaba un saldo pendiente porque Mr Bet dividió el total si solicite el retiro total en una sola solicitud ? mr bet lo dividió sin ninguna explicación agrego también pagaron en monto más bajo y no el monto más alto de 900.000CLP Hadi también sabe que Mr Bet había realizado solo un pago parcial.

Solicito una explicación clara de por qué ahora exigen que vuelva a pedir la solicitud a otro banco diferente para el pago, por qué se sigue retrasando el pago de los 900.000 CLP restantes.

Quedo atenta a una respuesta concreta

adjunto pantallazo

Dear Hadi, this problem should have been so simple: verified and paid. Mr. Bet complicated everything to avoid paying out a small amount of legitimate winnings. They just kept finding more and more excuses to bore me and make me give up by pressing the "problem solved" button when in reality nothing has been resolved. Hadi, please fix this; it's unsustainable. They can't just keep winning. Thank you for your support.

Yeny

Querida hadi Este problema tenía que haber sido tan simple verificada y pagar Mr Bet todo lo complicó para no pagar una cantidad pequeña ganado legítimo solo buscaron más y más y más excusas para que me aburrirá y desistiera presionando el botón problema resuelto si en realidad nada a sido resuelto hadi por favor debe solucionar esto que es insostenible pero no pueden solo ganar ellos.Gracias por su apoyo

yeny

Dear Bu2712,

In accordance with the casino's explanation, could you please make another attempt to submit your withdrawal request?

Additionally, we would appreciate it if you could inform us whether you encounter any further issues.

Dear, just so you know, I will send the application with payment to Falabella Bank as I always have. Thank you, Hadi.

Querida para que Ud esté en conocimiento mandaré la solicitud con pago al banco Falabella como siempre lo he echo. Gracias hadi

Mr Bet withdrawal request has already been processed, and I am verified. There are no more excuses for not making the pending payment. Don't delay any longer; your legitimately earned money is gone.

Bu2712

Mr Bet solicitud de retiro ya está realizado, además estoy verificada no hay más excusas para no realizar el pago pendiente, no dilatar más dinero ganado legítimo

Bu2712

Dear Bu2712,

I am sorry to hear that you are still waiting for the withdrawal to be completed. I understand this has been frustrating for you.

Dear Mr Bet Casino Team,

Could you please provide an update on the current status of the withdrawal and share any progress or relevant information regarding the payout?

Kind regards,

Hadi

Dear Hadi,

We can confirm that we have processed the payment on 17.04.2026. The payment is currently waiting to be accepted on the payment provider's side, the process normally takes up to 5 business days.

Kind regards,

Mr Bet Team

Hello,

I hereby certify that the withdrawal request was submitted on April 15, 2026, and as of today, April 20, 2026, the case remains unresolved. The record shows a withdrawal of CLP 900,000 in progress, but a direct message states that the request failed and the amount was returned to the account, demonstrating a contradiction between the different customer service channels.

Furthermore, this is the second time an error has occurred, after we were informed that the payment would be processed and that the account had already been verified. I request a clear, formal, and coherent response regarding the actual status of the withdrawal, along with the corresponding solution.

I'll be waiting.

Hola, 

Dejo constancia de que la solicitud de retiro fue ingresada el 15/04/2026 y al día de hoy, 20/04/2026, el caso sigue sin resolverse de forma efectiva. En el historial figura un retiro de 900.000 CLP en curso, pero en mensaje directo se informa que la solicitud falló y que el monto fue devuelto a la cuenta, lo que demuestra una contradicción entre los distintos canales de atención.

Además, esta es la segunda vez que ocurre un fallo, después de que se nos indicara que el pago sí sería procesado y que la cuenta ya había sido verificada. Solicito una respuesta clara, formal y coherente sobre el estado real del retiro, junto con la solución concreta que corresponde.

Quedo atenta.

Hello,

The withdrawal is now showing as 910,000 CLP. I request a clear and consistent confirmation of the actual status, as it's unacceptable to keep changing the information between messages. My earnings are 900,000 CLP, legitimately earned.

Hola, 

Ahora el retiro figura por 910.000 CLP. Solicito una confirmación seria y coherente del estado real, porque no corresponde seguir cambiando la información entre mensajes.mi ganancia es de 900.000 CLP ganado legítimo

Hello,

I want to state for the record that there is no problem with my bank account. The account is not closed and has no issues, and it has already received previous payments correctly, including the deposit of 115,750 CLP.

Therefore, it is inappropriate to attribute this new failure to a problem with my bank without a more precise explanation. I request that you thoroughly review the case and confirm the actual cause of the withdrawal rejection or failure.

Hola, 

Quiero dejar constancia de que no existe un problema con mi cuenta bancaria. La cuenta no está cerrada ni presenta inconvenientes, y además ya recibió pagos anteriores correctamente a la misma cuenta, incluido el depósito de 115.750 CLP.

Por lo mismo, no corresponde atribuir este nuevo fallo a un problema de mi banco sin una explicación más precisa. Solicito que revisen el caso en serio y confirmen cuál es la causa real del rechazo o del fallo del retiro.

Dear Mr Bet Casino Team,

The player has provided screenshots confirming that the withdrawal failed and the 900,000 CLP has been returned to their account. This contradicts your previous statement that the payment was successfully processed on April 17th and waiting on the provider's side.

Could you please explain why the payment failed and provide a concrete solution for processing the remaining balance?

Dear Bu2712,

Thank you for sending the screenshots. Please hold off on submitting a new withdrawal request until we receive a clear explanation from the casino.

Best regards, Hadi

Dear Hadi,

Please note that at the time of our previous message, the information provided was accurate.

However, we can now confirm that the withdrawal failed due to technical reasons. We kindly ask that the customer submit two separate withdrawal requests—one for 500,000 CLP and another for 400,000 CLP—in order to successfully receive the payment.

Thank you for your understanding.

Best regards,

Mr Bet Team

Hello,

I hereby state that the original request was for the full amount and not for two separate withdrawals. The payment was initially split into 115,750 CLP and 900,000 CLP, then the 900,000 CLP withdrawal failed due to an alleged technical reason, and now I am being instructed to split it again into two requests of 500,000 CLP and 400,000 CLP.

Furthermore, yesterday they wrote one thing in the thread, but through internal messaging on Mr Bet they reported something different, saying it was a glitch. In other words, they say one thing in one channel and then a different version appears in another message, which makes everything even more inconsistent.

This is contradictory and unusual, since the withdrawal was requested only once in full, and the partial payments were only proposed after the rulings. I request a formal explanation as to why the instructions change with each response and what the definitive solution is for processing the outstanding balance.

I'll be waiting.

Hola, 

Dejo constancia de que la solicitud original fue por el monto total y no por dos retiros separados. Primero se dividió el pago en 115.750 CLP y 900.000 CLP, luego el retiro de 900.000 CLP falló por una supuesta razón técnica, y ahora nuevamente se me indica dividirlo en dos solicitudes de 500.000 CLP y 400.000 CLP.

Además, ayer en el hilo escribieron una cosa, pero por mensajería interna en Mr Bet informan otra distinta, diciendo que se trata de una falla. Es decir, en un canal dicen una cosa y después por otro mensaje aparece una versión diferente, lo que vuelve todo aún más inconsistente.

Esto resulta contradictorio e insólito, ya que el retiro fue solicitado una sola vez de forma total y las divisiones han sido propuestas recién después de los fallos. Solicito una explicación formal de por qué la instrucción cambia en cada respuesta y cuál es la solución definitiva para procesar el saldo pendiente.

Quedo atenta.

Dear Bu2712,

I understand your frustration with the inconsistent communication. However, the casino has now provided a concrete instruction to submit two separate requests of 500,000 CLP and 400,000 CLP. Please go ahead and submit both, then let us know once done.

Dear Mr Bet Casino Team,

Please ensure both withdrawal requests are processed without further issues. If either fails again, we will need a definitive explanation and solution.

Best regards,

Hadi

Dear Hadi, I have already submitted both requests separately, as requested. Furthermore, the delay should not exceed the 48 hours they themselves indicate for verifying and processing the withdrawal. I await the smooth processing of both requests.

Estimada hadi, ya envié las dos solicitudes por separado, tal como se pidió. Además, la demora no debería exceder las 48 horas que ellos mismos indican para verificar y pagar el retiro. Quedo a la espera de que ambas se procesen sin problemas.

Dear Hadi,

Please note that on our side, both withdrawal requests are marked as Successful since 24/04/2026.

We kindly ask the customer to confirm if the funds were received!

Kind regards,

Mr Bet Team

Payment was finally made, albeit with an unjustified delay. The withdrawal was requested on December 29, 2025, and paid on April 24, 2026, after 116 days. The case was resolved with the support of Casino Guru and the intervention of Hadi, after several obstacles in the verification process. Therefore, I request compensation of 25% of the total amount owed for the delay, inconvenience, and damages caused.

I'll be waiting for your reply.

Yeny

Pago finalmente efectuado, aunque con una demora injustificada. El retiro fue solicitado el 29 de diciembre de 2025 y pagado el 24 de abril de 2026, tras 116 días. El caso se resolvió con apoyo de Casino Guru y la intervención de Hadi, luego de varias trabas en la verificación. Por lo anterior, solicito una compensación del 25% del total adeudado por el retraso, las molestias y el perjuicio ocasionado.

Quedo atenta,  

Yeny

Dear Bu2712,

I'm glad to hear the funds have been received.

Regarding your compensation request, I want to be transparent. Our role at Casino Guru is to mediate disputes and help ensure players receive the funds they are owed. Requesting additional compensation or penalties on a player's behalf falls outside the scope of what we are able to do through this process.

That being said, we will allow the casino to respond to your request. If the casino declines, we will proceed to close this complaint as resolved, as the full disputed amount has now been received.

Dear Mr Bet Casino Team,

Could you please respond to the player's compensation request so we can proceed to close the case?

Best regards,

Hadi

Dear Hadi,

We regret to inform you that a refund cannot be processed in this case. Please note that the verification process could not be completed until all required and accurate documentation had been received.

With regard to the need to resubmit the withdrawal request, we apologize for the inconvenience caused. Due to a technical issue beyond our control, we were unable to process the original request, which is why we asked that the withdrawal be submitted in smaller, separate amounts.

We would like to assure you that we do not intentionally delay withdrawals and are committed to processing them as efficiently as possible.

Kind regards,

Mr Bet Team

Dear Hadi:

I sincerely appreciate your assistance and help in this matter. I value your intervention in ensuring my payment was finally processed.

Sincerely,

Yeny *****.

Mr Bet:

I have received your response, but I am not satisfied with the excuses given regarding my withdrawal. I believe that technical and verification difficulties should not negatively impact the user. I hereby register my dissatisfaction with the handling of this matter and consider it closed on my end.

Yeny *****.

Estimado Hadi: 

Le agradezco sinceramente su gestión y la ayuda brindada en este caso. Valoro que haya intervenido para que finalmente se procesara mi pago. 

Atentamente, 

Yeny *****.

Mr Bet: 

He recibido su respuesta, pero no quedé conforme con las excusas entregadas respecto de mi retiro. Considero que las dificultades técnicas y de verificación no deberían perjudicar al usuario. Dejo constancia de mi descontento con la gestión realizada y doy este asunto por cerrado de mi parte. 

 

Yeny *****.

Dear Hadi,

We regret to inform you that, after a thorough review of the request, a refund cannot be issued in this case. We understand that this may be disappointing, and we truly appreciate the patience and understanding.

Please note that the withdrawn funds have already been successfully received by the player.

Best regards,

Mr Bet Team

Dear Bu2712,

I'm really glad we finally got here. 116 days is a long time to wait for money you legitimately won, and you showed remarkable patience throughout a process that was far more complicated than it should have been.

Regarding your compensation request, I understand why you raised it given everything you went through. Unfortunately, securing additional compensation falls outside what we are able to do through our mediation process. What we can confirm is that the full disputed amount has now been received, which is the outcome we set out to achieve.

I will now mark this complaint as resolved. If you ever need our help again, you're always welcome to reach out through our Complaint Resolution Center.

We hope you had a positive experience with our services. While we don't charge any fees or accept gratuities, your feedback is invaluable to us. We would greatly appreciate it if you could share your experience on Trustpilot (link here). An honest review, along with any suggestions you may have for improving our complaint resolution and mediation process, would be immensely helpful. Your insights can guide others who might be seeking assistance with online casino-related issues.

I would also like to thank Mr Bet Casino for their cooperation in reaching a resolution.

Best regards,

Hadi