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

Hello. I am filing this complaint against Mr. Bet casino because they have been abusively blocking my withdrawal of 2100 RON for exactly 39 days. The reason they are citing is address verification (KYC). During this entire period, I have sent official documents in original PDF format: a Certificate of Attestation of Domicile issued by the authorities and a DIGI PDF utility bill. Their automated system repeatedly rejects them without logical explanations, and the Live Chat operators categorically refuse to send the documents to a human operator for manual verification. I have all the legal documents prepared in raw PDF format and I request the assistance of the CasinoGuru team to force the casino to manually verify my account and release my funds."

Bună ziua. Depun această plângere împotriva cazinoului Mr. Bet deoarece îmi blochează abuziv retragerea sumei de 2100 RON de exact 39 de zile. Motivul invocat de ei este verificarea adresei (KYC). În toată această perioadă am trimis documente oficiale în format PDF original: un Certificat de Atestare a Domiciliului eliberat de autorități și o factură de utilități DIGI PDF. Sistemul lor automat le respinge repetat fără explicații logice, iar operatorii de pe Live Chat refuză categoric să trimită documentele către un operator uman pentru o verificare manuală. Am toate documentele legale pregătite în format brut PDF și solicit asistența echipei CasinoGuru pentru a obliga cazinoul să îmi verifice manual contul și să îmi elibereze fondurile."

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Dear pinteaionut89,

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.

• Could you please share with me your communication with the casino when you attempted to resolve the issue? 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

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

Dear pinteaionut89,

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,

Tomas