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

On 15.06.2026, I submitted my identity documents and the requested verification documents to Mr.Bet. During the same period, I also requested a change of data in my account.

The casino confirmed via several emails that my documents were accepted and that they are not requesting any further documents at this time. However, my withdrawal request of HUF 400,000 is still pending.

I have contacted customer service several times, but have not received a specific timeframe for completing the verification or processing the payment.

I would like to request an investigation into the matter and clarification of the payment status.

2026.06.15-én benyújtottam a személyazonosító dokumentumaimat és a kért ellenőrzési dokumentumokat a Mr.Bet részére. Ugyanezen időszakban adatmódosítást is kértem a fiókomban.

A kaszinó több e-mailben megerősítette, hogy a dokumentumaimat elfogadták, és jelenleg nem kérnek további dokumentumokat. A 400 000 Ft összegű kifizetési kérelmem azonban továbbra is függőben van.

Többször érdeklődtem az ügyfélszolgálatnál, de konkrét időkeretet nem kaptam az ellenőrzés befejezésére vagy a kifizetés feldolgozására.

Szeretném kérni az ügy kivizsgálását és a kifizetés státuszának tisztázását.

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.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Mr Bet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your player's account accessible to you? Can you log in?
• Could you please explain which changes for your account you have asked for?
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the delay? 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 resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear ZotyZoty123,

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.

Dear Casino Guru Team,

I would like to provide a detailed explanation regarding my ongoing issue with Mr.Bet.

My account verification and address change process has been ongoing for a long time, and I have submitted several documents as requested. However, the process has become extremely lengthy, and I have received inconsistent and contradictory information from the casino.

The situation developed as follows:

I initially submitted an OTP document, but it was rejected because it contained my previous address.

I then submitted a postal document, which was rejected because it was considered an unacceptable document type.

After that, I submitted a K&H bank statement in PDF format containing my full name and address.

The main issue is that I received contradictory information from customer support. On one occasion, I was told that a bank statement was an acceptable proof of address document, so I submitted one accordingly. However, shortly afterwards I was informed that bank statements could not be used for address verification and my document was rejected. I never received a clear explanation as to why the information provided by support had changed.

I then personally updated my address at my bank and submitted an official OTP address change document showing my new address.

Each document review took significantly longer than the stated review period. Both the website and customer support repeatedly mentioned a 48-hour review timeframe.

In reality, I often had to wait 5–6 days or even longer for a response after each submission.

When I asked for clarification, I frequently received only generic responses and was never clearly informed about the exact reason why a document had been rejected.

Most recently, I submitted a Telekom home services invoice in PDF format, which contains my full name and current address.

Another important issue is that all documents were submitted in PDF format. I never submitted screenshots, cropped images, or incomplete files. Despite this, several documents were rejected without a detailed explanation.

My main concern is that the verification process has become excessively long and I have not received clear, consistent information about which documents are accepted and why previously submitted documents were rejected.

I would greatly appreciate your assistance in reviewing this matter and determining whether Mr.Bet is handling the verification process appropriately.

Thank you very much for your time and assistance.

Kind regards,

Zoltán ****

Thanks for the detailed explanation of the situation.

Could you please explain when you registered an account in the casino and when you moved?

Please let me know

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

Dear ZotyZoty123,

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