Mr Bet Casino - La retirada del jugador se retrasa.

I was already verified. Submitted withdrawal and now they won’t accept any document I provide.

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Dear Rottman,

Thank you very much for submitting your complaint. I’m truly sorry to hear about the difficulties you’re experiencing.

Please understand that KYC (Know Your Customer) verification is an important and mandatory process designed to ensure the security of both players and the casino. Since online casinos cannot verify identities in person, this is the only way to confirm that the account and funds belong to the rightful owner. Licensed and reputable casinos treat this step with great care, and although it can sometimes take a few working days to complete, it is carried out to protect you and prevent any misuse of your account. It is also very common to ask for additional documents even if the account has been verified previously.

To better understand your situation and move the process forward, could you please provide the following details:

• Do I understand correctly, based on the screenshot you attached, that you are experiencing problems with verifying your home address?
• Which document(s) have you provided to verify the address?

I hope we will be able to help you resolve this matter as quickly as possible. Thank you in advance for your reply and cooperation.

Best regards,

Kristina

Yes it’s verifying home address. I submitted my bank statement (PDF) and they refuse it with no explanation. I also submitted my tax forms which was also refused.

Thank you very much for your reply. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Thank you for replying. I will forward all correspondence to your email tomorrow. Here is what I’ll post here.

withdrawals request November 14

My verified account was suddenly no longer verified and Mr. Bet requested personal info and ID. I submitted it immediately. Wait 48 hours for response.

It took several tries to get approved for my address verification. Each submission took 48 hours for a reply. Never once did I ever get a detailed reason why my previous attempts failed.

so now it’s NOVEMBER 30 and all that’s left is for someone there to update my address because I had moved since last verification. I have a feeling this will drag on as well.

i really don’t understand there lack of respect for there players. I’ve been on this site a long time. This isn’t 1995 anymore. The other sites I play on verified me instantly with software. The withdrawals are immediate.

" FOOL ME ONCE, SHAME ON YOU"

" FOOL ME TWICE, SHAME ON ME "

I learned my lesson this time and I hope the many ppl that read this will learn from my mistakes and play on casinos with great reputations!

Emails sent.

Apparently, it takes weeks to update my address. That’s all they need to do to verify my account.

still waiting for address change. This is all that needs to be done and it’s been over a week to just update my address.

Dear Rottman,

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, Barbora (barbora.p@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,

Kristina

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite Mr Bet Casino representative to join this conversation.

Dear Mr Bet Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Dear Barbora,

In addition to changing the address, the user has also initiated the procedure for changing their phone number. The address has been successfully changed. To change the phone number, we will call the user, and it is important for them to answer the call and confirm the number. After that, the procedure for changing personal data will be complete.

If you have any questions, we will be happy to help.

I’m now verified and one payment of $4500 has been deposited to my account. I would like to keep this open until I’ve been paid in full. Thanks for help in this matter. Next payment is due December 9th.

Dear Rottman,

Thank you very much for the update. I’m glad to hear that the first withdrawal has already been processed.

Of course, we will keep the complaint open until all remaining payments are completed. Please keep me informed once you receive the next withdrawal on December 9th, or if anything unexpected occurs in the meantime.

I’m here to assist you throughout the process.

Still playing games with me. I enquired about payment today and I get this email with dates that don’t make sense. Maybe they don’t have the funds to pay me.

I play on 4 other sites which never have this problem. Mr. Bet is so busy they don’t have time to pay their debt in a timely manner. I hope many people read this complaint and stop playing on this site. No website should endorse this casino.

Can we invite the Mr Bet rep here as they are now breaking their own terms of service on withdrawal times? They’re hoping and praying I cancel the withdrawals out of frustration. Just another dirty tactic.

Dear Rottman,

Thank you for the update. I completely understand how frustrating these delays must feel, especially when you have already complied with all verification requirements and other casinos process withdrawals much faster. It’s absolutely reasonable for you to expect clarity and timely payouts.

Please try to remain patient and avoid canceling your withdrawal requests, even if the delays are discouraging. Rest assured that we are actively monitoring your case and will continue to follow up so that everything is resolved properly.

Dear Mr Bet Casino,

Thank you for your previous cooperation. I understand that you may currently be handling a higher volume of withdrawal requests, which can naturally extend processing times. However, in this particular case, the player has already been waiting beyond the timeline stated in your own Terms and Conditions.

Given the circumstances, I would sincerely appreciate it if you could prioritize the remaining payments for this player and provide clear, accurate information about the expected processing schedule. This would help prevent further confusion and ensure the complaint can be resolved smoothly.

Thank you in advance for your assistance.

Dear Barbara,

Please kindly note that withdrawal requests are processed in accordance with the limits set out in Rule 3.6.1. The maximum withdrawal amount processed to any given player is EUR 5,000 (or the currency equivalent) per week and EUR 15,000 (or the currency equivalent) per month, starting from the date of the last withdrawal, unless otherwise stated.

The user's withdrawal requests were successfully processed every week and are now in successful status. The last withdrawal request will be processed on 12/16.

Dear Rottman,

Thank you for your patience. According to Mr Bet Casino, your remaining withdrawals are scheduled, with the last payment expected on December 16th.

Please let me know once you receive the funds and keep me updated if anything unexpected comes up.

Kind regards,

Hi Barbora,

i appreciate your efforts. The last payment was a day late so I’m hoping I receive this last payment tomorrow on time so I can finally put this to bed. I will post here if/when that happens.

thanks again!

It is 12-16 and still no withdrawal. Not surprised.

Dear Barbora,

could you please ask Mr. Bet why they haven’t sent my e-transfer on the date promised? Can we please get this done and over with? It’s been over a month!

They give me a date (12-16) and then tell me I need to be patient when they don’t keep their promised date. It’s been over a month. I’m out of patience!

Can I get some help with this issue? Mr. Bet support is just sending me the same responses over and over again.

Dear Rottman,

I completely understand your frustration, especially since a specific payment date was provided and not respected. After waiting for more than a month, your disappointment is fully justified.

Please rest assured that I am actively handling your case and will do my best to have this matter resolved as soon as possible. I will now follow up with the casino again and request immediate clarification and priority processing of the remaining withdrawal.

Thank you for your patience despite the ongoing difficulties.

Dear Mr Bet Casino,

The player was informed that the final withdrawal would be processed on 16/12, however, as of 17/12, the payment has still not been completed.

Given that the account is fully verified and the withdrawal is now overdue, I kindly request priority processing of the remaining payment and clear confirmation of when it will be sent.

Thank you in advance for your prompt cooperation.

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

Dear Rottman,

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,

Barbora