Mr Bet Casino - La solicitud de retiro del jugador se retrasa debido a una nueva verificación.

My account was already verified.

Now that I want to withdraw money again, my account needs to be verified again.

Last time, the verification process was delayed until my balance was at zero euros.

Mein Konto war schon verifiziert.

Jetzt wo ich erneut auszahlen möchte soll mein Konto wieder verifiziert werden.

Letztes mal wurde mit der Verifizierung gewartet bis mein Geld auf Null Euro war

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 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:

• Could you please advise which documents the casino requested? Have you already provided them all?
• Has the casino indicated that there might be a problem with approving specific documents?

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

I sent Canino my complete amended bank statement for the month of October.

Ich habe dem Canino mein komplette ändern Kontoauszug von Monat Oktober geschickt .

I hope they accept my bank statement.

At the beginning of the month I won and received 2500 euros.

Ich hoffe mal die akzeptieren mein Kontoauszug.

Anfang des Monats hatte ich ja 2500 Euro gewonnen und ausgezahlt bekommen

Can you help me somehow?

Können Sie mir irgendwie weiterhelfen

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 the remaining screenshots here. Thank you in advance.

Good morning

I sent it to you by email.

Thank you so much for your help and haste.

Guten morgen

Habe ich Ihnen per Mail geschickt .

Vielen Dank für Ihre Hilfe und überstürzung

Have you received my documents?

Do you need anything else?

Haben Sie meine Unterlagen erhalten ?

Brauchen Sie sonst noch etwas ?

Rejected again

Wieder abgelent

Do you think a lawyer would be appropriate?

Meinen Sie ein Anwalt wäre angebracht ?

Dear Rammsen84

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,

Kristina

Thank you very much for your effort and dedication.

I hope you can help me because my documents have been rejected again.

Vielen Dank für Ihre Mühe und Ihren Einsatz.

Ich hoffe sie können mir helfen weil meine Dokumente wieder abgelehnt worden

My bank statements

Meine Kontoauszüge

That was the last response from the casino; I still have a balance of 800 euros which I would of course like to have paid out in order to buy Christmas presents.

Das war die letzte Antwort von dem Casino noch habe ich 800 Euro Guthaben die würde ich natürlich gerne ausgezahlt bekommen um Weihnachtsgeschenke zu kaufen

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 verification and clarify the situation, please?

Thank you in advance.

Respectfully,

Romi

Dear Romi,

The user has successfully passed verification, and today we processed their one request for a withdrawal of €300. It is currently in the status "in process" and awaiting acceptance by the payment provider.

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

Yes, and my payout of 600 euros has not yet been processed.

And it took several more weeks to verify my account, which caused me to lose a lot of money because I thought I wouldn't get my money back anyway.

Ja und meine Auszahlung on Höhe von 600 Euro wurde noch nicht bearbeitet .

Und es hat wieder mehrere Wochen gedauert mein Konto zu verifizieren dadurch habe ich viel Geld verloren weil ich dachte ich bekomme mein Geld eh nicht

My account is finally verified again after almost 3 weeks.

But my payout still hasn't happened....

Compensation would actually be appropriate.

Verifiziert ist mein Konto nach wieder fast 3 Wochen jetzt endlich wieder .

Aber meine Auszahlung hat immer noch nicht stattgefunden....

Da wäre eigentlich eine Entschädigung angebracht

Thank you, Mr Bet Casino, for the information.

Dear user,

I hope that also the rest of your winnings will be paid out soon. Please let us know whenever you receive the whole disputed amount of this complaint.

Thank you.

Respectfully,

Romi

Very good morning

I've been waiting for two days now for my payout to be processed and the amount to be deducted from my balance.

Schönen guten morgen

Ich warte jetzt schon wieder seit 2 tage das meine Auszahlung bearbeitet wird und der Betrag von meinem Guthaben abgezogen wird

Dear Rammsen84,

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.

The payout went through.

Now I'm waiting for the next payout.

Let's see if my account needs to be verified again.

Die Auszahlung hat geklappt

Jetzt warte ich auf die nächste Auszahlung.

Mal sehen ob mein Konto wieder verifiziert werden muss

Now I'm supposed to verify my account again.

That's pure harassment.

That will probably take weeks again.

I need help.

Jetzt soll ich mein Konto wirklich wieder verifizieren.

Das ist doch die reinste Schikane .

Das dauert dann bestimmt wieder wochenlang .

Ich bitte um Hilfe

As always with mrbet

Wie jedes mal bei mrbet

Dear Mr Bet Casino,

Could you explain the situation, please? Why has the player been asked to verify the account again?

Thank you in advance.

Respectfully,

Romi

I don't understand that.

It can't be that I'm being strung along every time I want to make a payment.

Verstehe das nicht .

Kann ja nicht sein das ich jedes mal hingehalten werde bei jeder Auszahlung

That's fraud!

Das ist doch Betrug

Dear Romi,

During the manual review, it was determined that additional verification is required.

As part of a document re-request, we are currently awaiting proof of payment for the transaction of EUR 17.39 dated 14 December 2025.

The reason for the request is that the previously submitted scanned document or statement did not show the requested deposit.

Thank you for your understanding.

Why do I even need to verify my account?

I'll get the latest bank statements from the bank right away and upload them again.

Room Third time the theater at mrbet

Warum muss ich mein Konto überhaupt verifizieren.

Die aktuellen Kontoauszüge hile ich gleich von der bank und lade sie wieder hoch

Zimmer Dritten mal das Theater bei mrbet

Dear Mr Bet Casino,

I don't quite understand why this information is needed if the player made his withdrawal request prior to this deposit.

Could you explain, please?

Thank you in advance.

Regards,

Romi

I've also been waiting for three days for my payout to be processed.

Ich warte auch schon wieder seit 3 Tagen das meine Auszahlung bearbeitet wird

Dear Rammsen84,

The payout shown in your screenshot has already been successfully processed and completed.

Dear Rammsen84,

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.

I am now waiting for the final payment.

I'm curious to see if my account will need to be verified again.

Ich warte jetzt auf die letzte Auszahlung.

Bin msl gespannt ob mein Konto wieder verifiziert werden muss

Dear Rammsen84,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Romi
Casino.Guru

Hello all.

We have reopened this case as per the player's request.

Dear user,

Please explain the situation to us.

Thank you.

Respectfully,

Romi

I won 400 euros; supposedly they're allowed to deduct it because the money supposedly came from bonus spins.

Ich hab 400 Euro gewonnen angeblich dürfen die das abziehen weil es angeblich von Bonus spins kahm das Geld

Allegedly, the money was deducted because I won money during free spins, but that's not true.

Angeblich wurde das Geld abgezogen weil ich bei freispielen Geld gewonnen habe das ist aber nicht richtig

Dear user,

May I ask if this situation has something to do with your complaint or if it is a completely new, different situation, please?

Thank you.

Respectfully,

Romi

This is a new situation with the same casino.

Das ist eine neue Situation mit dem gleichen casino

Thank you for this information.

In this case, please feel free to submit a new complaint, as we don't want to mix two different issues in one complaint.

Thank you for your understanding.

Respectfully,

Romi