Mr Bet Casino - La verificación del jugador se ha retrasado debido a problemas con la cuenta.

I'm having trouble verifying my account. I recently got married and changed my last name, but I didn't update it on my account in time. Now I've been waiting for over two weeks for the casino team to update my personal information.

Because of this, I can't complete the verification process and I can't withdraw my funds. I've contacted support several times, but they always tell me to "be patient" and that they're reviewing my case, even though I don't see any progress or receive a clear answer about when it will be resolved.

I hope this complaint here can help speed up the process, because all I want is to properly verify my identity and continue using my account without problems.

Estoy teniendo un problema con la verificación de mi cuenta. Me casé recientemente y cambié mi apellido, pero no lo actualicé en mi cuenta a tiempo. Ahora llevo más de dos semanas esperando a que el equipo del casino actualice mi información personal.

Debido a esto, no puedo completar la verificación y tampoco puedo retirar mis fondos. He estado en contacto con el soporte varias veces, pero siempre me dicen que "tenga paciencia" y que están revisando mi caso, aunque no veo ningún progreso ni recibo una respuesta clara sobre cuándo se solucionará.

Espero que esta queja aquí pueda ayudar a acelerar el proceso, porque lo único que quiero es verificar correctamente mi identidad y continuar usando mi cuenta sin problemas.

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 koolena777,

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 can 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 let me know which documents you have already provided and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Petra

Dear koolena777,

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 submitted a copy of my marriage certificate and my passport, but they wouldn't accept it because they supposedly don't accept copies. I still can't get the original; they're supposed to send it to me in December, and it's not guaranteed to arrive then. What should I do?

Presenté una copia de mi certificado de matrimonio y también de mi pasaporte, pero no lo aceptaron porque supuestamente no se aceptan copias. Aún no puedo conseguir el original; me lo enviarán en diciembre y no es seguro que lo haga al principio. ¿Qué debo hacer en este caso?

Thank you for clarifying the situation.

I understand this must be frustrating; however, please note that many casinos accept only original documents for KYC verification, and unfortunately, they are entitled to request them. If copies are not accepted under their policy, there is usually very little flexibility on their side.

• Could you please let us know whether you have already received the original document, or if you have been able to send it to the casino in the meantime?
• Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Dear koolena777,

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,
Petra
Casino.Guru