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

Hello,

I am writing to formally complain about the repeated rejection of my verification documents.

I have submitted clear, valid, and high-quality copies of all required documents multiple times, and they fully meet your stated verification requirements. However, they continue to be rejected without any specific or reasonable explanation.

This is causing an unfair delay in processing my withdrawal, despite my full cooperation with your verification process.

I kindly request:

• A clear explanation of exactly what is allegedly incorrect with my documents

• Immediate manual review by a compliance/verification officer (not automated system)

• Prompt processing of my withdrawal once verification is confirmed

If this issue is not resolved within a reasonable time, I will be forced to escalate the matter to the relevant licensing authority and consumer complaint platforms.

I look forward to your prompt and professional response.

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 Sherif20, 

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 takes KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send 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 to resolve this issue as soon as possible. Thank you in advance for your reply. 

Best regards, 

Attila

Dear Attila,

Thank you for your response.

I would like to confirm that I have already provided all the requested documents in the correct format and with clear quality.

I submitted a clear and valid copy of my passport with no issues or missing information. Additionally, I provided an official bank document that includes my full name, residential address, and issue date, which was issued less than three months ago in accordance with KYC requirements.

All documents were sent promptly as soon as they were requested.

I would also like to ask if it is possible to share these documents with you directly, and whether you could kindly contact the casino on my behalf and follow up on this case to help speed up the verification process.

I believe all necessary information has already been provided, and I would greatly appreciate your assistance in resolving this matter as soon as possible.

Thank you very much for your support.

Best regards,

[Redacted]

Verification Documents

I am submitting my verification documents for your review. Since I was unable to upload them in PDF format, I have provided screenshots of the documents instead.

Dear Sherif20,

Thank you very much for your reply and for attaching the submitted documents. Are there any documents in your account that are currently pending verification? Has the casino indicated that there might be a problem with approving specific documents?

Thank you in advance for your response.

The government document proving my address was rejected on the grounds that it was scanned. So I sent a photo taken with my phone’s camera, and now the verification review process is still ongoing. It’s very frustrating — it took 4 days just to receive the rejection. The photo I submitted is very clear — even a blind person could read it. I hope they accept it and do not reject it again.

Dear Sherif20,

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, Lucia (lucia.s@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,

Attila

Hello Sherif20,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

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 issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lucia

Dear Lucia,

The claim regarding the rejection of verification documents despite submitting high-quality copies that meet the stated requirements is not accurate.

The user uploaded a scan and a printed copy of a scan, which do not meet our verification standards and therefore could not be accepted.

Currently, the user’s account is blocked per their own request. Additionally, there is an active GDPR account deletion request. The account balance is €0, and there are no remaining funds.

Dear Sherif20,

Could you please clarify the situation from your side?

• Is it correct that you requested the account to be closed?
• Did you submit a GDPR deletion request?
• Do you believe the complaint is still valid based on the current status of your account?

Your clarification will help us understand how to proceed further.

Dear Sherif20,

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,
Lucia
Casino.Guru