Mr Bet Casino - A retirada do jogador está atrasada devido a problemas com documentos.

The withdrawal of €750 was made on June 29, 2025. I was asked to confirm my identity on July 1. Unfortunately, I'm still having trouble with it today! They always ask for a bank statement! I've now uploaded a bank statement from online banking and from the bank itself. The deposit was made on June 29, the booking only on June 30, and everything is on the bank statement. There's also confirmation from the bank itself that the account belongs to me! No chance! After more than a week, I get another message saying that the documents are not accepted! I'm simply at a loss. The casino isn't telling me exactly what the problem is, and I don't have any other statement of my account! All the messages in the chat always tell me to be patient, but I'm slowly running out of patience!

Am 29.06.25 wurde die Auszahlung über 750€ getätigt. Am 1.07 sollte ich meine Identität bestätigen. Leider mache ich bis heute damit rum! Es wird immer ein Kontoauszug verlangt! Ich habe nun einen Kontoauszug vom Online Banking sowie von der Bank selbst hochgeladen. Die Einzahlung war am 29.06 die Buchung erst am 30.06 steht auch alles auf dem Kontoauszug.Auch eine Bestätigung der Bank selbst das mir das Konto gehört! Keine Chance nach über 1 Woche kommt wieder eine Nachricht das die Dokumente nicht akzeptiert werden! Ich weiß langsam einfach nicht mehr weiter. Das Casino sagt mir auch nicht genau wo das Problem liegt ich habe keinen Anderen Auszug meines Kontos! Sämtliche Nachrichten im Chat ich soll mich immer Geduld doch langsam ist meine Geduld am Ende!

Hello,

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 take 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? Have all your documents been rejected by the casino?
• 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,

Kristina

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hello.

so:

ID has already been submitted. Bank cards from both sides have been submitted.

A picture of me was submitted with my bank card and ID card in front of my face.

A confirmation from the bank that the account belongs to me because the bank statement was always rejected.

The original bank statement from the bank printer and from online banking was submitted.

As well as a notice from the DRV with my name on it.

So everything was as required in the process.

And the same email kept coming. I sent the proof of payment, saying that "your Nodapay verification document was not approved because you uploaded the bank statement without your name and without a visible required deposit."

To verify Nodapay, please upload a screenshot of your online banking or bank statement. We need the account number, the account holder's name, and the deposit made on our website. Your EUR 10 deposit made on June 29, 2025, is also required.

But this exact data is all visible!

So it all depends on the bank statement, but this has been rejected again and again since the beginning of June!

I really don't know what to do anymore and I keep having hope and now I'm waiting again since July 18th for an answer from the casino whether it will work this time and it's been like this since July 1st

Hallo.

also:

Ausweis wurde bereits eingereicht. Bankkarte von beiden Seiten wurde eingereicht.

Ein Bild von mir wurde eingereicht mit der Bankkarte und dem Personalausweis vor meinem Gesicht.

Eine Bestätigung der Bank das das Konto mir gehört weil ja immer der Kontoauszug abgelehnt wurde.

Kontoauszug in Original vom Drucker bei der Bank sowie vom Online Banking wurde eingereicht.

Sowie ein Bescheid der DRV mit meinem Namen.

Also alles so wie es gefordert wurde in dem Prozess.

Und immer wieder kam/ kommt dann wieder die gleiche E-Mail. Das ich den Zahlungsnachweis über "dass Ihr Dokument zur Bestätigung von Nodapay nicht genehmigt wurde, da Sie den Kontoauszug ohne Ihren Namen und ohne sichtbare erforderliche Einzahlung hochgeladen haben.

Um Nodapay zu verifizieren, laden Sie bitte einen Screenshot Ihres Online-Bankings oder Ihres Kontoauszugs hoch. Wir benötigen die Kontonummer, den Namen des Kontoinhabers und die Einzahlung auf unsere Website. Ihre Einzahlung von 10 EUR, die Sie am 29.06.2025 getätigt haben, ist ebenfalls erforderlich."

Aber genau diese Daten sind alle ersichtlich!

Es hängt also alles nur an dem Kontoauszug nur dieser wird seit Anfang Juni immer wieder abgelehnt!

Ich weiß wirklich nicht mehr weiter und immer wieder hab ich Hoffnung und nun warte ich wieder seit dem 18.07 auf eine Antwort vom Casino ob es diesmal klappt und das geht so seit dem 1.07

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

Dear traumfaengerbaby,

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,

Kristina