Mr Bet Casino - A retirada do jogador está atrasada devido a problemas de verificação.

Subject: Urgent verification and payout issue – preventing payout of 1000 euros

Dear team

I'm contacting you because I've been having considerable difficulty withdrawing my €1,000 balance for some time now. The reason for this is apparently the verification process that is mandatory for withdrawals.

Specifically, to authorize the payout, the platform requires a selfie of me holding my ID (passport). The first time I tried to upload this photo, it was rejected, even though the image was sharp and both my face and ID were clearly visible. After this rejection, I was asked to take the selfie again and submit it again.

The core problem, however, is this: After the first rejection, verification is offered exclusively via a so-called "liveness" check. This requires me to move my head in a circle to confirm the authenticity of my face. However, this method makes it impossible to simultaneously take a selfie of my face with my ID card in hand, since the selfie with ID card is explicitly required, and the "liveness" check only requires head movement—a combination of both options is not possible.

I've already contacted the customer support team three times, and each time I've simply been told that my request would be forwarded. However, nothing has changed so far, and the withdrawal of my funds remains blocked. I feel unfairly disadvantaged by this, as I want to properly fulfill all requirements, but the current verification process makes this technically impossible.

I therefore urge you to help me complete the verification process correctly and successfully so that my funds can be paid out.

Thank you in advance for your support.

Best regards

Rene ****

Betreff: Dringendes Problem bei Verifizierung und Auszahlung – Verhinderung der Auszahlung von 1000 Euro

Liebes Team

ich wende mich an Sie, da ich seit geraumer Zeit erhebliche Schwierigkeiten habe, die Auszahlung meines Guthabens in Höhe von 1000 Euro durchzuführen. Der Grund hierfür liegt offensichtlich in der Verifizierungsprozedur, die für die Auszahlung obligatorisch ist.

Konkret verlangt die Plattform zur Freigabe der Auszahlung ein Selfie von mir, auf dem ich meinen Ausweis (Reisepass) in der Hand halte. Beim ersten Versuch, dieses Foto hochzuladen, wurde es abgelehnt, obwohl das Bild scharf war, sowohl mein Gesicht als auch der Ausweis eindeutig und gut erkennbar waren. Nach dieser Ablehnung sollte ich das Selfie erneut aufnehmen und einreichen.

Das Kernproblem stellt sich aber folgendermaßen dar: Nach der ersten Ablehnung wird die Verifizierung ausschließlich über eine sogenannte "Liveness"-Überprüfung angeboten. Diese verlangt, dass ich meinen Kopf in einem Kreis bewege, um damit die Echtheit meines Gesichts zu bestätigen. Diese Methode macht es jedoch unmöglich, gleichzeitig ein Selfie vom Gesicht mit dem Ausweis in der Hand zu erstellen, da das Selfie mit Ausweis explizit verlangt wird, und die "Liveness"-Überprüfung nur eine Bewegung des Kopfes vorsieht – eine Kombination beider Optionen existiert nicht.

Ich habe das Kundensupport-Team bereits dreimal kontaktiert und jedes Mal lediglich die Rückmeldung erhalten, dass mein Anliegen weitergeleitet werde. Allerdings hat sich bisher nichts an der Situation geändert, und die Auszahlung meines Geldes bleibt blockiert. Ich sehe mich dadurch ungerechtfertigt benachteiligt, da ich alle Anforderungen ordnungsgemäß erfüllen möchte, den aktuellen Verifizierungsprozess dies jedoch technisch unmöglich machen.

Ich bitte Sie daher dringend, mir zu helfen, wie ich die Verifizierung korrekt und erfolgreich abschließen kann, damit die Auszahlung meines Guthabens erfolgen kann.

Ich danke Ihnen im Voraus für Ihre Unterstützung.

Mit freundlichen Grüßen

Rene ****

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear player,

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. 

• Please specify when the verification process started.
• Could you please advise which documents you have already provided, and when exactly you sent the last one?
• Were the documents accepted, and the issue remains in the "liveness" check only?
• What exact instructions are given for the "liveness" check? Is it mentioned that you need to show your ID simultaneously with moving your head?

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, 

Natalia

Dear Natalia,

Thank you for your feedback.

The verification process began on August 25, 2025. I submitted my phone bill for address verification, my credit card statement, my driver's license, my passport, and a selfie with my passport. The latter was rejected on September 23, 2025, even though the photo was of very good quality and met the requirements.

The selfie with the passport was not accepted. Attempting to upload a new one redirects you directly to the liveness check, which makes it impossible to upload a selfie with an ID. The instructions for the liveness check don't mention that you have to show your ID at the same time as you move your head. This check only scans your face, surrounded by small bars that turn green when you move your head to complete the check. There's no space for an ID, nor is there any information about holding it during the check. This check is solely for facial recognition.

I hope this information helps and look forward to your support in resolving the problem.

Best regards

Rene ****

Sehr geehrte Natalia,

vielen Dank für Ihre Rückmeldung.

Der Überprüfungsprozess wurde am 25.08.2025 begonnen. Eingereicht habe ich die Telefonrechnung zur Adressüberprüfung, Kreditkartenabrechnung, außerdem meinen Führerschein, Reisepass sowie ein Selfie mit dem Reisepass. Letzteres wurde am 23.09.2025 abgelehnt, obwohl das Foto von sehr guter Qualität war bzw. den Anforderungen entsprechen.

Das Selfie mit Reisepass wurde nicht akzeptiert. Beim Versuch, ein neues hochzuladen, wird man direkt zur Liveness-Überprüfung weitergeleitet, die es unmöglich macht, ein Selfie mit Ausweis hochzuladen. In den Anweisungen zur Liveness-Prüfung wird nicht erwähnt, dass man den Ausweis gleichzeitig mit Kopfbewegung vorzeigen muss. Bei dieser Prüfung wird nur das Gesicht erfasst, umgeben von kleinen Balken, die beim Kreisen des Kopfes grün werden, damit die Prüfung abgeschlossen werden kann. Für einen Ausweis ist hier kein Platz und auch keine entsprechende Information vorhanden, ihn während der Prüfung zu halten. Es geht bei dieser Überprüfung ausschließlich um die Gesichtserkennung.

Ich hoffe, diese Informationen helfen weiter und freue mich auf Ihre Unterstützung zur Lösung des Problems.

Beste Grüße  

Rene ****

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

Hello Natalia,

I have sent you the requested email.

lg

Rene

Hallo Natalia,

die gewünschte Mail habe ich Ihnen zukommen lasse.

lg

rene

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Jana (jana.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Rensn,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Mr Bet Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

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

Dear Rensn,

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,

Jana