Mr Bet Casino - A retirada do jogador foi bloqueada devido à verificação atrasada.

Complaint text:

Hello,

I opened an account at Mr Bet and made multiple deposits exclusively from my payment methods (Skrill, Sparkasse card and Ziraat card).

Support repeatedly asked me for additional documents, and each time I submitted exactly what was requested:

ID and selfie – submitted and approved.

Cards (Sparkasse and Ziraat) – I have provided pictures of the front and back, with the name and required information clearly visible.

Skrill Account - I have submitted my profile picture with name and email address.

Skrill transactions – I have provided screenshots of deposits from my card to Skrill and further to Mr Bet.

Proof of name matching - my name "Karić Enis" is clearly visible on both cards and Skrill profile, as well as in payments to Mr Bet.

The submitted evidence clearly shows:

that the account is in my name,

that all payments were made from my cards,

that the Skrill account is mine and verified,

that I fully met all their requirements.

Despite this, I get a rejection every time with a request for "additional information," without a precise explanation. In the end, they even wrote to me not to contact support while the verification is taking place, which puts me in an impossible situation – the funds are blocked, and the verification is being deliberately delayed.

I am attaching consolidated screenshots (skrill_verification_complete.jpg) which show that I have fulfilled all the requirements and that there is no reason for my payment to be denied.

Please get involved because I believe that Mr Bet is unjustifiably refusing to complete the verification and pay out my funds, even though I have submitted everything they themselves requested.. this has been going on since this morning. I have submitted over 20 different documents

Tekst pritužbe:

Pozdrav,

Na Mr Bet sam otvorio račun i izvršio više uplata isključivo sa svojih metoda plaćanja (Skrill, Sparkasse kartica i Ziraat kartica).

Podrška mi je u više navrata tražila dodatne dokumente, a ja sam svaki put dostavio tačno ono što je zatraženo:

Lična karta i selfie – dostavljeno i odobreno.

Kartice (Sparkasse i Ziraat) – dostavio sam slike prednje i zadnje strane, sa jasno vidljivim imenom i potrebnim podacima.

Skrill račun – dostavio sam sliku svog profila sa imenom i email adresom.

Skrill transakcije – dostavio sam screenshotove uplata sa moje kartice na Skrill i dalje na Mr Bet.

Dokaz podudaranja imena – moje ime "Karić Enis" se jasno vidi i na karticama i na Skrill profilu, kao i u uplatama prema Mr Bet.

Iz dostavljenih dokaza jasno se vidi:

da je račun na moje ime,

da su sve uplate vršene sa mojih kartica,

da je Skrill nalog moj i verifikovan,

da sam u potpunosti ispunio sve njihove zahtjeve.

Uprkos tome, svaki put dobijam odbijanje sa zahtjevom za "dodatne informacije", bez preciznog objašnjenja. Na kraju su mi čak napisali da ne kontaktiram podršku dok traje verifikacija, što me stavlja u nemoguću situaciju – sredstva su blokirana, a verifikacija se namjerno odugovlači.

U prilogu dostavljam objedinjene screenshotove (skrill_verifikacija_komplet.jpg) koji pokazuju da sam ispunio sve traženo i da nema razloga da mi isplata bude odbijena.

Molim vas da se uključite jer smatram da Mr Bet neopravdano odbija da završi verifikaciju i isplati moja sredstva, iako sam dostavio sve što su sami tražili.. dalle ovo traje od jutros. Dostavio sam preko 20 raznih dokumenata

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. 

• When did you register at the casino, and when did the verification process start?
• Could you please advise when exactly you sent the last document?
• Have you provided all the required documents as soon as possible and in the correct format? 
• Were any of the documents approved or rejected?

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

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.

So the situation has improved a bit, now they are asking me for the following even though I have submitted it. I am sending the photos attached.

Dakle malo se popravila situacija sad smo na tome da mi traze sljedece iako sam to dostavio . Saljem fotografije u prilogu

Now we are at the point where I have resubmitted the data from Skrill with all the history. Unfortunately my VIP manager is not working on Wednesday. But they seem to have rejected me again.

Sada smo ma tome da sam ponovno dostavio podatke sa skrilla sa svim istorijatima. Nazalost moj vip menadzer ne radi vijendom . Ali ovi su me izgleda opet odbili.

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.

Dear Sirs, I hereby inform you that I have lost money in the meantime, and I have not received a response until today, so I have in the meantime submitted a request to close the account with them. And I have not received any response. And I added another 40 euros to the account via escrow, which they duly deposited. I think they acted shamefully because I paid approximately 8000 euros.

They have been refusing verification all weekend without responding, which I can prove with photos. As of this writing, I have not received a response. But I have filed a request to close the account because there are other casinos that are more honest.

Postovani ovim putem javljam da sam u medjuvremenu izgubio novac, a da odgovor nisam dobio do dana dasnjeg te sam unmedju vremenu podnio zahtjev za gasenje racuna kod istih. I nisam nikakav odgovor dobio. A jos sam 40 eura dodao na racun preko skrila to su uredno deponovali. Smatram da su sramotno postupili jer sam cca 8000 eura uplatio.

cijeli vikend su odbijali verifikaciju bez da su odgovarili a sto dokazujem fotografijama. Do sadsnjeg pisanja nemam odgovor. Ali podnio sam zahtjev ua gasenje racuna jer ima jos cazina koji su posteniji

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

Dear enki17,

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,

Natalia