Mr Bet Casino - O jogador afirma que o seu pagamento foi atrasado.

During repeated and additional automatic checks by the system, I am repeatedly told that my documents are rejected because the data does not match. However, the data definitely matches, and I finally want the money released for payment!

Bei der erneuten und nochmals zusätzlichen automatischen Überprüfung vom System wird mir immer gesagt das meine Dokumente abgelehnt werden weil die Daten nicht übereinstimmen. Sie stimmen aber definitiv überein und ich möchte endlich das das Geld zur Auszahlung freigegeben wird!

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 95dina,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

The system repeatedly rejects the first automatic verification due to inconsistencies in the data, which, despite matching data, is otherwise incorrect.

Es wird durch die 1. Automatische Verifizierung vom System aber immer wieder abgelehnt durch Unstimmigkeiten der Daten die aber übereinstimmen!

Dear 95dina, 

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? 

Thank you in advance for your reply. 

Best regards, 

Attila G.

Yes, I uploaded bank statements, screenshots from the relevant e-wallet, and everything else that was requested via the respective upload link, but after a brief check, it always says that the data in the uploaded image doesn't match mine. This is complete nonsense, since I uploaded from the exact e-wallet from which I deposited and to which the withdrawal should also be made.

Jaich habe Kontoauszüge, Screenshots von dem entsprechenden e wallet und alles was verlang worden ist über den jeweiligen Link zum Hochladen hochgeladen doch es kommt nach kurzer Prüfung immer das die Daten vom hochgeladenen Bild nicht mit meinen übereinstimmen würden.was totaler Quatsch ist da ich doch genau von dem ewallet von dem ich aus eingezahlt habe und auf dem es auch ausgezahlt werden soll hochgeladen habe

Dear 95dina,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

The payout still hasn't been processed, and I'm still completely in the dark. Since I can't speak to anyone directly in the responsible department, only contact support, I keep getting the same useless response. I really want my money paid out and not be left in vain any longer!

Die Auszahlung ist nach wie vor nicht getätigt worden und ich bin immer noch im Dunkeln stehen gelassen worden. Da man auch niemanden direkt von der zuständigen Abteilung sprechen kann sondern nur den Support kontaktieren kann und mir da immer wieder der gleiche Mist geschrieben wird.ich möchte wirklich das man Geld endlich ausgezahlt wird und ich nicht noch länger vergebens im dunkeln stehen gelassen werde!!

Dear 95dina, thank you for your response. Could you please share your communication with the casino regarding this issue? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

Thank you very much in advance for your reply.

Dear 95dina,

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

Dear 95dina,

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,

Attila