Mr Bet Casino - O levantamento dos prémios dos jogadores está atrasado.

The account is not verified, they require bank statements, etc. They do not pay out and only want you to deposit money

Das Konto wird nicht verifiziert die verlangen Kontoauszüge usw. Bezahlen nicht aus und wollen nur das man Geld einzahlt

Dear nicigranitzer,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear nicigranitzer,

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.

Good day!

No, I still haven't received any money. My account is verified one day, but not the next.

When I ask support why the account isn't verified and what documents are still missing, I always get the answer that no more documents need to be uploaded. They just want to stall and not pay out the money we've won, hoping we'll lose it again.

Botte for help in this case

Thank you very much

Guten Tag!

Nein ich hab immer noch kein Geld bekommen. Mein Konto ist den einen Tag verifiziert den anderen Tag dann doch nicht.

Wenn ich beim Support nach frage warum das Konto doch nicht verifiziert ist, welche Unterlagen denn noch fehlen, bekomme ich immer zur Antwort das keine Dokument mehr hoch geladen werden müssen. Die wollen uns nur hinhalten und das gewonnene Geld nicht auszahlen und hoffen das man es auf diesen Weg wieder verspielt.

Botte um Hilfe in diesem Fall

Dankeschön

Dear nicigranitzer, please allow me to ask you a few questions, so I can understand the whole situation completely.

Do you currently have any pending withdrawals in your casino account?

Have you made any successful withdrawals before?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Yes, there is still a payout pending.

And yes, I have already made successful withdrawals. With the first withdrawal, the money was in my account within seconds, and with four further withdrawals, it was there after 2 days at the latest.

There they did not need pay slips, bank statements, etc. for verification.

I have never used a bonus.

Unfortunately, I didn't save any chat conversations because after asking when the money will be paid out, you can no longer write anything in the active chat or send any attachments.

I'm really angry now, because for me this is a delaying tactic, they hope that you'll lose the money you've honestly won by making verification and withdrawal so difficult.

Ja es steht noch eine Auszahlung aus.

Und ja ich habe schon erfolgreiche Auszahlungen vorgenommen, bei der ersten Auszahlung war das Geld in Sekunden auf dem Konto, bei vier weiteren Auszahlungen war es spätestens nach 2 Tagen da.

Dort brauchten sie keine Lohnzettel Kontoauszüge und der gleichen für die Verifizierung.

Ich habe niemals einen Bonus verwendet.

Leider habe ich keinen chatbeelauf gespeichert, da man nach der Frage wann das Geld ausgezahlt wird, nichts mehr in den aktiven Chat schreiben oder auch keinen Anhang mehr schicken kann.

Ich bin mittlerweile wirklich sauer, denn für mich ist das hinhaltetaktik, die hoffen das man das ehrlich gewonnene Geld wieder verspielt wenn sie einem die Verifizierung und die Auszahlung so schwer machen

Dear nicigranitzer, have you already contacted the casino via email to check if there are any additional documents or steps required for your account verification?

Yes, I have contacted the casino several times by email.

I received an answer to my first email, but now no one has contacted me for days

I have received several emails stating that my account has been successfully verified

Ja ich habe das Casino mehrmals per e mail kontaktiert.

Bei der ersten E Mail bekam ich noch eine Antwort, doch jetzt meldet sich seit Tagen niemand mehr

Ich habe mehrmals eine email bekommen in der stand das mein Konto erfolgreich verifiziert wurde

Dear nicigranitzer, could you please forward me the emails you have exchanged with the casino, as well as any emails you received from the casino? My email address is dominika.l@casino.guru.

Also, when did you receive confirmation that your account was successfully verified?

I received the confirmation last Monday, and since it wasn't verified the next day, I uploaded documents again and received another email saying that my account had been verified, which obviously isn't the case again.

You always get the answer that the verification process is important, which is true in itself, but one time they want screenshots, which are rejected after three days, with the explanation that they have to be PDF documents. If you upload PDF documents, they are also rejected. Pure harassment!

I forwarded the emails to you, but there is not much to read there, as you always get the same automatically generated answer anyway

And if the casino calls itself a reputable casino, I wonder why they never had to verify my identity during the first successful payouts.

Ich habe die Bestätigung letzten Montag erhalten, und da es nächsten Tag dann doch wieder nicht verifiziert war habe ich wieder Dokumente hoch geladen, und habe wieder eine email erhalten in der steht das mein Konto verifiziert wurde, was aber offensichtlich wieder nicht so ist.

Man bekommt dann immer zur Antwort das der Verifizierungsprozess wichtig sei, was ja an und für sich auch stimmt, jedoch wollen sie das eine mal Screenshots, welche nach 3 Tagen abgelehnt werden, mit der Begründung das es ein pdf Dokument sein muss. Lädt man pdf Dokumente hoch, werden die aber auch abgelehnt. Reine Schikane!

Die e mails habe ich ihnen weitergeleitet jedoch ist dort nicht viel zu lesen, da man sowieso immer dieselbe automatisch generierte Antwort erhält

Und wenn sich das Casino schon als seriöses Casino schimpft, stellt sich mir die Frage warum sie bei den ersten erfolgreichen Auszahlungen, nie meine Identität überprüfen mussten

I sent them various chat histories in an email.

On May 24, I received another message that my account had been successfully verified, and today, May 26, it's not verified again because they sent a screenshot of my PaysafeCard account showing the name, address, and deposit date. The trick is that this has to be visible on a single page, but as everyone knows, it doesn't work on either the mobile version or the laptop.

They don't want you to pass the verification process because they don't want to pay out your winnings and won't. If you ask support for further assistance, you'll be kicked out of the active chat and won't be able to contact them again.

Ich habe ihnen diverse Chat Verläufe in einer e Mail gesendet.

Am 24.5 bekam ich wieder die Nachricht das mein Konto erfolgreich verifiziert wurde, und heute am 26.5 ist es doch wieder nicht verifiziert, weil sie einen Screenshot von meinem PaysafeCard Konto wo Name Adresse die Einzahlung mit Datum ersichtlich ist. Der Clou der Sache ist das das auf einer Seite zu sehen sein muss, wie aber jeder Mensch weiß funktioniert das nicht weder in der mobilen Version noch am Laptop.

Die wollen gar nicht das man den Verifizierung Prozess besteht, denn sie wollen den Gewinn nicht auszahlen und werden es auch nicht tun. Wenn man bittet das der Support weiter hilft, wird man aus dem aktiven Chat geschmissen und kann ihn auch nicht erneut kontaktieren

Thank you very much, nicigranitzer, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.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.

Hello, nicigranitzer!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

In case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

Yes, many, many thanks.

I forwarded them two emails, which clearly show they were requesting a screenshot of my paysafecard account, which I sent, but they rejected it with the explanation that it had to be in PDF format. I sent it, too. They rejected it again, but they still wanted a screenshot, and the game has been running like this for three weeks now.

Ja vielen viele. Dank

ich habe ihnen 2 mails weitergeleitet wo ersichtlich is das sie einen Screenshot des paysafekontos forderten, den ich auch geschickt habe und der abgelehnt wurde mit der Begründung das es im pdf Format sein muss. Hab ich dann auch geschickt. Wieder abgelehnt, es sollte dann wieder doch ein Screenshot sein und das Spiel geht jetzt seit 3 Wochen so

Hey Mr.Bet Casino,

I have received transaction statement from the player, which she later submitted for the verification. Now it is shown that the player's account is verified. Please, if there are any further problems with player's documents, let us know here right away, so we can save time and I will help the player to submit the right ones.

Dear Pavel,

The user was earlier requested a bank statement in PDF format, which will show a deposit of 50 euros for 07.05.25 for the payment method Paysafecard and their name.

We expect the original PDF from the user, where we can see the requested deposit and their name. The user previously sent screenshots in PDF format; for this reason, the document was rejected. As soon as the user uploads a new document, we will do our best to check it as soon as possible. 

Dear Guru Team! Could you please be so kind as to help me with my verification? This fantastic casino isn't using the most recently submitted documents for verification, but is still processing those they believe to be incorrect.

After my account was successfully verified today and now not again, I wanted to upload documents again, but now it no longer works at all.

If anyone wants to make it clear to me that this procedure is normal for Mr Bet, then please, dear Guru Team, change your rating for this casino as quickly as possible.

Because this is just a delaying tactic. I've been trying to verify my account for a month now to get my winnings, but it's not working.

One thing is clear: I will go to the utmost to keep my winnings and certainly not lose a single cent of them, no matter how long they keep me waiting on this matter.

Liebes Guru Team! Könntet ihr bitte so gut sein, und mir in der Sache mit meiner Verifizierung behilflich sein? Denn das super tolle Casino nimmt für die Verifizierung nicht die zuletzt übermittelten Dokumente her, sondern bearbeitet nach wie vor die, die ihrer Meinung nach falsch sind.

Nachdem heute mein Konto erfolgreich verifiziert war und jetzt doch wieder nicht, wollte ich erneut Dokumente hochladen, was jetzt aber überhaupt nicht mehr funktioniert.

Wenn mir jetzt noch einer klar machen will, dass dieses Procedere für Mr bet normal sei, dann bitte bitte liebes Guru Team, ändert schnellstens eure Bewertung für dieses Casino.

Denn das ist nur meh hinhaltetaktik. Ich versuche jetzt seit einem Monat mein Konto zu verifizieren um an meinen Gewinn zu kommen, funktioniert aber nicht.

Eines ist klar, ich werde bis ans Äußerste gehen um meinen Gewinn zu erhalten, und sicher keinen Cent davon verspielen, egal wie lange sie mich in dieser Sache noch hinhalten.

The re-verification of my documents will take another three days, so that they can tell me again tomorrow that they don't accept them.

As I already mentioned, I will go to the extreme to get my winnings and certainly not lose a single cent of it, even if they make me wait

Die neuerliche Überprüfung meiner Dokumente dauert auch schon wieder 3 Tage damit sie mir dann morgen wieder sagen können das sie sie nicht akzeptieren.

Wie schon erwähnt, ich werde bis ans Äußerste gehen um an meinen Gewinn zu kommen und sicher keinen einzigen Cent davon verspielen, auch wenn sie mich warten lassen

Dear nicigranitzer, it seems like the PDF you submitted is not the right one. I have sent you a link to the instructions on how to get the correct PDF statement. Please, let us know if you will be able to get it.

I did it several times as in your instructions.

I also printed it out, scanned it again, and uploaded it. I couldn't get any more PDFs, but they still didn't accept any of it. And why? Because they don't accept it and don't want to pay out!

Das hab ich mehrmals so gemacht wie in deiner Anleitung.

ich hab’s auch ausgedruckt wieder eingescannt und hoch geladen, mehr pdf geht dann nicht mehr, es wieder aber nichts davon akzeptiert. Und warum? Weil sie nicht akzeptieren und auch nicht auszahlen wollen!

Please, do it once more like in a guide I sent to you and send me the PDF document you got. Please, do not use the "print" feature to save the page as PDF, or do not make a printout and scan, none of these would work for the casino.

Hello Pavel, I've forwarded you the bank statement I just submitted to Mr Bet for verification via email. I hope it finally works now.

Hallo Pavel ich habe Ihnen den Kontoauszug den ich jetzt gerade nochmal bei Mr Bet zur Verifizierung eingereicht habe, per E- Mail weitergeleitet. Ich hoffe das es nun endlich klappt

Thank you nicigranitzer! It looks like the correct one!

Mr Bet Casino, please, let us know if the provided statement sufficient for the verification.

Mr Bet Casino, please, let us know what exactly is wrong with the player's PDF statement.

Mr Bet Casino and Pavel!

Now I feel like I've been completely ripped off regarding my verification!

Mr Bet Casino und Pavel!

Num komm ich mir bezüglich meiner Verifizierung komplett verarscht vor!

Dear Pavel,

The user uploaded a scan of a printed bank statement the previous time. We had previously requested the original statement in pdf format with the requested deposit. 

The documents are now in check, we are doing our best to review the current document as soon as possible. 

As far as I am aware, the player had submitted the PDF statement and not a scan the last time, but had it rejected as well, which was reflected in her account. So, the information is account was wrong and the document is still under review?

Dear Pavel,

At the time of yesterday's reply, the user had uploaded a scan of the pdf document and for that reason we rejected it.

However, he uploaded a new document on the verification page, so we hope that this time it is the original pdf and that it can be accepted, which is why we asked them to wait for the verification of the document. 

If the uploaded document will be a scan again, please, provide me an e-mail to which I would send the normal PDF so you we can confirm that it is not a scan.

Dear Pavel, dear Guru Team!

I thank you from the bottom of my heart for your support.

My account was successfully verified today at 12:12 PM and 4 minutes later my entire winnings were in my account.

You've successfully closed another case! Thanks Pavel for everything.

Lieber Pavel, liebes Guru Team!

Ich danke euch von Herzen für eure Unterstützung.

Mein Konto wurde heute um 12:12 Uhr erfolgreich verifiziert und 4 Minuten später war mein gesamter Gewinn auf dem Konto.

ihr habt wieder einen Fall erfolgreich abgeschlossen! Danke Pavel für alles

Hooray!

nicigranitzer, are you going to withdraw your funds? If yes, I can hold the complaint opened until you withdraw the full balance.

Thank you Pavel, the entire amount has been credited to my bank account.

The case is solved, thank you very much

Danke Pavel der gesamte Betrag ist auf meinem Bankkonto gut geschrieben.

Der Fall ist gelöst vielen lieben dank

Dear nicigranitzer,

We’re thrilled to hear that your issue has been successfully resolved, and we’ll be marking the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation throughout the process. We’re glad that our intervention helped to resolve the situation, and we’re always here to support you if you encounter any other issues with this or any other casino in the future. Please don’t hesitate to reach out to our Complaint Resolution Center—we’re committed to helping players like you.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also assist others who are considering contacting us for help with online casino-related issues.

Thank you in advance for your time.

Best regards,

Pavel Kaczynski

Casino.Guru