mBitCasino - Zahtev igrača za povlačenje je odložen zbog KYC-a.

Ladies and Gentlemen

On Sunday, August 23, 2026, I decided to register and deposit at mBitcasino. I selected a bonus that credited me with €20+. I successfully fulfilled the wagering requirements, everything was easy. So, I wanted to withdraw immediately after fulfilling the requirements. I didn't think anything of it at first, but 5 minutes later, the "request" was rejected. Then I immediately received an email stating that I had to complete a KYC verification with the requested information. So far, so good. I sent my information back to the email address. The waiting time for a response was 24-48 hours, and today is August 26, 2026, and I still haven't received a reply. I even sent new, better pictures. So, I'm asking for your help so that I can finally get a response from the KYC department.

Thank you.

Sehr geehrte Damen und Herren,

Am Sonntag der 23.08.26 habe ich mir gedacht, bei mBitcasino anzumelden und einzuzahlen. Habe eine Boni ausgewählt wo 20€ + gutgeschrieben wurden. Habe diesen erfolgreich umgesetzt alles easy. So, wollte direkt nach dem Umsetzen auszahlen. Habe mir erst nichts gedacht, 5 Min später wurde diese "Anfrage" rejected. So dann direkt eMail dass ich eine KYC machen muss mit den geforderten Daten. Soweit so gut, direkt an die eMail meine Daten zurück gesendet. Wartezeit sind 24-48h dass man Rückmeldung bekommt, so heute ist der 26.08.26 und bis dato keine Antwort. Habe sogar nochmals mit neuen besseren Bilder geschickt. So, ich bitte um eure Hilfe das ich endlich eine Antwort von der KYC Abteilung bekomme.

vielen dank.

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.

Hello,

Thank you very much for submitting your complaint. I’m truly sorry to hear about the difficulties you’re experiencing.

Please understand that KYC (Know Your Customer) verification is an important and mandatory process designed to ensure the security of both players and the casino. Since online casinos cannot verify identities in person, this is the only way to confirm that the account and funds belong to the rightful owner. Licensed and reputable casinos treat this step with great care, and although it can sometimes take a few working days to complete, it is carried out to protect you and prevent any misuse of your account.

To better understand your situation and move the process forward, could you please provide the following details:

1. Which documents have you already submitted to the casino, and when exactly did you send the most recent one?
2. Were you able to submit all required documents promptly and in the correct format?
3. Has the casino requested any additional documents recently, and if so, which ones?
4. Are there any documents in your account that are currently pending verification?

I truly hope we will be able to help you resolve this matter as quickly as possible. Thank you in advance for your reply and cooperation.

Best regards,

Veronika