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Systematic Withdrawal Obstruction, Bad Faith Verification Loops, and Identity Security Concerns -

As shown in my transaction history, my withdrawal has been pending for 10 days with never-ending loops asking for the same documents over and over again. Even though the casino acts as if they never received them, I clearly sent through their verification system a 4-page PDF bank statement with my name and address on it, a picture of the front and the back of the card linked to that bank account, along with a selfie of me holding it.

1. The Deliberate Verification Loop: 

Initially, I submitted my official BMO bank statement (PDF). The casino moved to the next step by requesting a photo of my bank card, which confirms the statement had been accepted at that time. However, after providing the card photo, they rejected it because my name is not physically 'engraved'—a common feature of modern bank cards. Instead of relying on the bank statement already in their possession, they restarted the loop, pretending they needed the statement a 2nd, 3rd, and now a 4th time.

2. Playing Innocent and The "Investigation" Fraud:

After days of stalling, trying to understand their point of vue, the casino claimed my account was going under 'investigation' with no specific timeframe. Today, after 10 days of silence, I finally confronted them and gave them a clear ultimatum: either they release my funds or I would expose their practices. Strangely, immediately after this ultimatum, they suddenly 'reset' the process and asked for my PDF bank statement yet again.

This is a calculated tactical amnesia designed to reset the clock on the withdrawal and protect themselves again, as they did nothing wrong. They have also placed a red alert marker on my account to gaslight me into thinking I am the one failing the process.

3. Final Exposure:

Let's be clear here.

Mr. Bet is executing a strategy of exhaustion. By hiding behind offshore 'Managers' and systematically using a translator as a shield, scripted emails and replies, they deliberately create a linguistic and administrative "grey zone" to confuse on purpose.

This allows them to justify chaos and convenient misunderstandings to avoid their obligations. Furthermore, I am now deeply concerned that this repetitive harvesting of my legal documents is a front for identity theft. Ultimately, I feel defrauded of my initial deposit, as they accepted my money instantly but are now using tactics to prevent any recovery.

I have provided irrefutable proof of identity. The casino is hiding behind a false pretense of 'security' to operate in a legal grey zone, but their actions are simple: they are keeping money that does not belong to them. I am no longer just asking for my winnings; I am demanding the legality and return of the funds I deposited, which they are effectively stealing through these fraudulent delays. 

I request CasinoGuru to flag this operator for bad faith practices and ensure my funds are released immediately. Thank you in advance.

I also asked them to change the name on my account since I quick created it using google and had a business name instead of my real name. They still haven't change it to this day. Sadly most of the screenshots are in French so I won't be including them.

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 SlotTamer,

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

Dear SlotTamer,

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.

Hello Karla, and thank you for your time.

Unfortunately, the situation has not evolved. Communication with Mr. Bet remains extremely difficult as they seem to rely on automated or poorly translated responses. They keep repeating the same circular arguments, claiming they haven't received my bank statement, even though I have provided it multiple times.

To make matters worse, I am now unable to upload the documents again on their platform because their interface is glitched. The upload button is currently unresponsive/frozen.

I have already provided the maximum level of documentation available. I sent an official 4-page PDF bank statement showing my name, account number, and the Interac transactions made to Mr. Bet.

The document they are requesting (a bank statement displaying a debit card number for an Interac payment) does not exist in the Canadian banking system. In Canada, Interac transactions are account-based, not card-based. I cannot provide a document that my bank simply does not issue.

Thank you for your assistance in this matter.

Dear SlotTamer,

Thank you very much for your response. Please allow me to ask you a few questions so I can understand the situation completely:

• Have you made any successful withdrawals from this casino before?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games only, or did you also place sports bets?
• Could you please share your communication with the casino regarding the delayed withdrawal? You may send emails or chat transcripts to attila.g@casino.guru, or post screenshots directly here in the thread.

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

Karla

Dear SlotTamer,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Romi, romana.r@casino.guru . This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Thank you for your time and care in this matter.

Hello,

My name is Romi, and I will be assisting you with your case. I would like to request the presence of a representative from the casino in this conversation.

Dear Mr Bet Casino,

Could you possibly provide additional information regarding the withdrawal and clarify the situation?

Thank you in advance.

Respectfully,

Romi

Dear Romi,

Regarding the reported issues with the user’s withdrawal and verification process, please find the clarification below:

• Bank Card Verification: The user uploaded a photo of their bank card; however, the card does not display the cardholder’s full name. In such cases, to verify the payment method, one of the following documents is required:

• Card Confirmation: An official bank document showing the card number and the cardholder’s full name. This can be a card statement with the first 6 and last 4 digits of the card number and the account holder’s full name.

• Deposit Confirmation: A document confirming a specific deposit to our platform (e.g., dated 2026-01-13), showing the exact transaction amount, date, and time, along with the account holder’s full name.

Currently, the document provided by the user was accepted for proof of address verification, but it cannot be used to verify the card because it lacks the card number, full name and a deposit to our platform.

Name Change Request:

The user also requested a name change in line with GDPR procedures. This request has been processed, and the name was updated as of 2026-02-03.

Next Steps:

The user has not uploaded any further documents since 2026-01-23. Verification for the card and withdrawal can proceed as soon as the required documents are submitted.

Hi @MR BET

Could you please explain why you need informations related to my card when I deposited using Interac e-transfer?

That'd make more sense if you would be asking for banking informations instead. Since I had to login to my secured banking portal with 2 step verification, get a security code by SMS, enter it on the portal. And then make the e-transfer to you.

So please explain me what the card is doing into this if I haven't even needed or used it to make the payment?

Plus, I don't see why my name on a card is relevant when you got my full PDF bank statement showing the transaction ID + my name.

And again, if I haven't even used it to make the payment to you.

I don't see who else could login to my bank portal and send e-transfers.

I did not upload any further documents since 2026-01-23 because

I simply can't provide a document my bank doesn't issue.

Let's say we don't get to an agreement.

How will you proceed to reimbourse my deposit?

Thank you, Mr Bet Casino, for the update.

Could you kindly reply to users' additional questions?

Thank you.

Respectfully,

Romi

At this point I just want my deposit back.

The same way I sent it to them, so maybe they’ll finally figure out that the bank account informations I provided are mine, and only mine. Otherwise I wouldnt be asking for a refund if the bank account wasn’t mine and the money would go somewhere else.

You can keep the extra funds.

If you disagree with sending back the money the same way it was sent, this is straight up fraud/stealing.

I need Mr Bet’s verification they aren’t a scam.

Could you please provide the required documentation?

Dear SlotTamer,

According to our records, the deposit in question was made using a card. You previously provided a photo of the card; however, the cardholder’s full name was not visible, which is why additional verification was requested.

To proceed, we offered the following alternative options:

• Card statement – A statement showing the first 6 and last 4 digits of the card number, along with the full name of the cardholder.
• Deposit confirmation for 40.00 CAD dated 2026-01-13 – This may be either a bank statement or a separate document confirming this specific transaction. The document must clearly display the amount, date, time, and the account holder’s full name.
• Card confirmation document – An official document issued by the bank confirming card ownership.

You did upload a bank statement, and it was successfully accepted as proof of address. However, the requested deposit transaction (40.00 CAD on 2026-01-13) is not visible on that statement, which is why it cannot be used to verify the payment method.

Please understand that verification requirements are based on the payment method registered and processed in our system. The purpose is to confirm ownership of the funding source and ensure compliance with security and regulatory standards.

We remain ready to review any of the documents listed above and assist you further once they are provided.

Hi Mr Bet,

I don’t know where you get the information that the deposit was made using a card.

It was made with an E-TRANSFER from my online banking portal (which is my bank account). Therefore, the relevant information required should be the account number used for the wire. Which you already have.

Plus the date and amount of the transaction shown in the 4 pages PDF statement I sent you. Where the 40$ transfer is CLEARLY shown.

In no way I used my card to make the payment so it’s irrevelant to ask for it (even if I sent you all the info regarding this as well)

You are irrevelant and wasting my time and stealing my money using systematic verification loops which are irrevelant to the actual situation.

I kindly (and simply) ask you to return the money you received to where it was sent, since you are unable to verify my identity despite having the maximum information to do so.

Again, I cannot invent or create documents my BANK DOESN’T ISSUE.

By the way, go have a look at the latest reviews of your casino and tell me I am wrong. Nobody seems able to get verified. Prove me I didn’t send all of my personal infos to a scam company.

Thank you.

Dear SlotTamer,

The information regarding a card deposit is reflected in our system records. We would not request verification for a card payment method unless it had been registered and processed accordingly. At this time, the details previously provided remain accurate and unchanged.

According to our records, the deposit in question was made using a card. You previously provided a photo of the card; however, the cardholder’s full name was not visible, which is why additional verification was requested.

To proceed, we offered the following alternative options:

• Card statement – A statement showing the first 6 and last 4 digits of the card number, along with the full name of the cardholder.

• Deposit confirmation for 40.00 CAD dated 2026-01-13 – This may be either a bank statement or a separate document confirming this specific transaction. The document must clearly display the amount, date, time, and the account holder’s full name.

• Card confirmation document – An official document issued by the bank confirming card ownership.

You did upload a bank statement, and it was successfully accepted as proof of address. However, the requested deposit transaction (40.00 CAD on 2026-01-13) is not visible on that statement, which is why it cannot be used to verify the payment method.

This remains the current and only information available to us. If you are unable to provide confirmation for the card deposit, please inform the casino’s support team directly. We will coordinate with the relevant department to review the case further and attempt to find a possible solution, or provide you with an official outcome regarding the verification process.

We appreciate your cooperation and look forward to your response.

« • Deposit confirmation for 40.00 CAD dated 2026-01-13 – This may be either a bank statement or a separate document confirming this specific transaction. The document must clearly display the amount, date, time, and the account holder’s full name. »

I guess the statement was just tossed aside to keep this loop going, then? The deposit is right there on the document. Could someone actually open it this time?

Thank you, Mr Bet Casino, for the information.

Dear user,

Please provide the documents requested by the casino as soon as possible.

Thank you.

Respectfully,

Romi

Dear SlotTamer,

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.

Hi Romi, I sent them, again, the requested document nearly a week ago, after your initial reply: 

"FULL OFFICIAL 4 PAGES PDF BANK STATEMENT" issued by the BANK OF MONTREAL.

This is the e-mail they sent me after I submitted the document for the third time:

« In Canada, all major financial institutions provide monthly e-Statements in PDF format through their online banking portals or mobile apps. These official documents invariably include the account holder's name, the masked card or account number, and the transaction history. This is the standard documentation we require; it is not a specialized receipt, but rather the official record of your account activity. »

Mr Bet is unable to verify a legitimate official bank statement - yet they're trying to lecture me on what a Canadian bank statement is? 

The core of the issue is a technical impossibility:

• The deposit (40.00 CAD on 2026-01-13) was made via Interac e-Transfer through my secure online banking portal, not as a direct debit card transaction.
• Mr Bet then asks for verification concerning my debit card, states it has no engraved name on it. That's how BMO do their cards wtf you want me to do. Then ask to prove ownership of the card from a banking statement. Which is impossible for me to provide since : 👇
• In Canada, bank statements do not display a debit card number for Interac transfers or banking statements. They show the banking account number, transaction details, date, and amount, all of which are present on the document I provided.
• The Conflict: Mr. Bet is requesting a document that simply does not exist in the Canadian banking system.

This verification loop has now been going on for nearly 2 months.

I play on multiple platforms and have never had any issue completing KYC verification - including:

GGPoker, PokerStars, 888, Betty.com, LeoVegas, any Kahnawà:ke Gaming Commission brand, the CasinoReward group, and even Loto-Quebec, which is government-operated.

The same official bank statement was accepted elsewhere without issue.

I think Mr Bet is the one here that needs a lecture about what a Canadian bank statement is and how it is governed by strict banking standards.

For clarity, the deposit was made via Interac e-Transfer through my secure online banking portal — not with a debit card transaction.

Therefore, Mr Bet asking for the debit card number showing on the statement is irrelevant.

I am certain they are fully aware of this technicality; it’s a tactic to keep the verification loop going indefinitely by requesting a document banks simply does not issue.

It is clear to me that this is a "strategy of exhaustion"—an abuse of an administrative "grey zone" designed to confuse players and provide pretext to seize funds.

My financial institution does not issue bank statements displaying a debit card number for Interac transactions.

I have provided the most official and comprehensive documentation possible under Canadian banking standards.

Dear Mr Bet Casino,

I believe the explanation from the player was pretty clear. Therefore, I kindly ask you to consider it and inform us about what should be done next so we don't go in circles here.

Thank you in advance.

Respectfully,

Romi

Thank you, Romi.

To be completely honest, I’m a very patient person. I’ve had money sitting on poker/casino plateforms for months before without even thinking about withdrawing it.

However, after nearly two months of going in circles in this verification loop, I eventually lost hope that this situation would ever be resolved. Since it seemed increasingly unlikely that I would ever see that money anyway, I simply decided to play it off and move on.

At this point, I no longer feel the need to pursue verification. The experience itself has already made the decision for me.

I have no interest in supporting or playing on platforms that operate with this kind of approach toward their players. There are more than enough reputable casinos out there that handle verification in a transparent and reasonable way.

Casinos earn their reputation by how they treat players when it’s time to withdraw, not when it’s time to deposit. This experience was enough for me to know where I won’t be playing again.

Dear Romi,

The user did attempt to make a deposit via Interac, but it was not successful. In our system, the only deposit recorded as successful is via the bank_cards_mc method.

The user needs to upload a document:

the name on the card is relevant, as according to our rule 2.1.10, the payment methods used must belong to the client. Since the deposit was made with a card, we specifically require card verification.

Regarding Proof of Payment, the user has not provided a PDF statement showing the deposit. They may be referring to a document submitted for Proof of Address, but in that case, the statement still does not show the card mask. To accept a general statement for card verification, the card mask must be visible.

Since 2026-02-25, the user has not uploaded anything to the verification page.

Dear All,

We will try to clarify with the relevant department on our side whether this could be an error and will provide the user’s explanation again to ensure everything is clear.

Dear Romi,

Could you please advise what we should do if it turns out that the user did pay by card but is simply unable to verify this payment method? Unfortunately, we cannot remove it from the verification process, as it is part of the security checks.

Dear user,

I am really sorry for the whole situation of yours and that it has to finish this way.

Unfortunately, as long as there is no money left in your account, I have to close this complaint now.

Please don't hesitate to contact us if you ever experience any issues with this or any other online casino.

Best regards,

Romi