Mr Bet Casino - Igrač tvrdi da mu je isplata odložena.

I created an account on Mr Bet and made a total of 5 deposits (all using my personal Raiffeisen bank card, no bonuses used). I played only blackjack and managed to win around 35,400 RON.

After requesting the withdrawal, I was asked to verify my identity and submit proof of address. I successfully submitted my ID, selfie and the payment card used for the deposits.

As proof of address, I provided multiple official documents (a Raiffeisen bank statement, a utility bill and a residence certificate issued by the police). These were all rejected because they do not include a ZIP code (which unfortunately is not shown on these official documents).

Then I submitted a Revolut statement which clearly shows my full name, full address including ZIP code, but this was also rejected, the support told me that "our system does not accept Revolut as a valid bank statement", without any further explanation.

I have now been waiting for more than a week and still do not have any clear feedback, despite having complied fully and offering to provide any additional documentation required.

I hope this can be resolved soon and I remain fully willing to provide any other document that may be required.

Dear player,

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 the 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

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, 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.

Dear player,

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.

Dear player,

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.

Hello,

In the end, they did transfer the money within about two weeks — the full amount. Thank you very much for your help, I really appreciate it, and I apologize for not replying earlier. Since the last part of the payment only came through today, that’s why I hadn’t responded until now. Although the withdrawal process took quite a while to complete (from the night between August 11th and 12th), in the end they were reliable and paid everything.

Thank you a lot for your help!

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

Dear player,

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,

Dominika