Mr Bet Casino - Otpremanje dokumenta igrača je odbijeno.

I was supposed to upload my bank statements and they were not accepted.

Ich sollte meine Kontoauszüge hochladen und sie werden nicht akzeptiert

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Has the casino specified why your bank statements were not accepted for verification?
• Did you upload the bank statements in the correct format, and do they cover the requested timeframe (usually the last 3 months)?
• Have you uploaded any other documents for verification, and if so, have they already been reviewed by the relevant department?
• When was the last time you uploaded your bank statements to the casino for verification?

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

Best regards

Veronika

I've tried uploading my bank statements with the relevant payments several times, and it keeps saying they couldn't be verified. The last time was about two days ago. Months ago, I had to upload my bank statements without any problems. I also had no issues verifying the address I had to upload this time.

Best regards,

Sandra

Ich habe schon mehrere Male versucht meine Kontoauszüge mit den betreffenden Zahlungen hochzuladen und immer wieder steht da das es nicht verifiziert werden konnte. Das letzte mal vor ca. 2 Tagen. Vor Monaten sollte ich schonmal meine Kontoauszüge hochladen und da gab es keine Probleme. Bei meiner prüfung der Adresse die ich jetzt hochladen musste hatte ich keine Probleme.

Liebe Grüße,

Sandra

Please forward me the bank statements that you sent most recently to the casino at veronika.f@casino.guru. Kindly include all the communication between you and the casino customer support regarding the problems with the verification as well. Thank you for your cooperation.

I sent you the bank statements by email. I contacted the casino a few times but never received a reply. Thank you for your help.

Ich habe Ihnen die Kontoauszüge per email geschickt. Ich habe das Casino ein paar mal angeschrieben aber nie eine Antwort erhalten. Vielen Dank für Ihre Hilfe.

Dear rotengel

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, Samuel (samuel.s@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,

Veronika

Hello Veronika,

Thank you very much for your

Help.

Best regards

Hallo Veronika,

Ich danke Ihnen vielmals für Ihre

Hilfe.

Liebe Grüße

Dear rotengel,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please feel free to share them with me.

As part of our standard procedure, I’m also inviting a representative from Mr Bet Casino to join this conversation. Their participation should help us move the case forward more efficiently.

Dear Mr Bet Casino,

Could you please provide clarification regarding the player’s issue with the verification of their bank statements? The player reports repeated difficulties completing this step, so any details on the current status or required documents would be appreciated.

Thank you for your cooperation and timely response.

Best regards,

Samuel

Dear Samuel,

At this stage, we are still waiting for a valid Proof of Address (POA) from the user. The most recently uploaded PDF shows visible signs of editing. Previous documents were rejected for the following reasons: an edited screenshot of a statement without an address, a screenshot of a statement without an address, a screenshot of a telecommunications payment, a photo of a telecommunications payment, and missing visibility of all four corners.

We are currently awaiting an appropriate POA.

Hello,

It now says that my profile has been verified.

Do you now have all the documents from me, or do you still need anything?

Best regards

Hallo,

ich habe jetzt da stehen das mein Profil verifiziert wurde.

Haben Sie jetzt alle Dokumente von mir oder benötigen Sie noch etwas?

Beste Grüße

Hello everyone,

Thank you, casino representative, for the detailed explanation regarding the issues with the Proof of Address. The clarification is very helpful in understanding the verification delays.

Dear rotengel, since your profile now shows as verified, that is a very positive development. To make sure everything is fully resolved, could you please let us know whether the casino has also contacted you directly outside this thread to confirm that all documents have been accepted? If possible, please provide supporting evidence, such as a screenshot or copy of the communication, so we can verify that the process is complete on both sides.

Thank you both, and I will await your responses.

Hello Samuel,

My account has been verified since November 20th, but the tracking information for my withdrawal request still shows that the verification is pending. I still haven't received my money, and the casino hasn't contacted me.

Best regards

Hallo Samuel,

Seit dem 20.11. ist mein Konto verifiziert aber im Verlauf wo ich meine Auszahlung beantragt habe steht das die Überprüfung noch aussteht. Ich habe mein Geld immer noch nicht bekommen und das Casino hat mich auch nicht kontaktiert.

Liebe Grüße

I took another screenshot.

Ich habe noch einen Screenshot gemacht.

Hello Samuel,

Now it says again that they couldn't verify my account. I'm starting to get desperate...

Hallo Samuel,

Jetzt steht da wieder das sie mein Konto nicht verifizieren konnten. Ich bin langsam am verzweifeln...

And now I can't upload anything anymore. When I email them, I don't get a reply.

Und jetzt kann ich nichts mehr hochladen. Wenn ich denen eine Email schreibe bekomme ich keine Antwort.

Hello rotengel and MrBet Casino Team,

thank you rotengel for the screenshots and updates. We will wait to see the casino’s response.

MrBet Casino Team, could you please check with your verification and payments departments and clarify:

1. Why the player’s account was verified and then blocked again.
2. How the player should proceed with verification, since the document upload is currently blocked.

Thank you for your cooperation.

Samuel,

The user’s most recently uploaded document has been approved, and the withdrawal has already been processed.

Thank you very much for your help.

Best regards

Ich danke Ihnen vielmals für Ihre Hilfe.

Liebe Grüße

Hi everyone,

Thank you, casino representative, for the information and your cooperation.

Just to confirm, rotengel can you let me know if you have received all your withdrawal funds?

Thanks!

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

Dear rotengel,

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,

Samuel