Mr Bet Casino - Povlačenje igrača je odloženo i račun je u fazi verifikacije.

I would like to file a complaint against Mr. Bet Casino regarding a delayed withdrawal of 15,000 PLN and an ongoing verification issue that has now lasted for approximately three weeks.

The casino claims that deposits made on 27 May 2026 are not visible on my payment statement. This statement is incorrect.

I have submitted the requested PDF transaction history from my Skrill account on three separate occasions. The transaction in question is clearly present in the PDF. However, Skrill processed the payment through currency conversion, which means the amount appears as 5.90 EUR. I specifically informed the verification department about this conversion and explained why the transaction appears in EUR rather than PLN. Despite this explanation, my information appears to have been ignored and the documents were repeatedly rejected.

In addition, I submitted screenshots of the transaction history three times, including all transaction details requested by the casino. These screenshots clearly show the relevant transaction and identifying information. Nevertheless, the screenshots were also rejected without a satisfactory explanation.

The casino has provided contradictory information throughout the process. First, I was informed that my documents had been rejected. Later, support informed me that the case was still under review and that previous rejection messages could have been generated automatically by the system. Meanwhile, my withdrawal remains blocked.

I have fully cooperated with every verification request and provided all evidence requested by the casino multiple times. Despite this, the verification process has been ongoing for nearly three weeks with no resolution.

I kindly ask Casino Guru to investigate this matter, review the evidence, and assist in resolving the dispute. I believe I have provided sufficient proof of the transaction, while the casino has failed to properly assess the documents submitted.

Disputed amount: 15,000 PLN

Casino: Mr. Bet Casino

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

• Could you please explain why the deposit appears in a different currency than the one used for the transaction with the casino? Was the currency conversion performed automatically by Skrill, or was the deposit originally made in EUR?
• Also, could you please confirm whether verification of this particular deposit is the only remaining verification step, or whether the casino has requested any additional documents or checks before processing your withdrawal?

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

Best regards,

Attila

Thank you for taking care of my case ❤️🙏

Yes, Skrill automatically converted this amount.

They just need confirmation of payment.

My account is fully verified in terms of identity

Dear Anma933,

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, Barbora (barbora.p@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,

Attila

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite Mr Bet Casino representative to join this conversation.

Dear Mr Bet Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Dear Barbora,

I would like to inform you that Mr Bet Casino has already resolved my issue. The verification process was completed successfully, and my funds have been paid out.

Thank you very much for your assistance and support throughout this case.

I would also like to thank Mr Bet Casino for resolving the matter and processing my withdrawal.

The issue has now been resolved to my satisfaction.

Dear Anma933,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

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.

An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Barbora

Casino.Guru