Mr Bet Casino - Povlačenje igrača je odloženo zbog problema sa verifikacijom.

I requested a withdrawal of approximately 25,054 NOK on 2 July 2026. Since then, more than 26 days have passed.

The casino has repeatedly requested KYC documents. I have provided everything they asked for, including my passport, proof of address, bank statement, employment contract, payslips and additional original photos of the documents.

Despite submitting all requested documents several times, my verification has still not been completed. The casino only keeps replying that my documents have been forwarded to the relevant department and asks me to wait. They do not provide any timeframe or explanation for the delay.

My winnings were not generated from bonus funds. I accidentally accepted a later deposit bonus, but the winnings I am trying to withdraw were already in my account before that.

I believe I have fully cooperated with the verification process. I am asking Casino Guru to help resolve this issue and ensure that the casino completes the verification and pays my legitimate withdrawal without any further unreasonable delays.

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 sorry to hear about your negative experience with Mr Bet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your player's account accessible to you? Can you log in?
• Could you please list which documents you were asked to provide to the casino? Which documents were accepted and which were not?

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

Best regards,

Tomas

Hello Tomas,

Thank you for your reply.

Yes, my player account is fully accessible and I can log in without any problems.

The casino requested the following documents:

Passport

Proof of address

Bank statement

Employment contract

Payslips

Additional original photos of my documents showing all four corners

I submitted all of these documents several times.

As far as I know, my passport, proof of address, bank statement, employment contract and payslips have all been received. However, the casino has never clearly confirmed that my verification is complete. Instead, they keep telling me that my documents have been forwarded to the relevant department and ask me to wait.

I have fully cooperated with every request, but after more than a month my withdrawal of 25,054 NOK is still pending.

Thank you very much for your assistance.

Dear Aekara212121,

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, Lucia (lucia.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,

Tomas

Hello Aekara212121,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

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 issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lucia

Dear Lucia,

We would like to inform that your account has been successfully verified.

According to Clause 5.10.3 of the Terms and Conditions, a minimum wagering requirement of 2x the deposited amount must normally be met before a withdrawal can be processed. If the total amount wagered is lower than the deposited amount, we reserve the right to cancel any winnings and apply a 10% commission fee.

This provision applies to the deposit of 360 kr made on 20 July 2026.

However, in this particular case, the customer may submit a withdrawal request for 22,776 kr without completing the applicable wagering requirement. The amount currently available for withdrawal is 22,776.64 kr.

Kind regards,

Mr Bet Team

Dear Mr Bet Casino Team,

thank you for the update and clarification.

Dear Aekara212121,

Could you please confirm whether your account is now working properly and whether you are able to submit withdrawals?

Also, do you currently have any pending withdrawals, or have any withdrawals already been successfully processed?

Hello Lucia,

Yes, my account is now working properly and the verification has been completed.

Yesterday I was able to submit a new withdrawal request for 22,776 NOK, as indicated by Mr Bet. The withdrawal is currently pending and has not yet been processed or received.

I will keep you updated as soon as the status of the withdrawal changes or the funds are received.

Thank you very much for your continued assistance.

Dear Aekara212121,

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.

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

Dear Aekara212121,

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,

Lucia