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I deposited €40, played, and won a total of €1700. When I attempted to withdraw the prize money, they requested I verify my account again with my documents. I sent the documents; they accepted some but kept requesting more and more documents for different things. They asked for details of a credit card from which I had previously made deposits and withdrawals, transaction proofs through Apple Pay, and pictures of my Apple Pay wallet to verify the €40 deposit I made on 01/04/25. Despite providing all this, they asked for more bank statements. I submitted everything, leading them to request a statement for a week showing the €40 debited from my account, yet they still rejected the PDF proof I retrieved from my bank. This is becoming very intrusive regarding personal documentation. They keep asking and asking, but don't approve anything. I've been waiting for over 48 hours for a resolution or response from them, but it's always the same: "our team is verifying, it's part of the procedure," etc. I've previously withdrawn winnings of €750 several times to this same account where I requested the withdrawal this time. I spoke with an assistant on the phone, Isabela, who became my VIP assistant after some complaints. Suddenly, after telling them that I've spent over €20,000 in 2 years at Mr. Bet Casino and that the winnings weren't that significant, they made me a VIP and assigned me the VIP assistant, Isabela. However, she has the same script as the other assistants, saying she can't do anything and that we have to wait, as she told me via email and phone call. I consider this a great abuse of privacy and a lack of respect for a good customer, as I play a lot at their casino, and my winnings compared to my expenses are nothing significant, just a crumb. I would like to have this situation resolved as soon as possible, as I have recommended this casino to many people, and it seems that when it comes to amounts over €1000, they always create these situations based on feedback I've seen in various online chats. Can someone help me obtain the €1700 I won fairly?

Depositei 40€ joguei e ganhei um total de 1700€, tentei levantar o dinheiro do prémio os 1700€, e pediram me para verificar a conta de novo com os meus documentos, enviei os documentos aceitaram alguns e foram pedindo mais e mais documentos de coisas diferentes, pediram de um cartão de crédito para o qual já tinha efetuado depósitos e levantamentos, pediram provas de transação do Apple Pay, fotos da minha wallet Apple Pay para comprovar os 40€ de depósito que tinha feito dia 4/01/25, não chegando isso pediram me mais extratos bancários eu apresentei tudo até que me pediram um extrato de uma semana onde mostra os 40€ debitados na minha conta e mesmo assim recusam a prova enviada em pdf que retirei do meu banco. Está se a tornar muito invadido em termos de documentação pessoal, só pedem só pedem e não aprovam nada já aguardo há mais de 48 horas a solução é respira da parte deles mas é sempre a mesma estamos a verificar a nossa equipa está a verificar faz parte do procedimento etc. já saquei prémios que ganhei neste casino de 750€ várias vezes para esta mesma conta que pedi este saque desta vez. Já falei com uma assistente ao telefone Isabela que se tornou depois de algumas reclamações a minha assistente vip, derrepente depois de lhes dizer que já tinha gasto mais de 20 mil euros em 2 anos no casino mr. bet e que os ganhos não eram assim tão grandes tornaram me vip e deram me a minha assistente vip Isabela que até agora tem a mesma conversa que todos os outros assistentes, que não pode fazer nada que temos de aguardar, a mesma disse me isso por e mail e por chamada telefónica. Acho um grande abuso de privacidade e falta de respeito para com um bom cliente pois jogo muito no casino deles e os meus ganhos comparados com os meus gastos não são nada de mais são uma migalha. Gostava de ter esta situação resolvida o quanto antes, pois recomendei este casino para muitas pessoas e parece que quando se trata de valores acima dos 1000€ fazem sempre estas situações por feedbacks que tenho encontrado em vários chats online. Será que alguém me pode ajudar a obter os meus 1700€ que ganhei justamente?

Dear Xjsant09,

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 take KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format?

Have you made any successful withdrawals before?

Did you deposit money using a payment method registered in your name?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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, 

Dominika

Good morning, the situation is still the same as the verification I'm waiting for. I've just replied to your email where I've attached screenshots so you can see how I presented the information you requested. They just tell me to wait 48 hours, others say I'll have an answer in 12 hours .... But nothing happens, they just refuse my documents ...

Bom dia, a situação continua igual a verificação aguardo por ela. Acabo de responder pro seu e mail onde juntei capturas de ecrã para que possa ver como apresentei a informação que me solicitaram. Só me mandam esperas que pode levar 48 horas outros dizem que em 12 horas terei uma resposta …. Mas nada acontece só recusam os meus documentos …

look at this, exactly what they asked for, I gave it to them and they say it's no good and ask for it again

olhe pra isto exatamente o que eles pediram eu dei e dizem que não serve e pedem o mesmo de novo

Now they say they can only validate my account with a bank statement with my name and address on it showing the €40 transaction I made to play and win the €1700 at the casino. My bank won't issue me with a 10-day statement, so I'll have to wait until the beginning of February to get a statement for January .... And even then I bet they're going to refuse my documents again, I've already asked for another option, they say they can't just give me a bank statement... ridiculous and unfair because when it's to put money in the casino to play they don't need checks .... And my account was already verified ... I'm going to have my money tied up until the end of the month and from what I've seen from other testimonials it's their procedure to stall until they cancel the player's account .... They can't be scammers if they do that.

Agora dizem que só me validam a conta com um extrato bancário que tenha o meu nome e morada onde mostre a transação de 40€ que eu fiz para jogar e ganhar os 1700€ no casino. O meu banco não me emite um extrato de 10 dias vou ter de esperar pelo início do mês de fevereiro para obter o extrato do mês de janeiro …. E mesmo assim aposto que vão recusar os meus documentos de novo, já pedi outra opção dizem que não dá só mesmo um extrato bancário … ridículos e injustos pois quando é pra por lá dinheiro no casino pra jogar não precisam eles de verificações …. E a minha conta já estava verificada … vou ficar com o dinheiro preso até ao fim do mês e pelo que tenho visto de outros testemunhos é o procedimento deles empatarem até cancelarem a conta ao jogador …. Isto não pode ser são burlões se fizerem isso

Dear Xjsant09, has the casino informed you that you must wait until the end of January?

Have they explained why they do not accept the document showing your account movements?

The casino said that they don't accept my statements because they don't have my name and address. I managed to get a detailed statement of my account from 01/01/25 to 07/01/25, which they didn't accept because it doesn't have my name or address, just my account number, which should be enough because I've made a lot of transactions at their casino and I've already been verified. They ask me for a bank statement which, according to my bank, they only give me at the end of the month in the formats that the casino is asking for. I informed the casino that my bank could currently only provide me with the document I gave them, and that I would only be able to obtain the document they were asking for at the end of the month in the formats they requested. A statement showing the €40 transaction I made on 04/01/25 to play and win the €1700. They said we'd have to wait for that statement .... It's not a fair situation because there should be another way to check me for the second time without this transaction, they just got something they saw that I won't be able to get at the moment. So I'm going to wait for the statement and send it to them when my bank issues it, and then we'll see what the prognosis is, whether they'll accept it or make more problems or come up with something else .... Do you think something can be done? Can't you talk to mr. bet casino and try to find out if there really isn't another verification option because I've already sent lots of pdfs proving that I made the 40€ deposit photos screenshots I don't have anything else to send I'm really going to have to wait until the end of the month to try once again to get my money ....

O casino informou que não aceita os meus extratos pois não aparece o meu nome e morada, eu consegui obter um movimento detalhado da minha conta do dia 01/01/25 até 07/01/25 o qual não aceitaram pois não contem o meu nome nem a minha morada apenas o meu número de conta, que deveria ser suficiente visto na ter efetuado inúmeras transações no casino deles e de já ter passado por verificação. Eles pedem me um extrato bancário que segundo o meu banco só me fornecem no fim do mês nos formatos que o casino me está a pedir. Eu informei o casino que o meu banco de momento só me poderia fornecer o documento que lhes dei, e que apenas no fim do mês poderia obter o documento que eles pedem nos modelos que eles pedem. Extrato a montrar a transação de 40€ que fiz no dia 04/01/25 para jogar e ganhar os 1700€ os mesmo dizem que sendo assim teremos de esperar por esse extrato …. Não é uma situação justa pois devia de haver outra forma de me poder verificar pela segunda vez sem ser esta transação, simplesmente conseguiram algo que viram que de momento eu não irei conseguir obter. Visto isto vou esperar por o extrato e enviar para eles quando o meu banco emitir o mesmo, e aí vamos ver qual será o prognóstico, se aceitam ou se metem mais problemas ou inventam algo mais …. Você acha que se pode fazer algo? Não consegue falar com o mr. bet casino e tentar perceber se não existe mesmo outra opção de verificação é que eu já enviei imensos pdf a provar que fiz o depósito de 40€ fotos screenshots eu já não tenho mais nada para enviar vou mesmo ter de esperar por o fim do mês para tentar mais uma vez obter o meu dinheiro ….

I have just submitted the statement with my account number showing the payment of €40 at the mr. bet casino with the date and my account number, and I have also submitted a bank certificate with my account number and name and address so that you can see that the other pdf has my account number but does not have my name or address, but in the bank certificate you can see that the account number belongs to me. I don't think they need a better document than this, because one informs the owner of the other.

submeti agora mesmo o extrato com o meu número de conta onde mostra o pagamento de 40€ no casino do mr. bet com data e número da minha conta, e submeti também um certificado bancário onde vem com o meu número de conta e nome e morada para que possam ver que o outro pdf tem o meu número de conta não tem o meu nome nem morada mas no certificado bancário conseguem ver que aquele número de conta pertence há minha pessoa. Penso que melhor documento que este não precisam pois um informa o dono do outro .

See for yourself and I'll send you the documents so you can see that I'm right and they're just getting carried away

Veja por você mesmo vou lhe enviar os documentos para que possa ver que eu estou certo e eles estão só com implicância

look, it's all here, proving everything... can someone help me?

veja bem está tudo aqui a provar tudo … será que alguém me pode ajudar ?

This is what they're telling me... I wonder if we can get Mr. Bet to join the conversation so that someone can see that I've already sent the documents.... The proofs they're asking for in a pdf showing everything they're asking for ....0

Isto é o que me respondem … será que conseguimos chamar o mr bet para a conversa para que alguém possa ver que ja enviei os documentos…. As provas que me pedem em pdf onde mostra tudo o que pedem ….0

Thank you very much, Xjsant09, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hi Xjsant09,

I've just reviewed your case and am sorry to hear about your struggles with verification. I will try to help you by contacting the casino. We'll see what can be done when they reply.

In the meantime, could you explain why the screenshot of your Account Movements document you shared on 8.1.2025 has your name and address, but the screenshot you posted on 15.1.2025 doesn't have it? I guess it's supposed to be the same document.

Dear Mr Bet Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the player's verification?

If you have any supporting evidence, please send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

I understood that they were asking me to include my name and address and not just the account number, and they told me that I couldn't be the one to change the document and that it should come from the bank already changed, so I contacted my bank and my bank told me that they were very sorry but that they couldn't issue a document like the one I was being asked for before the end of the month, so I sent them the documents showing the transaction with my account number from which the 40€ they want to see was paid, and another document showing that the account number in that document belongs to me, with my address, my full name and my account number, all in pdf from my bank. I've already presented this proof, which is the proof that has been there for a week now, but they've refused it. All they can tell me is that it has to be a bank statement showing the payment of €40 in January. They won't give me any other solution and my bank says that it won't provide me with any other documents apart from the bank statement that I'll receive around the end of January 2025. I ask for a solution and they just tell me again and again that it has to be a bank statement with my name and address on it. I think the two documents I've submitted complement each other because they show that the account belongs to me.

As you can see above, it shows everything they're asking for and nothing has been changed. I changed it before because I realized I had to. After they told me I couldn't change the document, I sent them the most viable option I could find. My bank only gives me the statement in the format they want at the end of the month. My bank told me that this is how they work and that I'm not the first person to have this problem where someone needs a movement with their full name and address and that their system is just like that and isn't changed for anyone. I've explained this many times to mr. bet and they can't find a solution, they just tell me that I have to wait and present the statement as they want ..... In short, I have to wait until the end of January to get what they want in the format they want. I don't think it's fair because to put money in there to play they don't need to authenticate the account, they just receive it and they don't have any problems. I've checked my account before and I've made withdrawals before but never in the amount of 1700€ only in the amount of 750€ several times and there were never any problems for them it seems that now with this amount they want to create problems I don't understand why ... I'm a good customer of this casino I've played more than 20 thousand euros and I've never won or withdrawn anything close to that. As I said, they'll take any card to pay you, but if they're difficult, it seems that up to €750 they'll pay you without any problems, but more than that they don't want to pay you. They even told me that I could continue playing but that I could only withdraw the winnings once they had authenticated me in the format they wanted. What it means is that they want me to play the money to lose and not be able to withdraw it and then when I come back they will already have my account authenticated as has already happened to me once when I won 1700€ the first time I played and they said I could only withdraw 800€ because of the bonus I had that day when I started playing at mr. bet casino. bet casino, so even then they wouldn't authenticate my account because it didn't say my door number on my bank statement, but when I played and lost some of the money and gave the order to withdraw €400 they already authenticated my account and sent me €400. It doesn't make sense, I just want to have some money from what I've already played, I want to have the pleasure of playing and winning something significant like this prize that I won without a bonus, because after what happened the first time with the prize won with a bonus, I never played with a bonus again so as not to run the same risk, and now I've won fair and square and they don't want to pay me, they're being very complicated and difficult.

i would like this situation to be resolved well and quickly but it has been more than 10 days i just want this resolved with good feedback because i have already suggested this casino to many people and i have always spoken well of them and now they are leaving me compromised with the people i suggested because i have always said that they were a reliable casino and that they always paid and they have not failed me yet. I would like mr. bet casino to take this into consideration, I am a good customer and I have already suggested them a lot.

Eu entendi que eles me pediam que deviam constar o meu nome e morada e não apenas o número de conta, e eles disseram me que não podia ser eu a alterar o documento e que deveria do banco já alterado, então eu contactei o meu banco e o meu banco me disse que lamentava muito mas que não conseguiam emitir um documento como o que me estava a ser pedido antes do fim do mês, então eu enviei os documentos onde mostra a transação com o meu número de conta de onde foram pagos os 40€ que eles tanto querem ver, e outro documento onde mostra que o número de conta que vem nesse documento pertence a mim onde tem a minha morada o meu nome completo o meu número de conta tudo em pdf sacado do meu banco. Eu já apresentei essa prova que é a prova que está lá já faz uma semana mais dia menos dia, que foi recusado por eles que só me sabem dizer que tem de ser um extrato bancário onde mostra o pagamento de 40€ no mês de janeiro. Não me dão outra solução e o meu banco diz que não me fornece mais nenhum documento sem ser o extrato bancário que receberei por volta do final deste mês de janeiro de 2025. Peço uma solução e apenas me dizem repetidamente que tem de ser um extrato bancário com o meu nome e morada. Penso que os dois documentos que apresentei se completam pois mostra que a conta me pertence.

como pode ver acima mostra tudo o que eles me pedem e nada foi alterado. Anteriormente alterei pois percebi que tinha de ser assim, depois de me informarem que eu não poderia alterar o documento enviei para eles a opção mais viável que estava ao meu alcance. O meu banco só me dá o extrato no formato que eles querem no final do mês. O meu banco disse me que funcionam assim e que não sou o primeiro com este problema em que alguém precisa de um movimento com o nome completo e morada e que o sistema deles é mesmo assim e não é alterado para ninguém. Eu já expliquei isto muitas vezes para o mr. bet e não me arranjam uma solução apenas me dizem o mesmo que tenho de esperar e apresentar o extrato como eles querem …. Resumindo tenho de esperar por o final do mês de janeiro para obter o que eles querem no formato que eles querem. Não acho justo pois para meter dinheiro lá para jogar não precisam de autenticar conta apenas recebem e não teem problemas. Já tinha verificado a minha conta anteriormente e já tinha feito saques anteriormente mas nunca no valor de 1700€ apenas no valor de 750€ por várias vezes e nunca ouve problemas para eles parece que agora com este valor estão a querer criar problemas não percebo porque … eu sou bom cliente deste casino já joguei mais de 20 mil euros e nunca ganhei nem perto disso ou saquei algo perto disso. Como disse para receber eles aceitam qualquer cartão para pagar já se armão em difíceis parece que até 750€ pagam sem problemas e mais que esse valor não querem pagar. Ainda me disseram que poderia continuar a jogar mas sacar o prémio só mesmo depois de terem a autenticação no formato que querem. O que dá a entender é que querem que jogue o dinheiro para perder e não poder sacar e depois quando voltar já irão ter a minha conta autenticada como já me aconteceu uma vez que ganhei 1700€ logo das primeiras vezes que joguei e disseram que só podia sacar 800€ por causa do bónus que tinha nesse dia logo quando comecei a jogar no casino mr. bet, então mesmo assim não me autenticavam a conta porque não dizia o número da minha porta no meu extrato bancário, mas quando joguei e perdi algum do dinheiro e dei ordem para sacar 400€ já me autenticaram a conta e enviaram 400€. Não tem sentido eu só quero ter algum dinheiro do que já joguei quero ter o prazer de jogar e ganhar algo que seja significante como este prémio que ganhei sem bónus alguns porque depois do ocorrido da primeira vez com o prémio ganho com bónus eu nunca mais joguei com bónus para não correr o mesmo risco e agora ganhei justamente e não me querem pagar estão a ser muito complicados e difíceis.

gostava que esta situação se resolvesse bem e rápido mas já lá vão mais de 10 dias eu só quero isto resolvido com bom feedback pois eu já sugeri este casino a muitas pessoas e sempre falei bem deles e agora estão me a deixar comprometido com as pessoas que sugeri pois sempre falei que eram um casino de confiança e que pagavam sempre que ainda não me tinham falhado. Gostava que o casino mr. bet leva se isso em consideração sou bom cliente e já os sugeri muito mesmo.

Thank you for your explanation, Xjsant09. I understand that you felt frustrated because the verification process can take time. However, it's important to note that providing forged documentation, even with good intentions, is not acceptable. All licensed casinos must adhere to the regulations set by their authorities, including anti-money laundering policies. Verification of the payment method is a crucial part of the KYC process, which is why they require valid original documents to confirm your deposit.

Can you please send these 2 original documents (bank statement and confirmation of account ownership) directly to my email (natalia.b@casino.guru)? Thank you.

We also appreciate your patience as we await the casino's comments.

Dear Natalia,

We are grateful for your help in solving this complaint. 

Earlier the user sent us an edited document that could not be accepted. Since the user had edited the document, he was asked for the original document only in pdf format. For the payment method to be accepted for verification, we ask the user to send us the original bank statement in PDF format, where will be visible his name and the deposit for 04.01.25 in the amount of 40 euros.

We are ready to wait until the user can provide us with this document. In case of questions, we are ready to cooperate and are happy to help.

Once again the same response from mr. bet, I have already sent you the documents showing the 40€ debited from my account and proof that the account is mine.... I already knew you were going to make excuse after excuse that you were going to grab whatever you could to avoid paying, so explain to me why you won't accept this proof that I sent you all in pdf and nothing changed... it's not fair to have to wait for a bank statement that won't come until the end of January, you have to accept the other documentation that I sent you .... As I said, it comes directly from my bank and it's not altered....

Mais uma vez a mesma resposta por parte do mr. bet, eu já vos enviei os documentos onde mostra os 40€ debitado na minha conta e um comprovativo que a conta é minha…. Já sabia que iam arranjar desculpa atrás de desculpas que iam agarrar se ao que pudessem para não pagar, explique me então porque de não aceitarem estas provas que enviei tudo em pdf e nada alterado … não é justo ter de esperar por um extrato bancário que só virá no final do mês de janeiro, tem de aceitar a outra documentação que vos enviei …. Como disse vem diretamente do meu banco e não está alterada….

Thank you for your response, Mr Bet Casino.

Dear xjsant09, I wanted to point out that your certificate of banking details was issued two years ago. Typically, more current documents are needed for verification purposes. I suggest waiting until the end of the month to obtain a monthly bank statement from your bank. This will ensure it fulfills the casino's requirements (it should be in PDF format, contain your personal information, and confirm the deposit). Please be assured that I will keep your complaint open until you secure the necessary document for the verification review and until we receive further updates from the casino.

I can issue a certificate for today on the bank's app if I need to

Eu posso emitir na aplicação do banco um certificado do dia de hoje se for preciso

What else do you want me to prove, I'll put it here, here's proof that I did it from my account, recent documents, won't that do?

querem mais o que o que me pedem pra provar eu ponho aqui, aqui está a prova que fui eu da minha conta documentos recentes, não serve assim ?

I will extend the timer for another 7 days. Dear xjsant09, please update us when you get the requested document.

Ok thanks, I'm just waiting for the statement from the bank.

Ok obrigado eu só estou a aguardar o extrato pela parte do banco.

Let us know once you get the document from your bank, xjsant09. Ensure you provide the casino with the unedited original PDF document. I'd appreciate it if you could send a copy to my email address, too (natalia.b@casino.guru). Thank you.

I've just uploaded the statement to the casino website and I'll send it to your e-mail address as well.

Acabei de carregar o extrato na página do casino e vou agora enviar para o seu e mail também.

Issue resolved payment in my account, thanks for everything.

Assunto resolvido pagamento na minha conta, obrigado por tudo.

Thank you very much

Muito obrigado mesmo

Dear xjsant09, thank you very much for the updates. I'm glad to hear that your issue has been resolved so I'll mark your complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. My sincere advice for you is to never use any edited documents in the future as this may lead to complications in verification and even to confiscation of your funds. It is always better to wait a bit and get the document in the correct format as requested. 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, 

Natalia