Mr Bet Casino - Играчът вярва, че изтеглянето се бави.

I would like to file a complaint regarding MR Bet Casino and what I believe to be an unfair confiscation/reduction of winnings after completing bonus wagering requirements.

I deposited €15 and received a 100% bonus, giving me a total balance of €30.

The bonus description clearly stated:

- 100% bonus;

- 40x wagering requirements;

- no visible or clearly presented information regarding a maximum withdrawal limit after wager completion.

I then completed the required wagering requirements, which amounted to approximately €1200 in wagering volume (40x the bonus amount). After completing the wagering requirements, my balance was converted into real money status inside the casino account.

At that point:

- the bonus balance was no longer active;

- the money appeared as normal withdrawable balance;

- and I continued playing using what appeared to be real funds.

My balance later increased to approximately €500. I continued playing and eventually stopped at around €400 before requesting withdrawal.

However, after requesting the withdrawal, the casino suddenly adjusted my balance and processed only approximately €355 through an "internal payment/manual withdrawal" transaction, leaving only around €45 remaining on the account.

Support then claimed that:

- the maximum withdrawal allowed from the bonus was limited to 200%,

despite this condition not being clearly visible in the main bonus description presented to me.

My main concern is the following:

If the wagering requirements were fully completed and the balance had already been converted into real money before I continued playing further, then applying a post-wager maximum cashout restriction appears unfair and misleading.

At no point during gameplay after wager completion was I warned that:

- future winnings would still remain capped;

- or that the balance was still restricted after conversion to real balance.

I believe the casino:

- failed to clearly communicate important bonus limitations;

- allowed me to continue playing with what appeared to be unrestricted real balance;

- and only enforced the alleged withdrawal cap after I attempted to cash out.

I respectfully request:

- a full review of the applied bonus terms;

- clarification regarding when exactly the max withdrawal rule allegedly still applied;

- and reconsideration of the removed winnings.

I am prepared to provide:

- screenshots of the bonus description;

- screenshots showing the balance conversion;

- transaction history;

- and support communications.

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.

Dear tio_xico7,

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 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

Clarification - This is a Balance Confiscation Dispute, not a Withdrawal Delay:

Thank you for your response, but I must clarify that this complaint is not about a delayed withdrawal or KYC. The casino has already completed their 'review' and confiscated 355 eur from my 400 eur balance.

​The 14-day waiting period is not applicable here because the funds have been permanently removed from my account based on an unfair application of Clause 7.5.1.

​Key points for the mediator to investigate:

​Omission of Material Terms: At the moment of activation (see my previously attached screenshots), the casino completely omitted any mention of a 'Max Cashout' or 200% limit. Under the Casino Guru Fair Play Code, restrictive terms must be shown prominently at the point of sale.

​(Post-Wagering Winnings): My wagering was 100% completed, and my balance was converted to 'Real Money'. I continued to play with this real balance for hours, achieving significant wins (e.g., at 23:26:38). The casino is applying a bonus cap to winnings generated after the bonus was already finished and converted.

​Unfair Risk Imbalance: The casino allowed me to wager my 'Real Balance to reach €400. If I had lost that money, the casino would have kept it. By only 'capping' the money after I won, the casino operated with 0% risk while I took 100% risk. This is a predatory practice.[1, 2]

​Stalling on Audit Trail: I have formally requested a 'Full Playing History Audit Trail' (as required under Curaçao LOK 2024/2026 and Article 6 of Operational Standards), but the casino is using GDPR as a pretext to delay providing these logs for 30 days .

​I request that you skip the 14-day delay protocol and contact the casino immediately regarding the confiscation of funds and their refusal to provide the audit logs that prove my winnings occurred on a 'Real Balance' status.

Dear tio_xico7,

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.

Urgent Update - Waiting period over, Casino remains silent and continues to hide play logs

Dear Karla

​Thank you for following up on my case. As the recommended 14-day timeframe has now passed, I am writing to update you that there have been absolutely no new developments. The casino has completely ignored my communication, has not refunded my confiscated funds, and continues to withhold my technical logs.

​Now that the waiting period is over, I request that Casino Guru formally intervenes and contacts the operator, Faro Entertainment N.V., regarding this unilateral balance confiscation.[2]

​To assist your investigation, I request the mediation team to focus on these critical facts:

​Omission of Material Terms: The bonus activation pop-up (as shown in my attached screenshots) listed the wagering requirement (x40) but completely omitted any mention of a 'Max Cashout' or a 200% withdrawal limit.[2] Hiding restrictive terms in general T&Cs while omitting them at the point of sale is a breach of the Casino Guru Fair Play Code.

​Post-Wagering Winnings & Risk Imbalance: Once my wagering was completed, my balance was converted to 'Real Money' and the bonus became inactive. I wagered this cash balance for hours. If I had lost, the casino would have kept my money. Because I won, they retroactively capped my winnings.[2] Operating with 0% risk for the casino and 100% risk for the player is a predatory double standard.

​Refusal to Provide Audit Trail: Under Curaçao's LOK (2024/2026) framework, operators are legally required to maintain transparent, secure, and fully auditable game logs. I formally requested the exact timestamp of my wagering completion to prove my winnings occurred post-conversion, but the casino has refused to provide it, hiding behind GDPR to stall for 30 days.

​Since the casino has refused to resolve this internally, I request Casino Guru to formally open the dispute with the operator and demand they provide the complete, timestamped playing history of my session to prove exactly when the wagering was completed.

Dear tio_xico7, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

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

Karla

Dear tio_xico7,

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, ([email protected])

. 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,

Karla Mayfly

Dear tio_xico7,

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 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 input should help us move the case forward more efficiently.

Dear Mr Bet Casino,

Please provide detailed information regarding the player’s issue. In particular, we would like clarification on the exact reasons for the confiscation of the player’s winnings, together with any relevant supporting evidence, including gameplay logs, betting records, or other documentation that substantiates the decision and demonstrates that it was applied in accordance with the applicable Terms & Conditions.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Dear Samuel,

We have sent you an email with the details. Please take a look at your convenience.

Kind regards,

Mr Bet Team

Hello every email information should be posted here for my information and for my rights to defend my complaint.

Hello everyone,

thank you, Mr Bet Casino, for your update.

Dear tio_xico7,

I would like to inform you that I have received additional clarification from the casino via email regarding your case. The casino has explained how your bonus was applied and how your final balance was calculated in accordance with their bonus terms.

For transparency, I have also requested the casino to provide a brief summary of this explanation directly in this complaint thread so that you can review and respond to it here as well.

Dear Samuel,

We are providing the information here at your request:

Before registering, the user agreed to the website's Terms and Conditions.

After making a deposit, the player voluntarily activated the €15 bonus and started playing. The player's balance subsequently reached €400.11, making Rule 7.5.1 applicable:

"The maximum amount that can be withdrawn from bonus funds is capped at 200% of the bonus amount. Any winnings beyond this limit will not be eligible for withdrawal and will be voided."

In accordance with this rule, the player's balance was adjusted to €45, consisting of the maximum withdrawable bonus amount (€30) plus the original €15 deposit. This amount remains available in the player's account and can be withdrawn.

We also note that the player explicitly accepted the Terms and Conditions during registration, including the following provisions:

1.3. "These Terms and Conditions come into force as soon as you tick the box for acceptance during the registration process. By checking this box, you confirm that you have read and accepted these Terms and Conditions. By using any of the Websites, you agree to these Terms and Conditions."

1.4. "You must read these Terms and Conditions carefully before accepting them. If you do not agree with any provision, you must not use or continue to use the Websites."

Kind regards,

Mr Bet Team

Dear Samuel and the Mr. Bet Team,

​I strongly dispute the casino's defense. While the casino hides behind the general acceptance of Terms 1.3 and 1.4, they are completely ignoring a severe system failure and a predatory practice that violates the Casino Guru Fair Play Code.

​Even if we are to accept their hidden €45 maximum cashout cap (under protest, due to the omission of this term at the point of activation), the casino is failing to address the timeline of my gameplay and the technical conversion of my balance.

​1. The System's Failure to Cap the Balance Instantly

If the maximum withdrawable amount from this bónus was capped at €45 (consisting of the €30 cap plus my €15 deposit), the casino’s system was obligated to adjust my balance to exactly €45 the precise second the 40x wagering requirement was met.

​Instead, the casino's system was negligent. It failed to apply the cap at the moment of conversion and allowed me to continue playing, placing bets, and spinning with a balance of over €100, which subsequently grew to over €500 before I stopped at €400.

​2. Post-Wagering Gameplay and the 'Unilateral Risk' Imbalance

Once the wagering requirements were completed, the bónus was technically and legally over. At that exact moment, the €45 became my cash property.

​Every single spin I made after completing the wagering was played using what should have been my €45 real cash balance.

​If I had lost those €45 on those subsequent spins, the casino would have kept my money. I took 100% of the risk of losing my cash.

​However, because I won and reached €400, the casino now wants to apply 0% risk to themselves by retroactively deleting my winnings and claiming I was still playing with a 'bonus'.

​This is a clear double standard. The casino cannot allow a player to risk their legally earned real cash (€45) to generate further play, only to confiscate the resulting winnings retroactively.

​My Demand for the Audit Trail

To resolve this fairly, the casino must provide the Full Playing History Audit Trail showing:

​The exact UTC timestamp when my 40x wagering was 100% completed.

​My exact balance at that specific second.

​The complete log of all spins and wins placed after that completion timestamp.

​I agree that the pre-wagering balance should be adjusted to the €45 cap. However, all winnings generated from spins placed AFTER the wagering was completed belong to me, as they were wagered using my own cash risk. The casino’s failure to update my balance on time cannot be used as a pretext to confiscate legitimate cash winnings.

​I request Casino Guru to demand these gameplay logs from the operator to verify exactly which wins were generated after the rollover was completed.

Hello everyone,

thank you both for your updates.

Dear tio_xico7,

thank you for your detailed explanation. I understand the point you are making regarding the timing of the bonus conversion and the subsequent gameplay.

However, before I draw any conclusions, I would like to clarify a few important aspects with the casino.

Dear Mr Bet Casino,

could you please explain why the maximum cashout limit was not applied immediately upon completion of the wagering requirement?

According to the gameplay records I have reviewed, the player continued playing after the wagering requirement had already been fulfilled, with a balance exceeding the applicable maximum cashout limit. I would therefore appreciate your clarification as to whether this behaviour is expected under your bonus system and why the balance was only adjusted after the player requested a withdrawal, rather than immediately upon completion of the wagering.

Additionally, could you please clarify whether the player is informed in any way once the wagering requirement has been completed but the bonus restrictions, including the maximum cashout rule, still remain in effect? For example:

• Does the player receive any pop-up notification or other in-game message informing them that the wagering has been completed but the bonus is still subject to its remaining conditions?
• Where in your Bonus Terms is it specified that the bonus remains active and the maximum cashout rule is only applied upon requesting a withdrawal, rather than immediately after the wagering requirement has been fulfilled?

I believe these clarifications will help determine whether the bonus was processed in accordance with your system, the applicable Terms and Conditions, and whether the player was adequately informed about the status of the bonus after completing the wagering requirement.

I will await your response.

Dear Samuel,

Please review our email at your convenience.

Kind regards,

Mr Bet Team

Dear Samuel and the Casino Guru Team,

​I notice that the Mr. Bet representative has requested you to check a private email rather than posting their clarifications publicly. I must formally request that any evidence, claims, or screenshots sent by the casino privately be shared directly on this public thread, so I have the right to review and dispute them.

​If the casino is attempting to claim via email that I was 'informed' of the ongoing cap, or that a 'pop-up notification' appeared on my screen after the wagering was completed, I challenge them to prove it with technical server logs, not generic templates.

​My defense against any such claims is based on irrefutable technical facts:

​Demand for Event Trigger Logs:

If the casino claims a pop-up occurred informing me that my balance was still restricted after the rollover, they must provide the exact database event log with a UTC timestamp showing when this specific notification was triggered on my Account ID. A generic screenshot of what 'should' happen is not evidence. No such warning ever occurred on my screen.

​The 'Active Bonus' Status was Void:

After my wagering reached 100%, my profile showed 0 active bonuses. The funds were automatically moved to the 'Real Money' column.

​Acceptance of Bets (No Max Bet Restrictions):

While playing with an active bonus, casinos enforce a strict maximum bet limit (usually €5). However, after my balance converted to Real Money, the system allowed me to place wagers freely without any 'Max Bet' restrictions or system blocks. If the system treated these funds as 'Real Cash' for wagering and risk purposes, they cannot retroactively reclassify them as 'Bonus' only after I won.

​No Clause in T&Cs Justifies Delayed Capping:

Nowhere in the Bonus Terms does it state that the casino has the right to delay the balance adjustment, let the player risk their real cash for hours, and only enforce the cap manually at the moment of withdrawal.

​I acted in total good faith based on what the casino’s interface displayed. If my balance was capped at €45, the system had a technical and legal obligation to enforce that cap immediately at the second of conversion. By failing to do so, the casino accepted the risk of my subsequent play, and they must honor the winnings generated from those post-wagering spins.

​I look forward to reviewing the operator's actual proof here on the public thread.

​Kind regards

Hello everyone,

thank you both for your latest updates.

Dear Mr Bet Casino,

thank you for your email. I have reviewed it carefully and have already replied with several follow-up questions, as I believe there are still important aspects that require clarification before I can properly assess this case.

In particular, I have asked you to explain how Rule 6.10 of your Bonus Terms should be interpreted in conjunction with Rule 6.14, why the maximum cashout was applied only during the withdrawal review rather than immediately after the wagering requirements had been completed, and how the player is informed that the maximum cashout restriction remains in effect after the bonus funds have been transferred to the Money Wallet.

As I also mentioned in my email, unless your response contains sensitive internal information, I would appreciate it if you could provide a summary of your explanation here in the public complaint thread so that the player can understand your reasoning and respond if necessary.

Dear tio_xico7,

thank you for your detailed comments.

After reviewing the casino's latest email and their Bonus Terms, I believe there are still several important points that require further clarification. In particular, I would like the casino to explain how the relevant Bonus Terms should be interpreted, why the maximum cashout was only enforced during the withdrawal review rather than immediately after the wagering requirements had been completed, and how players are informed that this restriction remains in effect after the bonus funds have been transferred to the Money Wallet.

I will now wait for the casino's response to these additional questions before drawing any conclusions.

Thank you both for your cooperation.

Dear Samuel and the Mr. Bet Team,

​I completely disagree with the casino's defense and their reliance on a general tick-box agreement to justify this unfair balance confiscation.

​Even if we are to temporarily look past the fact that the 200% maximum cashout limit (Rule 7.5.1) was completely hidden and omitted from the bonus activation pop-up—which is a direct breach of the transparency standards of the Fair Gambling Codex—the casino’s defense is technically and operationally flawed.

​1. Operational Negligence is Not the Player's Fault

The moment I completed the 40x wagering requirement, the bonus was cleared. At that precise second, the €45 (consisting of my €15 deposit plus the €30 max cashout cap) became my cash property.

​It was the casino's sole technical responsibility to instantly adjust my balance to €45. The system's failure to do so is their operational negligence, not my fault. They cannot let me continue playing with a balance they knew was capped internally, without updating my screen.

​2. Post-Wagering Gameplay and the 'Unilateral Risk' Imbalance

By leaving my balance unadjusted, the casino's system allowed me to place bets freely. Since my bonus requirements were met, every single spin I made after that point was technically played using my own €45 cash risk.

​If I had lost those €45 on those subsequent spins, the casino would have happily kept my money. I carried 100% of the risk of losing my cash.

​However, because I won and reached €400, the casino wants to retroactively apply 0% risk to themselves by deleting my winnings and claiming I was still playing with a 'bonus'.

​A casino cannot accept the risk of a player wagering their cash balance (€45) to generate further play, only to void the resulting winnings retroactively.

​My Demand for the Audit Trail

To resolve this fairly, the casino must provide the Full Playing History Audit Trail showing:

​The exact UTC timestamp when my 40x wagering was 100% completed.

​My exact balance at that specific second.

​The complete log of all spins and wins placed after that completion timestamp.

​I agree that the pre-wagering balance should be adjusted to the €45 cap. However, all winnings generated from spins placed AFTER the wagering was completed belong to me, as they were wagered using my own cash risk. The casino’s failure to update my balance on time cannot be used as a pretext to confiscate legitimate cash winnings.

​I request Samuel to demand these gameplay logs from the operator so we can verify exactly which wins were generated after the rollover was completed.

Dear Samuel,

To provide you with the requested information, we need to coordinate with several departments. As this requires additional review, we kindly ask for a little more time.

We sincerely appreciate your patience and understanding.

Kind regards,

Mr Bet Team

Dear Samuel,

​I am writing to express my deepest frustration regarding the operator's response. It has been 2 months since this dispute began, and claiming they need to 'coordinate with several departments' just to answer basic questions about their own Bonus Terms (Rule 6.10 and Rule 6.14) and to provide my session logs is a clear stalling tactic.

​The transaction and gameplay logs of my account are automated and readily accessible to their IT and compliance departments. They do not need weeks of internal coordination; they are simply stalling because they have no fair defense to the specific questions you asked.

​My position remains absolute:

​Rule 6.10 vs 6.14 Contradiction: If my bonus was transferred to my 'Money Wallet' (Real Balance), it cannot simultaneously remain subject to bonus restrictions.

​System Negligence: If my winnings were capped at €45, the system was technically obligated to enforce that cap instantly at the second of conversion. The casino's failure to update my balance is their technical error, not mine.

​Unfair Risk Imbalance: The system allowed me to play with those €45. I risked my own legally owned cash on subsequent spins. If I had lost, the casino would have kept my €45. Because I won, they retroactively voided my winnings. They cannot accept 100% of my cash risk but offer 0% of the reward. This is a predatory double standard.

​While I highly respect Casino Guru's independent and impartial mediation process, this 2-month delay is becoming an abuse of the platform's patience.

​I kindly request that you refuse any further long extensions. If the casino fails to provide a concrete, technical response with my exact wagering completion timestamp and subsequent play logs within a final 48-hour window, I request that this complaint be closed as Unresolved and their Safety Index be penalized accordingly. We cannot allow operators to use endless 'review' pretexts to escape accountability.

Dear Samuel,

We have re-evaluated this case and decided to make an exception by refunding the amount that was charged — EUR 355.11.

The funds have already been credited to the user's account and are now available for use.

Additionally, we would like to inform you that, on our end, we will review our bonus terms and conditions.

Kind regards,

Mr Bet Team

Hello everyone,

thank you both for the update.

Dear Mr Bet Casino,

I would like to sincerely thank you for taking the time to re-evaluate this case. I also appreciate your decision to refund the disputed amount to the player as an exception, as well as your willingness to review your Bonus Terms and Conditions to improve their clarity going forward. In my view, this is a fair and constructive approach.

Dear tio_xico7,

could you please confirm whether the refunded amount of €355.11 is now available in your casino account and whether you consider this complaint resolved?

I will await your confirmation before closing the complaint.

Thank you both for your cooperation.

Dear Samuel,

​I am thrilled to confirm that Mr. Bet has restored the €355 to my casino account, and my balance is now back to €400! Thank you so much for your incredible mediation, patience, and dedication to resolving this complex case.

​I have already initiated the withdrawal request for the full €400, and I am attaching the screenshot of this pending transaction as proof.

​While the money has been successfully returned to my casino profile, I would kindly ask to keep this complaint open until the funds have safely arrived in my personal bank/Skrill account. Once the money is officially on my side, I will immediately update you here so we can mark this case as 'Resolved'.

​Thank you once again for your amazing support!

Hello everyone,

Dear tio_xico7,

thank you for confirming that the funds have been returned to your casino balance. I'm very pleased that we were able to reach this point.

I completely understand your wish to wait until the withdrawal has safely reached your Skrill/bank account before considering the matter fully resolved. That is a reasonable request.

Please let me know once the €400 has been credited to your payment account. If there are no unexpected complications with the withdrawal, I will then be happy to close the complaint as resolved.

Dear Mr Bet Casino,

thank you once again for your cooperation throughout this case. I kindly ask that you ensure the player's withdrawal is processed within the standard timeframe.

I will wait for the player's confirmation that the funds have been successfully received before closing the complaint.

Hello Samuel,

As expected, the problems have already started when trying to make the verification withdrawal.

I sent you an email with screenshots of the documents they requested and the ones i submitted (or try to submit but they automaticly rejected).

Already at the second step, they telling me that my details dont match, even though they are my own personal details. How could they not match?

Could you please ask the casino to explain exactly why they rejected?

Check your email box please.

Dear Samuel,

​First, I would like to express my deepest and most sincere gratitude to you and the Casino Guru Complaint Resolution Center for your incredible work in forcing Mr. Bet to restore my €355. This was a massive victory.

​However, I regret to inform you that my relief was extremely short-lived. The moment the funds were restored and I requested my €400 withdrawal, the casino immediately initiated a predatory and bad-faith stalling tactic through the KYC verification phase.

​At 'Step 2' of the verification, they rejected my Skrill document. I uploaded an official, directly downloaded Skrill Identity Statement PDF. This official document contains every single piece of information any compliance department could ever require:

​Skrill account holder name (matching my ID perfectly)

​Registered email address

​Registered mobile number

​Residential address

​Skrill Account ID number

​Despite the document being perfect and official, the casino rejected it.

​I have researched this operator and it is well-documented that they use these step-by-step document rejections as a Systemic Payout Obstruction. By rejecting one document at a time, they force the player to wait at least 48 hours for each 'review' cycle, turning a standard verification into an endless, months-long ordeal.

​After fighting a grueling 2-month battle just to have my confiscated balance returned to my account, I have absolutely no patience, energy, or trust left to participate in this malicious KYC loop.

​I refuse to cooperate further with a casino that operates with such blatant bad faith. Furthermore, due to security and privacy concerns, I will not upload any more of my highly sensitive, private identity documents to a platform that handles player verification in such a deceptive and malicious manner.

​Therefore, I am officially giving up on my attempts to withdraw my €400 from this casino.

​I want to thank the Casino Guru team once again for your outstanding efforts and for proving that my original complaint was 100% correct. Since I will not provide any more documents to this bad-faith operator, please feel free to close this complaint as 'Unresolved' and apply the corresponding penalty to Mr. Bet's Safety Index. The public record must show that they use deceptive KYC hurdles to avoid paying players their legitimate winnings.

​Thank you for your time and support throughout this long journey.

​Kind regards

Hello everyone,

thank you for the update.

Dear tio_xico7,

thank you for letting me know and for sending me the screenshots via email. I have received them and will review everything carefully.

From what I can see, the original issue now appears to be resolved, but a new one has arisen during the withdrawal verification process. Before making any conclusions, I would like to give the casino an opportunity to explain what exactly went wrong.

Dear Mr Bet Casino,

could you please review the documents and screenshots provided by the player and explain why they were rejected?

According to the player, the submitted documents contain their genuine personal details, so I would appreciate it if you could clarify exactly which information does not match your records. If additional or different documents are required, please specify precisely what is needed so the player can complete the verification without any further unnecessary delays.

I will wait for your response.

Thank you both for your cooperation.

3 days without answers to my verification, every time i try to talk and have answers why they reject my documents and they are always busy...

Dear Samuel,

At the moment, the Proof of Identity (POI) document has been rejected.

We kindly ask the customer to submit a clear, high-quality image of the requested document that is valid and up to date.

Kind regards,

Mr Bet Team

They dont explain what the problem and whats the real document they want.. what is POI? What document they want for POI? I send perfect photos like samuel have in his email.

Hello everyone,

thank you for the updates.

Dear Mr Bet Casino,

thank you for your response. However, your explanation is still too general to help the player complete the verification successfully.

Could you please clarify exactly why the submitted Proof of Identity (POI) was rejected? In particular, please explain:

• Which specific document do you require as the POI (e.g. passport, national ID card, or driver's license)?
• What exactly was wrong with the document or image that the player submitted?
• What format and quality requirements must the document meet in order to be accepted?

Providing these details will help the player avoid repeatedly submitting documents that do not meet your requirements.

I will await your clarification.

Thank you both for your cooperation.

Dear Samuel,

We would like to inform that the account is verified.

Kind regards,

Mr Bet Team

Hello everyone,

thank you both for the update.

Dear tio_xico7,

according to the latest information from Mr Bet Casino, your account verification has now been completed successfully.

Could you please confirm whether everything is also resolved from your side and whether you are now able to use your account and proceed with withdrawals normally?

I will await your confirmation before taking any further steps.

Thank you for your cooperation.

Dear tio_xico7,

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 regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Samuel
Casino.Guru