Mr Bet Casino - Запит гравця на зняття коштів затримується.

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 I've previously withdrawn winnings of €750 several times to this same account where I requested the withdrawal this time.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