Mr Bet Casino - Il prelievo del giocatore è ritardato a causa di problemi di verifica dell'identità.

Hello, I've been trying to verify my account since this date. My ID, even though it's brand new, is accepted by the system, but apparently not by the second verification center. Apparently, the photo is of poor quality and unreadable, even though Mr. Bet support confirmed the photo to me. Everyone is telling me something different. I feel completely deceived. These are all just excuses. I find this completely dubious, especially since I received my winnings last year without any problems.

I'm always being put off. I also can't understand why the casino isn't helping me in any way or offering me an alternative verification method. To put it bluntly, I feel like I've been ripped off. The worst part is the processing time: 48 hours to verify my ID, how ridiculous! And when it takes longer and I ask, I immediately get the response that your documents were rejected. Please help me get the winnings I'm entitled to!

The account verification worked, but the ID didn't. I can't tell you how many times I've submitted the documents. I'm really so frustrated, and I'm sure I'm not the only one with this problem. If you need anything else, could you please let me know? Best regards.

Hallo, seid diesem Termin Versuche ich mein Konto zu verifizieren, das Ausweis dokument, obwohl es nagelneu ist wird vom System akzeptiert, aber angeblich nicht von der Stelle der zweiten Prüfungsstelle, angeblich sei das Foto von schlechter Qualität und nicht zu lesen, obwohl mir vom Support von Mr. Bet bestätigt wurde das Foto sei gut, was nun jeder erzählt etwas anderes. Ich fühle mich absolut getäuscht, das sind alles nur Ausreden , ich finde das absolut unseriös, zumal ich letztes Jahr problemlos meinen Gewinn erhalten habe.

Ich werde immer nur vertröstet. Ich kann auch nicht verstehen das das Casino mir in keinster Weise hilft oder eine anderen Weg der Verifizierung anbietet. Ich fühle mich auf Deutsch gesagt verarscht. Das schlimme ist auch die Bearbeitungszeit, 48 Stünden um einen Ausweis zu prüfen, wie lächerlich, und wenn es dann länger dauert und ich Nachfrage kommt prompt die Antwort ihre Dokumente wurden abgelehnt. Bitte helfen Sie mir zu meinem Gewinn zu kommen, welcher mir zusteht!

Die Konto Verifizierung hat geklappt aber nicht der Ausweis. Ich kann nicht sagen wie oft ich die Dokumente eingereicht habe. Ich bin wirklich so sehr verärgert und ich bin mir sicher das ich nicht alleine da stehe mit diesem Problem. Falls Sie noch etwas brauchen können Sie mir kurz Bescheid geben? Viele Grüsse

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email 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 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.

• Could you please share a screenshot of the verification status of your account, if available?
• Have you made sure to share a photo of your ID in good lighting conditions?
• Could you please share with me your most recent communication with the casino regarding the verification requirements? Send emails or chat transcripts to my email at [email protected], or post screenshots here

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

Best regards,

Tomas

Hello, will my screenshots be visible to everyone? And also my bank statements?

Hallo, werden meine Screenshots für jedermann sichtbar?? Sowie auch Kontoauszug??

We have the option to mark the screenshots as private, only visible to the casino assigned to the complaint and to the Casino.Guru staff.

I can see you sent the information to my email for review. I'll review the information and provide an answer within the allotted time.

Thanks in advance for your patience.

Okay then please mark the screenshots as private

Okay dann bitte die Screenshots als privat markieren

Hello, on October 15, 2025, I have repeatedly sent the missing document, the ID card, for verification. I can no longer count how many times I have done it. I always get the standard answer 48 hours processing time... To make a selection

Hallo, ich habe am 15.10.2025 zum wiederholten Male, ich kann es schon nicht mehr zählen wie oft ich es gemacht habe, das fehlende Dokument den Ausweis zum verifizieren geseendet, ich bekomme immer die Standard Antwort 48 Std. Bearbeitungsdauer... Um einen Auswahl

..and to this day I have not received any response. When I then get in touch, which has unfortunately been the case quite often, I automatically get a rejection. If you want, I can send you a screenshot of my ID so that you can tell me how the photo is received.

Greetings

..und bis heute habe ich keine Rückmeldung bekommen, wenn ich dann mich melde, was nun wirklich leider oft der Fall war , kommt automatisch dann gleich die Ablehnung, wenn Sie wollen kann ich Ihnen eine Screenshot meines Ausweises senden, damit Sie mir sagen können wie das Foto emfpunden wird.

Grüße

Hello, is my complaint still being processed?

Hallo, wird meine Beschwerde noch bearbeitet?

Thank you very much for providing the necessary information and for your patience. I will now transfer your complaint to my colleague Karla, 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.

Hello, can I take a screenshot of the

Can you please send me your ID so you can tell me how you see the quality?

Guten Tag, kann ich einen Screenshot vom

Ausweis senden einfach damit Sie mir sagen können wie Sie die Qualität sehen?

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 Bibba,

My name is Karla and I will be assisting you with your case.

I understand how frustrating it must be to face repeated verification issues despite your documents being previously approved. I hope we can work together toward a clear and fair resolution.

To ensure full transparency, I would like to invite a representative from Mr Bet Casino into this conversation.

Dear Mr Bet Casino,

Could you please clarify why the player’s ID verification continues to be rejected despite previous approval of the same document and successful withdrawals in the past?

We would also appreciate it if you could confirm the current status of the player’s verification process and explain what specific issue prevents final approval and payment of the €2000 withdrawal.

If possible, please include any relevant internal notes or documentation that may help us resolve this matter efficiently.

Thank you in advance for your cooperation.

Best regards,

Karla

Dear Karla,

We have received a message from our responsible department indicating that the document uploaded by the player is of low quality. We kindly ask her to provide a new, high-quality photo of her proof of identity, not on a white background, showing all corners clearly. The photo must be new, as one of the previously uploaded photos was older than 14 days and cannot be accepted.

If she can take a new photo meeting all these requirements and upload it, her verification process will continue. If she is unable to provide a new photo, please let us know the reason.

Hello Karla.

That photo isn't true at all! It's simply a lie. I took a new photo last time and

then submitted. I'm really annoyed with Mr.Bet's tactics here; to me, these are all excuses.

I also tried to explain that the new ID cards have holograms, hence the reflections and spots. These holograms are for security purposes so that the ID cards cannot be forged, and the examination department should know this, too, and if they don't know this, they are completely unprofessional. I have the feeling that this will and will simply be accepted; the rejection of the photo is absolutely

disproportionate!!! What is just as annoying is that the support tells me what was not accepted by the

A so-called department that apparently checks it. When I sent an email with my ID directly to support to get their opinion on the photo, they confirmed it was fine!

Why doesn't the support help me and then forward their opinion? As I said, the identification process with the photo of the ID is completely disproportionate!!! What does that have to do with the verification, whether the quality is not good, in fact, everything is legible!!!!! Therefore, I cannot understand the rejection. I myself have to deal with

ID checks are done, and so I also get photos. I know what I'm talking about! The ID is clearly legible; to me, these are just excuses to eventually make me lose the desire to claim my winnings. Refusing to pay out because of an unattractive photo of the ID is disproportionate when the photo is otherwise sufficient to prove my identity.

Besides, what does the age of the photo have to do with the inspection? The document has to be valid, which is also stated in the guidelines. What does that have to do with the photo? Someone please explain that to me! I'm really annoyed; this doesn't paint a good picture for this casino.

Hallo Karla.

das mit dem Foto stimmt überhaupt nicht!!!! Das ist schlichtweg eine Lüge. Ich habe es beim letzten mal neu fotografiert und

dann eingereicht. Ich bin wirklich verärgert welche Taktik hier Mr.Bet hat, das sind für mich alles Ausreden.

Ausserdem habe ich versucht zu erklären das die neuen Ausweise Hologramme haben, daher z.t. die Spiegelungen und Flecken, diese Hologramme dienen der Sicherheit damit die Ausweise nicht gefälscht werden können, und das sollte die Abteilung der Prüfung auch wissen, und wenn diese da nicht weiss ist diese absolut laienhaft. Ich habe das Gefühl das wird und will einfach akzeptieret werden, die Ablehnung des Fotos ist absolut

unverhältnismäßig!!! Was genauso ärgerlich ist, das Support sagt mir was nicht akzeptiert wurde von der

sogenannten Abteilung die das anscheinend prüft . Als ich eine Email mit meinem Ausweis an den Support direkt geschickt habe und von diesem die Meinung über das Foto zu bekommen, bestätigte man mir es sei gut !!!

Warum hilft mir der Support dann nicht und leitet dessen Meinung dann weiter ? Wie gesagt der Identifizierungsprozess mit dem Foto des Ausweis ist absolut unverhältnismäßig !!! Was hat das mit der Prüfung zutun , ob die Qualität nicht gut ist, fakt ist es ist alles lesbar!!!!! Daher kann ich die Ablehnung nicht nachvollziehen, ich selbst habe berufsmäßig auch mit

Prüfungen von Ausweisen zu tun und bekomme daher auch Fotos, ich weiss von was ich spreche.!Der Ausweis ist eindeutig lesbar , das sind für mich einfach nur Ausreden, damit ich irgendwann die Lust verliere meinen Gewinn einzuforden. Die Verweigerung der Auszahlung wegen eines nicht !!!schönen !!!Fotos des Ausweises ist unverhältnismäßig, wenn das Foto ansonsten ausreichend ist meine Identität nachzuweisen.

Ausserdem was hat das Alter der Aufnahme des Fotos auch wieder mit der Prüfung zu tun, das Dokument muss doch gültig sein, was auch im Leitfaden steht, was hat das mit der Fotoaufnahme zu tun , das bitte schön soll mir jemand erklären ! Ich bin wirklich sehr verärgert ,das gibt für diese Casino kein gutes Bild ab.

...I have now started the verification for the umpteenth time, if that doesn't work,

I would like to send an email to the examination department to send the documents by email, this must

but also be possible.

Also Klara I would like your email so I can send you the photo to get your opinion

to get information about it.

Best regards

...ich habe nun zum zigsten male die Verifizierung gestartet, wenn das nicht klappen sollte,

möchte ich eine Email der Prüfungsabteilung um die Unterlagen per Mail zu senden, das muss

doch auch möglich sein.

Ausserdem Klara hätte ich gerne Ihre Email, damit ich Ihnen das Foto senden kann um Ihre Meinung

darüber zu bekommen.

Viele Grüße

Hello Bibba,

Thank you for your update and for explaining your situation in detail.

I completely understand how frustrating it must be to go through multiple rounds of verification, especially after previously having your documents approved.

To assist you further and verify the situation properly, please send the photo of your ID and any verification documents you have submitted to the casino directly to my email address:

[email protected]

Once I receive them, I will carefully review the images and check their validity and overall compliance with standard verification requirements.

This will help me provide an accurate assessment and ensure the casino’s feedback is fair and reasonable.

Thank you very much for your cooperation, and I look forward to your email.

Best regards,

Karla

Hello Klara,

I sent the photos, did everything arrive?

Best regards

Hallo Klara,

ich habe die Fotos gesendet, ist alles angekommen ?

Viele Grüße

Hello Bibba,

Thank you very much for your message.

Unfortunately, I haven’t received your email with the photos yet. Could you please resend it to [email protected]?

Once I receive it, I’ll review the documents as soon as possible and get back to you with my assessment.

Thank you for your patience and cooperation.

Best regards,

Karla

Hello Bibba,

Thank you very much for resending your email.

I confirm that I have successfully received your documents.

I will now carefully review them to verify their quality and compliance with standard verification requirements.

Once my review is complete, I’ll update you here with the next steps.

Thank you for your cooperation and patience.

Best regards,

Karla

Dear Mr Bet Casino,

I would like to kindly ask whether you have received the verification documents recently submitted by the player.

From my side, I have reviewed the files, and they appear to be in good order and meet standard identification requirements.

Could you please confirm if the documents have been successfully received and are currently under review?

If any additional documents are still required or if there are any issues preventing the verification from being completed, please let both me and the player know so we can assist accordingly.

Thank you very much for your cooperation and support in resolving this case transparently.

Best regards,

Karla

Hello Klara,

My documents have been rejected again; I think the casino wants me to stop playing there. I don't understand why verification isn't possible through another method.

Furthermore, it is not stated exactly what is not acceptable; that is harassment.

Greetings

Hallo Klara,

meine Dokumente wurden bereits wieder abgelehnt, ich glaube das Casino will das ich nicht mehr in diesem Casino spiele, ich verstehe nicht das die Verifizierung nicht auf einem anderen Weg möglich ist.

Ausserdem wird nicht exakt gesagt was nicht akzeptiert wird, das ist schon Schikane.

Grüsse

Hello again,

I then tried to upload my driver's license, and this appeared.

Answer.

I will now contact support again.

I really don't know what to do anymore.

Best regards

Hallo nochmal,

nun habe ich versucht den Führerschein hochzuladen, dann kam diese

Antwort.

Ich werde nun den support nochmal kontaktieren.

Ich weiss nun wirklich nicht mehr was ich tun soll.

Viele Grüße

Dear Karla,

We can confirm that the player has recently uploaded additional documents. However, the previously submitted photos were of low quality, lacking sharpness, with some details blurred, and on a white background, which we do not accept.

The new documents are now under review, and we kindly ask the player to wait for processing in line with our standard timelines. Should any further documents or clarifications be required, we will reach out.

Hello, this is just a stalling tactic... Isn't there anything that can be done about it?

Hallo, das ist doch Hinhaltetaktik... Kann man da nicht dagegen Vorgehen???

And what's with the white background? It doesn't say anywhere what color the background should be, what nonsense... Did they want it purple-green? 🙄🙄🙄🙄🙄 Then they should specify the color. Besides, the documents were accepted at Merkur Slot, so why not at Mr. Bet? That's completely disproportionate!

Und was soll das mit weissen Hintergrund, es steht nirgendwo beschrieben welche Farbe der Hintergrund haben soll, so ein Quatsch... Hatten sie es gerne lila grün🙄🙄🙄🙄🙄 dann muss auch hin geschrieben werden in welcher Farbe.. Ausserdem sind die Dokumente bei Merkur Slot akzeptiert worden, warum da und bei Mr. Bet nicht... Das ist völlig unverhältnismäßig!!!

Dear Mr Bet Casino Team,

Thank you very much for your cooperation and for reviewing the player’s recently submitted documents.

We truly appreciate your effort and attention in handling the verification process carefully. Once the verification review is finalized, could you please inform us of the result at your earliest convenience Your update will help us ensure this case proceeds smoothly toward a fair resolution.

Dear Bibba,

Thank you for your continued patience and cooperation throughout this verification procedure.

I understand that waiting can be frustrating, but I kindly ask you to remain patient a little longer while the casino completes the review.

I hope everything will be verified and resolved as quickly as possible.

Thank you both once again for your cooperation and understanding.

Best regards,

Karla

Dear Bibba,

Thank you very much for providing your documents. We appreciate your effort in submitting them.

However, upon review, some of the files received are of low quality or not the original files. As mentioned previously, some images were submitted on a white background, and certain details appear blurred. Low contrast, such as a white document on a white or very light background, can make it difficult for our system to clearly detect the edges of the document, which may prevent proper verification.

Additionally, the most recently uploaded file is an older-style driver’s license issued in 1998. To proceed with verification, we kindly request that you provide clear, original photos of a current official document that confirms your identity. This will help us ensure a smooth and accurate verification process.

That's it... I don't know what else I'm supposed to do... Especially since the documents are accepted elsewhere... For example, at Merkur Slots.

Mit reichts.... Ich weiss ja nicht was ich alles noch tun soll... Zumal bei anderen die Dokumente akzeptiert werden.. ZB. Bei Merkur Slots

...And furthermore, I have absolutely no way to upload documents anymore, since I receive the response

The document upload limit has been reached... Furthermore, I didn't receive the above response from support via email, only here... What should I do now? I'm finding this casino increasingly unprofessional.

.. Und ausserdem habe i h überhaupt keine Möglichkeit mehr Dokumente hochzuladen, da ich die Antwort bekomme

Das Limit zum Hochladen der Dokumente ist erreicht... Und ausserdem habe ich vom Support die oben stehende Antwort nicht per E-Mail erhalten sondern nur hier... Was soll ich nun tun... Das Casino finde ich immer mehr unprofessionell

ello Bibba,

Thank you very much for your continued patience and cooperation throughout this verification process.

I understand that it must be very frustrating to face repeated document rejections after multiple attempts. Please try to stay patient a little longer while we work to resolve this together.

Unfortunately, it is correct that Mr Bet Casino requires documents not to be placed on a white or very light background, as this may cause technical issues when verifying the edges of the document. One of your previously submitted photos appears to have been taken on such a background, so it will need to be reuploaded following the correct guidelines.

Dear Mr Bet Casino Team,

Could you please ensure that the player’s account is unblocked or reset to allow her to upload a new version of her identification documents in line with your requirements?

Once this has been done, kindly confirm here so that the player can proceed with reuploading the files and the verification can continue without further delay.

We truly appreciate your cooperation and look forward to your confirmation.

Best regards,

Karla

Dear Karla

It’s likely that the verification page became inactive and started showing a rejection status due to multiple attempts to upload documents that did not meet the requirements.

We’ve already sent a request to refresh the verification page, and the user can now try uploading new photos of the documents that fully meet the requirements mentioned above and communicated to her directly.

If the page is still unavailable for uploads, we recommend that the user contact our support team directly regarding this issue.

Dear Mr Bet Casino Team,

Thank you very much for your update and for letting us know that the verification page has been refreshed.

We appreciate your cooperation and the efforts to assist the player in continuing the verification process.

Dear Bibba,

Thank you very much for your patience.

The casino has informed us that your verification page has now been refreshed, and you should be able to upload your documents again.

Could you please check whether the upload section is visible on your account?

When uploading your documents, please make sure to follow these requirements carefully so that the verification can be completed without further issues:

• Do not place the document on a white or very light background
• Take a clear, sharp, well-lit photo
• Upload an original photo of the document, not a screenshot
• Ensure all corners and edges of the ID are fully visible
• Use a current, valid ID document

If the upload page is still not available, please contact the casino’s support directly and inform us here.

Thank you again for your cooperation — I hope this step will allow the verification to be completed successfully.

Kind regards,

Karla

Hello Klara, thank you very much.

I no longer believe it will work; if it doesn't work again, a corresponding review will be given to the casino.

Best regards

Hallo Klara vielen Dank,

ich glaube nicht mehr dran, sollte das wieder nicht funktionieren wird eine entsprechende Bewertung für das Casino abgegeben.

Viele Grüsse

Hello,

Thank you very much for your message and for your continued patience — I truly appreciate how cooperative you have been throughout this entire process.

I understand how exhausting repeated verification attempts can be, but to help move things forward, I kindly ask you to try submitting the requested documents to the casino once again. Sometimes a fresh upload, following the exact guidelines provided by the casino, can help the verification team process everything more smoothly.

Once you have reuploaded the documents, please let me know here in the thread and send me copy of the documents you will submit again. This will allow me to follow up with the casino and ensure the verification continues as transparently and efficiently as possible.

Thank you again for your patience and perseverance — I’m here to assist you every step of the way.

Kind regards,

Karla

Hello Karla, I have sent you the documents and also uploaded them to the casino.

Greetings, Bibba

Hallo Karla, ich habe die Dokumente Ihnen die Dokumente gesendet u d auch an das Casino hochgeladen.

Gruss Bibba

Hello Karla,

Three days have now passed since I submitted the documents, but there has been no comment whatsoever, even though they promised it would take 48 hours. The casino is discriminating against me!!

And what about you? Have you already spoken to the casino?

Greetings

Hallo Karla,

es sind nun 3 Tage vergangen seid der Einreichung der Dokumente, aber keinerlei Kommentar,obwohl versprochen wird das es 48 Std. dauert, das Casino diskriminiert mich !!

Und was ist mit Ihnen haben Sie bereits mit dem Casino gesprochen ?

Grüße

Hello Bibba,

Thank you very much for your message.

At this moment, I have not yet received any update or official statement from the casino regarding the most recent verification attempt. I am still waiting for their response.

As soon as the casino provides any information about the status of your documents or the verification process, I will update you immediately here in the complaint thread.

Thank you again for your patience — I fully understand how stressful these delays can be, and I will continue following your case closely until we receive a clear answer.

Hello Karla,

I find it unacceptable of the casino; I would really like to know the reason why nothing is happening here.

I've read a lot of really bad reviews for this casino. So, after the

The motto is: the money is collected from the customers, but as soon as it comes to payout, every means is used to obstruct them.

tries to prevent this.

I'm curious to see what excuse the casino will come up with this time.

Greetings, Bibba

Hallo Karla,

ich finde es vom Casino unmöglich, ich hätte wirklich gerne den Grund gewusst warum hier nichts passiert??

Ich habe dies gezüglich schon wirklich viele schlechte Bewertungen für das Casino gelesen. So nach dem

Motto, das Geld wird von den Kunden abkassiert, aber sobald es um die Auszahlung geht wird mit allen Mitteln

versucht dies zu unterbinden.

Ich bin nun gespannt welche Ausrede das Casino diesmal hat.

Gruss Bibba

Dear Karla,

The user was unable to upload additional documents because several previous submissions did not meet the required criteria. The latest upload was rejected because it consisted of screenshots, which cannot be accepted for verification.

We are currently waiting for a valid proof of identity. Once a proper ID document is provided, the verification can proceed without further delay.

That's a lie. I sent my ID card on November 16th. I can show you the email confirming receipt if you want. Didn't I send you the photos too?

And I didn't take any screenshots, I'm getting really angry now.

Das ist gelogen, ich habe am 16.11. Meinen Personalausweis gesendet, i h kann Ihnen die E-Mail zeigen wenn Sie wollen, wo ich den Eingang bestätigt bekommen habe, ich habe Ihnen doch die Fotos auch gesendet???

Und ich habe keine Screenshots gemacht, ich werde jetzt wirklich wütend.

Hello Karla,

Why haven't you confirmed receipt of the photos from November 16, 2025? I also sent them to Mr. Bet.

Submitted, these are not screenshots, these are photos from a mobile phone.

I feel so deceived, what's with the rejection? I read that Mr.Bet doesn't accept players from...

Germany accepts, but they take the money that has been deposited.

Hallo Karla,

warum bestätigen Sie mir nicht den Eingang der Fotos vom 16.11.2025, diese habe ich auch bei Mr.Bet

eingereicht, das sind keine Screenshots, das sind Fotos vom Handy.

Ich komme mir so getäuscht vor, was soll die Ablehnung, ich habe gelesen das Mr.Bet keine Spieler aus

Deutschland akzeptiert, aber das eingezahlte Geld nehmen diese.

It was rejected again... And unfortunately, I haven't heard from you since.

Es wurde wieder abgelehnt... Und von Ihnen höre ich leider auch nichts mehr

Dear Mr Bet Casino Team,

Thank you very much for your recent update.

After reviewing the player’s documents once again from our side, I would like to gently request further clarification so we can continue resolving this case transparently and efficiently.

Firstly, I would like to note that the most recent file the player sent to me on 16 November is a photograph of the ID, not a screenshot. The image contains all edges of the document and appears compliant with standard verification expectations. From our side, there are no visible issues with the file.

Secondly, during the analysis of this case, we came across information suggesting that players from Germany may face certain restrictions at your casino. Of course, I fully understand that licensing requirements and jurisdictional rules can vary, and I do not wish to make any assumptions. However, given the repeated verification rejections and the extended delays, I would appreciate your clarification on one point:

Could you confirm whether these jurisdictional restrictions may play any role in the player’s inability to successfully complete the KYC process?

We would especially appreciate a clear statement regarding the following:

• that the player was able to register normally,

• that she was allowed to play without limitations,

• and that she previously withdrew funds from your platform without any difficulty.

Understanding this context would help us clarify the situation for the player and ensure that the verification requirements are fully aligned with your internal policies and regional rules.

We truly appreciate your cooperation and look forward to your clarification so we can move this case forward in a fair and transparent manner.

Dear Karla,

We have reviewed the documents submitted by the user, completed the analysis, and decided to accept them. The user is now fully verified.

Hi Karla, I can't believe it, why now all of a sudden, when it didn't work before...that's rather strange! But if that's the case, wonderful!

I'll see when it comes to withdrawing money.

Thank you very much and have a nice day.

Hallo Karla, ich kann es nicht fassen, warum jetzt plötzlich, und vorher ging es nicht...das ist schon etwas seltsam??? Aber wenn es so ist, wunderbar..

Ich werde es sehen wenn es um Geldabhebung geht.

Vielen Dank und einen schönen Tag.

Hello Bibba,

Thank you very much for your update — I’m really glad to hear that your verification has finally been completed.

Could you please let me know whether you have already submitted your withdrawal request since the verification was approved?

Once you do so, please keep me informed about any progress or changes on your side.

Staying updated will allow me to follow the case until the very end and, hopefully, mark this complaint as fully resolved once you successfully receive your payout.

Thank you again for your cooperation — I’m here if you need anything further.

Dear Bibba,

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.

Hello Karla,

I haven't made the withdrawal yet. I'll get in touch as soon as it's done.

Best regards

Bibba

Hallo Karla,

ich habe die Abhebung noch nicht gemacht. sobald dies gemacht wurde melde ich mich.

Viele Grüsse

Bibba

Dear Bibba,

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.

Hello,

Yes, thanks..

Hallo,

ja Danke..

Dear Bibba,

Thank you for your reply.

Since your account has now been successfully verified and there are currently no further issues reported from your side, I would like to kindly ask you to confirm whether the matter described in this complaint is now resolved for you.

If you feel that the issue has been resolved on your end and you no longer require our assistance, please let me know if I may proceed with closing this complaint as resolved.

However, if you still need our help or if any new issues arise (for example with the withdrawal), please do not hesitate to inform me and I will be happy to continue assisting you.

Thank you for your cooperation.

Hello Karla,

Thank you very much, I will contact you again if I have any problems with the payout.

Best regards

Hallo Karla,

vielen Dank, sobald ich Probleme mit der Auszahlung habe melde ich wieder.

Viele Grüsse

Dear Bibba,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Karla Mayfly

Casino.Guru