Hello, I am requesting your help in resolving an issue I have had with Mr. BET. I have been playing on this site for a bit. I win some money and tried to withdrawal. They have asked for verification. I have sent in about 20 different documents including government of Canada docs. This has been going in for over a month and they decline everything I send in. Even PDF files. I am hoping you can help me with getting this resolved and approved so I can receive my winnings and play.

Dear ronrieger03,

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 takes 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?
• Could you please provide the exact date of your initial verification request?

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,

Katarina

Hello, I first started sending the documents on May 6. I have sent my driver license, my credit card statement, my highway tolls bill, my bank statements, my government of Canada tax assessment, bank loan document. They are all in PDF format and have been sent to them at least 10 times. The last time I sent a document was about a week ago. They approve them then decline it. I have sent my license a few times and they decline that. As well as the virtual face recognition. I'm not sure how that gets declined.

Dear ronrieger03,

thank you for your reply.

Could you please forward all communications you have had with this casino to [email protected]. This includes emails, live chat transcripts, and any accompanying screenshots. Kindly include the verification documents you have provided to casino.

Looking forward to your reply.

Katarina

Dear ronrieger03,

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, I emailed all the documents a few days ago to the areas above

I have also forwarded a bunch of emails between us. I don't have copies of the chat room chats we had

Thank you very much, ronrieger03, for your cooperation. I will now transfer your complaint to my colleague Jana ([email protected]) 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.

Dear ronrieger03,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Mr Bet Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Dear Jana,

The reason the player's withdrawal has not yet been processed is that their account verification is still incomplete. The most recent document review took place on July 20, 2025. Since then, no further documents have been submitted.

Unfortunately, the proof of address provided was not accepted due to illegible (blurry) text, and the proof of payment was rejected because the screenshot was cropped and incomplete.

To proceed, the player is kindly requested to upload a new, clear proof of payment dated May 5, 2025, showing the deposit of 150 CAD made to our platform.

Once the required documentation is received and successfully verified, the withdrawal will be processed accordingly.

Dear ronrieger03,

I understand you may feel frustrated about your delayed withdrawal. However, the casino doesn′t have the luxury to see you in person and verify your documents personally, to ensure the funds go to the right owner, I would recommend that you comply with the casino′s request for extra documents for verification.

In case you have any questions, don′t hesitate to contact me. Once you upload all of the documents, please let me know.

Hello, I have sent all the required PDF documents 20 times. They are not blurry, as they are downloaded p. D f files. What exactly documents do they need? And I will download them again. I have sent bank statements, credit card statements. Toll bills, my license government issued documentation Loan statements. I'm not quite sure. What other documentation they require?

Dear Casino representative

could you please clarify which documents are needed in order to fully verify the player′s account?