Complaint #466 Mr.Bet Casino

Stalling my withdrawal since February 2025 unfair and fraudulent KYC Practices

By micheleddd

1 year ago

Date of First Withdrawal Request:

16th February 2025

Issue Summary:

I have been trying to withdraw my legitimate winnings (€2,000) from Mr.Bet Casino since February 16th, 2024, but they continue to stall the process under the guise of KYC verification. I have provided over 10 different official documents, yet they keep rejecting them without valid justification, creating an endless loop of unnecessary requests.

Documents Provided (All Showing My Official Address & Identity):

Official Government Residence Certificate (Rejected)

Selfies with Documents (Accepted)

Full Tax Return from Iceland Government (Rejected)

Payslips from my Full-Time Job (Accepted?)

Bank Statement (Rejected)

Credit Card Ownership Statement from the bank(Rejected)

Debit Card Statement from the bank(Rejected)

Employment Contract from My Employer (Accepted?)

Health Ensurance Statement (Rejected)

Housing Benefits Statement (Rejected)

Proof of Address from Government of Iceland(Rejected)

Skrill Account Screenshot for Payment Verification (Accepted?)

Despite submitting official Icelandic government documents showing my residence and tax payments, they continue to claim they cannot verify where I live, which is completely unreasonable.

Evidence of Stalling Tactics:

Continuous Document Rejections – My Mr.Bet messages dashboard is filled with repeated messages of “Document Rejected” since February 16th (see attached screenshot).

Unjustified Document Requests – At one point, they even asked me for proof of company ownership, despite my account being personal, and I have never owned a company.

Robotic & Unhelpful Responses – Their support team sends copy-paste responses without addressing the specifics of my case. They keep saying, “Verification is in progress,” yet provide no real justification for rejecting my official government documents.

Third-Party KYC Provider Confirms Mr.Bet is Responsible:

I contacted Sumsub, the third-party KYC provider used by Mr.Bet, and they confirmed that Mr.Bet itself is solely responsible for the verification decisions. This confirms that Mr.Bet is deliberately abusing the KYC process to stall or avoid payouts.

Suspicious License Status:

I also discovered that Mr.Bet is operating without a fully issued license from the Curacao Gaming Authority. Their certificate status is "Awaiting License Issuance," meaning they are not fully licensed to operate.

🔗 Mr.Bet’s Certificate (Curacao License Status - Orange = "Awaiting License Issuance")

https://cert.gcb.cw/certificate?id=ZXlKcGRpSTZJaXROU25OVlFtMHlZVVZGWkdSTlNTODN

Skrill’s Involvement & Possible Endorsement of Mr.Bet:

It is alarming that Skrill actively promotes Mr.Bet on its app’s homepage under the section “Pay Online” with the subtitle “Visit our partners and deposit with Skrill.” This implies Skrill is endorsing Mr.Bet, even though the casino is actively stalling payments to customers.

Resolution Requested:

Immediate Approval & Processing of My €2,000 Withdrawal.

An Official Explanation from Mr.Bet on Why My Government-Issued Documents Were Repeatedly Rejected Without Cause.

If My Funds Are Not Released, I Will:

File formal complaints with Curacao Gaming Authority, Skrill, Visa, and relevant consumer protection agencies.

Escalate legal action for unfair business practices and fraud.

This is not just about my case. Mr.Bet’s actions set a dangerous precedent for players who are at risk of similar scams. If they can get away with this behavior, other casinos will follow suit. This needs to be investigated, and AskGamblers should not let such practices continue unchecked.

Supporting Evidence Attached:

Screenshots of my Mr.Bet dashboard (showing repeated document rejections since February 16th).

Email exchanges with Mr.Bet support (showing robotic responses and their refusal to accept official documents).

Screenshots of my emails asking for verification completion.

Skrill App Screenshot Showing Mr.Bet Promotion.

This is a clear case of a casino stalling payouts through unfair KYC abuse.

Best regards,

Disputed Casino Mr.Bet Casino

Reason Verification issues

Amount €2000

Discussion

AskGamblers

• Support Team

1 year ago

Dear @micheleddd,

Please let us know if there are any updates regarding your ongoing complaint. In case you fail to respond within the given timeframe, please be notified that we will consider your case resolved and it will be closed accordingly.

Kindly note that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Mr.Bet Casino

• Representative

1 year ago

Dear Micheleddd,

we are sincerely regret that verification took a little longer than usual. However, earlier documents were rejected because they did not fulfil the requirements. Today you have uploaded correct documents and verification has been successfully completed.

One withdrawal request is already successful. Today you have also created new withdrawal requests. The payment processing time on our side is usually up to 48 hours, but we do our best to make it faster.

We are grateful for your cooperation and will always be ready to help you if you have any questions.

AskGamblers

• Support Team

1 year ago

Dear Mr.Bet Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Mr.Bet Casino Complaint Stats

Resolved 165 / 167

Avg. Amount $4,030

Avg. Complaint Duration 10 days

Avg. Response Time 2 days

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