Mr.Bet Casino - Verification issues and withdrawal delay

Even today, October 3rd, they refused my proof of payment documents.
1. Credit Card Statement
They say it doesn't match the credit card I used, which is completely false! I think they're confusing my account number with my credit card number. I returned the document to them, circling my name, address, and credit card number.
2. Proof of Payment
They're asking for proof of the CAD 100 deposit with my credit card. They tell me the amount isn't the same and that they need to find the card number, my name, and the amount. There was indeed some missing information, so I sent them a screenshot with all this information. However, the amount isn't CAD 100 because the transaction was made in euros and there are currency conversion fees, so the amount appearing on my statement is CAD 102.66. I have four transactions as proof that match my deposits and my card statement, proving the amount isn't the same.

I emailed support to mention the situation and was told they would forward the information to the correct department.

So I'm still waiting for approval of my documents and I hope they won't reject it again because of the different amount. I explained why, and it's clearly visible on my screenshot that the transaction was made in euros and not CAD.

It's now been 48 hours since I sent my last documents. I just contacted support, and they told me that the delays are longer because they are very busy. It's now been a week since I made my withdrawal request and started the validation process. This long waiting time is very frustrating.

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.

Dear Peanut12,

We’re waiting for confirmation of your payment method (bank card). Reason for previous rejection: The provided screenshot did not include complete transaction details.

Since we need confirmation specifically for the card, and your name is missing from your card, you can provide one of the following options:

- An official document from your bank (card confirmation) showing the card mask and your name;
- A bank statement showing the card mask and the deposit of 100 CAD made on 2025-09-29;
- A detailed receipt of this deposit, including the date, amount, time, purpose, and your name.

Once one of these documents is provided, we’ll proceed with the verification.

Hello, honestly, I don't know what documents to provide anymore! I provided you with my September account statement with my name, address, and card number. This statement does not contain the transaction; it will appear on my October account statement, which I don't have on hand. I provided you with the transaction details with my card number, name, date, and amount. As mentioned, the amount is not exact due to the currency conversion. I am attaching additional screenshots that confirm and prove the transactions at your casino.

Please help me with this, as I don't know what additional documents to provide to prove that I am the owner of the card and that I made the deposit. I am acting in good faith and I am providing everything I have on hand.

Here is my July credit card statement and casino transactions that clearly show that the CAD 100 amount is not the same as it includes a conversion rate. So please take this into account in the supporting documents I sent you to prove my September deposit and that I am the owner of the card.

Dear Mr Bet and AskGamblers,

As requested by Mr.Bet Casino, I have just returned not one, but two documents:

1. An official document from your bank (card confirmation) showing the card mask and your name:

I contacted my bank to inquire, and they confirm that there is nothing more official than a statement of account to confirm ownership of a credit card. I have just sent you my July statement of account.
On this document, you will find:
- my name
- my address
- the masked card number
and in addition, you will even find three detailed transactions made with your casino on July 4th and 7th, for which you have the amount in Euros, the conversion rate, and the amount in CAD debited from my credit card.

2. A detailed receipt of this deposit, including the date, amount, time, purpose, and your name:

I have sent you a screenshot of the detailed transaction, which contains:
- my name
- my masked credit card number
- The amount of the transaction ($102.66, because the amount was debited in euros using the current exchange rate)
- and to whom this amount was paid.

The time and purpose are not shown on either the screenshot or the account statement; these are not details provided by my credit card.

It goes without saying that I cannot provide you with information that is not available from my bank...

I hope that with all the documents shared here and sent, we will come to our senses and finalize the verification of my account.

Dear Peanut12,

Earlier in this thread, we indicated that we requested your bank statement showing the deposit for September, not July. The last time you uploaded a statement for June on our website. We kindly ask you to upload your bank statement showing the deposit for September.

You can provide one of the following options:

- An official document from your bank (card confirmation) showing the card mask and your name;
- A bank statement showing the card mask and the deposit of 100 CAD made on 2025-09-29;
- A detailed receipt of this deposit, including the date, amount, time, purpose, and your name.

We appreciate your cooperation and will be happy to review the new document as soon as possible once you upload it to the verification page.

Hello Mr. Bet and Askgamblers,

Unfortunately, my proof of payment verification documents have been rejected for the fifth time. Needless to say, it's frustrating and stressful to not be able to withdraw such a large winning and to feel like you've been scammed despite all the money you've gambled.

I contacted online support and here's the response regarding the detailed receipt I sent: screenshots are not accepted!

So, the documents I'm asked to provide:
1. Photo of the front and back of my payment card. I asked to specify whether it was just the card or a selfie, and they only confirmed the card. I will send these documents later today.
2. The bank statement containing the CAD 100 transaction dated September 29, 2025.
I don't have this document with me. I contacted my banking service and this document will only be available on October 22, 2025!
I will send it as soon as I receive it, hoping this will be the final step in closing this verification file!

I have discussed two points with your online support and would like to have the same confirmation here on this site by Mr.Bet Casino.

1. I want to ensure that the following section of your terms and conditions is not used against me:
3.1.10. We reserve the right to cancel any winnings and suspend the gaming account if the player fails to provide the Company with documents verifying their identity upon request by the Company.

I am required to wait before providing you with the requested documents, and this is beyond my control and will. They will be sent to you as soon as available.

2. You are still talking about proving the CAD 100 deposit. I have repeatedly explained that the transaction shown on the statement will be CAD 102.66, and you will find the amount paid in euros and the conversion rate there. I spoke with your support team, and they confirmed that the department had been informed and that this shouldn't be a problem. I don't want this amount to be a bottleneck and another cause of dispute that would further delay the approval of my documents.

I am acting in good faith, I am extremely patient, and will be even more so until October 22nd, but after that, I expect everything to be resolved quickly and I will be able to withdraw my winnings.

Awaiting your confirmation, Mr.Bet Casino, regarding the two points mentioned above.

Dear PEANUT12,

Please note that the proof of payment previously submitted could not be accepted, as the document did not correspond to the correct transaction month and therefore did not verify the specific deposit made to our platform.

As stated by our support team, screenshots are not sufficient for verification. Only an official bank statement containing the transaction in question can be accepted. If your bank will issue this document on October 22, 2025, your verification will resume upon receipt.

A minor difference in the transaction amount (e.g. due to currency conversion or bank fees) will not affect the verification, provided the statement clearly displays the deposit made to Mr.Bet.

Once the correct document is received, our team will complete the review without further delay.

Dear Mr.Bet,

Thank you for the follow-up; it's appreciated.

Askgamblers, is it possible to pause the complaint until October 22nd and reopen it then?

I sincerely hope that this adventure will be resolved after sending this document.