Mr.Bet Casino - Withdrawal pending due to verification and address update

Dear HASE0107,

We are very sad to hear that you encountered difficulties during verification. We would like to inform you that you did not pass verification on our website; it was requested from you earlier, but you did not complete it. As for the change of address, in order to continue the procedure, it is important for you to upload a document confirming your current address.

To pass verification, it is necessary to upload:
- Identity document - the driver's license you previously uploaded was rejected due to poor lighting. Please take a photo of the document in full size, with good lighting and quality.
- Proof of address - you have uploaded a bank statement. We ask you to upload an alternative document. This can be a utility bill, an internet bill, or any document from the list that our support team has just sent you by email and to your account.
- Document confirming the payment method for the bank card - the document was rejected because you uploaded a screenshot of your card from online banking and a photo of the card without your full name. Please provide card confirmation. Our support team has also sent you additional alternatives for this document.
- Document to confirm Skrill payment method - it was rejected because you uploaded a screenshot without full account details (there is a “Gehe zu Profil details” button on your screenshot - you can go there and take a screenshot of your full Skrill account details).

Once the documents meet all requirements, they will be accepted and verified, and your withdrawal request will be processed. If you have any questions, we will be happy to help.

Hello Mr. Bet Team,

thank you for your previous reply.

I would like to clarify that I already uploaded the requested documents more than 48 hours ago directly through your website. In addition, I have submitted the documents again to make sure everything required for the verification is available.

Unfortunately, the Skrill document is still not being accepted, even though I followed the instructions provided. I am concerned that this might be related to the fact that my address has still not been updated in my account. The documents I submitted, including the Skrill statement, show my current address, which may not match the outdated address currently displayed in my profile.

I am fully cooperating and providing all requested documents, and I hope this will finally allow the verification process to be completed so that my withdrawal can be processed.

Please confirm if anything is still missing or if any further adjustments are required.

Thank you for your support.

Kind regards,
Marcel Hasbauer

Update regarding verification and withdrawal – Mr Bet

I would like to provide an update on the current situation.

I uploaded all requested verification documents on Friday. I was initially informed that the review process would take up to 48 hours. However, the verification has now been pending for significantly longer than that timeframe.

I contacted the live chat support again to request clarification. The support team informed me that my documents are still under manual review due to a high volume of requests. They also confirmed that all withdrawals can only be processed after the verification is successfully completed.

I specifically asked whether, once verification is approved, the withdrawal would be processed immediately or if any additional checks or documents would be required. I was told that as soon as the verification is completed, my withdrawal requests will be accomplished, and I will receive an email notification once approved.

At this stage, I am still waiting for the verification to be finalized and for the withdrawal to be processed accordingly.

I will continue to provide updates here for transparency.

I would like to provide a positive update regarding my case.

My verification has now been successfully completed, and the majority of my withdrawal requests have been processed and paid out. I sincerely appreciate that once the verification was finalized, Mr Bet handled the payments quickly and cooperatively. Thank you to the team for working through the process and completing the review.

An amount of €3,000 has not yet been paid out. According to the information provided, this is due to the weekly withdrawal limit of €5,000 being exceeded. The remaining €3,000 is therefore scheduled for the next withdrawal cycle, with the date set for 24.02. I am now waiting for next Monday and hope that the final payment will be completed smoothly as scheduled.

I would also like to express my sincere gratitude to AskGamblers for their support throughout this process. Having an independent platform that assists players and ensures transparency truly makes a difference. Your involvement helped bring clarity to the situation, and I am very thankful for your guidance and professionalism.

I will provide a final update once the remaining amount has been received.

Dear HASE0107,

We sincerely appreciate your cooperation and are glad that you have passed verification. The next withdrawal request will be processed on February 24 in accordance with our website rules.

If you have any questions, we will be happy to help you.

Dear Mr. Bet Team,

thank you for confirming that my verification has been successfully completed.

I appreciate your clarification regarding the next withdrawal request being processed on February 24 in accordance with your website rules.

To ensure transparency, I would like to confirm that the remaining withdrawal amount will be processed on that date.

Thank you for your cooperation in resolving this matter. I will wait for February 24 and look forward to the completion of the withdrawal.

Kind regards,
Marcel Hasbauer

Dear AskGamblers Team,

Please review this case. The user’s primary issue has already been resolved, and there was no breach on the casino’s side withdrawal limits were applied in accordance with the terms and conditions. Could you clarify on what grounds this complaint remains open?

Dear @HASE0107,

The AskGamblers Complaint Team is kindly asking you to let us know if you consider the complaint resolved. Please note that in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind 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.

We would also like to use the occasion and remind you to contact our team and request the reopening of a complaint in case something goes wrong with your outstanding payment/s.

Thanks in advance for your cooperation.

Dear AskGamblers Team,

Today is February 24, which is the date repeatedly confirmed by the casino for processing the remaining €3,000 withdrawal.

Despite this, the withdrawal has still not been processed, and I am again receiving generic responses instead of a clear confirmation of execution.

My withdrawal request has been pending since February 4. The weekly limit explanation was accepted, and I waited until the new period began. However, now that the stated date has arrived, there is still no actual processing visible.

For this reason, I do not consider the issue resolved yet. I kindly request that the complaint remain open until the full withdrawal has been processed and received.

Thank you for your continued assistance.

Dear AskGamblers Team,

I would like to provide a structured update regarding my complaint.

• On 04.02.2026, I submitted a withdrawal request of €3,000.
• On 16.02.2026 at 15:50, two previous withdrawals (€2,000 and €500) were processed.
• The casino informed me that due to the weekly withdrawal limit of €5,000 (Section 3.6.1), the remaining €3,000 could only be processed once the new 7-day period began.

According to the casino’s own terms, the weekly period runs seven days from the date of the last processed withdrawal. Therefore:

• Last processed withdrawal: 16.02.2026 at 15:50
• Weekly limit reset: 23.02.2026 at 15:50

Despite this, the casino repeatedly stated that the withdrawal would be processed on 24.02.2026.

Throughout 24.02.2026, I contacted support multiple times. I was repeatedly informed that:

• The withdrawal would be processed on 24.02.
• My request had not been overlooked.
• I simply needed to wait.

However, by the end of 24.02.2026 (including the casino’s own time zone), the withdrawal had still not been processed.

Important points:

• My account is fully verified.
• No additional documents are pending.
• No bonus conditions apply.
• The weekly limit had already reset.
• The withdrawal request has been pending since 04.02.2026.

The issue is therefore not the existence of withdrawal limits, but the continued delay even after the limit reset and after explicit confirmation that the payment would be processed on 24.02.2026.

As of now, the withdrawal remains unprocessed.

For this reason, I kindly request that the complaint remain open until the payment has been fully processed and received.

Thank you for your assistance.

Dear HASE0107,

Please note that on February 16, you had three processed withdrawal requests (in addition to a withdrawal request for €212.89) and the two you mentioned. According to the limits, the next withdrawal request could be processed starting February 24.
Today, the withdrawal request for €3,000 has been marked as “successful.”

Thank you for your cooperation. We will be happy to help if you have any questions.