mBitCasino - Spelarens uttagsbegäran är försenad på grund av KYC.

Ladies and Gentlemen

On Sunday, August 23, 2026, I decided to register and deposit at mBitcasino. I selected a bonus that credited me with €20+. I successfully fulfilled the wagering requirements, everything was easy. So, I wanted to withdraw immediately after fulfilling the requirements. I didn't think anything of it at first, but 5 minutes later, the "request" was rejected. Then I immediately received an email stating that I had to complete a KYC verification with the requested information. So far, so good. I sent my information back to the email address. The waiting time for a response was 24-48 hours, and today is August 26, 2026, and I still haven't received a reply. I even sent new, better pictures. So, I'm asking for your help so that I can finally get a response from the KYC department.

Thank you.

Sehr geehrte Damen und Herren,

Am Sonntag der 23.08.26 habe ich mir gedacht, bei mBitcasino anzumelden und einzuzahlen. Habe eine Boni ausgewählt wo 20€ + gutgeschrieben wurden. Habe diesen erfolgreich umgesetzt alles easy. So, wollte direkt nach dem Umsetzen auszahlen. Habe mir erst nichts gedacht, 5 Min später wurde diese "Anfrage" rejected. So dann direkt eMail dass ich eine KYC machen muss mit den geforderten Daten. Soweit so gut, direkt an die eMail meine Daten zurück gesendet. Wartezeit sind 24-48h dass man Rückmeldung bekommt, so heute ist der 26.08.26 und bis dato keine Antwort. Habe sogar nochmals mit neuen besseren Bilder geschickt. So, ich bitte um eure Hilfe das ich endlich eine Antwort von der KYC Abteilung bekomme.

vielen dank.

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,

Thank you very much for submitting your complaint. I’m truly sorry to hear about the difficulties you’re experiencing.

Please understand that KYC (Know Your Customer) verification is an important and mandatory process designed to ensure the security of both players and the casino. Since online casinos cannot verify identities in person, this is the only way to confirm that the account and funds belong to the rightful owner. Licensed and reputable casinos treat this step with great care, and although it can sometimes take a few working days to complete, it is carried out to protect you and prevent any misuse of your account.

To better understand your situation and move the process forward, could you please provide the following details:

1. Which documents have you already submitted to the casino, and when exactly did you send the most recent one?
2. Were you able to submit all required documents promptly and in the correct format?
3. Has the casino requested any additional documents recently, and if so, which ones?
4. Are there any documents in your account that are currently pending verification?

I truly hope we will be able to help you resolve this matter as quickly as possible. Thank you in advance for your reply and cooperation.

Best regards,

Veronika

Hi Veronika,

Mbitcasino would like to proceed as follows:

1. ID (front/back)

2. Selfie + ID card + "mBit Casino" flyer, date + signature

3. Proof of address

4. Bank card (front/back)

I provided all these details, even again because the selfie quality wasn't okay. Since I paid via Apple Pay, I even uploaded screenshots from my Apple Wallet showing the transaction.

NOTE: I have been registered at mBitcasino.io for more than half a year; before that, I only deposited via crypto, and there was no KYC procedure for withdrawals.

I even wrote to the support email address, the dispute resolution email address, but received no response.

There are four full working days; this process can be completed within that timeframe. I'm getting fed up with waiting and having headaches over this; I would appreciate your prompt assistance. Thank you in advance.

Hi Veronika,

Mbitcasino möchte wie folgt:

1. ID (Vor/Rückseite)

2.Selfie + ID Card + Handzettel "mBit Casino" datum + Unterschrift

3.Addressnachweis

4.Bankkarte (Vor/Rückseite)

diese Punkte alle jeweils bereitgestellt, sogar nochmals weil Selfie Qualität nicht okay war. Da ich, via Apple Pay bezahlt habe, sogar Screenshots aus meiner Apple Wallet hochgeladen wo auch die Transaktion zusehen ist.

ANMERKUNG: Bin bei mBitcasino.io länger als 1/2 Jahr registriert, davor nur via Krypto einbezahlt und da gab's bei Auszahlungen keine KYC Prozedere.

Ich habe sogar der support email geschrieben, streitschlichtungs email aber keine Rückmeldung.

es sind 4 volle Werktage da kann man dieses Verfahren erledigen. Ich hab so langsam keine Lust mehr zu warten und Kopfschmerzen wegen diesem zu haben, bitte um schnelle Hilfe eurerseits und danke schon mal.

Please forward me the documents that you sent to the casino for the verification of your account at veronika.f@casino.guru.

If you received any responses to your messages or if the casino has been in contact with you in the meantime, kindly forward those conversations to me as well.

Thank you for your patience and cooperation.

I just sent you an email, thank you. The KYC team got back to me but has been refusing to accept my POA for days... even though it's an official document.

Ich habe gerade eben Ihnen eine eMail zukommen lassen, danke. KYC Team hat sich gemeldet aber weigert sich meine POA anzunehmen seit Tagen ... obwohl es ein offizielles Dokument ist

Dear apzm_1

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Samuel (samuel.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear apzm_1,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from mBitCasino to join this conversation. Their input should help us move the case forward more efficiently.

Dear mBitCasino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in the player’s withdrawal due to pending verification.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Hello,

Thank you for inviting us to provide updates.

The account is verified, and the funds were withdrawn on 2026-09-04 at 06:03:54 UTC.

We are available should you need more details.

Best regards,

Hello everyone,

thank you very much, mBitCasino, for the update and for confirming that the account has been verified and the funds were withdrawn.

Dear apzm_1,

could you please confirm that you have received the funds?

If everything has been resolved from your side, please also let me know if I can go ahead and close the complaint.

Thank you both for your cooperation.