Mr Bet Casino - Spelarens uttag har försenats.

I deposited 50000 CLP at Mr. Bet casino and won 1015750 legitimately. I requested a withdrawal but they rejected 7 verified documents (RUT, receipt, bank statements).

Support says there's a system problem; they don't pay. I've already filed a formal complaint with SERNAC (proof attached).

I urgently need my 1015750 for medical expenses/kennel exams (I've attached full chats, all documents sent)

Deposite 50000CLP en mr. Bet casino y gane 1015750 legitimo Solicite retiro pero rechazaron 7 documentos verificados (rut,boleta,extractos bancarios.

soporte dice problema sistema mero NO pagan. Ya hice reclamo formal sernac ( adjunto comprobante)

necesito mi 1015750 Urgente para gastos médicos /exámenes perreras ( adjunto chats completos, todos documentos enviados)

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.

Dear Bu2712, 

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? 

Has the casino indicated that there might be a problem with approving specific documents?

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, 

Attila

Thank you Athena.

Yes, I sent ALL the documents: bank statements, messages where they were rejected due to lack of payment documents to the casino, SERNAC complaint.

Casino declined without explanation. I await Mr. Bet's response. **[←this]**

Gracias Atenea. 

Sí, envié TODOS docs: extracciones bancarias, mensajes donde fueron rechazados por falta de documentos de pago al casino, reclamo SERNAC. 

Casino rechazó sin especificar. Espero respuesta Mr Bet. **[←esta]**

Thank you Athena.

Yes, I sent ALL the documents: bank statements, messages where they were rejected due to lack of payment documents to the casino, SERNAC complaint.

Casino declined without explanation. I await Mr. Bet's response. **[←this]**

Gracias Atenea. 

Sí, envié TODOS docs: extracciones bancarias, mensajes donde fueron rechazados por falta de documentos de pago al casino, reclamo SERNAC. 

Casino rechazó sin especificar. Espero respuesta Mr Bet. **[←esta]**

Thank you Athena.

Yes, I sent ALL the documents: bank statements, messages showing they were rejected due to lack of payment documents to the casino, and a complaint to SERNAC (Chilean National Consumer Service). Last request 03/02/2026, last rejection 09/02/2025

Casino declined without explanation. I await Mr. Bet's response.

Gracias Atenea. 

Sí, envié TODOS docs: extracciones bancarias, mensajes donde fueron rechazados por falta de documentos de pago al casino, reclamo SERNAC. ultima solicitud 03/02/2026 rechazo último 09/02/2025

Casino rechazó sin especificar. Espero respuesta Mr Bet

minute

Thank you Athena.

Yes, I sent ALL the documents: bank statements, messages where they were rejected due to lack of payment documents to the casino, SERNAC complaint.

Last request 03/02/2026

Casino rejected the request on 09/02/2026 without specifying. I await a response from Mr. Bet.

minuto

Gracias Atenea. 

Sí, envié TODOS docs: extracciones bancarias, mensajes donde fueron rechazados por falta de documentos de pago al casino, reclamo SERNAC. 

Última solicitud 03/02/2026

Casino rechazó 09/02/2026 sin especificar. Espero respuesta Mr Bet

Thank you Athena.

Yes, I sent ALL the documents: bank statements, messages where they were rejected due to lack of payment documents to the casino, SERNAC complaint.

Last request 03/02/2026

Casino rejected the request on 09/02/2026 without specifying. I await a response from Mr. Bet.

Gracias Atenea. 

Sí, envié TODOS docs: extracciones bancarias, mensajes donde fueron rechazados por falta de documentos de pago al casino, reclamo SERNAC. 

Última solicitud 03/02/2026

Casino rechazó 09/02/2026 sin especificar. Espero respuesta Mr Bet

I have already sent all the documents and evidence regarding Mr Bet's non-payment

Ya envié todos los documentos y pruebas respecto a la no pago de Mr Bet

Dear Bu2712,

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, Hadi (hadi.a@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,

Attila

Dear Bu2712,

It’s a pleasure to e-meet you. My name is Hadi, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Mr Bet Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Mr Bet Casino,

Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify the reasons behind the delay in processing the player's withdrawal.

Thank you in advance for your cooperation and prompt response.

Best regards,

Hadi

Dear Hadi,

The user is currently undergoing the verification process.

They are required to upload a proof of payment for the transaction dated 2025-12-28.

Reason for rejection: no new proof of payment document has been provided. Additionally, the submitted proof of payment consists of merged screenshots or scans, which is not acceptable.

From Banco de Chile No. 202601798353 confirming the request for the required payment receipt (transaction 12/28/2025). The bank will contact me soon (estimated 20-23 Feb).

I reiterate: the receipt dated 12/27/2025 ($50,000 "pk businesses in l") matches your records. Please press Mr Bet to verify $1,075,000.

Del Banco de Chile No. 202601798353 confirmando solicitud del comprobante de pago requerido (transacción 28/12/2025). Banco me contactará pronto (estimado 20-23 feb).

Reitero: comprobante 27/12/2025 ($50.000 "pk comercios en l") coincide sus registros. Ruego presionen Mr Bet para verificar $1.075.000.

Dear both,

Thank you for your updates and cooperation.

At this stage, we will wait for the player to receive the official proof of payment from the bank and submit it to the casino for review. Once the document is available and uploaded, we can reassess the situation accordingly.

Dear player, please keep us informed about the progress with your bank.

Kind regards,

Hadi

Hello team, attached:

1. Mr.Bet support chat confirms transaction 28/12/2025 [Attachment]

2. Banco de Chile contract dated 27/12/2025 [Attached]

Bank verifies payment system 12/27 (subsequent request)

Hola equipo, adjunto:

1. Chat soporte Mr.Bet confirma transacción 28/12/2025[Adjunto]

2. Contrato Banco de Chile fechado 27/12/2025[Adjunto]

Banco verifica sistema pago 27/12 (requerimiento posterior)

In the previous thread, I attached the PDF of the receipt with the information about this transaction. Thank you, team.

hilo anterior adjunte el pdf de la constancia con la información sobre esta transacción. Gracias equipo

Dear Hadi,

The reason for the most recent document rejection is that no new document was uploaded. Additionally, a screenshot of an SMS message from a mobile phone was provided, which we are unable to accept as valid verification documentation.

We strongly recommend that Bu2712 contact our Customer Support team via live chat or email to receive clear and specific guidance on exactly which document needs to be submitted. Carefully following the instructions provided by the support team will allow the verification process to proceed without further delays.

I sent Mr.Bet proofs for verification where it was rejected again.

attached message at verification time

We can't verify it yet.

Please review your documents before submitting them.

You need to resend

Try again

Method of payment

We were unable to verify your payment document. Please resend a clear image showing all the required details for your payment method (bank card, bank statement, or e-wallet). Make sure the document is original (not a copy), well-lit, and fully visible.

Forward.

Mr. Bet chat attached

Bu2712

2026-02-20 19:28:06

I need help sending verification

Tiffany

2026-02-20 19:28:07

Thank you for contacting Mr.Bet Customer Service! I'm Tiffany, and I'll be happy to help you with any questions you may have.

Tiffany

2026-02-20 19:28:15

Hello, Yeny!

Tiffany

2026-02-20 19:28:20

I will do everything I can to help you.

Tiffany

2026-02-20 19:29:01

Please clarify the question

Tiffany

2026-02-20 19:30:33

I'll transfer you to the operator. Her name is Miria and she'll be able to help you further.

Bu2712

2026-02-20 19:30:45

Hello Mr Bet team, I am attaching the ONLY PDF: official Banco Chile receipt for the $50,000 charge dated December 27, 2025, to PK COMERCIOS EN L (deposit for withdrawal of $1,015,750). My bank requires a personal password for direct PDF access, so I am sending a screenshot converted to PDF showing: My full name, exact amount $50,000, date December 27, 2025, merchant PK COMERCIOS EN L

Miria

2026-02-20 19:30:49

Hi, Yeny!

Miria

2026-02-20 19:31:20

Could you tell me what problem you encountered during the verification?

Bu2712

2026-02-20 19:31:44

All attempts rejected

Bu2712

2026-02-20 19:32:07

Everything sent is rejected

2026-02-20 19:32:59

Please note that the required documents are: 1) A bank statement or screenshot from your online banking showing your name, the deposit made to our casino, and your National Identity Number - 50,000 CLP dated December 28, 2025. 2) A screenshot from your online banking or bank statement. We need to see your bank account number and the account holder's name.

Miria

2026-02-20 19:33:45

Previously, your documents were not accepted because no document was uploaded to verify the deposit and a screenshot of the SMS was uploaded to verify the withdrawal.

Bu2712

2026-02-20 19:35:45

I requested a certificate from the Bank of Chile, but it is dated December 27th at 11:10 PM.

Maria

2026-02-20 19:36:26

Please upload your documents to the verification page, then they will be verified by our department.

Miria

2026-02-20 19:38:14

I have to leave work. My colleague will be able to assist you further. I apologize for having to leave. David is the expert on your question and will be happy to help.

David

2026-02-20 19:38:16

Hi Yeny!

Bu2712

2026-02-20 19:38:19

The receipt shows the date, time, my personal information, payment amount, and the bank's explanation that it can't be dated December 28th because the payment was made on December 27th at 11:12 PM.

David

2026-02-20 19:38:21

Please wait a moment while I verify this information.

Bu2712

2026-02-20 19:42:18

ERROR: I never sent SMS messages. I always sent official Banco Chile bank statements. NEW requirements they're asking for now: 1. Statement with name + $50K deposit on December 28th + RUT (Chilean tax ID) ✓ SENT 2. Account number + account holder's name ✓ SENT **WHICH specific document was REJECTED and WHY?** No clear answer,

David

2026-02-20 19:42:36

In any case, we ask that you please upload the requested documents in the verification section.

David

2026-02-20 19:42:36

Thank you for pointing out the discrepancy in the document date. I will inform the relevant department.

Bu2712

2026-02-20 19:44:45

But I will upload the PDF proof; I reiterate that the deposit is dated December 27th at 23:12:16 hrs.

Bu2712

2026-02-20 19:46:08

The bank tells me it was December 27th, but the system can't change the date because the payment was actually made on December 27th.

David

2026-02-20 19:46:50

Please upload the requested deposit slip and I will inform the relevant department about the time difference shown on the document.

Bu2712

2026-02-20 19:47:51

Okay, I'll upload the certificate as a PDF file.

David

2026-02-20 19:48:45

Please upload these documents to the verification tab of your profile, and they will be reviewed by the relevant department within 24 to 48 hours. I hope your documents will be successfully accepted this time.

Bu2712

2026-02-20 19:49:02

Can I send a screenshot?

Bu2712

2026-02-20 19:50:14

Can't I take a screenshot from a PDF only?

David

2026-02-20 19:50:25

You can send it as a screenshot or as a statement of account in PDF format.

Bu2712

2026-02-20 19:51:01

Perfect explanation

Bu2712

2026-02-20 19:51:19

Thank you so much

Bu2712

2026-02-20 19:52:50

See you soon

Bu2712

2026-02-20 19:53:06

4

David

2026-02-20 19:53:09

Perhaps you have any other questions about the verification, Yeny?

Bu2712

no doubts

envié constancias Mr.Bet a verificación donde vuelve a salir rechazado

adjunto mensaje al momento de verificación

Aún no podemos verificarle

Revise sus documentos antes de enviarlos

Necesita reenvío

Intentarlo de nuevo

Forma de pago

No pudimos verificar tu documento de pago. Por favor, vuelve a enviar una imagen clara que muestre todos los detalles requeridos para tu método de pago (tarjeta bancaria, extracto bancario o e-wallet). Asegúrate de que el documento sea original (no una copia), bien iluminado y visible en su totalidad.

Reenviar.

adjunto chat Mr.Bet

Bu2712

2026-02-20 19:28:06

Necesito ayuda para enviar verificación

Tiffany

2026-02-20 19:28:07

¡Gracias por ponerse en contacto con el servicio de atención al cliente de Mr.Bet! Soy Tiffany y sera un gusto ayudarle con todas sus preguntas

Tiffany

2026-02-20 19:28:15

Hello, Yeny!

Tiffany

2026-02-20 19:28:20

Haré todo lo posible por ayudarte.

Tiffany

2026-02-20 19:29:01

Por favor aclare la pregunta

Tiffany

2026-02-20 19:30:33

Lo transferiré con la operadora Se llama Miria y le brindará más ayuda.

Bu2712

2026-02-20 19:30:45

Hola equipo Mr Bet, Adjunto ÚNICO PDF: constancia oficial Banco Chile del cargo $50.000 fecha 27 diciembre 2025 a PK COMERCIOS EN L (depósito para retiro $1.015.750). Mi banco requiere clave personal para PDF directo, por eso envío captura convertida a PDF mostrando: Mi nombre completo Monto exacto $50.000 Fecha 27 diciembre 2025 ComercioPK COMERCIOS EN L

Miria

2026-02-20 19:30:49

Hola,Yeny!

Miria

2026-02-20 19:31:20

¿Podrías decirme qué problema encontraste durante la verificación?

Bu2712

2026-02-20 19:31:44

Todos intentos rechazados

Bu2712

2026-02-20 19:32:07

Todo lo enviado es rechazado

2026-02-20 19:32:59

Por favor, tenga en cuenta que los documentos solicitados son: 1) Extracto Bancario o captura de pantalla de la banca en línea donde podamos ver su nombre, Depósito a nuestro casino y Número de Identidad - 50.000 CLP de fecha 2025-12-28. 2) La captura de pantalla de su banca en línea o del extracto bancario. Necesitamos ver el número de su cuenta bancaria y el nombre del titular.

Miria

2026-02-20 19:33:45

Anteriormente, sus documentos no fueron aceptados porque no se cargó ningún documento para verificar el depósito y se cargó una captura de pantalla del SMS para verificar el retiro.

Bu2712

2026-02-20 19:35:45

Pedí una constancia al banco de chile pero está con fecha 27 de diciembre 23:10 hrs

maria

2026-02-20 19:36:26

Por favor, cargue sus documentos en la página de verificación, luego serán verificados por nuestro departamento.

Miria

2026-02-20 19:38:14

tengo que irme de mi trabajo. Mi compañero le atenderá más. Le pido disculpas por tener que dejarle. Es David, quien es competente en su pregunta y con gusto le ayudará.

David

2026-02-20 19:38:16

Hola Yeny!

Bu2712

2026-02-20 19:38:19

La constancia dice la fecha la hora mis datos personales valor del pago comercio me explican del banco no puede ser con fecha 28 dic xq el pago se realizó el 27 diciembre 23:12hrs

David

2026-02-20 19:38:21

Por favor, espere un momento mientras verifico esta información.

Bu2712

2026-02-20 19:42:18

ERROR: Nunca envié SMS Siempre extractos bancarios oficiales Banco Chile. Requisitos NUEVOS que piden ahora: 1. Extracto con nombre + depósito $50K 28/12 + RUT ✓ ENVIADO 2. Nº cuenta + nombre titular ✓ ENVIADO **¿CUÁL documento específico RECHAZARON y POR QUÉ?** Sin respuesta clara,

David

2026-02-20 19:42:36

En cualquier caso, le pedimos que, por favor, cargue los documentos solicitados en la sección de verificación.

David

2026-02-20 19:42:36

Gracias por mencionar este detalle sobre la diferencia en la fecha del documento. Informaré al departamento correspondiente.

Bu2712

2026-02-20 19:44:45

Pero lo que subiré el pdf la constancia reitero que el depósito tiene fecha 27 diciembre 23:12:16 hrs

Bu2712

2026-02-20 19:46:08

Banco me dice que fue 27 diciembre sistema no puede cambiar fecha por que la realidad el pago fue el 27 diciembre

David

2026-02-20 19:46:50

Por favor, cargue el comprobante de depósito solicitado y yo informaré al departamento correspondiente sobre la diferencia en la hora que figura en el documento.

Bu2712

2026-02-20 19:47:51

Ok subiré la constancia como archivo pdf

David

2026-02-20 19:48:45

Le pedimos que cargue estos documentos en la pestaña de verificación de su perfil, y serán revisados por el departamento correspondiente en un plazo de 24 a 48 horas. Espero que esta vez sus documentos sean aceptados con éxito.

Bu2712

2026-02-20 19:49:02

Captura de pantalla nobsenouede enviar?

Bu2712

2026-02-20 19:50:14

Captura de pantalla no se puede solo pdf?

David

2026-02-20 19:50:25

Puede enviarlo como captura de pantalla o como estado de cuenta en formato PDF.

Bu2712

2026-02-20 19:51:01

Perfecta la aclaración

Bu2712

2026-02-20 19:51:19

Muchas gracias

Bu2712

2026-02-20 19:52:50

Hasta pronto

Bu2712

2026-02-20 19:53:06

4

David

2026-02-20 19:53:09

¿Tal vez tiene alguna otra duda sobre la verificación, Yeny?

Bu2712

no dudas

In summary, Mr.Bet's support team told me via chat that I could send my payment information as either a screenshot or a PDF, and that these documents would be accepted for verification. However, Mr.Bet's verification system continues to automatically reject my files with the message that "the document could not be verified" or that "it is not original," without clearly explaining what is missing or respecting what their own support team confirmed in writing. This contradiction between what the chat says and the system's automated response demonstrates inconsistent and unfair treatment of my withdrawal request.

En resumen, el equipo de soporte de Mr.Bet me indicó por chat que podía enviar la información de mi pago tanto como captura de pantalla como en formato PDF, y que esos documentos serían aceptados para la verificación. Sin embargo, el sistema de verificación de Mr.Bet sigue rechazando mis archivos automáticamente con el mensaje de que "no se pudo verificar el documento" o que "no es original", sin explicar con claridad qué falta ni respetar lo que su propio soporte confirmó por escrito. Esta contradicción entre lo que dice el chat y la respuesta automática del sistema demuestra un trato inconsistente e injusto hacia mi solicitud de retiro.

Dear Mr. Bet Casino,

Could you please clarify exactly what is missing or incorrect in the most recently submitted document, so the player can provide the correct version and complete the verification?

Dear Bu2712,

In the meantime, could you please forward the most recently submitted document to my email at hadi.a@casino.guru so I can review it as well?

Best regards,

Hadi

Hello Guru team,

I already sent the ENTIRE Mr Bet verification document to the email hadi.a@casino.guru + **I ATTACHED proof of payment issued by Banco de Chile** (shipping confirmation attached).

Hola equipo Guru,

Ya envié TODO el documento de verificación de Mr Bet al correo hadi.a@casino.guru + **ADJUNTÉ constancia de pago emitida por Banco de Chile** (confirmación de envío adjunta).

"URGENT! Mr.Bet REJECTED MY VERIFICATION AGAIN. Response arrived TODAY 23/02/2026 16:36. ORIGINAL screenshots attached prove EVERYTHING is correct. I demand immediate verification + withdrawal of balance + winnings NOW. 48 hours maximum or I'll escalate! 💥"[Attached]

Send that with raw photos via thread + email

"¡URGENTE! Mr.Bet RECHAZÓ MI VERIFICACIÓN OTRA VEZ. Respuesta llegó HOY 23/02/2026 16:36. Pantallazos ORIGINALES adjuntos demuestran TODO correcto. Exijo verificación inmediata + retiro saldo+ganancias YA. ¡48hs máximo o escalo! 💥"[Adjunto]

¡Envía eso con fotos crudas por hilo+correo

Dear Hadi,

The user has repeatedly submitted the same email screenshots, statements with different dates, edited PDF files (apparently compiled manually from various statements or emails), as well as photos of bank cards.

To proceed with verification, the user must upload the original bank statements in PDF format directly issued by the bank, clearly showing the relevant incoming and outgoing transactions.

Dear all,

Thank you for your response and clarification. I appreciate the update.

Dear Bu2712,

I have also sent another email to you regarding the documentation requirements and next steps.

Dear Mr Bet Casino

if you are willing, you can share any detailed findings or supporting information with me directly via email at hadi.a@casino.guru so I can review it and assist with mediation as effectively as possible.

Kind regards.

Hadi

Dear Bu2712,

I would like to confirm that I have received your email. Thank you for your cooperation.

We will review the information you provided and will update you once we have more details.

Dear Mr Bet Casino Team,

For the sake of a fair and thorough review, could you please share with me via email any supporting evidence or specific findings that led to your concerns?

Any information sent to hadi.a@casino.guru will remain strictly confidential and used only for internal mediation purposes.

Thank you for your cooperation.

Kind regards,

Hadi

Dear Hadi,

The user has uploaded the same documents as before: previously rejected screenshots of statements for a different date, a screenshot from our website for the proof of payment she used for the deposit, and a cropped PDF screenshot from a messenger. Additionally, two statement screenshots were converted to PDFs for proof of payment for the withdrawal request, one of which is under a different name. We are still awaiting the original statements for both the deposit proof and the withdrawal request proof of payment.

Everything legitimate has already been sent to the email addresses of both Mr Bet and Casino Guru; both have also sent the documents for verification. Please don't delay; we've been dealing with this matter for a long time.

Ya se envió todo legítimo a correo tanto de Mr Bet con casino guru ambos tiene los documentos también enviados a verificación no dilaten ya llevamos mucho tiempo en este asunto

Their own internal documents say live chat 'legitimate'.

Bank confirms it does NOT generate PDFs with 'Mr.Bet/Upir' – only 'PK Comercio'.

OFFICIAL PDF December 2025 with 50k movement 27-Dec.

Sus propios documentos internos dicen chat vivo 'legítimos'. 

Banco confirma NO genera PDFs con 'Mr.Bet/Upir' – solo 'PK Comercio'.

OFICIAL PDF diciembre 2025 con movimiento 50k 27-dic.

Legitimate documents** = Live chat said so

Official statement for December. They already have it.

Guru pressure please thank you hadi

Documentos legítimos** = Chat vivo lo dijo

Cartola oficial diciembre Ya la tienen 

Presión Guru por favor gracias hadi

Dear Hadi, we both know that Mr. Bet is lying. Kind regards.

Querida Hadi ambos sabemos que Mr. Bet está mintiendo saludos cordiales

Dear Hadi,

We need your assistance and clarification regarding this case.

The user continues to upload the same documents that do not meet the verification requirements. We have already provided feedback multiple times, along with a clear list of the specific documents that must be submitted.

At this point, additional guidance or intervention from your side would be highly appreciated.

Dear all,

I have sent an email to both parties to request further clarification and documents. I will update you once I receive a response.