The Residence Casino – generel debat

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I am having issues contacting the casino. I am constantly in a queue for their online chat and then get kicked off due to inactivity. I have sent them numerous emails and no response. I have pending withdrawals

Being repeatedly disconnected from live chat while your emails go unanswered is understandably frustrating, especially with withdrawals pending.

How long have you been waiting for the withdrawals, what is the total amount, and which payment method are you using? Also, has your account verification been completed, and have you received any explanation for the delay?

We generally allow casinos up to 14 days to process withdrawals, but that isn’t a strict requirement to wait before seeking help. The next step will depend on how long this has been going on and whether there are any other issues beyond the lack of communication.

Hi thank you. Not a massive amount just £60 in two separate £30 transactions. Both withdrawn on 28th September.

Level 1 verification: basic is verified

Level 2: identification: awaiting approval.

Numerous emails and attempts at online chat and I've had no response yet.

Even though it’s £60, you still deserve a response and a clear explanation.

Your withdrawals have now been pending for ten days. The identification check awaiting approval could be holding them up, although we don’t have confirmation from the casino. When did you submit the documents for Level 2 verification? Does the account show anything else you need to provide, or simply that they’re awaiting approval?

For now, leave both withdrawals pending. The lack of communication is frustrating, but knowing how long the documents have been waiting will help us assess the next step.

Hi, I only noticed on 6th October that ID checks were not complete as they are not in an obvious place on the site. Screen shot provided. The only way to escalate is through online chat (no way of getting through) or via email where no response at all. I even tried the affiliate email address on their site to try and get a response but that email bounced back to be as undeliverable

Thank you I appreciate you taking time to respond.

The screenshot confirms that your identity verification is awaiting approval, but it doesn’t show when the documents were submitted. Did you upload them on 6 October when you noticed this, or had you already submitted them earlier?

If you uploaded them on the 6th, the verification itself has only been waiting a few days, although your withdrawals have been pending since 28 September. That distinction helps us understand the delay.

I understand you’ve already tried the available contact channels without success. There’s no need to keep repeating those attempts for now. Let me know about the upload date so we can assess the next step.

Kære Casino Guru-team,

Tak for din feedback.

Jeg vil gerne afklare en vigtig misforståelse: Jeg startede ikke verifikationsprocessen den 6. oktober. Jeg har forsøgt at verificere min bopælsadresse hos MrBet i cirka seks uger nu.

Skærmbilledet fra den 6. oktober viser blot status for min verifikation på det tidspunkt. Det betyder ikke, at jeg indsendte mine dokumenter for første gang på den dag.

Jeg begyndte at bevise min identitet og især min hjemmeadresse for omkring seks uger siden.

Siden da har jeg uploadet mindst 20 forskellige dokumenter og beviser. Jeg er i kontakt med casinoet cirka hver anden dag, hvor jeg indsender nye dokumenter eller prøver at finde ud af, hvorfor mine tidligere dokumenter ikke blev accepteret.

Problemet er, at mine dokumenter gentagne gange bliver afvist uden en konkret og forståelig forklaring på, hvad der angiveligt er galt med dem.

For eksempel blev jeg på et tidspunkt informeret om, at scannede dokumenter ikke ville blive accepteret. Som følge heraf undlod jeg at scanne nogen dokumenter.

Jeg blev derefter informeret om, at dokumenter ikke måtte konverteres til PDF-filer eller oprettes separat som PDF'er. Jeg opfyldte efterfølgende også dette krav.

Jeg tilpassede min fremgangsmåde hver gang i henhold til casinoets instruktioner. Ikke desto mindre blev de indsendte dokumenter afvist igen.

Blandt andet indsendte jeg officielle breve fra regeringen, forsikringsdokumenter og anden dokumentation, som ifølge de krav, der blev sendt til mig, generelt burde være egnet som bevis for adresse.

Jeg modtager dog hele tiden den samme besked om, at mit dokument er blevet afvist, eller at min konto stadig ikke er fuldt verificeret.

Det jeg mangler er en konkret forklaring på, hvilket krav det respektive dokument rent faktisk ikke opfylder.

Dette er derfor ikke en verifikationskontrol, der kun har kørt i et par dage, men en proces, der har stået på i cirka seks uger med adskillige indsendelser og gentagne afvisninger.

Det er sandt, at mine betalinger har været udestående siden den 28. august. Vanskelighederne med adressebekræftelsen begyndte dog flere uger tidligere.

Jeg har allerede videresendt adskillige e-mails til dig som bevis. Datoerne på disse e-mails viser, at jeg arbejdede hen imod bekræftelse længe før den 6. oktober.

Jeg forstår, at Casino Guru først skal verificere tidslinjen. Jeg beder jer dog om ikke at vurdere min sag, som om jeg først havde indsendt mine første dokumenter for et par dage siden.

Jeg har brugt seks uger på at forsøge at opfylde alle kravene, og nu ved jeg ikke længere, hvilket dokument jeg overhovedet skal indsende.

Jeg er naturligvis parat til at efterkomme legitime anmodninger om verifikation. Jeg har dog hurtigst muligt brug for en forståelig forklaring på, hvorfor mine tidligere dokumenter gentagne gange afvises.

Derfor kontakter jeg dig og beder udtrykkeligt om din støtte.

Hjælp mig venligst med at få MrBet til at gennemgå de indsendte bidrag indtil videre, give specifikke årsager til afvisningen og endelig fuldføre verifikationsprocessen. Jeg har en fornemmelse af, at det er svindel, men det er bare min personlige fornemmelse.

Min spillekonto indeholder i alt €70.006,36, hvoraf €24.000 allerede er blevet anmodet om udbetaling.

Jeg ønsker blot, at mine legitime krav bliver verificeret, og at mine gevinster bliver udbetalt efter en vellykket verifikation.

Jeg håber oprigtigt, at du kan forstå min situation og hjælpe mig med at afklare den.

Mange tak for din tid, din tålmodighed og din støtte.

Med venlig hilsen

Ji Jaroslav, the documents were only uploaded on 6th October for identification checks.

Ok I won't send anymore messages for now and will await you advise on the matter.

Can you please look under what casino are you writing? Why you are replying to me in thread about completely different casino and for something which wasn't directed to you?

Find appropriate one and I know we spoke together about it, so the best would be to find thread where we are dealing with this casino.

Thank you.

Sure, let’s wait and see how things progress. As I mentioned, we generally allow casinos 14 days, and you’re getting close to that point, so I’d consider submitting a complaint.

Our Complaints Team may be able to guide you better than I can. I’m a forum administrator, so I can ask questions, answer yours as best I can, and share my thoughts, but I don’t investigate individual cases.

If you’d like our team to look into your situation and try to help resolve it, you’ll need to submit a complaint.

Ok I'll wait a few more days until I submit a formal complaint. Thank you.

Hi Marc, I’m having g the exact same problem as you, I submitted a withdrawal for £160 on 28th September and it’s just sat at submitted, I can’t get through via live chat and there’s no response to any emails I’ve sent, I’m thinking they’re scamming people.

Hi, I’m having trouble with this casino, I requested a £160 withdrawal on the 28th September and still haven’t received it, it’s just sat submitted status, I can’t get through via live chat and there’s no response to my emails, it feels like a scam.

Hi there. Sorry to see you in this situation.

Just like explained earlier, though, the complaint is here for you and the way you described the situation, I'd say it's worth a shot.

Let me forward you to it: https://casino.guru/complaints/create

It's been quite some time with no actual progress or even response; thus, I dare to say you could use some help.

What do you think?

Hi, yes please. At the very least I would like my deposits back.

I have used the complaint form.

Interesting this page says that the casino does not accept UK players but it let me sign up no issue, I am not using a VPN or anything either, surely then in that case all my deposits should be returned!!

To be honest I think it’s a scam site and our money has gone.

Ok, but this is not a refund service; please do not expect that. The complaints present mediated conversation between you and the casino in the first place, and refunds are not part of that.

Maybe it would be helpful to start with the guide: https://casino.guru/guide/how-we-resolve-casino-complaints

In my opinion we are not on the same page here.

Hello, I'd like to say that the matter is more complicated and I hope you don't mind if I describe patterns I daily see on the forum. It's a general observation.

It's very common for players from hugely regulated countries to play in offshore casinos like this one and then demand refunds because they had no clue. I don't think this mindset is safe. It's not just about the casino; it's normal that offshore casinos allow players from many countries and those players should protect themselves by doing research at least. Many players use offshore casinos and are paid in full, but if anyone is concerned about offshore licenses, they should not play at such casinos, as the UKGC quite directly advises.

From another perspective: If a player deliberately deposits money in a casino where they are registered and agrees to its terms and conditions, they are agreeing to transfer that money to that specific casino. I strongly recommend checking whether the casino is licensed under the UKGC before anyone decides to register there.

Well, back to the point: This specific site is fresh but has rather vague terms and conditions, just as the review says, so it may be problematic even with allowed countries. If the casino allows players to register and play and then says the country is restricted and money is forfeited, that's an entirely different and totally unfair situation, and offshore licenses rarely help players. This is something to keep in mind.

I understand your opinion, and I hope this casino will be fair, of course, since to me it seems we're dealing with delay and lack of communication. Given the circumstances, it's not the most positive mix, agreed.