Mobilebet Casino - Pelaajan voitot viivästyvät.

Hi, I won €350 from the casino and the money never came to my account. They said they had a technical problem and I have been waiting for over 12 days now and they have not paid it to my bank account and have not contacted me.

hei, voitin kasinosta 350€ ja rahoja ei tullut koskaan pelitilile. He ilmottivat että heillä on tekninen ongelma olen nyt odottanut yli 12 päivää eivätkä he ole maksaneet minun pankkitilille eivätkä ole ottaneet yhteyttä.

Dear eedisivac,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings within 14 days since requesting the withdrawal, please let us know, and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Veronika

1. I have been waiting for 15 days.
2. I have won at a casino game.
3. no money visible

1. olen odottanut 15 päivää.
2. olen voittanut casinopelissä
3. ei näy rahoja

Thank you for your reply.

Have you accumulated your winnings with or without a bonus? If you played with a bonus, please send me a screenshot or a link to it.

Have you made any successful withdrawals from this casino before?

Have you passed the full KYC verification?

Dear eedisivac,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I still haven't received my money.

En ole saanut rahojani vieläkään.

Thank you very much, eedisivac, for providing all the necessary information. I will now transfer your complaint to my colleague Jana (jana.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear eedisivac,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Mobilebet Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the MADRE – an alternative dispute resolution service (https://madre-online.eu/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (https://www.mga.org.mt/). Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (jana.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Jana