Mr Bet Casino - Pelaajan kotiutus viivästyy varmennuksen vuoksi.

I wanted to withdraw my winnings and was asked to start a verification process. I submitted all the necessary documents 14 days ago and also requested a change of address. According to support, the address change will take 28 days! I can only withdraw my winnings of €717.84 after the verification process is complete.

Ich wollte meine Gewinne Auszahlen und wurde aufgefordert eine Verifizierung zu starten. Ich habe alle Dokumente vor 14 Tagen eingereicht. Zudem eine Adressänderung beantragt. Laut Support soll die Adressänderung 28 Tage dauern! Die Gewinne von 717,84€ kann ich erst nach der Verifizierung Ausbezahlen.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Mr Bet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please specify since when you have been a player in the casino?
• What is the reason why your address changed? When did it change?
• Have you previously verified your identity in the casino, including your previous address?
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear Domib81,

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.

Thanks for your patience and response via email.

Did the casino approve the change of your address and process your payout since your last post?

Please let me know.

Dear Domib81,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.

However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,

Petronela

Casino.Guru