The player from Germany faced issues with a withdrawal of 300 EUR, which had been marked as processed but was returned to his account after a failed bank transfer. After multiple reminders and receiving misleading information from support, the player could only request a new withdrawal of 200 EUR due to wagering requirements and felt compelled to warn others about potential fraudulent practices. The Complaints Team acknowledged the player's frustrations and clarified that they could not assist further since the player had played away the remaining balance.
Mr Bet Casino - Player accuses casino of fraudulent withdrawal practices.
Amount: €300
Mr Bet Casino
Safety Index:HighSafety Index
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Case closed
Our verdict
Other
REJECTED
Case summary
4 weeks ago
Public
Public
1 month ago
Translation
On October 5, 2024, I requested a withdrawal of 300 EUR. After multiple reminders, this amount was processed the next day, and the money was deducted from my player account. In my payment history, this amount was also marked as "processed." Support informed me day after day that Mr. BET had successfully completed the verification on their end and that the payment provider was processing it. They mentioned that a BANK TRANSFER would take some time. Today, after 4 days, I discovered that the 300 Euro had been returned to my player account! When I inquired why the bank transfer didn't happen, there was no plausible explanation except that the transfer failed due to a timeout (WHICH IS NOT MY FAULT), and I could request a new withdrawal. However, I could not withdraw 300 Euros anymore, only 272 Euros, due to the wagering requirements! I then requested a withdrawal of 200 Euros and ended up deliberately gambling away everything, as I no longer believed I would receive any payout! That is not my main issue, though. My concern is with the fraudulent practices, and I want to warn all players about this scam and request an investigation into my case! THANK YOU
Automatic translation:
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1 month ago
Dear EVERZET,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.
Could you please confirm that you have gambled all of your money, currently have no pending withdrawals, and that your balance is zero?
Additionally, have you successfully made any withdrawals from this casino in the past?
I understand how frustrating it must be to have your withdrawal request canceled and returned to your casino account. In situations like these, it’s crucial to cooperate with customer support to ensure the issue gets resolved as quickly as possible and your winnings remain intact. Please be aware that sometimes withdrawal requests are canceled due to technical issues with the payment provider, which are beyond the casino's control.
If you experience multiple failed withdrawal attempts, I strongly suggest submitting a complaint through our website before deciding to gamble with the funds again and potentially losing them. Unfortunately, we can only assist players who have not lost their money through regular gameplay.
Please let me know if there is anything I might have overlooked, otherwise, I will be forced to close your complaint.
Thank you for your understanding.
Best regards
Veronika
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1 month ago
Translation
Good evening and thank you for accepting my complaint!
To answer this, I would first like to say that I have successfully withdrawn money several times. So far there have never been any major inconveniences, of course I have had to keep asking and then Mr. Bet has gone into processing mode! In my current case, my withdrawal request for 300 euros was processed "relatively" quickly, the status was marked as "processed" and the support told me (daily request from me) that everything was OK from Mr. Bet's side and that everything now had to be completed by the payment provider (processing period approx. 5 days/working days), I had to be patient, the money would arrive soon. I was also put off several times with the flimsy excuse that only working days were considered as processing periods, which is demonstrably not the case, because Mr. Bet transfers money within 2 minutes if this company wants it (i.e. withdrawal processed, payment received directly in the account, even outside working days, i.e. on weekends and even on public holidays). So on day 4...they said, wait, your money should be there soon! I hadn't thought anything of it, but I was really surprised by this "new scam"! I'm not concerned here with any money I might have lost, I'm just concerned that Mr. Bet is using "technical problems" as an excuse for the failed transaction and simply transferring the amount to my player account to make it seem like everything went smoothly! The fact is, however, that I was not able to withdraw the money in the amount of 300 EUR I requested for withdrawal, as I had to meet the wagering requirements first, which means that I could only have withdrawn 278 EUR! And that's where the fraud lies in my opinion! Mr. Bet is now arguing very generously that I could have withdrawn, but fails to recognize that I was NOT able to withdraw the full amount because of the wagering requirements. In fact, I only requested a withdrawal of 200 euros and then lost it all, which is not really a problem at all, as I was aware of it! And it is precisely this kind of psychology that Mr. Bet uses... and points out to me that I could have withdrawn the 200 euros, but unfortunately played down the balance! Ridiculous! That is not the point, what I am concerned about - and I hate to repeat myself - is that I was kept waiting and then the alleged technical defect is also my fault. Conclusion: even if you win at Mr. Bet, you should never be sure that you will get the money, they obviously use all means possible and that is really more than fraud! Incidentally, Mr. Bet offered me "compensation of 50 euros with the corresponding sales conditions", which I claimed purely for the purposes of experience, without any admission... of course! I'm really disappointed right now and I didn't expect that, because Mr. Bet has received a lot of money from me over the last few years and I don't regret that. But when you get tricked like that, the joy stops! By the way, I can prove everything that was said here because I took screenshots. Thanks for following up....
Automatic translation:
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4 weeks ago
Thank you very much for sharing such detailed feedback. I understand how frustrating this experience must have been for you, especially after having withdrawn from Mr. Bet multiple times in the past. Waiting for a payment to be processed is always stressful, and I can see that the communication you received from customer support was unclear, which certainly didn’t help.
Regarding your complaint, I’d like to kindly point out that, unfortunately, because you played away your balance, we won’t be able to take further action in this case. I can assure you that had the balance still been available, we would have intervened to assist you.
When it comes to withdrawal processing times, it’s important to remember that while the casino may process payments quickly on their end, they cannot control the timelines of third-party payment providers. I completely understand how discouraging it is when the payment gets delayed, but this waiting period is something many players have to deal with, and it’s typically not something the casino can speed up once the funds leave their system.
For future reference, if you ever experience a similar issue again, I recommend submitting a complaint to us as soon as you encounter the problem. This will allow us to get involved while the balance is still intact and potentially help resolve the matter more efficiently.
Thank you for sharing your experience and for continuing to trust us with your concerns. We’re here to help, and I hope next time the process goes much smoother for you. If there’s anything else we can assist with, feel free to reach out anytime.
Best regards,
Veronika
