The player from Baden-Württemberg has requested a withdrawal less than two weeks prior to submitting this complaint. Their money hasn’t been received yet. Before we received a comment form the casino regarding the case, the player informed us about finally getting the money, so complaint was resolved.
Mr Bet Casino - Player believes that their withdrawal has been delayed.
Amount: €700
Mr Bet Casino
Safety Index:Very highSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
6 months ago
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7 months ago
Translation
Hello,
I was already verified and have made a withdrawal in the past.
Now I wanted to withdraw and had to verify myself again, which took a whole week because documents were first accepted and then not again.
Then new documents were requested, and so on.
Now the money is allegedly being withdrawn and has been transferred.
The payment method is Astropay.
But up until now, I have not received any money even though it should be directly in my eWallet.
I am always being put off, which is extremely unprofessional.
Automatic translation:
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7 months ago
Dear Crunchy163,
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 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 by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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6 months ago
Translation
You can't make something like that up.
I'll try to explain it in more detail.
I was already verified and have already paid out.
Now I had to verify myself again because I had deposited with Skrill.
It was a difficult task, but I managed it somehow.
The payout was then processed but was canceled days later by Mr. Bet for no reason.
I should choose another method, that's what I did.
I then paid out with astropay.
I then had to verify that first, which took days.
Today the payout was canceled again, although it was confirmed last week.
This is not the right thing to do. That's not serious, what's the point?
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6 months ago
Thank you for your reply, Crunchy163. Do you currently have any pending withdrawals? Could you please post a screenshot of your withdrawal here?
Have you accumulated your winnings with or without an active bonus?
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6 months ago
Translation
By the way, my €700 payout was split. all withdrawals have now been canceled again for no reason.
I have now made another withdrawal request using a different method (JETON)
Edited
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6 months ago
One last thing before we contact the casino - could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
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6 months ago
Translation
Unfortunately I didn't save any of it 😕
But there is nothing relevant except that it was supposedly due to technical problems.
Otherwise you will only get ready-made answers, so you should be patient.
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6 months ago
Thank you very much, Crunchy163, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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6 months ago
Hi Crunchy163,
I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done when they reply.
Dear Mr Bet Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what were the reasons for the player's withdrawal requests to be declined? Have all the payment methods used by the player been verified?
I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.
Kind regards,
Natalia
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6 months ago
Translation
Money just arrived.
Nevertheless, 3 weeks is no longer appropriate and completely unacceptable.
Thank you for your offered help
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6 months ago
Dear Crunchy163,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Natalia
Casino.Guru
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