The player from Austria had requested a withdrawal less than two weeks prior to submitting her complaint. Her money had not been received yet. The player experienced multiple rejections of her verification documents, which caused frustration and delays in receiving her winnings. After persistent follow-up and resubmission of documents, it was confirmed that her withdrawal had been approved and the funds were now in her account. The complaint was considered successfully resolved.
Mr Bet Casino - Player believes that their withdrawal has been delayed.
Amount: €4,100
Mr Bet Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
Public
Public
3 months ago
Translation
For the past week, my identity verification has been consistently rejected for various reasons. When I check in chat, one representative tells me it has been rejected while the next says it's under review, and so on.
I have never experienced anything like this before.
Here are a few excerpts to illustrate my point—I do not recommend this provider.
My money remains in my player account, likely in the hope that I'll gamble it away, but I won't. If necessary, I will take this to consumer protection.
Any suggestions for a solution?
Regards,
Automatic translation:
Public
Public
3 months ago
Dear Playingerin,
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
Public
Public
3 months ago
Translation
No, still not. Yesterday my verification was rejected again with a new ridiculous reason. I also did not receive the requested chat history from the last 14 days. The reason given was that you can go up in the history, but that is only possible for three days. I sent documents up again after the rejection.
I don't want to communicate with them in chat anymore because I feel like I'm being made fun of.
lg
Automatic translation:
Public
Public
3 months ago
Translation
I hope for your help, because unfortunately I can't see myself out.
Automatic translation:
Public
Public
3 months ago
Translation
No, unfortunately still nothing. Yesterday rejected again with a new reason after five days, the requested chat history was not sent either. I uploaded documents yesterday after the rejection, but I won't go back to the chat history because it's pointless and there are always new unnecessary communications that lead to nothing. I hope for your help because I can't get out of it myself anymore.
lg
Automatic translation:
Public
Public
2 months ago
Translation
Yesterday I went to the authorities to apply for a new driver's license and passport. They told me that my driver's license was completely fine but that since the check card regulation is coming soon, it's no big deal. I sent them confirmation of this yesterday and still nothing. The whole thing cost me almost €200.
I am very angry now and they send more player advertisements every day with the hope of losing it, at least that's how it seems to me
Automatic translation:
Public
Public
2 months ago
Hello Playingerin,
Let's wait a few days for the casino to check the new documents. If they wouldn't accept it anyway, we will try to intervene.
Please keep us updated.
Public
Public
2 months ago
Translation
Thank you, I will let you know as soon as it is rejected or hopefully accepted
Automatic translation:
Public
Public
2 months ago
Translation
Rejected again with new driver's license
Automatic translation:
Public
Public
2 months ago
Translation
After four days today the next rejection without reason, and again uploaded 🤦🏻♀️
Automatic translation:
Public
Public
2 months ago
Thank you Playingerin for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Public
Public
2 months ago
Translation
After a month my withdrawal was apparently approved. I am now just waiting until the money is in my account and will let you know again as soon as the money is there, but the verification has finally been successful. 
Automatic translation:
Public
Public
2 months ago
Hello Playingerin,
I'm Michal, and I have taken over your complaint. I have reviewed your case and it looks like your withdrawal is set to be processed shortly. I look forward to your confirmation once you have received it successfully.
Public
Public
2 months ago
Translation
Thank you, I just saw that the money is finally up there.
It is questionable whether I will play in this casino again. I thank you for your help
Lg
Automatic translation:
Public
Public
2 months ago
Great news, Playingerin. I'm glad to hear that you successfully received all your winnings.
I understand your dissatisfaction regarding the situation, and ultimately, the decision to continue playing at Mr Bet or to seek an alternative casino rests with you. However, please note that the verification process is a standard procedure, which can occasionally take longer than anticipated. Nevertheless, I am pleased to hear that everything has been resolved and that you have received your winnings.
As the complainant confirmed that they have received the funds, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.
Thank you in advance for your time.
Best regards,
Michal
Casino Guru
