The player from Austria had requested a withdrawal less than two weeks prior to submitting their complaint. Their money had not been received yet. The issue was resolved after the player’s account was verified and the withdrawal was processed successfully, leading to the player confirming receipt of the funds. The Complaints Team marked the complaint as resolved and offered assistance for any future issues.
Mr Bet Casino - Player believes that their withdrawal has been delayed.
Amount: €4,000
Mr Bet Casino
Safety Index:HighSafety Index
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8.9
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
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3 months ago
Translation
The submitted documents for verification are not being approved even though it was previously stated that the player is verified.
PDF files (Paysave statement) are not being accepted.
The original bank statement with all data is not being accepted.
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3 months ago
Dear Hellboy,
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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3 months ago
Translation
It is already 14 days
It is always the same answers, but you write loudly
Customer support within 24/48 hours!!!!!!
This makes players nervous who have actually won something and then are repeatedly put off. Please be patient, you are checked to death, although original documents are sent by the bank and PDF files of the Paysave account with name and address
Original registration form with stamp of the municipality etc.
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3 months ago
Translation
No, but the answer text has
You changed it, now the specialists are looking at it again, and please be patient, my patience is already a very thin thread
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2 months ago
Thank you Hellboy for all the information provided. I will now forward your complaint to my colleague Kubo (jakub.m@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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2 months ago
Translation
I hope for your help
So far only consolation
Regards Jürgen
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2 months ago
Translation
Today they gave me my verification for my Paysave account, but 20 minutes later they asked for my bank details again even though we sent them together (photo of the debit card, so really what is going on with this casino?????????
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2 months ago
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I ask you to write to the casino, I have already sent over 100 emails to customer support and never received clear answers
Unbelievable how they communicate with customers!!!!!!!
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2 months ago
Dear Hellboy,
I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.
I would like to invite the Mr Bet Casino's representatives to join this discussion and provide any available information to help resolve this issue.
Dear Mr Bet Casino,
Could you please provide detailed information regarding this case and clarify the reasons for the delay in the player's withdrawal? Additionally, could you explain the situation with the chaotic verification process? Why were the documents requested again after the player had already passed verification?
Thank you in advance for your response!
Best Regards,
Kubo
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2 months ago
Translation
Thank you for your feedback
Mr-bet writes that all documents are checked twice, first via the system (I already had the approval) and then by the so-called specialists who check again, this is about a debit card, what should be checked on it, I have already deposited with it x times. And they keep writing about money laundering, even though I had the winnings with a 20 euro deposit and that they want to make sure that the money goes to the person who owns the account and that they have so many requests to process, now I have been waiting almost a month for 4000 euros 💶
Really, this is far from a reasonable way of dealing with players
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2 months ago
Translation
This is what customer support sent me to ask if I was a little frustrated, well really this is almost below the belt
So dear Mr-bet, change something in your verification process as soon as possible
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2 months ago
Translation
But payment is still being withheld !!!!!!!!!
What is going on with these casinos
and again and again the same texts are copied from customer support
Edited
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2 months ago
Dear Hellboy,
Your account is fully verified and withdrawal is being processed.
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2 months ago
Translation
I will let you know when the money has been credited to my account
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2 months ago
Dear Mr Bet Casino,
Thank you for the update on this issue.
Dear Hellboy,
Thank you in advance! I look forward to receiving your confirmation.
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2 months ago
Translation
Today the money was transferred
Case can be closed
Regards Jürgen
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2 months ago
Dear Hellboy,
I'm glad to hear that your issue has been successfully resolved. I will proceed to mark the complaint as "resolved" in our system.
Thank you for your cooperation. Should you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. We are here to help!
Best regards,
Kubo
