Mr Bet Casino - Player believes that their withdrawal has been delayed.

I received a bonus from Mr bet to complete all the terms. They withdraw their part manually and they didn't pay my part already fans more than nine days that I requested the withdrawal and it's in progress but they never release the money .not to mention the times you win and he disappears with the money

Dear elsinetesousa,

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

Dear elsinetesousa,

Have you received your withdrawal from the casino yet?

I haven't received the requested amount yet.

Thank you because so far I haven't received and they still regressed my status from senator to mayor. Now you don't even answer me on online chat anymore.

Thank you for your reply, elsinetesousa. Have you made any successful withdrawals before? Could you please advise if you passed the verification?

Have you received any explanation from the casino regarding this situation? If there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Good morning, I already made withdrawals before and my account is verified. I've already made a couple of withdrawals before, they all take more than that, more than fifteen days. I talk to online support and they say they sent the problem to the appropriate department for investigation and they would give me an answer as soon as they analyzed the problem more also I didn't get any response. I've tried several times to get in touch with them but in vain

they don't give me any solution.

Thank you very much elsinetesousa for your reply. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Dear elsinetesousa,

I am so sorry to hear your withdrawal hasn't reached you yet. I don't want you to worry at all. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a Mr Bet Casino representative to join this conversation and participate in the resolution of this complaint.

Dear Mr Bet Casino,

Could you please state why the player's withdrawal has not yet been paid out and when can she expect the payment?

Thank you in advance for providing the information.

Kind regards,

Stefan

Hello... after almost a month of waiting and many complaints, yesterday 10.11 the money returned to the account. I made a new request for withdrawal. I hope it doesn't take as long as before to get some answers. even so I would like to thank the Casino guru for the work they do.

Hello elsinetesousa,

We apologize for the inconvenience caused. The fact is that for our part we process requests on time. Most of the delays come from the external payment processing provider. Unfortunately, we cannot influence technical problems on the part of the payment provider, so we almost always wait for comments or maintenance from the payment provider regarding transaction delays.

Now your withdrawal is being processed by the payment provider from 11.11. The standard waiting time for a transaction to be processed by a provider is up to 5 working days.

Best regards,

Mr.Bet Casino team

Dear Mr Bet Casino,

Thank you for the provided information.

Dear elsinetesousa,

Could you please confirm if you have received the payment?

I am looking forward to your response.

Kind regards,

Stefan

Hello ... yes, I received the payment and thank you for your dedication in solving it. Thanks

Dear elsinetesousa,

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,

Stefan