Mr Bet Casino - Player claims that payment has been delayed.

Unfortunately, I no longer have any hope of getting that money. I won it, and I've been trying to withdraw it since 06/25/24. Every two days, I receive an email saying the withdrawal failed, so I try with another currency. I've used Binance Pay, Ethereum, Litecoin, etc., and none have worked. My account is verified and everything is in order.

Dear racd1689,

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

Hello, the problem is not the 14-day wait, the problem is that after 2 or 3 days they tell me that the withdrawal failed and I have to make a new request. And it doesn't work for me to deposit either. I mean, the account is blocked but I can only spend the balance I have. It won't let me deposit or withdraw. And the withdrawal fails every 3 days, a request starts from scratch again so it seems like I'm going zero days when in reality I'm already waiting 14 days.

Dear racd1689,

Have you received your withdrawal from the casino yet?

Hello Nick, unfortunately not. They haven't sent me an email or anything, everything remains the same. It is in "pending" status. The worst thing is that after the first withdrawal was verified on June 26, it told me it was in progress and they had debited it from my account and after 2 days it failed. I mean, according to them, he had left the casino to the payment intermediary and there he failed, but everything was fine at the casino. And now 3 days ago they asked me to verify the account again which I already did but it's a joke how the casino is working.

Thank you racd1689 for all the information provided. I will now forward your complaint to my colleague Dominika (dominika.l@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, I want to thank and comment that they have just paid me a part of the money that corresponds to the weekly limit so I am very happy. I hope next week they will release the rest and it will just be an issue of the past.

Hello racd1689,

This is Dominika and from now on, I will be taking care of your complaint. I have reviewed your case and I would like to invite Mr Bet Casino to join the conversation and participate in the resolution of this complaint.

Kind regards,

Dominika

Casino.Guru

Hello Dominica! Just yesterday they gave me the first money after almost a month of claiming. I will wait next week for the second payment since they have a weekly limit.

Dear Dominika,

We are writing to inform you that the user's verification has been successfully completed. According to our payout policy and the weekly limit, the next payout of $5,000 will be processed on July 22nd.

Please let us know if there are any further details or actions required.

Thank you for your attention to this matter.

Thank you for the information.

Dear racd1689, could you please confirm once your second withdrawal has been processed?

Yes, luckily they are already paying me the weekly payments. All good

Thank you for the information. Could you please confirm once you have received the payment?

Dear racd1689,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Luckily today they made my last money withdrawal. So they can close the case because they paid me. I can only say that it hurts me to have to move so much and write everywhere even straight to Curaçao egamming so that they can start releasing my money. But in the end I was able to collect my money. Greetings and thank you

Dear racd1689,

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,

Dominika

Casino.Guru