The player from Mecklenburg-Western Pomerania requested a withdrawal and encountered some technical issues affecting their balance. The issue was successfully resolved and the balance was restored.
Mr Bet Casino - Player experienced technical issues with their casino balance.
Amount: €500
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 years ago
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2 years ago
Translation
Hello,
i have a problem and i hope you can help me. I had a balance of €500 and paid it out. After the payout, I suddenly still had a balance of €145 and I was happy because I thought I might have looked at it and used it, but unfortunately lost it. A little later my payout was canceled with the sentences that I have insufficient funds in my account. The €145 was probably a system error and I gambled it away, so only €355 credit left. Well, I even accepted it and told them that I would at least still have the €355 credit. Because my payout is canceled and the money can't be gone if I only lost 3 bets of €30,30,85 each. Well, balance is at 0€ and payout was rejected. Money is just gone and no one can tell me where it went - although the specialists could also see it in my winning history, since I won normally, without free spins bonuses etc.. I hope you help me! Warm greetings
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2 years ago
Dear nessil,
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
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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2 years ago
Translation
Can you please read the problem carefully? There was no payout! Warm greetings
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2 years ago
Thank you for your reply, nessil. I apologize for the misunderstanding. The first message was automatically generated based on the answers you provided while submitting this complaint.
Do I understand correctly that after the withdrawal was canceled, the money has not been credited back to your casino account?
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2 years ago
Translation
Yeah right. Although it can also be seen from the history that I still have credit. I withdrew €500 and after the withdrawal I still had €145 balance. I wondered where they came from and played with them and lost the €145. It was a system error from Mr Bet, because I had actually paid out my entire balance (€500). Well, I accepted it but wondered why after the canceled payment at least the difference wasn't available again as a credit. To date, they have not come to a solution. Credit gone, payment cancelled. 😞
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2 years ago
Before proceeding with this complaint, 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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2 years ago
Translation
Hello, I did.
they also know very well that something has gone wrong, but they procrastinate indefinitely.
Best regards
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2 years ago
Thank you very much nessil for your cooperation. I will now transfer your complaint to my colleague Peter (peter.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.
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2 years ago
Translation
Thanks very much! Hi Peter!
I am aware that at Mr Bet, during a withdrawal request, the funds remain available to play with. Unfortunately, this did not benefit me as I gambled away €145 during a payout of €500. I have the written confirmation from the casino and my history shows that I only used the €145 after my withdrawal. Means: I'm missing the remaining 355€.. I didn't get this paid out, nor did I get it as a credit.. please help me! Warm greetings
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2 years ago
Hi nessil,
I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Mr Bet Casino to the conversation to participate in the resolution of this complaint.
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2 years ago
Dear All,
We have almost found out the cause of the user's balance problems. But we will need some more time to give a final answer and take action in accordance with the decision of the responsible department.
Thank you in advance for your patience and we guarantee that this issue will be resolved!
Best regards,
Mr.Bet Casino team
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2 years ago
Translation
Hello,
You have been giving me this answer for 4 weeks! I ask that this matter be given the highest priority. I am only put off with automatic answers from you. I don't think it can take that long for specialists to clarify this issue.
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2 years ago
Hi all,
Thank you for your replies.
Dear Mr.Bet Casino team,
Since the player has been waiting for a statement for several weeks, I would like to ask you to try and speed up the process if possible. Looking forward to hearing from you soon.
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2 years ago
Dear Peter!
The user was refunded the balance of 500 euros. Now the user has an active withdrawal request.
We apologize for the technical balance issues. At the moment everything is fixed.
Best regards,
Mr.Bet Casino team
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2 years ago
Thank you Mr.Bet Casino team for the explanation.
Dear nessil,
Can you confirm that your balance was refunded?
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2 years ago
Translation
Hello,
Yes, I can confirm that - but I'm still waiting for the payouts.. I'm curious if it runs smoothly! Warm greetings
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2 years ago
Translation
I am currently waiting for a slightly larger payout. I would like to leave the case open and ask when I can expect payment.
Best regards
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2 years ago
Dear All,
We understand the user's request to leave this complaint open to possibly guarantee a successful withdrawal, but this is not necessary as all withdrawals are processed according to our standard flow.
Now the new withdrawal of the user's funds is being processed, and nessil must pass the verification. Please keep in mind that while the withdrawal is being processed, the balance remains active and available for play.
The issue on which this complaint was opened has already been resolved and we see no reason to leave the complaint open. Withdrawal of user's funds in the amount of 500 euros is successful. If you have any problems with the new withdrawal, you can always contact the support service of our gaming club.
Best regards,
Mr.Bet Casino team
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2 years ago
Translation
Ok, then we close the case and I would like a response via email regarding the new payout. The documents have been submitted!
Warm greetings
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2 years ago
Hi all,
Thank you for your replies.
Dear nessil,
Just FYI, it wouldn't be a problem to keep the complaint open should there be further issues. However, it seems that the withdrawals are successfully processed. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Peter
