The player from Brazil is experiencing difficulties withdrawing her funds.
Mr Bet Casino - Player’s struggling to withdraw her winnings.
Amount: 160 R$
Mr Bet Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
They don't even give me a forecast of when they will pay me, they say that it is now with another department and that they have no forecast.
In the end, they don't pay me, I was without my prize and I still lost the 60 I deposited
I tried to solve it in several ways with them, but without success.
I need help to solve this
Thank you since then
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2 years ago
Dear rsouzaleblon,
Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if your account has been fully verified? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?
Please understand, that without verifying your account, you won’t be entitled to any withdrawals.
However, I believe we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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2 years ago
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thanks for answering
Yes my account is all verified, they do not give me a payment forecast, they claim that they approved the payment, but that it is another department that makes the payment, not them
I've been trying to receive my money since the 07.06th, until my bank statement, they asked me and I sent it and no payment
Now it's been 3 days since they say they sent my complaint to another department, but they can't give me deadlines, and they put it in the payment status as success, and they didn't pay me, 12 days today
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2 years ago
Thank you very much, rsouzaleblon, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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2 years ago
Hello rsouzaleblon,
This is Tomas and from now on, I will be taking care of your complaint. First of all, I would like to ask you if this is your first withdrawal, it's quite usual for withdrawals to take approx 14 days to be fully processed and being appeared in your account.
Should be 16 days from your last response now, could you please update us if have you received your winnings already?
I also need to ask, if you have any active balance at the moment and if you still have that withdrawal pending.
Upon situation, Mr Bet Casino's representatives will be invited into this discussion in order to resolve the issue.
Let us know, thank you and best wishes!
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2 years ago
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Hey, good morning
Today marks 17 days since I've been in the fight and I still haven't received my loot. Yes, it's my first withdrawal and I didn't leave a balance there, since I'm having all this headache to receive my prize.
They told me that they sent me, but I never received anything from them, they sent me a ridiculous receipt and told me to contact my bank, and I did, since I don't want to give them reasons for not paying me... and the answer he was:
"Kamiah P. (- 🇺🇸 -)
June 24 from 2022 09:30 BRT
Hi Roberta, how are you?
We checked here in our system and we didn't receive this transfer informed in the file you uploaded. In order for us to better assist you with the receipt of this transfer, you can ask the company for the bank receipt of the transfer.
The receipt must have the data for sending the amounts and the type of transfer used. This receipt is generated by the company's bank account once the transfer is successfully sent.
You can send it as an attachment here in the email so that we can try to locate this transfer for you.
If you need anything else, we're here.
Hugs,
Kamiah P."
They never sent me any money and they're still telling me to "LOCATE THE TRANSFER" lol
I'm still struggling and I appreciate if you can help me, because apparently they won't pay me.
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2 years ago
Hi rsouzaleblon,
Thank you for the information. I am sorry to hear that your withdrawal has been delayed.
I will contact the casino now and try my best to resolve the issue as soon as possible.
I would like to invite Mr Bet Casino's representatives to join this conversation and participate in the resolution of this complaint.
Dear Mr Bet Casino, could you please state the reason 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,
Tomas
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2 years ago
Dear Tomáš,
The rsouzaleblon's withdrawal request is successful from our side. That means the funds were processed by the payment provider and were sent to the users bank.
We also provided the user with proof from the payment provider wich indicates that the funds were sent.
This proof can be used in the bank to lokate the transaction.
For our part, we are also confused, because we sent the money, they successfully went to the user's account. In this case, we are forced to ask the user for confirmation from the bank that the money was not received and, upon confirmation of the payment provided by us, the bank cannot identify the transaction.
Best regards,
Mr.Bet Casino
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2 years ago
Translation
Do I have to check again? I've already sent you more than 3 statements, I contacted my bank, who never found your transfer the only thing you didn't send me, was the bank receipt, that the transfer was made, that receipt they sent me, the bank has no way of confirming this transfer
I've been at it for 17 days now, and everything you asked me for I sent, and you don't solve my problem.
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2 years ago
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Good Morning
20 days and I didn't receive the 160, nor the bank receipt, proving that they made the transfer... in this story, I'm the only one who's losing money. Very frustrated!
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2 years ago
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22 days and nothing! I already saw that I took it back... I lost 60 reais, I didn't receive my prize of 160, they don't send me the bank receipt, they don't give me a deadline for payment and they don't solve anything!
Unfortunately
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2 years ago
Dear Mr.Bet Casino,
Upon reviewing the whole situation, I would like to ask you to provide us with the proof of the payment that you have already sent to 'rsouzaleblon' as you have mentioned before.
We will check the file so we can investigate further.
Thank you for your cooperation.
Best Regards
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2 years ago
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I contact them everyday, and they just roll with me
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2 years ago
Translation
Good Morning
I still have no prize and no answer.
Since 07/06 trying to make a withdrawal
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2 years ago
Dear rsouzaleblon,
We are very sorry that you have to wait so long for your issue to be resolved. We are currently awaiting additional information from the payment provider that should help us locate the transaction.
We promise you that despite the delay in time, your issue will be resolved.
Best regards,
Mr.Bet Casino
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2 years ago
Dear Mr.Bet Casino,
Thank you for participating in the resolution of this issue. We hope that you will obtain the additional information from the payment provider soon, so we can close this complaint to the satisfaction of all parties.
I will now extend the timer for an additional 7 days, please continue to keep us updated on any developments.
Best wishes,
Tomas
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2 years ago
Translation
Good morning Tomás
I come to inform you that they returned the 160 to my balance, and sent me the following message:
"Hi Roberta,
We are contacting you regarding the withdrawal issue. Our relevant department has verified the issue from our end and we inform you that the payment has been declined by the payment provider. We apologize for the inconvenience and the money has been refunded to your balance.
Please feel free to contact us if you have any further questions we can help you with. Have a good day!
Yours sincerely,
Game Club Manager, Onyx"
I found it very suspicious, at least, since for ONE MONTH, they did everything they could to say that they had already paid me, including a ridiculous "proof" that they sent me, telling me to contact my bank, to now tell me that the payment was declined. But anyway, thanks Tomás for helping me, I'll try to withdraw again, I just hope I don't have to wait another month to get a response from Mr Bet
Thankful
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2 years ago
Dear rsouzaleblon,
We assure you that there is nothing suspicious in this situation. Just problems on the side of the payment provider that affect our internal processes and transaction statuses.
We are truly sorry for the difficulties you have experienced. But we also see that after the transaction was returned to your gaming account, you lost the balance. At the moment you do not have an available balance to withdraw funds.
For all the inconvenience, we provide you with another opportunity. We will compensate you for your balance and your account will be suspended for the duration of the withdrawal, this guarantees the successful processing of the payment.
A support representative will contact you shortly. If you do not agree to the suspension of the account, you can at any time tell us through the support service to remove it. But we recommend that you leave this status until the transaction is successfully processed.
Best regards,
Mr.Bet Casino team
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2 years ago
Translation
My angel, I lost that balance TODAY. Not for a whole month, but anyway, you can suspend the will, after all that, I wouldn't deposit, not even one more dollar on this site.
Thanks for nothing Mr Bet
And thanks to Casino Guru for helping me in this situation.
have a good time
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2 years ago
Dear Mr. Bet Casino,
It is very nice to hear that you are willing to compensate the player in this situation. I'd like to ask you to provide us with a little bit more information on what compensation you would like to propose.
Have you considered refunding the player the whole amount that was lost?
Kind regards,
Tomas
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2 years ago
Dear Tomáš,
We've compensated the user the whole amount that was lost to her gaming balance, namely 160 R$. Rsouzaleblon made a withdrawal request and now it's being processed by our payment provider. We are thankful for your patience in this matter.
Best regards,
Mr.Bet Casino team
