Mr Bet Casino - Player's winnings are delayed.

I am probably marked as having a strong possibility of withdrawing the ordered payment. I'll tell you one last time, this time I won't do it, if you don't speed up the process of withdrawing my winnings, I will report you to appropriate services such as Askgambler or Casinoguru.

Dear bzymek90,

Thank you for taking the time to submit your complaint, and I truly regret to hear about the difficulties you’ve been facing with Mr Bet . In order to assist you more effectively, I would kindly ask if you could provide a bit more detailed information about the issue you're experiencing. Understanding the specifics will allow us to address your concerns in a more accurate and timely manner.

Whenever you're ready, please feel free to elaborate on the situation, and I will be patiently awaiting your response to assist you further.

Thank you again, and I look forward to your reply.

Best regards,

Nick

I ordered a withdrawal on a fully verified account that I have had since 2020. for the amount of €2,500. After 24 hours, they asked me to send a document with verification of the residential address. I sent them a phone bill with the address provided in the initial registration. But my address is already different than the original. In the chat, I asked to change the address to a new one. After 48 hours without a response, they wrote me back every day to be patient and so after 7 days I got a notification that the address does not match. So I sent another document from the list of documents that the casino accepts, this document is a government document (tax) with the address, date and everything else. After another 2 days, I again received a notification that the document does not meet the requirements. Today, 18.09.2024, I sent the 3rd document with a bank statement. the whole process has been going on for 10 days and each document is verified for at least 48 hours.

In summary:

Me: 09.09.24 at 08:00am request withdrawal

Casino: 10.09.24 at 13:20 asks for additional verification of address

Me: I am sending a document (internet bill) with my old address..

I realize that I made a mistake and sent a document with an address where I am no longer registered.

Me: 10.09.24 at 13:30 In the online chat I ask to change my address to the current one.

Casino: 10.09.24 at 13:00 replies that the verification time will take 48h

After 48h I asked in the online chat how much longer. I got the answer that due to the heavy load of the verification team it may take a little longer and so i text to casino every day for a period of 6 days.

Casino: 09/16/24 at 10:00am rejected document (internet bill) and old adress.

I know it may happen because document whoswhit old residencies adress.

Me: 09/16/24 at 10:03am sending another document. This time it is a state document/tax with a valid date and necessary information with current address.

Casino: 09/18/24 at 13:30 rejected another document claiming that it does not meet the casino's requirements, without any possibility of finding out in the online chat WHY NOT?.

Me: 09/18/24 at 16:00 sending another document (account balance statement no older than 90 days)

To sum up, in a few hours it will be 10 days of waiting for the money to be withdrawn from a fully verified player account. I watched the withdrawal/deposit history in a given casino, I ordered deposits for the amount of tens of thousands. and I withdrew less than 10,000€ the casino defends itself with additional verification to prevent money laundering in a given casino..

The casino refuses to send additional documents before the previously sent ones are checked.. and forces you to wait 48 hours for each response. In today's era of electronic documents I have not been able to find a document from the State Tax Institution with a stamp or signature because all correspondence reaches me via the Internet. Being at work all day during the opening hours of most offices I am not able to drive to other institutions in order to obtain a document with a signature Stamp for an online casino. I have lived in Iceland for 20 years and I had a really hard time getting any document that meets thems trivial requirements regarding verification of address.. A few hours ago I sent a statement from a debit card. But I am almost convinced that they will find reasons not to accept it. That is why I finally found Icelandic Health Insurance. with all the necessary details... but I have to wait 48 hours. for an unknown. And i request to cancel the last document (account balance statement) what i send as a last documentation to casno is not possible. I need to wait 48h only to be able send other document and wait again48h if is wrong. For this reason I filed a complaint against Mr.Bet casino

How u can help me if it become 13 days and i wait as much long after your response. I dont have no more patience.

Super time fir any response from u guys...thx a lot for that help

Dear Bzymek90,

Verification typically takes up to 14 days, depending on how quickly the required documents are provided to the casino. Since this time has already passed, could you please update me on the current status of your verification?

In the meantime, kindly forward any communication between you and the casino regarding this case to nikolas.b@casino.guru.

Looking forward to your response.

Best regards,

Nick

they have already finished verifying the address. After sending the last documents it took them not 48h but exactly 106h.... Then 4 minutes later they canceled my pending witrawal from 09.09.24. when I asked why, they told me to wait I have been waiting for 4 days and nothing... I ordered a new payment on 23.09.24. After that I have to wait for the acceptance from the finance department for another 48h. Now the status of the payment has changed to pending. The supporter told me that it can take up to 5 days until they consider the payment order. After that from 1-5 business days for the transfer to reach me on my debit card. the whole process in the maximum time can take a total of 26 days...

And also u say verification take upp to 14 days. My account on that casino whos fully verified but thay ask for additional adress verification.

Thank you Bzymek90 for all the information provided so far. I will now forward your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear bzymek90,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Mr Bet Casino representative to join this conversation.

Dear Mr Bet Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Dear Mirka,

We received the following response from the payment provider: "Transactions canceled due to temporary technical difficulties." We recommended the user try again later or use an alternative payment method (APM). The user's previous withdrawal attempts failed for this reason. Today, the user successfully created two withdrawal requests, both of which were processed successfully.

Yes but after how long period of time..

Dear bzymek90,

Could you please confirm, if you have received the withdrawals?

Thank you.

Yes, but my complaint still stands. Before they made the full withdrawal, my withdrawal request was canceled 3 times... 3 times it was canceled by the casino. And every new request has starts from beginning.Overlock in 2 days by some team. Then the finance department skips 5 days (they say it's another company). But after the last request they finally told me why thay did canceled my all witdrawals. Because of casino issu vith visa payments. That's why they tell me to use other methods. I used an e-wallet. How they withdrew it within 10 minutes. And the last thing they responded to my complaint was Casino Guru 20 minutes after my withdrawal was made. Why not sooner...

Dear bzymek90,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Mirka

Casino.Guru