HomeComplaintsMr Bet Casino - Player’s winnings haven’t been received yet.

Mr Bet Casino - Player’s winnings haven’t been received yet.

Amount: €6,000

Mr Bet Casino
Safety Index:High
Submitted: 21 Feb 2023 | Case closed : 22 Mar 2023
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

1 year ago

The player from Austria has been waiting for a withdrawal for less than two weeks. Unfortunately, their payout hasn’t been received yet. The complaint was rejected because the player didn't respond to our messages and questions.

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1 year ago
Translation

Ladies and Gentlemen

I won 6,000 euros in the night from 02/09/2023 to 02/10/2023, on 02/10/2023 I wanted to withdraw the money.

I've always won smaller amounts before, and they were paid out without any problems. (Account was already verified).

The same day they wanted me to re-verify my account, well done, they asked for proof of residency and bank statement confirmation. Everything, no problem I've done so everything has been rejected so far. You always want something new. (It can't be that. Countless e-mails sent, now they want all deposits from 02/09/2023 again, once like this and then like that it can't be. Above all, have I already verified my account beforehand??? ?On February 17th, 2023, they only wanted the bank statement for the 200 euros from February 9th, 2023. (I went to the bank extra and had everything printed out, then I only sent the printout from February 9th, 2023 (rejected again).

Now you want all the deposits, today I scanned the bank statement and the water bill and converted them to PDF, that's what they wanted. Now I just wrote to the support earlier, they can't write a clear answer about what exactly is needed. The support says: "No scanned items will be accepted". How should I send it then???? When I asked the question, I got the answer I can request an extract for online format from my bank (transfer), what is the purpose of this, above all, my account is there - I think it is it's just a back and forth how come I keep going to my bank even though I've already sent a bank statement.

I'll try again, but it takes 4 days before I can upload it again. I beg you to help me. My nerves are really at the end. Actually I was very happy with the casino. According to the reviews, there are permanent problems with higher payouts, unfortunately I only read that later.

Best regards

Michael Sr




Automatic translation:
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1 year ago

Dear Michael_Srp,

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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1 year ago

Dear Michael_Srp,

Have you received your withdrawal from the casino yet?

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1 year ago
Translation

Ladies and Gentlemen

Unfortunately, they have not yet accepted the proof of residence.

But the online bank statement rejected again.

Best regards

Michael Sr

Automatic translation:
Sensitive attachment
Sensitive attachment
1 year ago

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1 year ago
Translation

Ladies and Gentlemen

Today the verification was accepted and €5,000 was paid out.

The remaining amount will be paid out in the next few days. The problem was actually that an online excerpt was needed. You have to know that.


Best regards

Michael Sr

Automatic translation:
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1 year ago

Thank you for your reply, Michael_Srp. I will keep this complaint open until your confirmation regarding successful withdrawal. Please let me know as soon as you receive the last payment.

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1 year ago

Dear Michael_Srp,

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.

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1 year ago

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

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