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

on the 20/09/2024 requested a withdrawal of $1650 assuming that it would be processed like normal and within the next 48hours so long as the account that has requested a withdrawal is verified or it may take longer for those who have unverified account. Fortunate for me this is not my first withdrawal but is my highest request to be withdrawn. Almost 48 hours after I put a withdrawal request through I then get smacked with a "you need to be verified" note and email. The issue is I am verified and this is not the first request of a withdrawal from me. I can’t get anyone to answer me as to why I have to be re-verified for them to start the process of sending me my funds that I won myself fair and square. The second issue is the document they want verified is a payment document to confirm I was the person applying funds to my account. I explained that I had purchased a Paysafe voucher with cash in order to deposit funds that night and the shop that I purchased the Paysafe voucher from prints these on receipt paper. This is the only prod of the purchase I have which keeps being rejectectes. Only one support person has actually listened to my dilemma and understood what it was I was trying to explain but finally figured out that evidence of verification (receipt/ Paysafe voucher) was being rejected forwarded to correct department with explanation of my issue gave me timeframe of 48hours which wasn’t met ok another 12 hours and evidence rejected and continuing to be rejected requesting evidence to be uploaded etc I can’t get anywhere with them as a photo of a receipt with the voucher for Paysafe that I used to top my account balance up with that helped me get the winnings I have on my account is the only evidence I have. I’ve had many payments withdrawn prior to this withdrawal request so I can’t understand why I’m being re-verified????

Dear Kyris23,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear Kyris23,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello

still have not received any winnings they keep rejecting my evidence of deposit as I have advised a purchase using cash was made as I purchased a Paysafe voucher but can not understand and keep requesting a screen shot of bank account and or Paysafe account to show deposit of amount of $50 on 20/09 which I can not show as a Paysafe voucher was purchased and used and now I no longer have receipt of that purchase. They keep telling me the same every time to upload documents (screenshot of bank account and or Paysafe account) I get no where with them

Thank you Kyris23 for all the information provided. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, Kyris23,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Mr Bet Casino team,

Could you please explain the player's situation in more detail?

What does the casino need from the user so she can complete the KYC and/or withdraw her disputed winnings? Where is the problem and how could she verify a deposit made with a Paysafe voucher?

Thank you.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Branislav,

According to our Terms and Conditions, specifically Section 3.3.3, we reserve the right to request documents for verification purposes. We need to ensure that the user made the deposit from payment details that belong to them, in order to prevent violations of Section 2.1.10. As such, the user was requested to provide documents to verify their deposit from PSC (Paysafecard).

One of the available methods for depositing on our site is using funds from a registered PSC account. The user has a registered PSC account, as confirmed by the screenshots provided to us. However, the user uploaded transaction screenshots from their PSC account for the period from September 11th to September 18th, but the deposit in question was made on September 20th, 2024. The submitted screenshots did not provide evidence that this specific deposit was made from the account itself rather than via a voucher. Consequently, additional documents were requested, specifically a PDF statement for September.

The September statement showed significantly fewer transactions than the previously submitted screenshots, raising concerns about the accuracy of the information provided. Therefore, the statement for September was re-requested. Additionally, the user was asked to provide the PSC account date, including the Customer number, in order to cross-check it with the account date on the statement. These details have not yet been provided by the user.

Furthermore, the user currently has no active balance available for withdrawal.

Thank you very much, Mr Bet Casino Team, for your response and explanation.

Dear Kyris23,

Can you please:

• confirm the casino re-requested specific documents from you but you have not provided them yet at all
• provide the requested documents to the casino so the deposit in question and your casino account can be verified
• confirm you cancelled your withdrawal and/or simply lost your funds by playing at the casino, so there is already no balance that could be withdrawn, or, inform us what happened with those funds
• inform us whether you would like to continue the verification process at all if there is no balance on your casino account anymore

Thank you.

Dear Kyris23,

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.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime. However, we will need the requested information and details.

Thank you very much, Mr Bet Casino Team, for providing information and cooperation!

Best regards,

Branislav, Casino.Guru