The player from Germany had been waiting for a withdrawal for less than two weeks. Unfortunately, their payout had not been received yet. The issue was resolved when the player confirmed that the full amount had been paid out, along with an apology from the casino for the verification delays. The player also received 300 free spins as compensation. The complaint was marked as 'resolved' in the system.
Mr Bet Casino - Player’s winnings haven’t been received yet.
Amount: €5,000
Mr Bet Casino
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.9
Mr Bet Casino has a Safety Index of 8.9, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
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1 month ago
Translation
Hello Dear Casino Guru Support Team
Yes, where should I start!? On October 30, 2024, I made a deposit of 20 euros at the online casino mr.bet (https://mr.bet/at) without claiming a bonus! Then, as you know, I played my way up, from 20 euros to 50 euros, then from 50 euros to 200 euros, starting from 200 euros with a stake of 1 to 2.50 euros on Razor Shark. I then won 2200 euros on the Razor Shark slot, and then won over 2500 euros again with a stake of 10 euros on Book of Dead. Then I won almost 900 euros again on Gonzos Quest Megaways. In the end, I had reached 5690 euros, then I played down to 5000.36 euros and then requested a withdrawal! (My account was verified up until then) and I haven't had any problems with withdrawals at Mr.Bet/at so I requested my withdrawal of 5000 euros and waited 2 days! After about 2 days I got an email from Mr.bet Casino saying that I should please re-verify my account, and then the problems started.
First of all, I uploaded all the necessary documents that were requested, such as proof of residence and my bank statement, which shows the last payment I made on October 30, 2024 of a 20 euro deposit, but the system kept rejecting my document, even though my documents were easy to read and there were no screenshots. After almost a week of struggling with verification, I was finally able to successfully verify my account yesterday on November 4, 2024!! At least that's what I thought, and then today I got another email saying that my document, which had previously successfully passed verification, had been rejected again even though the document was okay.
I know these payout delay tactics very well from various other casinos, read about them in forums, etc., they recently delayed the payout in order to ensure that the player eventually loses his nerve and then gambles away the money he honestly won without a bonus.
For me this is pure harassment, delaying tactics, from the casino and not wanting to pay out large amounts of money won etc.
Of course I can prove everything: when I won what, which slot, how much I won, etc. I took screenshots to prove that I was in the right!
Today I canceled the 5000 Euro withdrawal and have set my deposit limit to 0 Euro for 30 days.
The Mr.bet Casino is constantly trying to persuade me to offer a free spin lock bonus because they know full well that I earned the money I won without a bonus.
If I were to activate a bonus, they would then have a reason to say "Wait a minute, I have to turn over my winnings of 5000 Euros 45 to 55 times, etc." but I won't fall for this dirty trick!!!
I can still log into my Mr.bet/at account, I haven't been blocked yet, thank God!
I have had contact with support at least 10 times. Support is very quick to reach, friendly and helpful, but you can tell that they only work with pre-made text blocks. Every time, support says "yes, your documents have been uploaded" but it takes 48 hours for them to be processed or verified, etc. and that's the case every time! Unfortunately, you can't get any further with support and you can't even write to speak to a superior.
The end of the story is that I have cancelled my withdrawals and set my deposits to 0 euros for 30 days until my money is finally paid out. I have now made 5 withdrawal requests, 4 times 1000 euros and once 500 euros, and 500 euros are still in my casino account. I will leave the remaining 500 euros there for now to see how the casino reacts to a new withdrawal request, as I have just been successfully verified, let's see how long it lasts 🙂
To sum it up briefly, I have the feeling that the casino doesn't want to pay out the money I honestly won, they are trying to slow down or even prevent my withdrawal by harassing me with verification! My account was successfully verified twice and now I want to withdraw a slightly larger amount for the first time and the casino seems to want me to gamble away my winnings again, that has nothing to do with a reputable casino, a reputable casino would not have paid out money that was honestly won within 3 to 5 days.
Please I need help, I'm slowly getting nervous and I'm also slowly fed up with stress etc.
If you need more information, I have several screenshots where I can prove everything.
Best regards
Andreas O**** / Teelicht1988
Edited by a Casino Guru admin
Automatic translation:
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1 month ago
Dear Teelicht1988,
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.
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1 month ago
Translation
Thank you dear Guru Support Team for the quick reply, but one more small thing! If you need screenshots or pictures etc. I have everything here.
You can see that the casino simply does not want to pay out because of verification harassment!!!
Okay, so should I just wait a bit longer? Should I contact you if something different comes up?
Mfg/Teelicht1988
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1 month ago
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Hello! a short addendum:
It looks like I have hopefully successfully completed the verification so far!
At least I haven't received an email yet saying that I was rejected like I have in the last few days because my documents were not accepted even though I had everything correct.
I have now submitted 5 more requests for withdrawals, 4 times 1000 euros and 1 time 500 euros and I will leave the last 500 in my account for now. I would like to see if they will pay out at all now or if there will be any problems with the verification of my documents.
I assume that the casino is simply delaying my withdrawal so that I might still lose my money or activate some kind of bonus!!!
I'll keep you updated, hopefully they'll pay out soon and won't give me any more problems with supposedly new verification etc.
Best regards
Teelicht1988
Automatic translation:
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1 month ago
Translation
Hello a short update:
I have just spoken to Mr.bet support after I saw on my withdrawal page that the money had been successfully paid out, at least 3500 euros should be on the way now, about 1000 euros are still being processed. I made 5 requests for withdrawals, 4 times 1000 euros and 1 500 euros! As soon as the money is in my bank account I will let you know.
Ps: I will only believe in the payout from the casino when the money is actually in my bank account. That's why I will keep this complaint section open! Maybe Mr.bet is just saying that they have paid out, but in reality they haven't done so, well, let's hope for the best 🙂
Best regards
Teelicht1988
Edited
Automatic translation:
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1 month ago
Dear Teelicht1988,
I'm pleased to hear that part of your withdrawal has been successfully processed. Please keep in mind that all withdrawals may take up to 14 days to complete.
Kindly let us know if you receive the remaining funds or if you have any updates.
I look forward to your response.
Warm regards,
Nick
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1 month ago
Translation
Hello Nick,
I am happy to inform you that my money has been paid out in full. Mr.bet Casino sent me an email apologizing for the problems with the verification and the long wait for my winnings to be paid out.
As compensation, or rather as an apology, Mr.Bet gave me 300 free spins. 🙂 If I win anything, I can withdraw up to 150 euros.
I would like to thank you, the Casino Guro support team, for your help.
Apparently Mr.bet Casino is a more honest casino when it comes to deposits. It does take a while if you want to withdraw something, but you get the money you won.
You can rest assured that Mr.bet Casino is an honest casino when it comes to payouts, even if it takes a while!
You can consider the case as successfully processed,
Best regards
Teelicht1988
Automatic translation:
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1 month ago
Dear Teelicht1988,
I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you.
As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues.
Thank you so much for your time.
Best regards,
Casino.Guru
