The player from Austria had requested a withdrawal from Mr Bet Casino over 13 days prior but had faced a delay due to an address change. The player had been verified multiple times in the past and had successfully withdrawn larger amounts. However, because of the address change, the player's account was put under review once more. The player had been repeatedly informed by the casino that the process was ongoing but without a definite timeframe. After 15 days, the player had threatened legal action. The Complaints Team had intervened, inviting Mr Bet Casino to the conversation and asking for clarification. The casino had responded that the player's account had been successfully verified, the address change request had been fulfilled, and the withdrawals had been processed. The Complaints Team had informed the player, asking for confirmation of receipt of the winnings. However, due to a lack of further response from the player, the complaint had eventually been rejected.
Mr Bet Casino - Player's withdrawal delay due to address change.
Amount: €4,500
Mr Bet Casino
Safety Index:HighPlayer stopped responding
REJECTED
Case summary
Hello, I requested a withdrawal on 1/11/2023 and have now been waiting for 13 days for an address change. Every day I am told something different - once, I'm told it is already being processed and another time, that I have to wait due to a queue. I don't know what else I can do. Can you please help me?
Hello carmii33,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Mr Bet Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
Hello Nick
Thank you for looking at my case?
To the questions
I have already been verified a few times and have paid out several times. Now I had to verify myself again because my address has changed in the meantime and you cannot change this in the settings at Mr. Bet. I am now under review because of an address change and my Account is also not verified until this is completed... After asking several times, I was repeatedly told it was being processed and then again that it could take 28 days and then again that it was in the queue and then again that it would be in a few It's done in a few days, I don't know what to do anymore and I've been waiting for 14 days
I didn't play with any bonus
The last time I had contact was today.
Kind regards, Carmen
I wrote to Mr. Bet support twice today and was given different answers twice.
I have saved all chat histories.
Please help me 14 days seems long enough to me, especially since I have already been verified several times and have often paid out larger amounts.
Hello
Today I asked support again how long it would take. The answer as always is that I should be patient, even though I was told days ago that processing was in full swing... now I have received another message that my proof of address has been rejected It became clear because my address still hasn't been changed. It's a vicious circle. I don't understand what's taking so long. I'll now ask my lawyer for advice.
Maybe you can help me too please?
Kind regards, Carmen Prantl
Unfortunately, I'm still waiting for my payout and will now get my lawyer involved. After 15 days, I'm really tired of it, I'll give mr bet a bad rating and won't play there anymore....!!!
Thank you carmii33 for the updates. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Hello carmii33,
I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.
We would like to invite Mr Bet Casino to join the conversation.
Dear Mr. Bet Casino,
I acknowledge the necessity for document verification during the withdrawal process. However, updating the address, as per the player's indication, should be a straightforward task, especially if the required documents confirming the new address have already been submitted, as I believe has been done. Could you provide insight into any specific reasons why the player's verification and subsequent withdrawal have not been processed yet?
Hi Michael
Thank you for your actions
Unfortunately I still haven't received an answer from the casino. They put me off every day with the same answer that it's still taking a while and they'll get back to me today it's been 3 weeks that I'm waiting.
I will no longer play at mr bet and will not recommend it to anyone. I have never had any problems depositing and withdrawing and now with a simple change of address they are stalling me.
I hope I get my money now otherwise I'll get my lawyer involved.
Kind regards, Carmen
Today my document for the residential address was rejected on the grounds that it was a screenshot, but that wasn't true. I uploaded an original photo that I took myself 
Dear carmii33,
I understand your dissatisfaction that the casino team didn't accept the photo of the document, however, it is quite a standard requirement that certain documents have to be provided in PDF format. Was the format of the document not specified in an email from Mr Bet Casino's team?
They just rejected it and said I should upload an original photo but I actually already did that. I took a photo of it with my camera and uploaded it. I've now done that again and I've been waiting for almost 48 hours and I don't even know if it's there now correct is
And no, I never received an email, just this
The absurd thing is I uploaded a live photo and never took a screenshot...
Dear Michal,
The player's account is successfully verified. The request for a residential address change according to GDPR was fulfilled. No official timeframes for GDPR were breached. The withdrawals were processed and the player should have already received their funds on the chosen payment method.
Thank you for the response, Mr. Bet Casino Team.
Dear carmii33,
As mentioned by Mr. Bet Casino Team, everything is sorted now, and you should have already received your winnings. Please confirm this so that we can consider your complaint to be resolved or if you need assistance with anything else.
Dear carmii33,
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.
Dear carmii33,
Although it seems as though this issue has been clarified, as we haven't had a further response from you to confirm this, or if you need any further assistance, we are, unfortunately, forced to reject this complaint. I would like to thank the casino team for their cooperation.
Don’t hesitate to contact us if you run into any issues with this or any other casino in the future and we will try our best to help.
Best regards,
Michal
Casino Guru
