The player has been trying to withdraw his winnings for almost one year, but the casino claims, his bank refused the payment. The player eventually received his funds. The issue was resolved.
Mr Bet Casino - Player’s withdrawal has been delayed.
Amount: €250
Mr Bet Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 years ago
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4 years ago
Translation
I have been waiting for my credit to be credited to my credit card account since September 2019. Casino says the bank is to blame. Talked to my bank and no money has been received to date.
Beware of these OC. Scam
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4 years ago
Dear Dennis,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Several factors such as geolocation, and contracts with the payment providers, and even actual situation in the world all have a major influence.
Did the casino offer you any alternative withdrawal method? Could you forward any relevant communication between you and the casino to kristina.s@casino.guru? (Or you can post it here). If you have an official statement from your bank, please forward it as well. Looking forward to hearing from you.
Best regards,
Kristina
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4 years ago
Translation
Unfortunately, I no longer have all the correspondence. The casino did not offer me an alternative withdrawal method. The casino insisted they put the money on my credit card. After a long back and forth, they blocked my account. They wanted to write an official from the bank that no receipt of the money took place. I have provided my credit card bills to the casino. It was clear that there was no payment.
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4 years ago
Thank you very much Dennis for your reply. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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4 years ago
Hi Dennis,
I'm taking over your complaint. I will contact the casino and see if I can help.
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4 years ago
We would like to ask the Mr Bet 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, the complaint will become ‘unresolved’ which may negatively affect its rating.
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4 years ago
Hi Dennis,
I tried to contact the casino repeatedly, but it failed to reply. I’m afraid, there is not much that can be done without cooperation from their side. I will mark the complaint "unresolved" in our system. I understand, this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. There's also an option to contact the Curacao Gaming Authority (https://validator.curacao-egaming.com/validate?domain=mr.bet&seal_id=f88c51920af0d2f1633588b41238f34c44acf0725589885a03b8d0275c485f4fbd4989f46fa4a4dbdcf4ffbc78912296&stamp=e1021a828de614dc722a1a9592a4056d) It's not the best licensing authority out there but in some cases it proved useful. Please let me know how they replied (peter.m@casino.guru).
Best regards,
Peter
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4 years ago
We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.
We received the following reply from the casino:
"Dear Casino Guru team,
On 17.06.2019, client`'s withdrawal was processed from our side, but on 25.06.2019, the customer contacted our Support team notifying that he hadn't received withdrawal yet. After checking with an external provider, it was found out that all money transfers have successful statuses. To investigate the case more deeply, we asked the customer to provide an official confirmation letter from the issuing bank that the following payments using provided details and RNR were not found ( payment details were provided to on 25.06.2019. Also, we asked to provide an official bank statement for the card on which the customer made a withdrawal request. Unfortunately, necessary documents were not provided, only screenshots of bank statements, but they can not be considered as formal one.
We are sorry that it happens, but we are loyal casino and always try to satisfy our customers. We are ready to compensate 250 EUR . But not to happen the same situation again, we ask to contact our Support team to сonfirm payment requisites.
Thank you for your request!
Best regards.
Mr Bet Casino Team"
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4 years ago
Translation
Dear Mr. Bet Casino. Thank you for responding. I see that as very serious. I will immediately contact your support team and address my / your concerns in order to still receive my winnings. I will speak again here when I have received my prize. Until then, thank you very much for your answer and see you soon.
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4 years ago
Translation
Dear Casino Guru Team,
I hereby inform you that I have successfully reached an agreement with Mr. Bet Casino. The casino transferred the required € 250 to my bank account today.
Thank you for your professional and quick help.
Thus, you can close the case as successful.
Many thanks
Best regards
Dennis
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4 years ago
Hello Dennis,
That's good news. I'm glad to hear that you received your funds. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Peter
