Mr Bet Casino - Player’s withdrawal has been delayed.

Ich warte seit September 2019 auf meine Gutschrift auf mein Kreditkartenkonto. Casino sagt die Bank ist Schuld. Habe mit meiner Bank gesprochen und es ist kein Geldeingang bis heute erfolgt.

Vorsicht vor diesen OC. Scam

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

Leider habe ich den gesamten Schriftverkehr nicht mehr. Das Casino hat mir keine Alternative Auszahlungsmethode angeboten. Das Casino beharrte darauf das sie das geld auf meine Kreditkarte überwiesen haben. Nach langen hin und her haben sie meinen Account gesperrt. Sie wollten ein Offizielles schreiben von der Bank das kein Eingang des Geldes stattgefunden hat. Ich habe dem casino meine Kreditkarten rechnungen zur Verfügung gestellt. Da war klar ersichtlich das es keinen Geldeingang gegeben hat.

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.

Hi Dennis,

I'm taking over your complaint. I will contact the casino and see if I can help.

Vielen Dank.

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.

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

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"

Sehr geehrtes Mr. Bet Casino. Vielen Dank das Sie geantwortet haben. Das sehe ich als sehr seriös an. Ich werde mich sofort an Ihr Support Team wenden und mein/Ihr Anliegen ansprechen um meinen Gewinn doch noch zu erhalten. Ich werde mich hier wieder zu Wort melden, wenn ich meinen Gewinn erhalten habe. Bis dahin erstmal vielen Dank für Ihre Antwort und bis bald.

Sehr geehrtes Casino Guru Team,

Hiermit teile ich Ihnen mit, daß ich mich mit dem Mr. Bet Casino erfolgreich geeinigt habe. Das Casino hat mir heute die geforderten 250€ auf mein Bankkonto überwiesen.

Vielen Dank für Ihre professionelle und schnelle Hilfe.

Somit können Sie den Fall als erfolgreich abschließen.

Vielen Dank

Mit freundlichen Grüßen

Dennis

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