The player from Germany requested 2 withdrawals. The casino claims that the withdrawals have been processed, and he should contact his bank. However, there is no trace of any transfers coming from the casino. The complaint was resolved as the player received both of his winnings.
Mr Bet Casino - Player’s withdrawal has been delayed.
Amount: €93
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
3 years ago
Public
Public
4 years ago
Translation
Hello Guru Team,
I played with real money at Mr. Bet and wanted to pay out € 50 and € 43. Both sums were not transferred to me. When I asked, I was told that there would be problems with the transfer and that I should contact my bank. However, my bank did not have any information about a failed transfer. I then asked Mr. Bet to send me proof that the transfer had been made and to which account. Mr. Bet did not do that and just wrote to me to contact my Benk. As a result, my account with Mr. Bet was blocked. I think the procedure is very questionable and why was my account blocked if the error is supposed to be with my bank ??? If one transfer didn't work, it's strange, but the second shouldn't have worked either? I have to assume at the moment that it is a rip off ...
I hope you can help me.
Best regards
Automatic translation:
Public
Public
4 years ago
Dear Philip,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Could you please confirm that you passed KYC successfully, please? Have you ever made a withdrawal before, or was this your first attempt? When exactly have you requested it?
Additionally, please forward any relevant communication between you and the casino to kristina.s@casino.guru.
Looking forward to hearing from you.
Best regards,
Kristina
Public
Public
4 years ago
Translation
Hello, the payout should have been made on November 5th, 2020 according to the casino. And my verification was complete and I submitted all of the required documents.
Automatic translation:
Public
Public
4 years ago
Thank you for your reply, Philip. Has the casino provided any explanation about why they blocked your account?
Public
Public
4 years ago
Translation
Hello, no, I haven't received an answer yet. I haven't received the money either.
Automatic translation:
Public
Public
4 years ago
Thank you very much Philip for your reply. I will now transfer your complaint to my colleague Nick 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.
Public
Public
3 years ago
Translation
Hello, I got an answer from Mr. Bet. I'm supposed to hand over my bank statements to Mr. Bet again, I just did that. Now I'll wait and see what happens.
Automatic translation:
Public
Public
3 years ago
I would like to ask Mr Bet Casino to join us and help us resolve the player's issue.
Public
Public
3 years ago
We haven't receive any answer from the casino yet. Please note, if we won't get any respond from them within the next 7 days, the complaint will be closed as unresolved, which could lead to casino's rating deduction.
Public
Public
3 years ago
Dear Casino Guru team,
Referring to our recent conversation with the user, please be informed that the transactions from 05. November (50 EUR ) and 24. November ( 43 EUR ) were successfully sent to his payment account. That means that in our system the status of the both transactions is successful and the payment provider has approved it.
We want to assure you that Philip’s account is now unblocked, and it was just a temporary measure during the security check.
We also asked the user to contact his bank with an ARN code for each transaction so the bank can find the transaction or provide us with an official letter, that for some reason the transaction could not be found.
We are still ready to assist Philip with his issue. To continue our investigation it’s required from him to send us the official letter from the bank so we can transfer it to the billing department and contact payment provider.
For the further assistance and detailed discussion we highly recommend the user to contact us via Live chat, phone or send us an email.
Best regards,
Mr.Bet Casino Team
Public
Public
3 years ago
Translation
Hello, I asked my bank as Mr. Bet asked. My bank informed me that there were no incoming payments of + 50, - € and + 43, - € on my credit card and that this must be proven by my credit card statement (which I have already sent to Mr. Bet). Now I have contacted the credit card company and am still waiting for an answer.
What irritates me is that I receive transfers from various other casinos without any problems, except from Mr. Bet. Depositing money went without any problems. In addition, apart from an ARN code (which my bank couldn't do anything with), I have no proof that the transfer was carried out.
Automatic translation:
Public
Public
3 years ago
Dear Casino Guru team,
We highly appreciate the user's effort but unfortunately, without any official documents from the bank that they could not find the transactions by ARN codes we cannot transfer this issue to the payment provider for further investigation.
We recommend Philip to apply to the Claims Department of his Bank one more time to request an official letter to prove that the ARN code provided by the payment provider does not exist in their database.
Also, please note, that in case if the transactions have not been successfully sent to the user's bank the payment provider would not be able to provide Philip with the ARN codes.
As soon as we receive the required document, we will contact the payment provider in order to continue an investigation.
Best regards,
Mr. Bet casino Team
