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

For 2 months I've been trying to withdraw my balance at Mr. Bet, the service is terrible, I've tried with 2 accounts, pix and nothing so far.

Dear cfernandes10,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if your account has been fully verified? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?

Please understand, that without verifying your account, you won’t be entitled to any withdrawals.

Looking forward to hearing from you.

Best regards,

Petronela

In all attempts they asked to verify bank details, I have already sent several prints of the withdrawal request and all the data are correct, which seems to me to be an internal problem with the platform

Withdrawal requests keep failing even with all account details filled in correctly

Thank you, cfernandes10, for your reply. Could you please advise if your account has been fully verified?

The account has already been verified, yes, I even receive payments from other applications, according to the bank, everything is normal

Thank you very much, cfernandes10, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi cfernandes10,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to invite Mr Bet Casino to join this conversation and participate in the resolution of the problem. Probably you can share some more information about the reasons for the player's withdrawal requests to be canceled each time?

Kind regards,

Natalia

Dear All,

We are now having a technical issue from the payment provider side. As soon it will be fixed the withdrawal request will be processed by the provider. 

From our side we are sending the funds to the payment provider but there is no confirm or decline is following. 

As we cannot impact the internal processing from the provider side we are waiting for the response and asking for an update everyday. 

We are sure this issue will be resolved in the nerest time. 

Best regards,

Mr.Bet Casino team

This is impossible, it's been almost 3 months trying to withdraw, if this problem exists, they should have an alternative solution, it doesn't justify all this time without withdrawal

Dear Mr Bet Casino team, thank you for your reply. May I ask if you are experiencing technical issues only with PIX payment provider? Can you please inform us if there's an opportunity to offer any other payment method for the player to request the withdrawal?

Regards,

Natalia

Dear cfernandes10,

The technical issue is resolved for now. By your last withdrawal attempt you've entered invalid credentials and the payout failed. 

Please create another withdrawal request with right requisites. 

Best regards,

Mr.Bet Casino

Dear Mr Bet Casino, thank you for the update.

Dear cfernandes10, has there been any news? Since the casino informed us about fixing their technical issues, you can try to make a new withdrawal request. Please, let me know about the outcome. I hope it will work for you well.

Regards,

Natalia

Dear cfernandes10,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.