The player from Brazil requested a withdrawal 12 days prior to submitting this complaint. The player has received the payment and the complaint was closed as "resolved".
The player from Brazil requested a withdrawal 12 days prior to submitting this complaint. The player has received the payment and the complaint was closed as "resolved".
The player from Brazil requested a withdrawal 12 days prior to submitting this complaint. The player has received the payment and the complaint was closed as "resolved".
Good morning, I've been withdrawing from the provider for 12 days to pay 4,200 to the account, and nothing has dropped, I contact them directly but they only say that they can't speed up the provider and that it takes 1 to 3 business days or 5 working days. But it's been well over 5 days.
Bom dia, eu estou a 12 dias com uma retirada no provedor para pagamento de 4,200 para cair na conta, e não caiu nada, eu entro em contato direto mas só falam que não podem agilizar o provedor e que demora 1 a 3 dias úteis ou 5 dias úteis. Mas já passou bem mais que 5 dias.
Dear Carnelose,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Petronela
Dear Carnelose,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Petronela
Thank you very much, Carnelose, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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.
Thank you very much, Carnelose, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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.
Dear Carnelose,
I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite a Mr Bet Casino representative to join this conversation and participate in the resolution of this complaint.
Dear Mr Bet Casino,
Could you please state why the player's withdrawal has not yet been paid out and when he can expect the payment?
Thank you in advance for providing the information.
Kind regards,
Stefan
Dear Carnelose,
I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite a Mr Bet Casino representative to join this conversation and participate in the resolution of this complaint.
Dear Mr Bet Casino,
Could you please state why the player's withdrawal has not yet been paid out and when he can expect the payment?
Thank you in advance for providing the information.
Kind regards,
Stefan
Hello Stefan,
The delay of funds occurs on the side of the external payment service provider. For our part, we send the winnings to the payment method chosen by the user, but the transaction is being processed for too long by the provider. Unfortunately, we cannot influence the internal processes that occur on the part of the provider.
We recommend that the user contact our support team and ask the support agent to submit a request to cancel the withdrawal from the payment provider to the financial department. As soon as the withdrawal is canceled, the money will be returned to the account and the user will be able to re-create the withdrawal request using an alternative payment method.
Best regards,
Mr.Bet Casino team
Hello Stefan,
The delay of funds occurs on the side of the external payment service provider. For our part, we send the winnings to the payment method chosen by the user, but the transaction is being processed for too long by the provider. Unfortunately, we cannot influence the internal processes that occur on the part of the provider.
We recommend that the user contact our support team and ask the support agent to submit a request to cancel the withdrawal from the payment provider to the financial department. As soon as the withdrawal is canceled, the money will be returned to the account and the user will be able to re-create the withdrawal request using an alternative payment method.
Best regards,
Mr.Bet Casino team
Dear Carnelose,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Stefan & Casino.Guru
Dear Carnelose,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Stefan & Casino.Guru
Free professional educational courses for online casino employees aimed at industry best practices, improving player experience, and fair approach to gambling.
An initiative we launched with the goal to create a global self-exclusion system, which will allow vulnerable players to block their access to all online gambling opportunities.
A platform created to showcase all of our efforts aimed at bringing the vision of a safer and more transparent online gambling industry to reality.
An ambitious project whose goal is to celebrate the greatest and the most responsible companies in iGaming and give them the recognition they deserve.
Casino.guru is an independent source of information about online casinos and online casino games, not controlled by any gambling operator. All our reviews and guides are created honestly, according to the best knowledge and judgement of the members of our independent expert team; however, they are intended for informative purposes only and should not be construed as, nor relied upon as, legal advice. You should always make sure that you meet all regulatory requirements before playing in any selected casino. Copyright ©2025
Check your inbox and click the link we sent to:
youremail@gmail.com
The link will expire in 72 hours.
Check your 'Spam' or 'Promotions' folder or click the button below.
Confirmation e-mail has been sent again.
Check your inbox and click the link we sent to: youremail@gmail.com
The link will expire in 72 hours.
Check your 'Spam' or 'Promotions' folder or click the button below.
Confirmation e-mail has been sent again.