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

I won 1,000,000 and sent them everything - a signed and stamped bank statement from Banco Estado, my ID card photo, a photo of my Banco Estado debit card. The bank statement includes the payment date and document number for the transaction, as well as the payment that goes to the WEB PK ONLINE COMMERCE. I also sent them the photo that comes in the email when they receive the payment, which shows the time. Despite all this, since April 8th, they still don't want to pay me. I don't know what else to send them. They claim to be a reputable and serious casino, but they do not pay. They don't want to pay me and have been full of lies. I don't know what else to do. I played and I won, that was my luck, but now the least they can do is pay me what I won. Please help me, I want my money.

Dear Mateo123106,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Mr Bet Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise when have you made a deposit in the casino?
• Have you been able to withdraw your funds successfully in the past?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Tomas

Dear to this email tomas@casino.guru I sent them the proof documentation that verified that I deposited and won and now waiting for the Mr Bet casino to pay me but they still haven't responded to me.

Hello, good afternoon, how is my case going? I need to be paid by Mr. Bet. If they received the correct payment and I was able to play, then because of the lack of trust, they have all my data. They have a history with days, dates, hours and even so they don't pay. The thing is, I deposit them. They agreed and I played then I won and I wanted to withdraw and they do not accept my documents.

Thank you very much, Mateo123106, for providing the necessary information. I will now transfer your complaint to my colleague Dominika (dominika.l@casino.guru)  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear Mateo123106,

This is Dominika and from now on, I will be taking care of your complaint. I have reviewed your case and I would like to invite Mr Bet Casino to join the conversation and participate in the resolution of this complaint.

Kind regards,

Dominika

Casino.Guru

Today I entered mr bet and I was surprised that they successfully verified my withdrawal, of course only 2 but I made the other amount of 2,445,000 divided into 3 parts, they told me that since I had already successfully made those withdrawals I would have no problems with the others .well 😄 happy after a long wait of more than a month to be able to have my money earned thank you they made me suffer so much the important thing is that they are paying me.

Dear Mateo123106, thank you for the information. Could you please confirm once you have received all the requested withdrawals?

They have already verified my documents, I am waiting for them to pay me the 2 withdrawals and then the other 3 once they pay me everything I will inform you, thank you for your help.

So far there is too much delay in payments, more than a month for the verification to be successful. I am happy but so far nothing because they take so long do I have to wait more than a month now to receive my money?

Dear Mateo123106,

You have two successful withdrawals on 2024-05-13 for 155,000.00 CLP and 400,000.00 CLP with the astropay payment method. You may try to withdraw the remaining balance using the same payment method.

I asked for the chat and they told me that I was rejected again, how is it? Please, I need you to pay me and don't play with me.

Dear Mateo123106,

To make withdrawals using the Astropay One Touch payment method, you need to complete an additional verification process. This verification has now been requested.

Please note that your previous transactions were declined because this payment method was not available.

Thank you for your understanding. If you have any questions or need further assistance, please let us know.

If the first 2 astropay payments went well there shouldn't be any problem with the others and I don't understand why they tell me that astropay is not available if you have already paid me 2 withdrawals. I have already sent you the required documentation. I will wait for payment, hopefully this Monday, May 20. Please.

Dear Mateo123106, do you have any updates regarding the withdrawal, please?

Hello, nothing, they still paid me 2 withdrawals, one for 144,000 and the other for 400,000 through astropay, but I have 2,000,000 to withdraw and it turns out that they rejected my payment. I really don't understand them, they pay me through astropay, everything is fine, but then they asked me to upload again. the documents and they reject them, imagine I will have to wait another month for them to pay me a little more instead of paying me all at once.

Thank you for the information. Do I understand correctly that you have provided the casino with the additional documents as per their latest request, and they rejected your withdrawal request?

In case they paid me through astropay and again they ask me for documents from this wallet, I send them to them and they reject them if they already have my information, then how is it possible that they reject everything again, meaning for each payment it takes more than a month.

Dear Mr Bet Casino, could you please explain the reason for rejecting the requested documents?

Aller, once again I sent the documents to Mr Bet Casino and today I just entered and I found out that my documents were rejected again, what a way of mocking and discriminatory, their method. I'm going to complete the 2 months and they only paid me 2. They know that Astropay is a digital wallet. More photos of the documentation sent do not exist. What do they want? If not, there is more. Now wait for the page to send the documents to appear again. Wait another week for me to send them again and they tell me that they were rejected. ? This casino is not as they claim to be, so serious and with a terrible license.

Once again they rejected my documents, enough of the abuse on the part of Mr Bet 😡

Dear Dominika,

We wish to inform you that the user needs to provide an acceptable proof of payment. The previous submission was not accepted as it did not include the required payment account data. Specifically, the user's name and phone number appeared on different screenshots.

We have requested the user to upload a browser version of the screenshot where all necessary information—name, phone number, and payment account data—is visible on a single document.

We are currently awaiting this updated document to proceed with the verification process.

Thank you for the information.

Dear Mateo123106, please follow the instructions in order to complete the verification process.

Hello gentlemen, Mr. Bet, I sent you the screenshot where my information, name, phone number, are the only screenshots, understand, they are only those, I hope they don't reject me and they can pay me.

Dear Mr Bet Casino, could you kindly provide an update on the verification process? Has the player submitted acceptable proof of payment?

Once again they reject my documents, they asked me to capture Astropay, I sent them to them, my name appears there. ruth. The phone appears in the other screenshot that I sent them on that page, not all the data appears as they want, so I sent them two screenshots but they have to understand that it is a digital wallet and the data appears separately. Now they don't give me the option to see another means of payment, for example, I have a debit card from a state bank account, but they don't give me that option. If the 2 withdrawals were paid to me through Astropay and I received the payment according to the payment, then why do they give me so many obstacles to pay what I have if they did it 2 weeks ago then why not now? They don't want to pay me, that makes me understand that's why they process me so much.

Dear Mateo123106,

The required documents for the proof of payment request have not been met. The reason for the rejection is that you did not upload the account information. Additionally, the username and phone number appear on different screenshots.

We expect a browser version screenshot that includes all the necessary details.

Thank you for your cooperation.

I still don't understand how it is possible for them to ask me for the impossible. I searched in the astropay PC browser and if my data appears in one screenshot and the others in another screenshot and you don't want to pay me because on one page my name appears and on another it is the phone number and because they don't appear both on the same sheet, they reject them after quite a while and they don't want to pay me. The other thing is that on May 15 of this month they paid me 2 withdrawals through Astropay and they didn't put in or ask for any information because they can't do the same with the others for me they just don't want to pay me.

Hello, good day, I tell you that I had to change the payment method to astropay because they asked me for my data to appear on a single page, which was impossible since the personal data came out divided into 2, but well, I rejected the payments and withdrew them again with another card and after so many attempts and almost 2 months they verified my documents so I hope that now from Monday, June 3, 2024 onwards it should not take so long to be able to pay me my money I will not declare victory until I see the deposit I will be informing you so that the case can be closed. Thank you, regards 👍 🤗.

Hello Mateo123106,

thank you for the information.

Could you please let us know once you have received the payment?

Hello casino guru, I inform you that today, Monday, June 3, Mr. bet.me finally paid, I am happy, I received the 2,700,000 😁 long wait but it was worth it.

Dear Mateo123106,

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,

Dominika

Casino.Guru