The player from Austria won €12,000 at Mr Bet Casino and requested a withdrawal of €5,000. After successfully verifying her account, she now faces another request for bank documents, leading to concerns about potential delays or fraud.
Mr Bet Casino - Player's withdrawal has been delayed due to repeated document requests.
Amount: €12,000
Mr Bet Casino
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Case opened
Current status
Waiting for casino to reply
6d 16h 18m 19s
Case summary
7 hours ago
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6 days ago
Translation
Hello, I urgently need your help regarding Casino MrBet.
Exactly one week ago I won €12,000 (without a bonus or free spins!) and requested a withdrawal of €5,000. After that came the usual verification procedure. I immediately sent ALL the necessary documents to the casino on Friday.
I received an email on Tuesday this week saying that my account had been successfully verified. After I had not yet received my first withdrawal of €5,000, I looked at my account again today and it was again requesting documents for my bank details even though two days ago my account was considered successfully verified??? I have sent all possible documents showing that it is a bank account because it keeps saying that the full name and bank details must be listed together. I don't know what else I should send in case my documents are rejected.
I'm asking you for help! I've never had a case like this in a single casino before. These documents were accepted everywhere! And as I said, two days ago MrBet did it too and then there was another surprise. I'm afraid that they just want to delay the payout and take my money at the end like has happened with other entries here. That can't be allowed! That would be fraud!
Please help me speed up the verification process.
I can send you all further documents and correspondence.
Thanks!
Best regards,
Arijana I*******
Edited by a Casino Guru admin
Automatic translation:
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5 days ago
Dear arci7,
Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you're facing with your withdrawal at Casino Mr Bet.
To better assist you, could you please clarify the following:
- When did you first receive the email confirming your account verification?
- What exactly do the casino's messages state regarding the requested documents for your bank details?
- Have you received any explanation from the casino about why the documents you submitted were not accepted?
Your cooperation is crucial for us to investigate this matter and help resolve the issue. Without your input, we won’t be able to move forward with the case. Please feel free to forward any relevant communications to petronela.k@casino.guru.
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,
Petronela
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3 days ago
Translation
Hello Petronela,
First of all, thank you for taking on my case. I hope that your help will result in a quick payout.
I received the email confirming my successful verification on Tuesday, November 26, 2024 at 2:09 p.m. CET (see attachment in email)! I then waited to receive confirmation of the withdrawal. Since nothing came, I wrote an email to Mr.Bet support on Wednesday, November 27, 2024 (forwarding the confirmation email of my account verification and asking when the withdrawal would be confirmed) - I have not received a reply email from support to date.
Since no withdrawal was made, I logged into my casino account on Thursday, November 28th, 2024 and found that my account had been switched back to document verification even though it had already been successfully verified?!?!?! I was now asked to verify the payment method or the "bank transfer" (the withdrawal method) again. I then wrote to the chat. An employee told me that I had to submit bank details or account transactions on which my IBAN and my full name are listed. But I had already done that when I sent the documents the first time. The deposits were made via Rapid Transfer, which were debited directly from my bank account (you can also find the transaction list for the deposits in the attachment). I also had to verify these transactions and submitted a corresponding bank statement. This bank statement also contains my IBAN and my full name. Why does the casino then need the same bank statements again even though the deposits were already made via the same account??
Anyway, on November 28th, 2024, I sent ALL possible documents for my bank account AGAIN: ATM card front and back, bank statements, screenshots from my online banking. I then received several emails saying that my documents were being checked. However, my player account still says that I should send documents for verification. I then wrote to support again and asked why it was still there. The employee said I should ignore it and that the documents had all been received and were being checked. Now another 4 days have passed and there has been no response to my email from support or any information about the documents, nor has there been a payout.
I'll forward the chat history to you by email right away. You can also find the verification documents relating to my bank account in the email I just sent you. If the casino doesn't believe that this is my account, then they should ask the bank themselves. I don't know what else to send and I'm afraid that it will be rejected again because they're looking for a reason to delay the payout. I want to have the €12,000 I won paid out!
Best regards!
Automatic translation:
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2 days ago
Thank you very much, arci7, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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7 hours ago
Dear arci7,
My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Mr Bet Casino representative to join this conversation.
Dear Mr Bet Casino,
Could you please provide clarification regarding this case?
Thank you in advance,
Mirka
Mr Bet Casino has 6d 16h 18m 19s to reply
