Mr Bet Casino - Player’s withdrawal has been delayed and the bonus cannot be claimed.

Hello, I recently found mr.bet and started playing on their website, as they have many very good promotions, however, I made the withdrawal on February 23 and until today March 1 I have not received anything, it is in "progress" " when looking to find out about it, I saw that mr.bet may request some document for confirmation but no email or notice has been issued about it or any document, besides a promotion that is active free spin but that every time I enter , says that I don't have free spins, And the application was hacked by hackers too, that is, a complete lack of respect for the customer, I hope you can solve this problem because I liked the platform but I'm already thinking about entering another one because it's leaving much to be desired! Thanks for your attention.

Dear Gileade,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please advise if your winnings have been accumulated with or without an active bonus? Do I understand correctly that the account verification hasn't been initiated yet?

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, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. After you'll complete the KYC verification successfully and have your withdrawal approved, I truly believe it will be only a matter of time before you’ll receive your winnings.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Additional comments from the player:

"I have 30 free spins in the "book of dead" and I can't bet!!, I won the spins in a promotion but I can't bet these free spins anymore, and it will expire soon, it's unfair to put a promotion that is not fulfilled, I hope you solve this problem, thank you."

I received the 200 reais today, I'm very grateful, but the free spins I have are not being wagered yet 😕, soon it will expire and I will lose them, I hope you help me because I've tried everything, that way I won't trust the promotions, thank you for your attention 💅

Thank you very much, Gileade, for confirming that your withdrawal has been successully received.

I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance in regard to Free spins issue. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, Gileade,

I am sorry to hear about your negative situation. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Mr Bet Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Mr Bet Casino Team,

Based on the fact the player has already confirmed successful payment, a delayed withdrawal is not the issue anymore.

Regarding the promotion mentioned above (30 FS in "Book of Dead") - could you please explain to us, what is the reason that the player cannot activate and use the free spins offer? What steps should the player follow to use these free spins?

Thank you in advance for providing the information.

I would like to update that the free bets have just expired, without having had the chance to play it myself, I am very disappointed with mr.bet as it did not fulfill the promotion that was offered, thank you to the Casino Guru team, but I have little expectations that free bets can be recovered, I will not be depositing at mr.bet again due to this, a pity, thank you all for your attention.

Thank you, Gileade, for the update.

However, I would like to wait for the casino's reply and explanation.

Dear All,

Please be informed that the user activated the first batch of free spins 2022-02-20 till 2022-02-23 he played 3 batches. It’s recommended to play the next batch of free spins the same day the spins are available. The user missed one batch on 2022-02-22. 

Despite the fact that the batch is already expired we’ll recredit it to the user. 

Dear Gileade our manager will contact you when the batch will be available for you to play. 

Best regards,

Mr.Bet Casino team

Greetings all,

Thank you, Mr Bet Casino team, for providing the explanation.

Dear Gileade,

Can you confirm that you have been contacted by the casino's representative? Have you been credited with the free spins batch?

Please let us know once you receive information from the casino about crediting free spins.

I haven't been credited with the free spins yet, and I haven't received any information about it, other than what was said here by the Mr.Bet representative, in Await.

Hello, Gileade,

Thank you for the information. Please, let's stay patient and provide the casino with a few more business days to process it.

Let us know please once there is any progress. We are looking forward to hearing from you.

Dear Gileade,

Have you been credited with the free spins batch? Was your issue resolved? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will consider it resolved based on the main issue that was already resolved.

Looking forward to hearing from you.

Thank you, Gileade, for confirming your disputed funds were received and for using the Casino Guru complaint resolution centre. As the main issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thank you very much, Mr Bet Casino Team, for your cooperation.

Best regards,

Branislav, Casino.guru