The player from Austria faced a delay of over two weeks in withdrawing funds despite having a verified account. After submitting a request for an address change, he was repeatedly told that the department was busy, and he received no feedback for over 10 days. The Complaints Team was unable to proceed with the investigation due to a lack of response from the player, which led to the rejection of the complaint.
Mr Bet Casino - Player’s withdrawal request is delayed.
Amount: €2,100
Mr Bet Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 months ago
Public
Public
2 months ago
Translation
Hello, the casino has kept me waiting for a withdrawal for 2 weeks now. My account was already verified, but suddenly I was asked to verify it again. After I submitted a request for an address change, as I have moved in the meantime, I have been continuously given the excuse that the department has a lot to do. It has now been over 10 days, and the casino has not given me any feedback. I'm asking for help.
Automatic translation:
Public
Public
2 months ago
Dear sanelinho123,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.
Have you made any successful withdrawals from this casino before?
When exactly did you change your permanent address?
Did you request an address change after your initial verification was approved?
Do you have any official documents showing that you moved from your old permanent address to a new one?
Has the address been changed in your casino profile?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Public
Public
2 months ago
Translation
Hello
yes, I have paid out several times.
I moved a few weeks ago
yes, I had to verify myself again. That's why I requested a change of address
I have a registration certificate
No, the address has still not changed.
Automatic translation:
Public
Public
2 months ago
Thank you for your reply. Please forward me all the communication between you and the casino regarding the verification of your new address at veronika.l@casino.guru. Include all the other evidence that could be relevant to our investigation as well. Thank you for your patience and cooperation, and I look forward to assisting you further.
