A player from Portugal has been waiting for a withdrawal since the 3rd and after depositing the payment in the account, the transfer was abruptly canceled. Communication with the casino has been unsatisfactory, and the player is merely seeking to claim their rightful winnings. The issue has been resolved successfully.
Mr Bet Casino - Player’s withdrawal transfer has been cancelled and delayed.
Amount: €1,498
Mr Bet Casino
Safety Index:Very highSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
9 months ago
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9 months ago
Translation
I wanted to come here and be able to praise the casino but what they are doing to me is a tremendous lack of respect, I have been waiting since the 3rd to process my payment. waiting for my earnings they deposited the payment in my account and immediately canceled the transfer, I spoke with the support but they are always with robotic msg and when they didn't know what else to explain they said it was offline, I just want to receive what it is mine by right please help me to resolve this issue
Automatic translation:
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9 months ago
Dear ChesterfMonteiro,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.
Do I understand correctly that you are waiting for your winnings to be paid out on 3rd of July?
Could you please explain which transfer was canceled? Was it a deposit you sent to your casino account?
Could you please confirm that you have passed the KYC verification?
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
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9 months ago
Translation
Yes, I went through the verification that took me 2 weeks to do so, the earnings of 3 of 400.00 in a total of 1200 were deposited in the account but the transfer was canceled immediately, I spoke with the support but they talk about things and do not know how to respond they just say it's processing, what I don't understand is why they made the payment of 1200 and canceled it was done by visa credit card. They made the payment and then made the immediate annulment of it. This is playing with people's faces
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9 months ago
Could you please forward any relevant communication between you and the casino regarding the issue to veronika.l@casino.guru? Thank you.
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9 months ago
Thank you for your email. Could you please confirm if the canceled payments were returned to your player's account? Have you received any withdrawal from this casino yet?
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9 months ago
Translation
The values were not returned to the player's account, the account in process is not available for play nor did it fall into the account and these would be my first withdrawals.
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9 months ago
Thank you very much, ChesterfMonteiro, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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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9 months ago
Hello there,
Thank you ChesterfMonteiro for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask Mr Bet Casino for their help in resolving this complaint. We would like to know what happened to this withdrawal and if we can do anything to help resolve this issue.
Thank you!
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9 months ago
Translation
Good morning, thank you for your willingness to help, after 25 days I managed to receive my money, since I had to change the payment method to receive it in Brazil, which took around 48 hours! Thanks
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9 months ago
Dear ChesterfMonteiro,
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,
Peter
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