The player from Germany requested a withdrawal. Unfortunately, the payment was delayed. After the player provided additional documents for verification, the issue was successfully resolved.
Mr Bet Casino - Player’s withdrawal was delayed.
Amount: €2,700
Mr Bet Casino
Safety Index:Very highSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Hello, everyone,
in a nutshell I keep playing hundreds of euros and never win anything "big" and this time I honestly win 2700 euros of course I want to pay it out immediately. I am writing to mrbet customer support, who keep writing the same message that payouts can take up to 24 hours but can also take longer. I suspect this message is copied from the system. I have already made 2-3 withdrawals there and no verification is required, they say so in the live chat, I just got a message in the CASINO account that I will have to submit a verification soon and the people in the live chat but say I am not on it yet have been asked how long does it take for me to be asked. I just wanted to enjoy my first big win and not have to struggle.
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1 year ago
Dear Antoemo,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that your payment is still pending inside the account without being processed? Could you please specify how many days ago was your withdrawal requested? Was your account successfully verified in the past?
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. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.
Looking forward to hearing from you. Thank you in advance.
Best regards,
Petronela
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1 year ago
Translation
I just need urgent help for KYC verification now
Of course I have now received this for my first big payout that I have to verify myself.
I had to send my identity card, I did it.
As for the payment method, mrbet wants my last deposit from November 8th, 2022. I don’t have this on an account statement but only as a screenshot in my Sparkasse app and all account statements always come at the end of the month.
I sent in a screenshot and added my bank statement from last month, but I know from customer service that it will be rejected in any case because everything on the transaction says the date, my account number, the deposit amount but not my name. And they ask for a bank statement where it says it, but as I said, I only have this at the end of the month but I have a bank statement from last month from my other deposits at mrbet as a pdf file. I ask you many times for help what can I do what can I send in. A friend also wrote to Casino guru, so I contacted you directly because you can help me because I can't communicate with Mrbet's support because they keep telling me that they need the bank statement.
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1 year ago
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My payout is not yet approved because I have to wait for verification and the problem is as listed above and I have really dealt with their customer support several times but I still don't know what to do in this case.
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1 year ago
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If the information helps you because of the suggested solutions, I made the deposit immediately. Where I can provide you with a screenshot because my account number but no name is visible but it is on my bank statement
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1 year ago
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I have now received an answer that the payment method was rejected because my name was not included in the transaction (deposit) sent as a screenshot.
I have now had a bank statement drawn up by the savings bank and would send it to you if possible so that you can check it
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1 year ago
You can forward any relevant communication, or documents to petronela.k@casino.guru. Do I understand correctly that verifying your payment method seems to be the only obstacle between you and your winnings?
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1 year ago
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Yes, that's right, the payment method was rejected again during verification, although they want the deposit by November 8th, 2022 and I had a bank statement drawn up by the bank. It then said no self-scanned files are allowed I will send you the account statement.
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1 year ago
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I can't get my prize because I simply can't be verified with the payment method It's my bank, it's my account statement, but no, they want an account statement from November 8th, 2022, so I have it in paper form now. Where everything is on it what they ask of me!
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1 year ago
Thank you very much, Antoemo, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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1 year ago
Hi Antoemo,
I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Mr Bet Casino to the conversation to participate in the resolution of this complaint.
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1 year ago
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Alright, thank you very much,
I've talked to someone there now and they emailed me when I got the photo of them
bank statement in paper form that they will accept this. So I made the photo available to them and before I uploaded it they asked the responsible department and sent a confirmation email that this photo can be accepted I'm waiting until my account is verified now I hope it works soon because I've been working for so long already waiting and again and again the payment method is not accepted. Although it should work this time because mrbet wrote to me by email that the photo was okay and it was accepted.
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1 year ago
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I can send you the email once and please take a look at it
but it's best if we wait and see what will come next, I hope it works out slowly.
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1 year ago
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It's done, everything worked, I did it on
end but manage I had to do it
go to the bank in person
and get a bank statement from the bank from my last deposit into the casino.
I would like to thank the people who looked at my case and tried to help
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1 year ago
Dear All,
The user has been verified and his withdrawal request has been successfully processed on our part. The withdrawal was successfully sent on 11/17/2022. Please note that the payment provider may carry out additional processing of the payment up to 5 business days.
Best regards,
Mr.Bet Casino team
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1 year ago
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I was really concerned at the beginning, but everything worked out just with a lot of waiting time and mrbet is really a good site, I really like playing there👍👍
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1 year ago
Hi all,
Thank you for the update.
Dear Antoemo,
I'm glad to hear that your withdrawal was successfully processed. 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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