Mr Bet Casino - Player struggles with delayed withdrawal and verification process.

Good afternoon, the Mr Bet platform is trying to verify my user account and release my money, it says that the documents are not there, ok, after more than two weeks giving me the same answer, today I received a message saying that my account it had been verified, however, it still has the same verification status and my money is still stuck, I would like to receive my money, but Mr Bet always has a different excuse, I requested the withdrawal on 10/05, I had already made withdrawals in amounts minors before, and only now was I forced to verify, however, to deposit the money there is no need for verification.

I am waiting for payment from the Mr Bet platform, and I really expected more seriousness, as it was a platform that I trusted a lot.

Adriane ****

Dear adrianesviana88,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Mr Bet Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please explain what is the status of your withdrawal request from October 5th?
• Could you please send me your recent communication with the casino, where they informed you your account is verified? My email is tomas@casino.guru

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear adrianesviana88,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello, Tomas, it continues the same way, the withdrawal requested on October 5, 2023, appears as pending, in the amount of R$4,200 reais, the other R$90 reais was requested on 10/09, which is in the same situation, as pending, the account is not yet verified, according to the app, but I received another email confirming the verification.

Whenever I write the answers given by the "managers", the support team that works in customer service at Mr Bet, they are always the same: "your account needs to be verified", "your name is not identical to the document", etc.

I received three emails saying that my account had already been verified, however it doesn't appear in the application, I immediately responded to the account verified email, the attendant named Catalina responded to me saying that sometimes the email arrives incorrectly , keep asking me how serious this company is, if even the emails arrive wrong.

I am still waiting for the resolution of my case and the receipt of my money, being certain that there is no longer a relationship of trust with the Mr Bet platform.

I will send an account verification email to you at the email address provided, as requested, with a copy of Catalina's response.

See you.

Adriane ***

I would like to thank you for your intervention, and say that today, 23/10, my money is already in the account, Mr Bet honored his commitment.

Dear adrianesviana88,

I'm glad to hear that your money reached you. 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 issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru