The player from Austria had complained about a delayed verification process at Mr. Bet Casino. They had won 3000 Euros which they were unable to cash out due to a lengthy verification process, during which they lost the winnings. The Complaints Team had clarified that the player was responsible for their account and any bets made. Despite the player's dissatisfaction, the team had affirmed there was little they could do since the player had lost all their funds. Consequently, the complaint was rejected due to these reasons.
Mr Bet Casino - Player was unable to withdraw winnings due to verification issues.
Amount: €3,000
Mr Bet Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Case closed
Our verdict
Other
REJECTED
Case summary
7 months ago
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7 months ago
Translation
I opened an account with Mr. Bet about 1 1/2 years ago and unfortunately played. I deposited around 3000 Euros over a few days. I did not claim ANY bonus!
Then I happened to win 3000 Euros within 1 hour... and wanted to cash it out so I could be back to square one.
The verification process took so long - over days with multiple attempts... but it evidently never worked.
Until I, as the player, lost everything again...
This is the tactic of this company...
I have had an endless exchange of letters and tactics with this support as I demanded my money back...
Now I am at a point, after 1 1/2 years, where I am suing this casino at my own expense, especially given that the latest legal situation even allows the CEO to be held personally liable and sued.
Because one thing is clear, the money must be paid back according to Austrian or EU law.
If they don't pay voluntarily, I will initiate this example and add an extra 10,000 Euros on top of it.
Automatic translation:
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7 months ago
Dear chst,
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, so I can understand the whole situation completely. Do I understand correctly that you currently don't have any remaining balance in your casino account?
If that is the case I’m afraid, there is not much we can do for you. The player is the only one responsible for their account, active balance, and all the bets taking place. I understand that this would have never happened if you could withdraw on the first attempt but at this point, we are not in a position to ask the casino to refund your lost winnings.
Thank you very much in advance for your reply and understanding.
Best regards,
Kristina
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7 months ago
Dear chst,
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.
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7 months ago
Translation
Yes, that may be the case, but then I have to tell you that player protection is CLEARLY not guaranteed here and it must be assumed that this is a tactic from Mr.Bet.
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7 months ago
Thank you for your reply, chst. I understand your frustration, however, as I explained previously, if you lost all your funds, there is not much we could do.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
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