Mr Bet Casino - The player's unable to withdraw his balance.

Good morning, I'm trying to withdraw from mr bet for at least 2 weeks and they claim that the Bank's documentation is not correct.

I have already sent extract, print, pix proof and so far they only return that it is not possible to make the payment.

Hello Tengoku,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Mr Bet Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if all the other documents were already approved? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Did the casino specify why was the document rejected and how to upload it correctly?

Looking forward to your answer.

Regards,

Nick

Good afternoon Nick,

The other documents were approved, only the Bank's document that is never approved is mr bet not specific, the reason only says that it was not possible or not approved.

I spoke for the last time 2022-06-29 15:57:39 it's after I attached the file was refused again and after that I didn't attach it anymore because I don't know what more documents I have to attach.

My gain was with real money and there is one more to not lower the balance, I made more pix that were not once or twice.

I await solution thank you

Thank you Tengoku for all the information. I will now forward your complaint to my colleague Natalia who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi Tengoku,

I've just reviewed your case and fully understand your concerns about rejected documents from the bank. I'll try my best to help you with this issue by contacting the casino.

I'd like to invite a representative from Mr Bet Casino to join this conversation and participate in the resolution of the complaint. Could you please share more information regarding the case? Are there any specific reasons for you to not approve the bank statement from the player?

Regards,

Natalia

Dear All,

We want to bring to your attention that the Rengoku's account was completely verified. There's no need to send more documents for verification. 

Unfortunately there is no active balance available for withdrawal in a moment. During withdrawal process Rengoku continued playing and lowered his balance so his withdrawal request failed. 

If you require any additional information please let us know. 

Bestr regards,

Mr.Bet Casino team

Dear Mr.Bet Casino team, thank you very much for the reply. If it's possible, can you please send the player's game history to my email address natalia.b@casino.guru so we can check it?

Dear Natalia, 

We need more time to provide you with this information. On Monday our apropriate department will colect the data from internal logs and we'll send it to you with detailed explenation. 

Thank you for patiance in advance!

Best regards, 

Mr.Bet Casino team 

Dear Mr.Bet Casino team, thank you very much for letting me know! I will set the timer for 7 more days, hope to hear from you soon.

Regards,

Natalia

Dear Natalia,

By re-checking the client's betting history, an error was discovered. The user's balance was initially written off according to clause 7.9, since the system considered that the user's winnings were from a free bonus with a maximum withdrawal amount.

We returned the user his balance and asked him to create a new withdrawal request. Now the user has 6,766.50 BRL on his balance. We are waiting for a withdrawal request from the user in order to process it.

Please clarify in order to resolve the issue do we still need to provide you with a player balance change history?

Best regards,

Mr.Bet Casino team

Good afternoon everyone,

I made a withdrawal request again in the amount of 5,000 I will be waiting for the withdrawal to be carried out and we will resolve this as soon as possible.

Thank you so far.

Dear Mr.Bet Casino team, thank you very much for the provided information!

Dear Tengoku, thanks for keeping me updated. I hope that your withdrawal is already on the way to you and you will receive it very soon. I'll set the timer for 7 days, please be patient since there might be always a chance for a delay. I'll kindly ask you to inform me if you get the money within the set time frame or not.

Best regards,

Natalia

Good Morning,

The balance that I requested to withdraw returned to the app.

It won't go into my account that way. Bank details have been entered correctly.

And in the app there is no message that the value returned to the app account

Thanks

Good Morning,

I come by this to say that the amount of the requested withdrawal was paid.

Thank you for your effort to solve the problem.

Yours sincerely

Hi Tengoku,

That's really good news to hear that you finally received your money. I'm glad that your issue got resolved so I will close the complaint with a "resolved" status.

Thank you very much for using our complaints resolution center! I wish you never run into such troubles in any online casino again, but in case of any problem don't hesitate to immediately contact us. We are always here to help you!

Best regards,

Natalia