The player struggles to withdraw her winnings due additional verification. Before we received any explanation from the casino's side, the player informed us that the money was successfully paid out so we closed the complaint as "resolved".
Mr Bet Casino - The player struggles to withdraw her winnings.
Amount: €680
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.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Hello, I'm on mr. Bet won €900 with my first deposit. I then wanted to have it paid out to me right away. So I had to go through verification first. When all documents were finally accepted, I had a problem that the payout didn't work. My bank gave me the advice. That I should have the money transferred to my account by bank transfer. After a long back and forth with Mr. Bet Support, I was then able to change the payout method. But then I had to verify myself again. Now my gaming account appears as verified successfully, but support says it needs to be checked by the security department before my withdrawal can be processed. This has all been taking forever and all you can hear from support is: please be patient, we're doing our best.
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1 year ago
Hello scizek80,
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 since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?
Please note that the verification process may take up to 14 days after sending in all the requested documents.
Looking forward to your answer.
Regards,
Nick
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1 year ago
Translation
Hello, I've been trying since February 17th. to have the winnings paid out. I was already successfully verified, but when I wanted to have the money paid out via bank transfer, I had to verify my bank details again. I then sent a photo of my ATM card - it was rejected. The reason was that you cannot see the IBAN and BIC. Then I uploaded both sides of my card - rejected again. It must be my name and IBAN on a photo. So now I've uploaded a screenshot of my bank details from my bank app. And now of course I have to wait again. Although after uploading the verification it says "Status verification completed" again, when you ask when the prize will be paid out, you only get the answer: your verification is not yet complete, still has to be checked by the security department, takes up to 48 hours or more longer because overload, please be patient.......
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1 year ago
Thank you scizek80 for all the information provided. I will now forward your complaint to my colleague Natalia (natalia.b@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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1 year ago
Hi scizek80,
I've just reviewed your case and am sorry to hear about your struggles with the verification process. I will try to help you by contacting the casino. We'll see what can be done when they reply.
Dear Mr Bet Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Could you please tell us if you possess all the documents that are necessary for the verification of the player's account? What is the estimated time when the additional checks will be completed from your side?
I'm looking forward to hearing from you.
Kind regards,
Natalia
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1 year ago
Translation
Thank you for your help, but the problem has been resolved. My winnings have now been paid out.
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1 year ago
Dear scizek80,
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,
Natalia
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