Mundoapostas Casino - Player’s withdrawal is constantly being delayed.

The casino in question is Bet9 (Website: https://11bet9.com/), managed by Media Entertainment N.V. Casinos.

This mentioned Online Casino continuously postpones a withdrawal request of BRL 1,000.00, as shown by Screenshots in

the attached files, where one can see the various polite excuses given by the live chat agents (in Portuguese PTBR). The excuses are always of technical error and high demand of withdrawals,

The screenshots show that I requested the withdrawal on 22/05/2024, and on 24/05/2024 I started questioning the non-processing of the withdrawal. They initially said that

the withdrawal would be processed by the end of that day, however, they did not execute the withdrawal, and they stated that it would be executed by the next business day (27-05-2024),

But then, they cancelled the withdrawal claiming technical issues in the payment system, and they suggested me to request the withdrawal again, promising to process it on the same day,

Nonetheless, they failed to keep their word, and they said that on the next business day (28-05-2024) it would be done, again they did not follow through, claimed high demand in withdrawals, and said that at the latest,

by the next business day they would process my withdrawal (29-05-2024) again they did not follow through, and once again promised it would be processed within 24 hours.

I sent an email to Bet9's support (suporte@bet9.com), and I received no reply. I requested to speak with the supervisor, but they did not attend to me. The fact is that until now, I have not received my withdrawal.

I sent an email to the support of Media Entertainment N.V. Casinos (support@drivecasino.com), I again received no reply.

Note: The screenshots of live chat conversations with Bet9 are in chronological order, numbered and labeled for a better understanding of the situation.

Dear miguelz226,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Petronela

I want to inform you that I received the amount owed by the casino today.

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, miguelz226, for your confirmation, and please don’t 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,

Petronela

Casino.Guru