Mr Bet Casino - Заявката за теглене на играча се забави.

I reported this issue to support 6 days ago and have since tried multiple times to verify my account to initiate a withdrawal, despite my account being successfully verified a while ago. I have made several withdrawals in the past. However, for days I have been receiving rejections repeatedly, even after I resubmitted all the required documents accurately.

According to support, I needed to upload a screenshot from my online banking showing a payment made on October 29th for an amount of 35€. I did this, but according to my bank's data, the amount was only debited the next day, on October 30th. I have a screenshot of this as well.

After each rejection, the chat support staff told me to be patient and assured me that the notification had no meaning. These contradictory pieces of information are not only confusing but also extremely frustrating. How am I supposed to navigate a system as a customer that doesn't provide me with clear answers?

I've been waiting now for 6 days and am receiving no assistance.

ich habe mich bereits vor 6 Tagen bei dem Support gemeldet und seitdem mehrfach versucht, mein Konto zu verifizieren um eine Auszahlung zu tätigen – trotz der Tatsache, dass mein Konto bereits vor längerer Zeit erfolgreich verifiziert wurde. Ich hatte in der Vergangenheit schon einige Auszahlungen.Seit Tagen erhalte ich dennoch immer wieder eine Ablehnung, obwohl ich alle geforderten Dokumente erneut korrekt eingereicht habe.

Laut Support sollte ich einen Screenshot aus meinem online Banking hochladen wo eine Zahlung vom 29.10 über einen Betrag von 35€ getätigt wurde. Dies hatte ich so gemacht. Der Betrag wurde mir aber laut Daten meiner Bank erst einen Tag später d.h am 30.10 belastet. Ich habe aber jeweils einen Screenshot davon.

Nach jeder Ablehnung wurde mir im Chat von deren Mitarbeitern erklärt, ich solle mich gedulden, und dass die Meldung keinerlei Bedeutung hätte. Diese widersprüchlichen Informationen verursachen nicht nur Verwirrung, sondern sind auch äußerst frustrierend. Wie soll ich mich als Kunde an einem System orientieren, das mir keine klaren Antworten liefert?

Ich warte jetzt seid 6 Tagen mittlerweile und erhalte keinerlei Hilfe

Dear kaimann,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Could you please specify if you sent the proof of ownership of your Apple Pay in the correct format as suggested by customer support? Have you double-checked that it includes all necessary details such as your personal information, the exact deposit amount, and the deposit date?

Have all your other documents been successfully verified?

Is this the first time you are trying to withdraw your winnings via Apple Pay?

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

Best regards

Veronika

Hello,

Thank you for the quick response. I'm trying to pay out via a normal bank transfer. The problem is more with the verification.

Yes, I have uploaded all the necessary documents. I keep getting put off with the message "I should wait 48 hours" - I have been doing this for 6 days now. So far, no response. They also want my bank card, which has the IBAN and my name on it. Understandable, but I only have a Mastercard from my bank, which has no IBAN on it.

Hallo,

danke für die schnelle Rückmeldung. Ich versuche über eine ganz normale Bank Überweisung auszuzahlen. Das Problem liegt aber eher bei der Verifizierung.

ja, ich habe alle notwendigen Unterlagen hochgeladen. Ich werde immer wieder vertröstet mit „ich solle 48 Stunden warten" das mache ich mittlerweile seid 6 Tagen. Bislang keine Reaktion. Desweiteren wollen die meine Bank Karte wo die iban inklusive Name drauf steht. Verständlich, aber ich habe von meiner Bank nur eine Mastercard wo keine iban vermerkt ist.

Good morning,

Yesterday I even got a confirmation from my bank with all the important data (IBAN, name, address and so on)

There was no response from the casino other than that I should wait another 48 hours.

Guten Morgen,

ich habe gestern sogar über meine Bank eine Bestätigung eingeholt mit allen wichtigen Daten (IBAN, Name, Adresse und so weiter)

vom Casino kam keine Reaktion außer das ich wieder 48 Stunden warten soll.

Thank you for letting me know. It may take several working days for the department responsible for verification to check your document if it contains all the necessary information. Have there been any updates yet?

Hello,

no nothing. I keep uploading new documents and they get rejected within 5 minutes.

Hallo,

nein nichts. Immer wieder lade ich neue Dokumente hoch und diese werden innerhalb 5 Minuten abgelehnt.

Here, now 10 days

Hier, seid mittlerweile 10 Tagen

Thank you very much, kaimann, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank you. What happens next?

Danke. Wie geht es nun weiter?

Hello,

I asked again. Now this happened.

hallo,

habe jetzt wieder nachgefragt. Nun kam das.

Hello kaimann,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Mr Bet Casino representative to join this conversation and participate in resolving this complaint.

Dear Mr Bet Casino,

Could you state why the player's withdrawal has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

Thank you for your help

Vielen Dank für ihre Hilfe

I just received this message

The problem is that although the requested payment of €35 was made on October 29th, the bank did not debit this amount until the following day, October 30th. Therefore, the €35 is on my bank statement on October 30th and not on October 29th. I have informed the casino of this several times. Via chat and also via email. No response. I have uploaded my complete bank statement from October! No response. I am not being offered any other option (after all, I have several debits on my bank account that I can prove).

Ich habe grade diese Nachricht erhalten

das Problem dabei ist, das zwar die verlangte Zahlung vom 29.10. über 35€ gezahlt wurde, jedoch wurde mir von der Bank aus dieser Betrag erst am folge Tag, den 30.10 belastet. Daher sind die 35€ am 30.10 auf meinem Kontoauszug und nicht am 29.10. dies habe ich mehrfach dem Casino mitgeteilt. Per Chat und auch per Email. Keine Reaktion. Ich habe meinen kompletten Kontoauszug von Oktober hochgeladen! Keine Reaktion. Es wird mir auch keine andere Möglichkeit geboten (ich habe schließlich mehrere Abbuchungen auf dem Bankkonto die ich nachweisen könnte).

Dear Stefan,

The user was previously asked to confirm the payment method Apple Pay, which the user used to make the deposit. Unfortunately, he has not provided us with a document that could meet all the requirements and confirm the deposit made on our website. 

Today the user sent two more screenshots to the support team and unfortunately they can't be accepted either.  We cannot accept these documents because on both 29.10 and 30.10 the user made deposits for the same amount as the one shown on the bank statement, and we cannot be sure that he sent us confirmation of the requested deposit.

We asked the user for a bank statement in PDF format for October so that we could check all the transactions and find the one we requested for confirmation. 

A colleague from support also contacted the user today and requested this document. 

If you have any additional questions, we are always happy to cooperate. 

Hello, I uploaded this today as a PDF like support wanted.

Hallo, diesen habe ich doch heute per pdf hochgeladen wie der Support es wollte.

Here is the progress from today. I did everything as the support wanted.

hier von heute der Verlauf. Ich habe alles so gemacht wie der Support es wollte.

Dear Mr Bet Casino,

Could you update us regarding the bank statement provided by the player?

I'll be awaiting your reply.

Good morning,

I just asked again. Again I was told to wait, even though I submitted everything as requested on November 11, 2024.

Guten Morgen,

ich habe grade erneut gefragt. Wieder werde ich vertröstet mit ich solle warten. Obwohl ich am 11.11.24 alles so eingereicht hatte wie verlangt.

Dear Stefan,

Unfortunately, like last time, the user did not upload the bank statement in PDF format for the whole month of October but only for 30 October. 

As last time, we asked the user to upload a bank statement in PDF format with all transactions for the entire month of October. A colleague from support also notified the user by email today. 

In case of questions, we are always happy to help and ready for co-operation. 

There was no mention of the entire month. But I have just uploaded the entire month in pdf format

Vom gesamten Monat war keine Rede. Aber ich habe gerade den kompletten Monat im pdf Format hochgeladen

However, there was just another message saying that the documents were rejected.

Es kam jedoch gerade wieder eine Meldung das die Dokumente abgelehnt wurden.

Dear Mr Bet Casino,

Could you state what the problem was with the player's provided document?

I'll be awaiting your reply.

Dear kaimann,

Could you please send us a PDF statement for October so that we can verify all deposits via email? Additionally, we kindly ask for a detailed receipt of the requested transaction.

Hello kaimann,

Could you follow the casino's instructions and let me know once you do that?

I'll be awaiting your reply.

I already uploaded the October bank statement to the casino website yesterday!

Den Kontoauszug von Oktober habe ich bereits gestern auf der Casino Seite hochgeladen!

All bookings are listed there. The statement is in PDF format.

Dort sind alle Buchungen aufgelistet. Der Auszug ist im pdf Format.

I asked again today. I could have given myself the answer. I would like some clarification please

Heute nochmal nachgefragt. Die Antwort hätte ich mir selbst geben können. Ich möchte mal so langsam eine Klärung bitte

Today the same thing again.

Heute erneut das selbe.

Dear Mr Bet Casino,

Could you let us know if everything is okay with the bank statement provided by the player?

I'll be awaiting your reply.

I think that everything is done on purpose now. I would advise everyone to stay away from this casino in the future!

Ich denke das das mittlerweile alles extra gemacht wird. Ich rate jedem von diesem Casino in Zukunft ab !

Dear kaimann,

We sincerely apologize for any inconvenience or frustration you may have experienced during the verification process. Please know that we are committed to maintaining the highest standards for security and compliance to ensure a safe and reliable experience for all our users.

We want to assure you that as soon as your document met the required verification standards, it was promptly reviewed and accepted. We are pleased to inform you that your withdrawal request has been successfully processed.

Thank you for your patience and cooperation throughout this process.

Thank you for your help. It finally worked

Vielen Dank für die Hilfe. Es hat endlich geklappt

Hello kaimann,

Could you let me know once you receive the payment?

I'll be awaiting your reply.

It's here. Thank you

Ist da. Vielen Dank

Dear kaimann,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Stefan, Casino.Guru