Mr Bet Casino - Играчът твърди, че плащането към него е забавено.

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Dear Dardogg,

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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Hi Karla,

This complaint is primarily regarding MR.BET's unwillingness to accept my documents for verification. Its been really overwhelming because these are the same documents that I have accessed and used for verification at other casinos. Not these exact ones of course, but I mean. The same documents that have been requested and then approved by several other casinos. When I spoke to my bank, they advised me that there is absolutely no other form of document that they can provide to show details of the transaction. This was the most detailed one they can provide, and the information on it cannot be changed or altered just to appease a casinos specific request. (Example: full name or bank logo) the document coincides with the bank statement which clearly shows all of the data they have requested and that the payment was made through the same numbered checking account. 

Regarding the withdrawal. They won’t process the withdrawal because they won’t verify my account. Initially I requested a withdrawal of $4500 on Jan 26th. That withdrawal sat for 10days. I only canceled that withdrawal and had to make another because the casino added a bonus to my account. And even though I played through the entire bonus amount, down to the last penny. Mr.BET charged me $280+ to release it from my account. For that reason I canceled that withdrawal to pay their ridiculous bonus fee, and then proceeded to to request this new withdrawal.

Dear Dardogg,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Last email continued

Dear Dardogg,

Thank you for your detailed explanation and for the documents you have provided so far. I understand that this situation has been very frustrating for you. In order for me to fully assess the case and move forward effectively, I would kindly like to clarify a few additional points that have not yet been fully addressed:

1. Have you ever made any successful withdrawals from Mr Bet Casino in the past? If yes, please specify approximately when and via which method.
2. Could you please clearly confirm whether your current winnings of C$4,200 were accumulated with or without an active bonus at the time of play? If a bonus was involved, please specify which one and whether all wagering requirements were fully completed before requesting the withdrawal.
3. Can you confirm whether your winnings were generated from casino games or from sports betting?
4. Aside from the 2022 deposit currently being disputed, has the casino raised any additional concerns regarding other deposits, payment methods, or discrepancies on your account?

Once we have these clarifications, I will be able to evaluate the situation more precisely and determine the appropriate next steps.

Thank you very much in advance for your cooperation.

Karla

Dear Dardogg,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Karla
Casino.Guru