Mr Bet Casino - Гравець досі не отримав свій виграш

Dear Casino Guru Team,

I am reaching out to report a frustrating experience I am having with Mr.Bet. Despite fully verifying my account using their AI verification system and submitting my updated bank statement with my new address, Mr.Bet continues to delay the process and withhold my funds.

Each time I contact them, I receive the same repetitive response stating that the verification will take up to 28 days due to a mismatch between my old and new addresses. This has led to an unreasonable delay in releasing my funds, which I believe is an abusive tactic to hold onto my money. Their email responses are vague and repetitive, as is the customer service team's request for patience, despite this delay being far beyond what is acceptable.

I kindly ask for your help in escalating this issue to ensure a fair resolution and that Mr.Bet releases my funds without further delay.

Thank you for your assistance.

Dear petitgamer,

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

The account has been verified the problem is that as i requested to update my address they said that this will take up to 28 days witch is abusive and disrespectful to players.

this long takes to withdrawal my funds.

i have a pdf with all emails and chat history but this platform did not allow me to submit. if you provide me one email i can send you the pdf with all records .

Dear petitgamer,

Have you received your withdrawal from the casino yet?

No.

This is the last email i have received today after i notify them by email that i have escalated this on the live chat.

Its like a robotic reponse.

Today, I received yet another email from them, where they continue to harass me with misleading and repetitive questions.

Despite submitting all the required documents and requesting the release of my funds, they have persistently delayed addressing my requests. I have now sent them another email asking to release my funds and permanently close my account, but this situation has gone on far too long, and I feel harassed and mistreated by their ongoing conduct.

Please refer to the attached screenshot of their most recent email as evidence of this continuing issue.

I appreciate your assistance in resolving this matter.

Dear Casino.Guru Team,

I want to provide a detailed update on my ongoing dispute with Mr.Bet casino, including the full conversation I had with their customer service today.

My Initial Complaint:

I expressed frustration with the ongoing delay in resolving my address change and releasing my funds, despite having submitted the required documents on August 11. I stated:

"I do not appreciate the way this situation is being handled. This is already an ongoing dispute at Casino.Guru, and I am preparing to escalate it further to Curacao eGaming. It is not my problem that your systems are facing a high volume of requests when, in the first place, you are handling disputes on websites like AskGamblers.com with a maximum delay of 5 days. I find the delay with my case unreasonable and unacceptable. I expect this matter to be resolved without further excuses. Please expedite the process and confirm once my funds have been released."

Mr.Bet's Response:

They responded with the following:

"We are currently facing a high volume of requests on our systems, which may cause longer than usual processing times for your withdrawal requests, account verifications, or task responses. We will contact you via email as soon as we have more information. We appreciate your patience and understanding during this time."

My Follow-up:

I replied to their message, stating:

"Thank you for your response, but I find it difficult to accept your explanation. I have attached a screenshot showing that similar disputes are being resolved much more quickly, despite your claim that my case is being handled as fast as possible. My situation is no different from those disputes, yet I am facing an unreasonable delay. Please explain the discrepancy between how these cases are being resolved so expeditiously, while mine continues to face delays."

Mr.Bet's Response:

Their reply was as follows:

"I can only advise you regarding your account. At the moment, I have no other answer for you. Your case is under consideration, and we are trying to do everything as quickly as possible so as not to make our users wait for a long time. We will notify you as soon as there are any changes, decisions, or answers regarding your case. Please be patient. For now, we have no other answers for you and will not have them right now."

My Final Response:

I reiterated my concerns:

"Thank you for your response, but unfortunately, it does not provide any meaningful update or justification for the continued delay in resolving my case. Being repeatedly asked to "be patient" without a concrete timeline is not an acceptable solution. This ongoing delay only worsens the situation and reflects poorly on your company’s reputation. I see similar cases being resolved much faster, and the longer this drags on, the more damage it does to your standing with customers. Please escalate this matter to a higher authority within your company who can provide more detailed answers and expedite the resolution of my case."

At this point, Mr.Bet has failed to provide any concrete solutions or timelines, and the delay continues to feel unreasonable. Any assistance you can offer to resolve this matter would be greatly appreciated.

Thank you petitgamer for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello petitgamer ,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to see if I can help.

We would like to invite Mr Bet Casino to join the conversation.

Dear Mr. Bet Casino,

I acknowledge that it may not always be feasible to address all player requests within the usual timeframe. However, the player's request remains unresolved despite the considerable time that has passed. I must express my understanding to the player that this situation appears to suggest a deliberate delay in processing their verification and subsequent withdrawal. The player has indicated that they submitted all necessary documents to update their address, so I would appreciate your clarification on why this has not yet been completed.

Dear Michal,

The user requested to update their information because the address provided during registration has changed. To change the address, the user needs to undergo the GDPR procedure, which has official processing timeframes of up to 28 days. We always recommend updating personal information separately from any active verification or withdrawal processes, as the GDPR procedure can complicate verification. Currently, the user has provided the new address, and the request is being processed by the responsible department. Once the request is processed, the user will be contacted to verify the new address.

Hi Casino.Guru Team,

I wanted to update you on the situation with Mr.Bet. The address has finally been changed in their system, and I have also received my funds.

I have since emailed their customer service team, requesting that my account be closed due to the poor experience I had with the delays. I’m relieved this matter is resolved but felt it necessary to share the full outcome with you.

Thank you for your support throughout this process.

Best regards

Thank you for your response and clarification, Mr. Bet Casino Team.

Dear petitgamer,

I am glad that your address change has been successfully completed and that you have received your withdrawal. The decision to close your casino account rests entirely with you. According to the casino team's explanation, the minor delay you experienced was attributed to the GDPR procedures, which can officially take up to 28 days to process. If I recall correctly, everything was completed within this timeframe. While I understand your preference for a more expedited handling of your request, it is not always feasible. I believe you will agree with me that the most important aspect is that you have received your withdrawal. We are pleased that we were able to help you.

Is there anything else I can assist you with, or may I proceed to close your complaint as resolved?

Yes . Case Closed.

Dear petitgamer,

Thank you for the confirmation.

With the complainant's confirmation, we consider this issue successfully addressed/resolved. We will now mark it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: Rate Casino Guru (trustpilot.com) Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues. 

Thank you in advance for your time. 

Best regards,

Michal

Casino Guru