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My account was verified. Now I won €5,000 on May 6, 2025, and I'm ready to withdraw it at MRBet Casino. I'm supposed to provide proof of the transaction from my Paysafe account and proof of my IBAN number. I don't understand. They paid me my winnings on March 31 and April 2025, and now all I hear are excuses like this has to be checked first. They say it takes 24 to 48 hours, but I've been waiting since May 6, 2025. Please help. Kind regards, Maik R. I received this email. Complaint to the independent dispute resolution center casino.guru. Please help me.

Ichmein Konto war verifiziert jetzt habe ich am 06.05.2025 5000euro gewonnen und zur Auszahlung gegeben bin bei MRBet. Casino ich sollte ein Nachweis über die über die Transaktion von mein Paysafe Konto und ein Nachweis über meine iban Nummer ich verstehe nicht die haben mir am 31 03. Und am 04 2025 auch mein Gewinn gezahlt und jetzt höre ich nur ausreden von wegen das muss erst geprüft werden die sagen das es 24 bis 48 stunden dauert aber ich warte seit dem 06.05.2025 bitte helfen mit freundlichen Gruß maik R. Diese Mail habe ich bekommen eschwerde beim unabhängigen Streitbeilegungszentrum casino.guru bitte helfen sie mir

Dear maik2003,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear maik2003,

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.

Dear maik2003,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.