Mr Bet Casino - A retirada do jogador é adiada e os ganhos são retidos.

Hello. I've been a customer at Mr. Bet for a few years now. I've been a regular customer for the past two years.

I mainly use the Mifinity ewallet as a payment method, especially for my winnings payouts!

Since July of last year, I have been repeatedly confronted with new verification requests even though I use the same payment method.

On March 1, 2025, I requested a withdrawal of €1,500 with mifinity and was asked to upload documents for verification again. However, these were rejected each time, even though all requirements were met.

Furthermore, it should be added that processing takes several days, and contacting customer service is unsatisfactory. On March 17, 2025, my documents were rejected again, and my withdrawal was not processed. I then won a little more. My total winnings now amount to €4,900. I have made several withdrawals using different payment methods. These were already verified in previous months. I have the impression that Mr.bet is intentionally withholding winnings!

I hope you can help me with my problem.

Hallo. Ich bin schon ein paar Jahre Kunde bei Mr bet. In den letzten 2 Jahren bin ich regelmäßig aktiv.

Als Zahlungsmethode nutze ich überwiegend die Mifinity ewallet, insbesondere für meine Gewinnausszahlungen!

Seit Juli letzten Jahres werde ich immer wieder erneut mit eneuten Verifizierungsanforderungen konfrontiert obwohl ich die gleiche Zahlungsmethode nutze.

Am 01.03.25 habe ich eine Auszahlung in Höhe von 1500€ mit mifinity beantragt und sollte wieder Dokumente für die Verifizierung hochladen. Allerdings wurden diese jedes Mal wieder abgelehnt obwohl alle Anforderungen erfüllt wurden.

Desweiteren ist hinzuzufügen das die Bearbeitung über mehere Tage dauert und die Kontaktaufnahme mit dem Kundenservice nicht zufriedenstellend ist. Am 17.03.25 wurden die Dokumente erneut abgelehnt und meine Auszahlung nicht bearbeitet. Ich habe dann noch ein bisschen dazu gewonnen. Mein gesamt Gewinn beträgt nun 4900€. Ich habe mehrere Auszahlungen mit unterschiedlichen Zahlungsmethoden getätigt. Diese wurden bereits in den vorherigen Monaten verifiziert. Ich habe den Eindruck das Mr.bet Gewinnausszahlungen mit Absicht zurückhält!

Ich hoffe das sie mir bei meinem Problem helfen können.

Dear Caroll89,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Mr. Bet Casino.

Please allow me to ask you a few questions, so I can better understand the situation.

• Could you please explain when was the last time your documents verifying your payment method were approved?
• Have you verified the other payment methods as well? When approximately?
• Do I understand correctly the withdrawal requests using alternative payment methods have been pending? Since when?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Hello Thomas, thank you for your support.

I have sent the requested information to the email address you provided.

LG Caroline

Hallo Thomas, vielen Dank für Ihre Unterstützung.

Ich habe die gewünschten Informationen an die von Ihnen angegebene Email gesendet.

LG Caroline

Hello, I would like to inform you that my account was successfully verified today and I have received my winnings payouts!

Hallo ich möchte Sie darüber informieren das mein Account heute erfolgreich verifiziert wurde und ich meine Gewinnausszahlungen erhalten habe!

Dear Caroll89,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Tomas

Casino.Guru