Mr Bet Casino - O jogador afirma que o seu pagamento foi atrasado.

Good afternoon. I would like to register a formal complaint against Mr. Bet casino regarding a withdrawal request for 3,000.00 EUR, made via the Neteller method on May 11th.

The total value of my winnings was €4,000, and the casino split the amount into two payment orders in the system (one for €3,000 with the status "In process" and another for €1,000 with the status "Pending"), complying with rule 3.6.2 of the platform's Terms and Conditions, as confirmed to me by an official email sent by Manager Faye.

The contractual deadline of 5 working days for the settlement of the first tranche of €3,000 ended today, May 18th. My account is fully verified (KYC approved) and I have already made two previous successful withdrawals on this site via the same payment circuit.

This morning, I contacted support via chat and the assistant Dayane informed me that the money had already been released by the casino and was with the payment provider (Paygate). However, my Neteller e-wallet shows no record or pending transaction for this amount. Later, in the same chat, the Angel assistant confirmed the data and expressly suggested that I register this complaint with Casino.guru to resolve the dispute.

Since the deadline has expired and the money was debited from my play balance without entering my destination account, I demand that Mr. Bet management contact the Paygate provider to release the funds immediately or that I be provided with the official Neteller Transaction ID so that I can trace my €3,000.

I attach to this complaint the screenshot of the chat conversation where the assistant takes over the data and directs the opening of this complaint.

oa tarde. Venho por este meio registar uma reclamação formal contra o casino Mr. Bet relativamente a um pedido de levantamento no valor de 3.000,00 EUR, realizado através do método Neteller no passado dia 11 de maio.

O valor total dos meus ganhos era de 4.000€, tendo o casino dividido o montante em duas ordens de pagamento no sistema (uma de 3.000€ com o estado "Em processo" e outra de 1.000€ com o estado "Pendente"), cumprindo a regra 3.6.2 dos Termos e Condições da plataforma, conforme me foi confirmado por e-mail oficial enviado pela Gerente Faye.

O prazo contratual estipulado de 5 dias úteis para a liquidação da primeira tranche de 3.000€ terminou hoje, dia 18 de maio. A minha conta encontra-se totalmente verificada (KYC aprovado) e já realizei dois levantamentos anteriores com sucesso neste site através do mesmo circuito de pagamento.

Hoje de manhã, entrei em contacto com o suporte via chat e a assistente Dayane informou-me que o dinheiro já tinha sido libertado pelo casino e se encontrava com o provedor de pagamentos (Paygate). Contudo, a minha carteira eletrónica Neteller não apresenta qualquer registo ou transação pendente deste valor. Mais tarde, no mesmo chat, o assistente Angel confirmou os dados e sugeriu expressamente que eu registasse esta reclamação junto do Casino.guru para a resolução da disputa.

Uma vez que o prazo expirou e o dinheiro foi debitado do meu saldo de jogo sem entrar na minha conta de destino, exijo que a gerência do Mr. Bet contacte o provedor Paygate para libertar os fundos de imediato ou que me seja fornecido o ID de Transação oficial da Neteller para que eu possa rastrear os meus 3.000€.

Anexo a esta queixa a captura de ecrã da conversa de chat onde o assistente assume os dados e orienta a abertura desta reclamação.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear JessicaCosta98,

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

first they say they are being sued by the bank and then that there is no ID and the matter remains unresolved

primeiro dizem que está sendo processado pelo banco e depois que não há ID o assunto continua por resolver

Dear JessicaCosta98,

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.

The withdrawal was not received.

only the amount of 500 euros has been paid.

the withdrawal of 1,000 and the other of 3,000 remain unpaid

O levantamento não foi recebido .

tinha 3 apenas o valor de 500 euros foi pago .

o levantamento de mil e o outro de 3 mil continua por pagar

The 500 refund was immediate. It went from pending to successful and I received it instantly. The rest say I have to wait. Sometimes they say 3 working days, sometimes they say 5 working days and they've even told me that as it was via neteller it would be within 24 hours.

the payment of 1,000 euros was processed on May 20, but it had already been pending since May 6.

I've also been told that the payment of 3,000 euros is scheduled because the maximum amount per month is 5,000 euros, but this month I haven't exceeded that limit yet.

the wait for the money is getting tiresome. I demand that it be credited to my Neteller account immediately.

o de 500 foi imediato . Passou de pendente para sucesso e recebi instaneamente . Os restantes dizem qu tenho que esperar . Umas vezes dizem 3 dias úteis outras falam em 5 dias úteis e também já me chegaram a dizer que como foi via neteller seria em 24h

o pagamento de mil euros passou a em processo no dia 20/05 porém ja se encontrava pendente desde do dia 6/05

também me dizem que o de 3 mil está agendado devido ao valor máximo por mês ser 5 mil porém este mês ainda não ultrapassei esse limite .

a espera pelo dinheiro começa a ser cansativa . Pois exigo que me seja crédito na conta Neteller imediatamente

Dear JessicaCosta98, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@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.

Karla

Good morning, about the questions:

Yes, you have made successful withdrawals before. Even because the value of the prize was 4500 and they only paid me 500. The provider always failed and told me to make new withdrawals.

it passed the check.

I played a slot and the prize was in bonus balance and I met the requirements until it went to real balance. The problem with the 4 withdrawals continues and the money has not been credited to my Neteller account (used for previous withdrawals).

Bom dia , quanto as questões :

sim já fez levantamentos com sucesso antes . Até porque o valor do prémio era de 4500 e só me pagaram 500. Dando sempre falha no provedor e mandando me fazer novos levantamentos .

passou na verificação .

joguei numa slot e o premio estava em saldo bónus e cumpri os requisitos até ele passar para saldo real . O problema do levantamento dos 4 continua e o dinheiro não foi creditado na minha conta Neteller ( utilizada em levantamentos anteriores )

Dear JessicaCosta98,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Samuel, (samuel.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Dear JessicaCosta98,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Mr Bet Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Mr Bet Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in processing the withdrawal.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Good afternoon , the problem continues and they always make me make a new withdrawal request again going through all the waiting times ... after being processed days pass and they say the error was the fault of the provider . However, for the 4,000 euros there was an error but the 500 were credited in the middle of this process using the same Neteller method, Neteller being immediate ....

to date the money has not been credited to me

Boa tarde , o problema continua e sempre me fazem fazer novo pedido de levantamento passando novamente por todos os tempos de espera … após ser posto em processamento passam os dias e dizem que o erro foi da falha do provedor . Porém para os 4 mil euros houve erro mas os 500 foram créditos no meio deste processo no mesmo método neteller sendo que Neteller é imediato ….

até à data de hoje o dinheiro não me foi creditado

Dear Samuel,

Please be advised that withdrawals to Neteller are currently unavailable due to technical issues that are beyond our control.

We kindly request that the customer submit their withdrawal request using an alternative payment method. The customer has already been notified of this situation by our Support Team.

Kind regards,

Mr Bet Team

Hello everyone,

thank you both for the updates and the additional information provided.

Dear Mr Bet Casino,

thank you for clarifying that the issue is currently related to technical problems affecting Neteller withdrawals and that the player has been advised to use an alternative withdrawal method.

Dear JessicaCosta98,

thank you as well for keeping us informed. Could you please let me know what the current situation is? Have you already tried submitting the withdrawal through an alternative payment method as suggested by the casino, and if so, was it processed successfully? Or does the issue still persist?

Any update from your side will help me better assess how we should proceed with the complaint.

Thank you both for your cooperation.

Good morning, I have already placed 3 orders (500+3000+500) via bank transfer. Only one order was paid (500) instantly. I checked that as I was refreshing the casino page.

the remaining amounts have not yet been paid, they just tell me that the payment is scheduled for 11/06, but this answer has already been given to me and the reality is that I'm still waiting for my money .

the problem still hasn't been solved !

Bom dia , já solicitei 3 pedidos (500+3000+500) via transferência bancária . Apenas um pedido foi pago ( valor 500) instantaneamente. Pois verifiquei isso visto que estava a actualizar a página do casino.

os restantes valores ainda não foram pagos , apenas me dizem que o pagamento está agendado para dia 11/06, porém esta resposta já me foi dada anteriormente e a realidade é que ainda continuo à espera do meu dinheiro .

o problema ainda não se encontra resolvido !

Hello everyone,

thank you for the update.

Dear JessicaCosta98,

thank you for letting me know about the current situation. I understand that only the €500 withdrawal was processed successfully, while the other requests are still pending.

At this stage, since the alternative payment method does appear to be working at least partially, I would recommend proceeding a bit more cautiously. To minimize the risk of any additional technical issues or processing errors, it may be better to submit a single withdrawal request of €500 per day rather than several requests at once.

I know this is not an ideal solution, especially considering the amount of time you have already been waiting, but for the moment I would suggest giving the casino a little more time to process the remaining payments through the alternative method.

Please continue to keep me updated regarding any withdrawals that are successfully processed or if you encounter any further problems. I will continue to monitor the situation closely.

Good afternoon . Of the total amount to take so much (4500) only 500 was paid to me via bank transfer on 3/06 .

the payment that they said was scheduled for yesterday 11/06 did not happen and the two withdrawal requests (3 thousand and 500 euros) are still pending .

i have contacted support and the answer they give me is always the same that it has been passed on to the department responsible but the situation remains the same and i have lost my money .

i demand that payment be made immediately by bank transfer as requested by the casino .

the problem has not been resolved

Boa tarde . Do valor total para leva tanto (4500) apenas me foi pago via transferência bancária 500 no dia 3/06 .

o pagamento que eles falaram que estava agendado para ontem 11/06 não aconteceu e os dois pedidos de levantamento (3 mil e 500 euros ) continuam pendentes .

contactei o suporte e a resposta que me dão é sempre a mesma que passou para o departamento responsável porém a situação continua na mesma e eu sem o meu dinheiro .

exijo que o pagamento seja feito imediatamente por transferência bancária como solicitado no casino .

o problema não se encontra resolvido

So what do you advise? Cancel the order for 3,000 and make several for 500 ? What's the fastest way to get MY money?

Aconselham a então o que ? Cancelar o pedido de 3 mil e fazer vários de 500 ? Qual a maneira mais rápida de conseguir ter o MEU dinheiro ?

Hello everyone,

thank you for the updates.

Dear JessicaCosta98,

thank you for the additional information. I understand why you are asking this, especially since you have only received one payment so far and the remaining withdrawals are still pending.

At the moment, I would prefer not to advise you to cancel any of the existing withdrawal requests until we have a clearer picture of what the best approach is.

Dear Casino,

could you please advise both the player and me on what would currently be the most efficient way to proceed? In particular, would you recommend leaving the existing withdrawal requests in place, or would it be better for the player to cancel the larger request and submit smaller €500 withdrawals instead?

Your guidance on the best way to avoid further delays would be greatly appreciated.

Thank you both for your cooperation.

Dear Samuel,

We would like to inform you that the €3,000 payment was processed on our side today and is currently awaiting processing by the payment provider.

Kind regards,

Mr Bet Team

Hello everyone,

thank you for the update.

Dear Mr Bet Casino,

thank you for the clarification. I appreciate the information that the €3,000 withdrawal has now been processed on your side and is currently awaiting processing by the payment provider.

Dear JessicaCosta98,

please keep us informed once the funds arrive in your account. I will keep the complaint open until we can confirm that the withdrawal has been successfully completed.

I still haven't received the payment. And they had told me that the payment method was mbwayH2H

I still haven’t received the 3,000, and the remaining amounts are still pending. I demand that the transfers be made immediately, and I also demand proof that the funds were sent to the provider. I would like the transaction number so I can track it.

ainda não recebi o pagamento . E tinham me informado que o método era o mbwayH2H

continuou sem receber os 3 mil e os restantes valores continuam pentendes . Eu exijo que as transferências sejam feitas de modo imediato e exijo também o comprovativo como o valor saiu para o provedor . desejo o nr da transação para poder acompanhar .

The account has already been verified, and I've been asked to confirm the IBAN. However, it changed to "in progress" status at 7:50 a.m. on Monday, and I still haven't received

the issue has not been resolved

A conta já foi verificada , já me pediram para confirmar o IBAN . Porém passou para o estado em processo as 7h50 da manhã de segunda feira e até agora ainda não recebi

o problema não se encontra resolvido

Hello everyone,

thank you for the update.

Dear JessicaCosta98,

I understand your concerns. However, if the withdrawal has already been processed by the casino and is currently being handled by the payment provider, I would kindly ask for a little more patience.

If I understand correctly, this is a bank transfer, and such payments can sometimes take a few business days to arrive.

Please keep us updated once you receive the funds, or let us know if there is no progress after a few more days.

Good afternoon. The amount of 3,000 has already been credited to the account. Only the amount of 550 euros remains pending

The matter has not yet been fully resolved.

Boa tarde , o valor de 3 mil já foi creditado na conta . Apenas o valor de 550 euros continua no estado pendente

o caso ainda não se encontra totalmente resolvido .

Hello everyone,

thank you for the update.

Dear JessicaCosta98,

thank you for confirming the receipt of the €3,000. Regarding the remaining €550, this is most likely still within the normal processing timeframe for pending withdrawals, especially if the payments are being processed in batches or via bank transfer.

Please allow a few more business days for the remaining amount to be processed and credited. Kindly let me know once you receive the outstanding balance, or if there are any further delays.

I will keep the complaint open for now and await your update.

Good morning. I was told that the processing would be scheduled for June 30; I’m waiting for it.

The matter has not yet been fully resolved.

Bom dia , disseram me que estaria agendado o processamento para o dia 30/06 estou a aguardar.

O caso ainda não se encontra totalmente resolvido

Hello everyone,

Dear JessicaCosta98,

thank you for for the update and info. Please let me know once the €550 arrives.

I will keep the complaint open.

Good morning. The €550 payment that was supposed to be scheduled for June 30 is still pending and has not yet been credited to the account.

Once again, the scheduled payment you mentioned was incorrect.

The issue has not been resolved.

bom dia , o valor dos 550€ que disseram que estava agendado para dia 30/06 ainda continua pendente e ainda não foi creditado na conta .

mais uma vez o tal agendamento que falaram não estava correto .

o problema não se encontra resolvido

Hello everyone,

Dear JessicaCosta98,

thank you for keeping me informed. Since this payment is being made via bank transfer, I would recommend allowing it a little more time, as such transfers can sometimes take longer than expected to arrive, depending on the banks involved.

Hopefully, the €550 will reach your account later today or within the next few days. Please keep me updated as soon as you receive it, or if there are no changes.

They haven't been deposited yet, and I'd appreciate it if they could be deposited today because it's Friday!

This has been dragging on for far too long.

I demand that it be resolved today.

ainda não foram depositados e agradecia que fossem depositados ainda hoje porque é sexta feira !

o caso já se está a arrastar imenso .

exigo que seja resolvido hoje

Hello everyone,

thank you for the updates.

Dear Mr Bet Casino,

could you please provide us with an update regarding the remaining €550 withdrawal?

The player has already confirmed receipt of the €3,000 payment, however the outstanding €550 has still not arrived. Could you please confirm the current status of this payment and let us know whether it has already been processed by your payment provider? If available, I would also appreciate any additional details that may help clarify the delay.

Dear JessicaCosta98,

thank you for keeping me informed. I will now wait for the casino's update regarding the status of the remaining payment. Hopefully, we will be able to clarify the situation shortly.

Thank you both for your cooperation.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear JessicaCosta98,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Samuel