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