Mr Bet Casino - Os ganhos dos jogadores estão atrasados devido a problemas de verificação.

A week ago I entered the casino in question, where I obtained a profit of more than 6000 Mexican pesos, and up to now for one reason or another I have not been able to claim my winnings... when you complain to customer service they tell you the same thing over and over again, they give you 48 hours to confirm the verification and when that time passes they continue to give you the same excuse, the problem is that this is how they treat you and your withdrawal is simply not reflected in your bank account

Hace una semana ingresé al casino en cuestión,en donde obtuve una ganancia de más de 6000 pesos mexicanos,y hasta el momento por una u otra razón no he podido reclamar mis ganancias... cuando te quejas en atención al cliente te dicen una y otra vez lo mismo,se dan 48 horas para confirmar la verificación y cuando pasa ese tiempo te siguen dando la misma excusa,el asunto es que así te traen y tu retiro nomás no se refleja en tu cuenta bancaria

Dear Chilindrino_02,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To better understand the situation and assist you, could you please provide more details by answering the following questions:

• What specific reasons did customer service provide for the delay in your withdrawal?
• Have you made any successful withdrawals from this casino before?
• Have you passed the full KYC verification?
• Did you accumulate your winnings with or without a bonus?

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

Best regards,

Veronika

Good morning and thank you for taking on this case.

I'll be brief, the casino in question tells me that the verification process has not been carried out.

This is the first time I've requested a withdrawal.

As I said, the excuse is that my documents have not been verified... It is worth noting that I wanted to verify my account before making my first deposit, but the platform itself did not allow it. I was only allowed to verify my email and phone number. It was not until I requested the withdrawal that I was asked to upload documentation.

And finally, I did use the bonuses. However, as specified by the platform, I met the wagering requirements to claim my winnings and continued playing and making deposits. With bonuses, I had smaller winnings than I have now, but as I said, I kept playing and made a couple more deposits until I reached the amount I'm claiming.

The verification process itself is what is delaying the payment of my earnings.

Buen día y gracias por tomar este caso.

Seré breve,el casino en cuestión me dice que no se ha llevado a cabo el proceso de verificación.

Es la primera vez que solicito retiro.

Como le digo,la excusa es que no se han verificado mis documentos...cabe resaltar que quise verificar mi cuenta antes de ingresar mi primer depósito, pero la misma plataforma no me lo permitió, sólo se me dejó verificar mi email y número de teléfono,no fue hasta que solicité el retiro cuando se me pidió subir documentación.

Y por último, sí usé los bonos, sin embargo y según lo marcó la plataforma, cumplí con los requisitos de apuesta para reclamar mis ganancias y seguí jugando y realizando depósitos. Con bonos tuve ganancias menores a las que obtuve ahora,pero como le digo, seguí jugando y realicé un par de depósitos más hasta que llegué a la cifra que estoy reclamando.

En sí el proceso de verificación es lo que está retrasando el pago de mis ganancias

Update on my case:

My Mr Bet account has been successfully verified.

Now I need to know how long I have to wait to receive my withdrawal in my bank account.

Actualización de mi caso:

Mi cuenta en Mr Bet ya ha sido verificada exitosamente.

Ahora falta saber cuánto tengo que esperar para recibir mi retiro en mi cuenta bancaria

I'm glad to hear that your account has finally been verified.

Regarding the withdrawal of your winnings, could you please specify exactly when you submitted your withdrawal request? Generally, we recommend that players allow up to 14 days for their winnings to be processed and appear in their bank account.

Thank you again for your attention and support ☺️

I'm letting you know that my account was successfully verified, however, it was "unverified" because the "relevant" department asked me for a Skrill screenshot showing my full name, email address, and last deposit to their casino...

I requested the withdrawal on March 21st of this year. If you ask me, I will wait the time you indicated, which is too long considering that in other casinos withdrawals are carried out in minutes. Therefore, I would definitely not even enter this casino again, much less bet a single cent.

This situation is becoming very exhausting and I feel scammed and offended, especially because the people in the chat don't even tell me in which section of Skrill the document they're asking for appears... probably because not even they know where I'm going to get that screenshot from.

Now all that's left is for them to also ask me to send them my death certificate 😕

I'll continue waiting then, since I don't plan on giving away my money. If they want to keep my earnings, I'll be happy if they return the deposits that earned me what I'm claiming.

I will be attentive to your response, and thank you again for your attention 😊

Gracias nuevamente por su atención y apoyo ☺️

Le comento,mi cuenta fue verificada con éxito,sin embargo, ésta fue "desverificada" porque el departamento "competente" me pidió una captura de Skrill en donde aparezca mi nombre completo, correo electrónico y el último depósito a su casino...

El retiro lo solicité el día 21 de Marzo de este año,si usted lo pide esperaré el tiempo que me señala,que es demasiado teniendo en cuenta que en otros casinos los retiros se llevan a cabo en minutos,por lo tanto y definitivamente ya no volvería ni siquiera volver a ingresar a este casino,mucho menos a apostar un sólo centavo.

Esta situación se está tornando muy desgastante y me siento estafado y ofendido, especialmente porque las personas del chat ni siquiera me dicen en qué apartado de Skrill aparece el documento que me piden ... seguramente porque ni siquiera ellos saben de dónde voy a sacar esa captura.

Ahora sólo falta que también me soliciten que les envié mi certificado de defunción 😕

Seguiré en espera entonces,ya que no pienso regalar mi dinero,si se quieren quedar con mis ganancias me doy por conforme con que me regresen los depósitos que me hicieron ganar lo que estoy reclamando.

Estaré atento a su respuesta,y nuevamente gracias por su atención 😊

Thank you for your reply. I’m sorry to hear that you have to verify your account again.

Please note that proof of ownership for any payment methods used at the casino—whether for deposits or withdrawals—should include your personal information as well as transaction details. This allows the casino to verify that you are the legitimate owner of the payment method. Additionally, you may be asked to provide a transaction statement showing the source of funds used before depositing into the casino. This ensures that no third-party funds were used.

To clarify your situation:

• Have you contacted Skrill to request a payment confirmation that includes all the details required for verification?
• Have you reached out to the casino’s customer support to ask why your Skrill statement was not approved?
• Has the casino provided any specific guidance on what details the document needs to contain?
• Would it be possible to provide an alternative verification document, such as a video of your Skrill account demonstrating ownership?

Looking forward to your response.

Good day,

With the news that my Mr Bet account appears to be 100 percent verified, and the withdrawal has already been processed, I just need to wait for it to be reflected in my bank account.

I must highlight that Javier, Mr Bet's advisor, was able to tell me in detail how to obtain the missing document, and I can attribute to him that this problem is coming to an end. Well, this will be completely resolved until my money is in my bank account, and for the process to be completed, 5 working days were given (luckily my bank works 7 days a week). I will continue to keep him updated.

Greetings from Mexico 😉👍

Buen día,

Con la novedad de que al parecer ya está verificada mi cuenta de Mr Bet al 100 por ciento,y ya se llevó a cabo el retiro, sólo falta esperar a que se refleje en mi cuenta bancaria.

Debo destacar que Javier,asesor de Mr Bet,supo decirme con detalle cómo obtener el documento faltante y puedo atribuir a él que este problema esté llegando a su fin,bueno,esto estará totalmente resuelto hasta que mi dinero esté en mi cuenta bancaria,y para que el proceso se complete se dieron 5 días laborables (suerte que mi banco trabaja los 7 días de la semana).Le seguiré teniendo al tanto.

Saludos desde México 😉👍

I am glad to hear that. Could you please let me know if you received your winnings or if you are still waiting?

Good morning,

My withdrawal was supposed to be in my bank account yesterday, but it wasn't. When I informed support, they requested a PDF of my account statement from April 4th through yesterday to verify if the transfer had been made.

I've already met all the requirements to collect my withdrawal. I've already sent them several documents, and it seems the casino is now playing me.

I hope this ends soon and I, for one, will never play on that platform again.

Thank you for your time.

Buenos días,

Se suponía que ya debería de tener mi retiro en mi cuenta bancaria desde ayer pero no ha sido así. Cuando les hice saber a soporte me solicitaron un extracto en formato PDF de mi estado de cuenta del 4 de Abril hasta el día de ayer,para verificar si se había realizado la transferencia

Ya he cumplido con todos los requisitos para cobrar mi retiro,ya les he enviado varios documentos y parece que es ahora el casino el que está jugando conmigo.

Ojalá ya termine esto pronto y de mi parte no volvería a jugar en esa plataforma.

Gracias por su atención.

Thank you very much, Chilindrino_02, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Chilindrino_02, I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done once they reply.

Dear Mr Bet Casino, I'd like to invite you to join this conversation and help us resolve the player's complaint. Could you please share more information regarding the case? Please specify the current status of the player's withdrawal request. Was it processed on your side? Can you check the issue with the payment provider?

I'm looking forward to hearing from you. If you have any supporting evidence, please send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Update on my complaint:

Mr.Bet has returned my funds to the platform, claiming now that my withdrawal was not successful, when they had already told me that it had been... Do they perhaps expect me to bet it again until I lose what I won again, or what is the purpose??? Is this the environment of fun and security that Mr.Bet sells??? What's next??? That now my funds disappear even from the platform without there being anything I can do???

It is worth mentioning that I was never notified by email about this movement, I had to log into the platform to find out that they had returned my balance to the account.

Actualización de mi queja:

Mr.Bet ha regresado mis fondos a la plataforma,alegando ahora que mi retiro no fue exitoso, cuando ya me habían dicho que si lo había sido...pretenden acaso que lo vuelva a apostar hasta volver a perder lo que gané o cuál es el propósito???Es este el ambiente de diversión y seguridad que vende Mr.Bet??? Que sigue??? Que ahora mis fondos desaparezcan hasta de la plataforma sin que haya nada que pueda hacer ???

Vale la pena mencionar que jamás me notificaron por email nada sobre ese movimiento,tuve que entrar a la plataforma para enterarme de que habían regresado mi saldo a la cuenta de ésta

Dear Natalia,

I am sad to report that the last withdrawal request was unsuccessful. We investigated the case and received information from the relevant department that the payment was rejected by the issuing bank.

The user can try again or we recommend to use an alternative payment method, however we warn that if the user has not used this payment method before, verification may be requested.

We are sorry for the negative experience, but our goal is to help the user successfully withdraw their winnings. 

If you have any questions, we are always ready to co-operate.

Thank you for your response, Mr Bet Casino.

Dear Chilindrino_02, would you consider using an alternative withdrawal option? What other payment methods are available to you at the cashier?

Good morning.

I could receive my withdrawal via bank transfer or, failing that, via Skrill. The problem with Skrill is that I can't make transfers from the app to my bank. In fact, the reason I downloaded Skrill was because of a similar problem with another casino (Campobet), which also delayed my withdrawal for a long time, and I finally opted for that option. Although it's not the best, it's also an option.

The point is, as you can see, they don't tell me from the start that the SPEI withdrawal isn't possible, and every trick the casino pulls adds to the wait time. The casino already has my bank details and Skrill wallet details. I hope they don't make any more excuses this time.

Buenos días.

Podría recibir mi retiro a través de transferencia bancaria o ya en su defecto a través de Skrill.El problema con Skrill es que no puedo realizar transferencias de la app a mi banco,de hecho la razón por la cual descargué Skrill fue por un problema similar con otro casino ( Campobet )que también me demoró mucho el retiro y finalmente opté por esa opción, aunque no sea la mejor,bueno, también es una opción.

El punto es,como puede usted apreciar,es que no me dicen desde el principio que no se puede realizar el retiro por SPEI y cada "maroma" que hace el casino implica más tiempo de espera. Ya el casino tiene los datos de mi banco y los de mi monedero Skrill, ojalá no sigan poniendo más pretextos esta vez.

Update on my complaint: I just received this email from Mr.Bet. As you can see, they're asking me to verify my account for the THIRD time, and I still haven't received my winnings. How do I proceed? Because that's a FUCKING JOKE! 😡

Actualización de mi queja:Acabo de recibir este email de Mr.Bet. Como puede apreciar,me están pidiendo verificar mi cuenta por TERCERA vez y aún no recibo mis ganancias, cómo puedo proceder ahí??? Porque eso ya es una MALDITA BURLA!!!😡

New update:

I have finally been able to collect my prizes!!!

I really appreciate your attention and support for my complaint...as for Mr.Bet, I thought about unsubscribing from the platform, but I think the fairest thing would be to not play for a while, at least until I forget the bitter experience I went through trying to withdraw my winnings, so my account will remain there until I play with them again😊

Nueva actualización:

Por fin he podido cobrar mis premios!!!

Agradezco mucho su atención y apoyo a mi queja...en cuanto a Mr.Bet, pensé en darme de baja de la plataforma,pero creo que lo más justo sería no jugar en un tiempo,al menos hasta que se me olvide el amargo trago que pasé tratando de retirar mis ganancias, así que ahí seguirá mi cuenta hasta que vuelva a jugar con ellos😊

Dear Chilindrino_02, thank you for sharing these positive updates. I'm glad to hear that you finally received your withdrawals. 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,

Natalia

Casino.Guru