Mr Bet Casino - La retirada del jugador se ha retrasado.

I made a deposit of 7,500 JPY on June 21. Luckily, I managed to win, so I requested a withdrawal of 500,000 JPY on the same day. However, the withdrawal has not been approved yet.

Firstly, after I submitted the withdrawal request, I was asked to provide credit card information as part of the identity verification process. I sent the required photos, but they were rejected.

Then, I continued to communicate with support and submitted the documents as instructed. But a few days later, all I received was a notification of rejection.

On July 5, I was instructed via email to send a screenshot of the payment account for my credit card, which I did.

It's now been over two weeks since then, and I haven’t received any further communication. I sent an email inquiring about the status three days ago but have still not gotten a response.

I kindly request your assistance in processing the withdrawal of my winnings.

私は6月21日に7,500JPYを入金しました。幸運にも勝利することができたので、同じ日に500,000JPYの出金を申請しました。しかし未だに出金が認められておりません。

まず出金申請後に、本人確認書類としてクレジットカードの情報を求められました。私は写真を送りましたが拒否されました。

その後もサポートとやり取りを行い、指示された書類を提出しました。しかし、数日後に拒否の連絡を貰うだけでした。

7月5日のメールで、クレジットカードの支払い口座のスクリーンショットを送るよう指示されたので、送りました。

その後２週間以上経ちますが何も連絡がありません。状況を尋ねるメールを３日前に送りましたが、その返信もありません。

私の勝利金の出金にご協力をお願いします。

Hello komapxpx,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Mr Bet Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Thanks for your reply, Nick.

First of all, I successfully made a withdrawal from Mr.bet Casino about a year ago.

Therefore, approval of personal information, address, etc. has been completed.

Since you made the deposit with a new credit card, a new authorization is required for the credit card used to make the deposit.

This is the only credit card that has not been approved.

I submitted my credit card details on June 21st when I requested a withdrawal, but they were rejected several times.

So I contacted chat support. This was on June 26th.

I was then asked to submit a screenshot of my credit card statement app, which I did, but it was rejected.

Next, I was instructed by email to submit a statement showing a credit card deposit of 7,500 JPY on July 4th.

I also submitted this as an email attachment, but it was rejected.

Finally, on July 5th, I was asked to send a screenshot of the bank account I use to pay the credit card, which I did as an email attachment. I haven't heard anything since.

I have contacted support several times to inquire about the situation, but have received no response other than that the issue is currently under review by the relevant department.

Two weeks passed, so I sent an email on July 19th to inquire about the status of the review, but I did not receive a reply for three days, so I came to ask for your advice.

By the way, after I contacted the support center, I received a reply email. The content remains unchanged and the matter is still "under review by the responsible department."

This is the general process after requesting a withdrawal.

thank you.

Nickさん、返信ありがとう。

まず、Mr.betカジノからは１年ほど前に出金を成功しています。

そのため、個人情報や住所などの承認は終了しています。

今回新しいクレジットカードで入金したため、入金に使用したクレジットカードの承認が新たに必要となりました。

承認が済んでいないのは、このクレジットカードのみです。

出金申請をした6月21日にクレジットカードの情報を提出しましたが、数回拒否されました。

そのため、チャットサポートに問い合わせました。これは6月26日のことです。

そこでクレジットカードの明細アプリのスクリーンショットを送るよう指示されたので提出しましたが、拒否されました。

次は7月4日にクレジットカードの7,500JPYの入金を示す明細書を提出するようメールにて指示されました。

こちらもメール添付で提出しましたが、拒否されました。

最後に、7月5日にクレジットカードの支払いに使用している銀行口座のスクリーンショットを送るよう指示され、メール添付で送りました。その後は連絡がありません。

何度かサポートへ状況を問い合わせましたが「担当部門の審査中」以外の回答は得られませんでした。

２週間が経過したので、7月19日に審査状況確認のメールを送りましたが3日間返信がなかったため、こちらへ相談に来た次第です。

ちなみに、こちらへ相談したあと、サポートセンターより返信のメールがありました。内容は変わらず「担当部門の審査中」のままです。

以上が出金申請後の大まかな流れとなります。

よろしくお願いします。

Hello Nick-san.

I just received an email stating that the verification was completed.

At almost the same time, the withdrawal that had been put on hold was approved and I confirmed that the money had been received.

Therefore, this claim has been resolved.

Thank you for your assistance this time.

こんにちは、Nickさん。

先ほどメールで認証が完了したという連絡が届きました。

それとほぼ同時に保留となっていた出金も認められ、着金したことを確認しました。

そのため、こちらのクレームは解決いたしました。

この度はご対応頂きありがとうございました。

Dear komapxpx,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Casino.Guru