Mr Bet Casino - El jugador afirma que el pago se ha retrasado.

Hello, I've been trying to withdraw funds from my Mr. Bet casino account for over a month now. I contacted them and informed them that my account was compromised. They gave me the steps to follow, which I did: I changed my email address, changed my password, and logged out on all devices. However, my withdrawals are still being rejected. The casino tells me they were canceled by me, but I told them I didn't cancel them. When my withdrawal requests appear as canceled, they show as cryptocurrency withdrawals, and I don't have a Bitcoin account. All I'm asking is that the casino expedite the withdrawal process so this doesn't continue, but they refuse. I've waited over 48 hours for my withdrawal to be processed, and then suddenly they're rejected. I've had over 50 withdrawals rejected, and I've only rejected the Bitcoin withdrawals because I didn't request them.

I hope you can help me with my complaint.

Hola llevo ya más de un mes tratando de hacer retiros de mis fondos del casino mr.bet me e contactado con ellos y le echo saber que mi cuenta fue vulnerable a lo cual me indican los pasos a seguir a los cuales yo hago caso y cambio correo electrónico cambio de contraseña y cierro sesiones en todos los dispositivos pero aun sigo experimentado el rechazo de mis retiros a los cuales el casino me indica que han sido cancelados por mi persona a lo cual les indico que yo no e realizado dicha cancelación al momento de aparecer canceladas mis solicitudes de retiro aparecen retiros en criptomonedas lo cual yo no tengo cuenta en bitcoin, lo único que yo les pido al casino que si pueden acelerar el retiro para que estas practicas no sigan sucediendo pero el casino se niega a acelerar el proceso, e llegado a estar más de 48 horas esperando que se realice mi retiro y después de la nada aparecen rechazado ya llevo más de 50 retiros rechazado y yo solo e rechazado los retiros que aparecen en bitcoin porque esos no los e solicitado yo .

Espero y me puedan ayudar con mi queja

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 Hectorf,

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

Dear Hectorf,

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.

Hello, I've already received a portion of my earnings, but there are still 900,000 CLP pending. They've asked me for document verification again, and it's been four days now. I have no choice but to wait; it's been almost a month and a half waiting for my earnings to be deposited.

Hola , ya me depositaron una parte de mis ganancias pero aun quedan 900.000 mil clp que están pendientes y nuevamente me pidieron verificación de documentos la ya lleva 4 días esperando a que sean vereficados , no me queda nada mas que esperar ya voy para un mes y medio esperando para que me depositen mis ganancias

Dear Hectorf, 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

Dear Hectorf,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Karla
Casino.Guru