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

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.

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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