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

Hello

I applied for a withdrawal of €3000 on the 6th. As in the past, they are requesting all verification documents again, and as before, they are requiring proof of account and proof of card ownership to verify my payment method, which is an Aircash Mastercard Debit.

There is no account associated with this card, no IBAN, no BIC. I contacted the provider, as I did previously, and asked them to send me proof of the transaction for the deposit in question, since my name would be on it.

Then I wanted to upload the documents I already have to the mrbetapp, i.e. all the required ones except for the Aircash proof, but the first and second documents were rejected and after that I couldn't upload anything else.

I then sent all available documents first to the regular support address and then to the global support address. Both were returned as undeliverable.

Then I went into the chat and they told me to try again in the app. Suddenly everything was normal again, at least visually. The first upload was immediately rejected again, and after that nothing worked anymore.

Hallo

Ich habe am 06. Die Ausahlung von 3000.- Euro beantragt. Wie in der Vergangenheit schon einmal, verlangt man sämtliche Verifikationsunterlagen erneut und wie auch damals verlangt man zur Verifikation meines Einzahlungsmittels, welches eine Aircash Mastercard Debit ist, Kontonachweis und Inhabernachweis.

Es gibt kein Konto bei dieser Karte, keine IBAN keine BIC. Ich habe den Anbieter, wie damals auch, kontaktiert und gebeten mit einen Transaktionsnachweis für die betreffende Einzahlung zuzusenden, da sich auf dieser dann auch mein Name befindet.

Dann wollte ich in der mrbetapp die Dokumente hochladen die ich bereits habe,,also alle erforderlichen bis auf den aircashnachweis, dann wurde das erste und zweite Dokument abgelehnt und danach konnte ich nichts mehr hochladen.

Anschließend habe ich alle vorhanden Dokumente zuerst an die normale und dann an die globale supportadresse gesendet. Beide kamen als nicht zustellbar zurück.

Daraufhin bin ich in den Chat und man sagte mir, ich solle es jetzt nochmal versuchen in der App. Da war plötzlich alles wieder normal, zumindest optisch. Der erste Upload wurde direkt wieder abgelehnt und dannach ging wieder nichts mehr.

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Dear Narratorcb,

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 Narratorcb,

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.

Dear Narratorcb,

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