Mr Bet Casino - El jugador aún no ha recibido las ganancias.

Complaint Title:

Mr. Bet - Delayed Withdrawal (€193) & Stalling with ancient data request

Reason for Complaint:

Delayed payment / Stalling

Complaint Text:

I am a Top 100 Player at Mr. Bet. I requested a withdrawal of €193 on November 29, 2025. It has been 7 days, and the status is still "Pending", despite the terms stating 48 hours.

The casino is stalling me with an absurd reason:

One day after my withdrawal request, support claimed I needed to finalize a "phone number change request" that I originally made 1-2 years ago and was never processed back then. I immediately submitted the required form on November 30, but nothing has happened since.

I contacted support multiple times:

1. They refuse to give a timeframe for this "investigation".

2. They cannot even tell me the date of the original request they are using as an excuse.

3. Most importantly: The Support Manager (Mina) explicitly replied to my email and recommended that I file a complaint with Casino Guru instead of resolving it internally (see attached screenshot).

Since the casino itself advised me to seek help here and refuses to process the payment within their own 48-hour timeframe, I am asking for your intervention to release my €193.

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 Pharao97,

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 Pharao97,

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.

Unfortunately, I have not received the withdrawal yet.

Dear Pharao97, 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 share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

Thank you very much in advance for your reply.

I haven't processed a successful withdrawal yet. I've sent the screenshots to your email address.

Ich habe noch keine erfolgreiche Auszahlung vorgenommen. Die Screenshots habe ich an deine E-Mail gesendet.

Dear Pharao97, thank you for your response.

Have you received any updates from the casino in regards to the verification of your phone number?

Yes, my phone number was verified today. The payout is still pending.

Ja meine Telefonnummer wurde heute verifiziert. Die Auszahlung steht noch aus.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Pharao97,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Attila