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

I am experiencing an issue with a pending withdrawal of 5,000 CAD on Mr. Bet.

My account currently shows as "verified" on my end (screenshots attached). However, when I attempted to process a withdrawal, I was informed that not all verification steps are complete and to wait for a review by the verification team.

I first raised this verification discrepancy over 24 hours ago (screenshots attached) and was told that the relevant team would be contacted. Since then, I have not received any updates or requests for additional documents.

I then won 5,000 CAD and submitted a withdrawal approximately 8 hours ago. I was initially informed that withdrawals are processed within 48 hours. However, I am now being told that this 48-hour processing window does not begin until verification is fully completed.

At this time:

• My account displays as verified
• No additional documents have been requested
• No timeline has been provided for completion of verification
• The withdrawal is effectively on hold

I would like clarification on:

• Why my account is marked as verified while still being treated as unverified
• Whether the casino will honor the 48-hour withdrawal timeframe from the moment I submitted the request, given that the verification issue is not due to any outstanding action on my part

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Dear Scotchunicorn,

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

I understand waiting for the withdrawal. This casino’s withdrawal window is 48 hours and I’m well within that.

What I’m concerned about is waiting on the verification status. It’s been over 24 hours without an update on the verification, it’s showing as verified on my end, I’m not able to provide documents and the withdrawal won’t be processed until it goes through.

It’s been five days now waiting for verification. Their processing window is 48 hours.

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

Dear Scotchunicorn,

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,

Karla