Mr Bet Casino - La retirada del jugador se ha retrasado.

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Dear Marir1989,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can fully understand the situation.

• Have you made any successful withdrawals before?
• Could you please specify which verification documents you have already submitted and when?
• Have you accumulated your winnings with or without an active bonus?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards

Petra

Hello Petra,

I already made a successful withdrawal of €100 in 2021.

At the end of February/beginning of March, I completed a full KYC procedure. This included submitting my ID card with a selfie, bank statements, a photo of my bank card, and proof of address. Successful verification was subsequently confirmed (see attached screenshot).

The winnings were achieved without an active bonus.

Hallo Petra,

ich habe im Jahr 2021 schonmal eine erfolgreiche Auszahlung über 100€ vorgenommen.

Ende Februar/Anfang März habe ich ein komplettes kyc Procedere durchlaufen. Personalausweis mit Selfie, Kontoauszüge, Foto der Bankkarte, Adressnachweis. Die erfolgreiche Verifizierung wurde mir danach auch bestätigt ( siehe angehängten Screenshot)

Die Gewinne wurden ohne aktiven Bonus erzielt.

Thank you for your reply and for providing the previous details, Marir1989.

• Could you let us know how long your last successful withdrawal took to be processed?
• Which payment method did you choose to withdraw your winnings? Was it the same one you used previously?
• Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Hello,

Since the last payout was in 2021, I unfortunately can't remember. In any case, it hasn't been three weeks since the current payout request.

The payout method "bank transfer" remains the same.

I will send you a screenshot of my successful verification.

Here's a chat excerpt from support (I've been getting this answer daily for weeks).

Please do not publish the screenshots.

Thanks

Hallo,

da die letzte Auszahlung von 2021 war, kann ich mich leider nicht erinnern. Aufjedenfall waren es keine 3 Wochen, die bei der aktuellen Auszahlungsanfrage schon vergangen sind.

Die Auszahlungsmethode "Banküberweisung" ist gleich geblieben.

Ich sende ihnen einen Screenshot von meiner erfolgreichen Verifizierung.

Dazu einen Chat-Ausschnitt vom Support ( diese Antwort bekomme ich seit Wochen täglich)

Bitte die Screenshots nicht veröffentlichen

Danke

Dear Marir1989

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Lala (jean.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Hello Marir1989,

My name is Lala and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Mr Bet Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lala

Thank you. Four weeks have now passed and nothing new has happened. The payment still hasn't been processed.

Danke. Es sind nun 4 Wochen vergangen und bisher ist nichts neues passiert. Die Auszahlung wurde weiterhin nicht bearbeitet.

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

Dear Marir1989,

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,

Lala