Mr Bet Casino - Se ha retrasado el pago de las ganancias del jugador.

Mr Bet

Hello Casino Guru Team,

I would like to file a complaint regarding an outstanding payment.

I requested my withdrawal on July 17th. To date, it has neither been processed nor paid out. My account is already fully verified, so from my perspective, there are no outstanding verification requirements.

I have contacted customer support several times. The only explanation given for the delay was that they are currently experiencing a high volume of withdrawals. Despite this statement, I have received no concrete information about when my withdrawal will be processed.

I consider this delay unacceptable and request that Casino Guru investigate the matter and contact the casino so that my withdrawal can be processed as quickly as possible.

If necessary, I can provide screenshots of the withdrawal request and the chat history with customer support.

Thank you for your support.

Mr Bet

Hallo Casino Guru Team,

ich möchte eine Beschwerde über eine ausstehende Auszahlung einreichen.

Ich habe meine Auszahlung bereits am 17. Juli beantragt. Bis heute wurde sie weder bearbeitet noch ausgezahlt. Mein Konto ist bereits vollständig verifiziert, sodass aus meiner Sicht keine offenen Verifizierungsanforderungen bestehen.

Ich habe den Kundensupport mehrfach kontaktiert. Als Begründung für die Verzögerung wurde mir lediglich mitgeteilt, dass derzeit ein hohes Auszahlungsaufkommen besteht. Trotz dieser Aussage erhalte ich keine konkrete Information darüber, wann meine Auszahlung bearbeitet wird.

Ich halte diese Verzögerung für unangemessen und bitte Casino Guru darum, den Fall zu prüfen und das Casino zu kontaktieren, damit meine Auszahlung schnellstmöglich bearbeitet wird.

Falls erforderlich, kann ich Screenshots des Auszahlungsantrags sowie des Chatverlaufs mit dem Kundensupport zur Verfügung stellen.

Vielen Dank für Ihre Unterstützung.

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 HoneyJay90,

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 HoneyJay90,

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 HoneyJay90,

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

Dear HoneyJay90,

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,

Jean