Mr Bet Casino - プレイヤーの撤退が遅れています。

I have been a player for some time in different casinos and this is the first time I have had problems making a withdrawal, first they asked me to verify my account to make the withdrawal, perfect, I sent the documentation and it was successfully verified, after that I wrote again to ask what is happening with my withdrawal and the only answer they give me is that there is high demand in withdrawal requests and that is why the corresponding department has taken so long to respond to my request, I can understand the delay times and high demand but I requested my withdrawal on 04-03-2025 and to date I have not had any response, the delay seems unusual and unfair to me if I have already verified my account and all my documents, I request help since they do not give me any specific answer, I attach images of the available balance to withdraw and the date of these.

Soy jugador desde hace ya un tiempo en distintos casinos y es primera vez que tengo problemas para realizar un retiro, primero me pidieron verificar mi cuenta para hacer el retiro, perfecto, mande la documentación y esta se me verificó con exito , luego de eso volvi a escribir para preguntar que pasa con mi retiro y la unica respuesta que me dan es que hay alta demanda en solicitudes de retiro y es por eso que el departamento correspondiente ha tardado en responder mi solicitud, puedo entender los tiempos de demora y alta demanda pero mi retiro lo solicite el dia 03-04-2025 y a la fecha no tengo ninguna respuesta, me parece insólito e injusto la demora si ya cumpli con verificar mi cuenta y todos mis documentos, solicito ayuda ya que ellos no me dan ninguna respuesta en concreto, adjunto imagenes de saldo disponible a retirar y la fecha de estos.

Hello Mlinostroza,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Mr Bet Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when is your account fully verified?
• Did you accumulate your winnings with real money or did you use a bonus?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

My account was verified on the morning of 04-09-2025, my deposit was through a bonus to have a larger balance, that bonus was completed and the condition to be able to make my withdrawal was respected, that is why I was allowed to make the withdrawal because I completed the condition of said bonus. The last time I contacted the casino was on April 17th again asking when they could make the withdrawal but they don't tell me anything specific, the answer is always the same "we have high demand in requests which makes the wait times longer" perfect I say but I ask them for an estimated date for my withdrawal to be effective and they tell me that this information is impossible to give since it is varied which I find very unfair because there is no transparency on the part of the casino, my deposit was made successfully and my verification and documentation was sent and approved as well.

Mi cuenta fue verificada el dia 09-04-2025 por la mañana, mi deposito fue a traves de un bono para tener mayor saldo, ese bono fue completado y respetada la condición para poder hacer mi retiro fue por eso que se me permitio hacer el retiro debido que complete la condición de dicho bono. la ultima vez que me contacte con el casino fue el dia 17 de abril nuevamente preguntando cuando podrian realizarme el retiro pero no me dicen nada en concreto, la respuesta siempre es la misma " tenemos alta demanda en solicitudes lo cual hace que los tiempos de espera sean mayores" perfecto digo yo pero les pregunto alguna fecha estimada para que hagan efectivo mi retiro y me dicen que esa información es imposible de dar ya que es variado lo cual encuentro muy injusto porque no hay transparencia de parte del casino, mi deposito fue realizado con exito y mi verificación y documentación fue enviada y aprobada también.

20 days since I requested the withdrawal and they keep giving me the same response, there is no date, nothing is clear about anything and there is no transparency either.

20 dias desde que solicité el retiro y me siguen dando la misma respuesta, no hay fecha, no hay claridad de nada ni tampoco hay transparencia

Thank you Mlinostroza for all the information provided so far. I will now forward your complaint to my colleague Martin (martin.l@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thank you, I remain attentive to any additional requests, greetings

gracias, quedo atento ante cualquier petición adicional, saludos

Hello Mlinostroza,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Mr Bet Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain to us what happened? I understand that there is a possibility of the casino being overwhelmed by a large number of withdrawals, but is there a particular timeframe, in which Mlinostroza can expect his withdrawal to be processed?

Dear Martin,

We have replied to your email and are currently clarifying the verification status with the dedicated department. As soon as we receive an update, we will get back to you in this complaint thread.

Thank you for your understanding.

The account was successfully verified several days ago. I submitted all the documentation and it was approved, but no one, no mr.bet employee, has told me a legal deadline for my withdrawal, business days, or anything.

La cuenta fue verificada con exito hace ya varios dias. Envie y se me aprobó toda la documentación , pero nadie , ningún colaborador de mr.bet me ha dicho un plazo legal respecto de mi retiro, días hábiles ni nada.

Dear Casino Representative,

thank you for your timely update. I hope the issue will be resolved soon.

Dear Mlinostroza,

I fully understand your dissatisfaction with the process. However, I believe things are moving in the right direction and the best course of action now is to await the next update.

I'm really dissatisfied. In 5 days it will be a month since I requested the withdrawal. I hope it's resolved soon. I'll be waiting.

muy insatisfecho la verdad, dentro de 5 dias se cumple un mes desde que solicite el retiro, espero se resuelva pronto, quedo atento.

Any news on my case???

alguna novedad de mi caso???

Hello Mlinostroza,

we have already contacted the casino representative who will give us more information about the matter. I understand your frustration, but all we can do now is wait.

Wait how long? I've been waiting patiently for a month, this seems like a joke.

Esperar cuanto? Llevo esperando pacientemente un mes, esto parece una burla

Dear Martin,

The user is fully verified and has received their first payout in accordance with clause 3.6.2 (EUR 1,000 weekly, due to winnings exceeding 5x the total deposit amount). The next payout is scheduled for 05.05.

Perfect, I did get the email, it hasn't arrived yet but it is FINALLY in progress, thanks

Perfecto, si me llego el correo, aun no llega a mi pero esta en curso FINALMENTE, gracias

Dear parties,

thank you both for updating us on the matter. I am happy to hear that things are moving in the right direction. Please let us know when any new developments arise.

Dear Mlinostroza,

can you please give us some news on the proceedings? Have you received any payouts?

Hello, I finally received the payment and it arrived in my account, thanks for the help.

Hola, si finalmente recibi el pago y llego a mi cuenta, gracias por la ayuda

Dear Mlinostroza,

happy to hear that! Just to clarify, have you received all of your money or only the first payout? In case there is no outstanding balance, we will close this complaint as resolved. Alternatively, if there are still funds left to withdraw, we will await your confirmation.

My total balance has arrived

Llego el total de mi saldo

Dear Mlinostroza,

We're glad to hear that your issue has been resolved, and once again would like to thank the support team over at Mr Bet Casino for their response. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, feel free to reach out to our Complaint Resolution Center. We're here to help ! 

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Martin

Casino.Guru