Mr Bet Casino - 決済が遅延しているとのクレームがあります。

I made a withdrawal on 02/10, but it hasn't reflected yet, it's still in progress. However, my withdrawal request is via Pix, it shouldn't be taking this long.

Fiz um saque no dia 02/10, até agora não caiu, tá lá em andamento, mais minha solicitação de retirada é via pix, não era pra demorar tudo isso

Dear cristinae2207,

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 cristinae2207,

Have you received your withdrawal from the casino yet?

It was cancelled, I made another withdrawal request on 10/10, so far it is in progress again

Foi cancelada, fiz outro pedido de retirada dia 10/10, até agora está em andamento de novo

the amount of R$150 was cancelled, I placed another order worth R$130, it has been in progress since 10/10

o valor de R$ 150 foi cancelado, fiz outro pedido no valor de R$130, tá em andamento desde do dia 10/10

Thank you for your reply, cristinae2207. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

Yes, I've already made several successful withdrawals, I'm already approved, I've been playing with them for a while, this has never happened, but my withdrawal hasn't stopped yet, I haven't used the bonus

Sim já fiz vários saques bem sucedidos, já sou aprovada, jogo com eles faz tempo, nunca aconteceu isso, mais meu saque não saiu ainda do andamento, não utilizei bônus

Could you please advise when exactly you made the last successful withdrawal and how many days did it take to be processed? Did you use the same withdrawal method in the past?

Have you tried contacting the casino regarding this issue? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Dear cristinae2207,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.