Mr Bet Casino - Der Rückzug des Spielers wurde verzögert.

Hello Guru Team,

I played with real money at Mr. Bet and wanted to pay out € 50 and € 43. Both sums were not transferred to me. When I asked, I was told that there would be problems with the transfer and that I should contact my bank. However, my bank did not have any information about a failed transfer. I then asked Mr. Bet to send me proof that the transfer had been made and to which account. Mr. Bet did not do that and just wrote to me to contact my Benk. As a result, my account with Mr. Bet was blocked. I think the procedure is very questionable and why was my account blocked if the error is supposed to be with my bank ??? If one transfer didn't work, it's strange, but the second shouldn't have worked either? I have to assume at the moment that it is a rip off ...

I hope you can help me.

Best regards

Hallo Guru-Team,

ich habe bei Mr. Bet mit Echtgeld gespielt und wollte einmal 50,-€ und einmal 43,-€ auszahlen. Beide Summen wurden mir nicht überwiesen. Auf meine Nachfrage wurde mir mitgeteilt, dass es Probleme bei der Überweisung geben würde und ich sollte mich an meine Bank wenden. Meine Bank hatte aber über eine fehlgeschlagene Überweisung keine Informationen. Woraufhin ich Mr. Bet gebeten habe mir einen Nachweis zukommen zu lassen, dass die Überweisung ausgeführt wurde und an welches Konto. Das hat Mr. Bet nicht gemacht und mir nur geschrieben ich soll mich an meine Benk wenden. Daraufhin wurde mein Konto bei Mr. Bet gesperrt. Ich halte das Vorgehen für sehr fragwürdig und warum wurde mein Konto gesperrt, wenn der Fehler bei meiner Bank liegen soll??? Wenn eine Überweisung nicht geklappt hat, ist es ja schon merkwürdig, aber die zweite soll auch nicht funktioniert haben? Ich muss momentan davon ausgehen, dass es sich um eine Abzocke handelt...

Ich hoffe Sie können mir weiter helfen.

Beste Grüße

Dear Philip,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Could you please confirm that you passed KYC successfully, please? Have you ever made a withdrawal before, or was this your first attempt? When exactly have you requested it?

Additionally, please forward any relevant communication between you and the casino to kristina.s@casino.guru.

Looking forward to hearing from you.

Best regards,

Kristina

Hello, the payout should have been made on November 5th, 2020 according to the casino. And my verification was complete and I submitted all of the required documents.

Hallo, die Auszahlung habe sollte am 05.11.2020 laut Casino ausgeführt worden sein. Und meine Verifizierung war abgeschlossen und ich habe alle geforderten Unterlagen eingereicht.

Thank you for your reply, Philip. Has the casino provided any explanation about why they blocked your account?

Hello, no, I haven't received an answer yet. I haven't received the money either.

Hallo, nein ich habe noch keine Antwort bekommen. Das Geld habe ich auch noch nicht bekommen.

Thank you very much Philip for your reply. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello, I got an answer from Mr. Bet. I'm supposed to hand over my bank statements to Mr. Bet again, I just did that. Now I'll wait and see what happens.

Hallo, nun habe ich eine Antwort von Mr. Bet bekommen. Ich soll nochmal meine Kontoauszüge an Mr. Bet übergeben, dies habe ich soeben gemacht. Nun werde ich mal abwarten was passiert.

I would like to ask Mr Bet Casino to join us and help us resolve the player's issue.

We haven't receive any answer from the casino yet. Please note, if we won't get any respond from them within the next 7 days, the complaint will be closed as unresolved, which could lead to casino's rating deduction.

Dear Casino Guru team,

Referring to our recent conversation with the user, please be informed that the transactions from 05. November (50 EUR ) and 24. November ( 43 EUR ) were successfully sent to his payment account. That means that in our system the status of the both transactions is successful and the payment provider has approved it. 

We want to assure you that Philip’s account is now unblocked, and it was just a temporary measure during the security check.

We also asked the user to contact his bank with an ARN code for each transaction so the bank can find the transaction or provide us with an official letter, that for some reason the transaction could not be found. 

We are still ready to assist Philip with his issue. To continue our investigation it’s required from him to send us the official letter from the bank so we can transfer it to the billing department and contact payment provider. 

For the further assistance and detailed discussion we highly recommend the user to contact us via Live chat, phone or send us an email. 

Best regards, 

Mr.Bet Casino Team

Hello, I asked my bank as Mr. Bet asked. My bank informed me that there were no incoming payments of + 50, - € and + 43, - € on my credit card and that this must be proven by my credit card statement (which I have already sent to Mr. Bet). Now I have contacted the credit card company and am still waiting for an answer.

What irritates me is that I receive transfers from various other casinos without any problems, except from Mr. Bet. Depositing money went without any problems. In addition, apart from an ARN code (which my bank couldn't do anything with), I have no proof that the transfer was carried out.

Hallo, ich habe wie Mr. Bet gefordert bei meiner Bank angefragt. Meine Bank teilte mir mit, dass keine Zahlungseingänge von +50,-€ und +43,-€ auf meine Kreditkarte erfolgten und dies anhand meiner Kreditkartenabrechnung zu belegen sei (welche ich Mr. Bet auch bereits zugesendet habe). Nun habe ich mich an die Kreditkartengesellschaft gewandt und warte dort noch auf Antwort.

Was mich irritiert ist, dass ich von diversen anderen Casinos ohne Probleme Überweisungen erhalte, nur von Mr. Bet nicht. Geld einzahlen lief ohne Probleme. Zudem habe ich bis auf einen ARN-Code (mit dem Meine Bank nichts anfangen konnte) keinen Nachweis, dass die Überweisung ausgeführt wurde.

Dear Casino Guru team,

We highly appreciate the user's effort but unfortunately, without any official documents from the bank that they could not find the transactions by ARN codes we cannot transfer this issue to the payment provider for further investigation.

We recommend Philip to apply to the Claims Department of his Bank one more time to request an official letter to prove that the ARN code provided by the payment provider does not exist in their database.

Also, please note, that in case if the transactions have not been successfully sent to the user's bank the payment provider would not be able to provide Philip with the ARN codes. 

As soon as we receive the required document, we will contact the payment provider in order to continue an investigation. 

Best regards,

Mr. Bet casino Team 

Hello everybody,

I have now received the money. I thank you for your efforts.

With best regards

Philip

Hallo zusammen,

ich habe das Geld nun bekommen. Ich bedanke mich für die Bemühungen.

Mit freundlichen Grüßen

Philip

Dear Philip,

Thank you for letting us know that your issue have been resolved, we gladly hear it. Please do not hesitate to contact us if you will come across any trouble in the future.

Best regards,

Nick

Casino.guru