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Good morning, I've been withdrawing from the provider for 12 days to pay 4,200 to the account, and nothing has dropped, I contact them directly but they only say that they can't speed up the provider and that it takes 1 to 3 business days or 5 working days. But it's been well over 5 days.

Bom dia, eu estou a 12 dias com uma retirada no provedor para pagamento de 4,200 para cair na conta, e não caiu nada, eu entro em contato direto mas só falam que não podem agilizar o provedor e que demora 1 a 3 dias úteis ou 5 dias úteis. Mas já passou bem mais que 5 dias.

Dear Carnelose,

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, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Petronela

Ok then, 11/18 will be 14 days, I'll wait then, for now thanks.

Ok então, dia 18/11 vai dar 14 dias, vou esperar então, por enquanto obrigado.

Good night, in the summary of the case it says withdrawal, I think the translator translated it wrong. It is withdrawn.

Boa noite no resumo do caso está escrito desistência, echo que o tradutor, traduziu errado. É retirada.

Thank you very much, Carnelose, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear Carnelose,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a Mr Bet Casino representative to join this conversation and participate in the resolution of this complaint.

Dear Mr Bet Casino,

Could you please state why the player's withdrawal has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

Kind regards,

Stefan

Hello Stefan,

The delay of funds occurs on the side of the external payment service provider. For our part, we send the winnings to the payment method chosen by the user, but the transaction is being processed for too long by the provider. Unfortunately, we cannot influence the internal processes that occur on the part of the provider.

We recommend that the user contact our support team and ask the support agent to submit a request to cancel the withdrawal from the payment provider to the financial department. As soon as the withdrawal is canceled, the money will be returned to the account and the user will be able to re-create the withdrawal request using an alternative payment method.

Best regards,

Mr.Bet Casino team

Good afternoon, everything is fine, the money fell into the account today, thank you for helping.

Boa tarde, está tudo certo, o dinheiro caiu na conta hoje, obrigado por ajudarem.

Dear Carnelose,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Stefan & Casino.Guru