Mr Bet Casino - Die Auszahlung von 5.000 € des Spielers hat sich verzögert.

On May 31, 2024, I won €5,000, which I immediately paid out. But I still haven't received anything today. The casino wanted proof that the €30 deposit had been made from my account that day. I submitted these documents several times, screenshots of the deposit including my name on it. Then pictures of my bank statement with the deposit. But they don't seem to accept any of that and are probably hoping that you'll lose your money. Please help me get the money I'm entitled to back. My username in the casino is ****

Ich habe am 31.05.24 eine Summe in Höhe von 5000€ gewonnen welches ich direkt hab auszahlen lassen . Doch bis heute kam immer noch nix. Das casino wollte ein Nachweis haben dass die einzahlung an dem Tag in Höhe von 30€ von meinem Konto stattgefunden hat. Diese Dokumente habe ich mehrmals eingereicht, Screenshots von der einzahlung inklusive meinem Namen darauf. Dann noch Bilder von meinem kontoauszug mit der einzahlung. Aber die scheinen das alles nicht zu akzeptieren und hoffen wahrscheinlich dass man sein Geld noch verzockt. Bitte helfen sie mir mein Geld was mir zusteht wieder zu bekommen mein benutzername im.casino heisst ****

Dear Seko10,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Could you please list which documents you have already provided and when exactly did you send the last one?
• Is the verification of your deposit the last obstacle in completing the verification process?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Tomas

Dear Seko10,

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.