Complaint #517 Mr.Bet Casino

Customer support has not responded to my inquiries

By Mike90

10 months ago

Hello,

I recently made a deposit on the Mr.Bet online casino and subsequently won €160. The platform requested that I complete an identity verification process, which involves submitting a photo of my passport, a recent utility bill, and documentation confirming my Skrill account.

I successfully uploaded both my passport photo and the utility bill. However, when attempting to upload the required proof of my Skrill account, the website consistently prevents the file from being submitted. I have tried multiple times, but the system does not accept the upload, and unfortunately, customer support has not responded to my inquiries.

I would appreciate assistance in resolving this issue so that the verification process can be completed and my winnings can be withdrawn without further delay.

Disputed Casino Mr.Bet Casino

Reason Verification issues

Amount €160

Discussion

AskGamblers

• Support Team

9 months ago

Dear @Mike90,

The AskGamblers Complaint Team is kindly asking you to assist the Mr.Bet Casino team further and send the required verification paperwork.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process, therefore please make sure to confirm by posting the public message if you have provided requested information.

Should you refuse sending the required verification paperwork, or fail to confirm, we will have no other choice but to reject the case and recommend you forwarding it to the relevant regulatory body.

Thanks for your cooperation.

Mr.Bet Casino

• Representative

9 months ago

Hello Mike90,

Thank you for waiting. Your documents have been successfully checked and unfortunately rejected. You were asked to provide a photo of a document confirming your identity and a photo of a document confirming your address. The first document was rejected due to poor quality, the second because it was uploaded damaged. Our support team has sent you detailed instructions on the parameters of documents that will be accepted.

Please upload the documents to the verification window and we will be happy to review them.

Mike90

9 months ago

No, i still cannot upload the information from your site. Still not solved and this seems like a scam now. Stay away from this site! They wont pay your winnings!

Please askgamblers help me to get my 160€

Mr.Bet Casino

• Representative

9 months ago

Hello Mike90,

Our technical team has confirmed that you were unable to upload the proof of your Skrill account due to a system issue. This has now been fixed, and you can try again. All other documents have been successfully uploaded, so please allow some time for the verification process to be completed.

Mr.Bet Casino Complaint Stats

Resolved 184 / 187

Avg. Amount $3,868

Avg. Complaint Duration 10 days

Avg. Response Time 2 days

Mr.Bet Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 164 out of 167 complaints in this category have been resolved.

This operator's average complaint duration is 10 days, while the average duration across all operators is 8 days.

Mr.Bet Casino Complaints

See all complaints for this casino

Delayed payment

BI am submitting a formal complaint regarding a delayed withdrawal of 350,000 CLP at Mr. Bet Casino.

I requested this withdrawal via bank transfer on Monday, September 21, at 13:08. It is important to highlight that this withdrawal was requested to the exact same bank account that I previously used to deposit funds into the casino, fully complying with standard anti-fraud policies.

According to the casino's support team, the delay is due to a high volume of manual reviews. Furthermore, their support managers (Miria, Lilly, and Arthur) have explicitly confirmed via email and live chat that my account does not require any further identity verification (KYC) at this moment and that there are no errors on my profile.

As instructed by their agents, I have strictly maintained the necessary balance in my account to ensure the transaction can clear without issues. However, the withdrawal has been stuck as "pending" for over a week, well past their standard 48-hour processing window, and I have not received any concrete timeline for the release of my funds.

I request the mediation of this platform to help expedite the processing and approval of my legitimate withdrawal. I have attached screenshots of my conversations with support and their official emails as evidence.

Thank you for your assistance.

39h left

$350,000

Withdrawals blocked since June 2026 by an unresolvable verification requirement

I have 5,797,512.83 CLP in my account that I have been unable to withdraw. Four withdrawal requests have failed or remain unprocessed:

81173501, 900,000 CLP, requested 01/06/2026, status Failed
81957218, 100,000 CLP, requested 03/08/2026, status Failed
82212597, 850,000 CLP, requested 25/08/2026, still Pending
82212598, 50,000 CLP, requested 25/08/2026, still Pending
An earlier payout, reference 18188288, was cancelled by the operator

The stated cause is that my deposit payment method is not verified. That verification has been open since February 2026 and my documents have been rejected four times, on no occasion identifying which specific field failed.

The deposit in question is ID 79692236, 250,000 CLP, made on 08/02/2026 through WebPay, using a virtual Visa Prepaid card ending 0608 issued by MACH (Bci, Chile) in my own name.

The requirement cannot be met. Mr.Bet asks for a single document showing my full name together with the deposit details. My card issuer does not produce such a document. It produces three separate ones, all of which I have submitted: a monthly account statement showing my full name, account number and the 250,000 CLP charge; an in-app transaction detail showing the date 08/02/2026, the card ending 0608 and transaction number 603910013906; and the virtual card screen showing my full name and the card ending 0608. Together they establish every data point requested.

Mr.Bet has also asked for a receipt showing the word "WebPay". In Chile, WebPay is a payment gateway operated by Transbank, not a bank or a card, and it never appears as a merchant name on a bank statement. The charge appears under the payment processor, Payku, shown as "PK COMERCIOS EN LINEA". No Chilean bank issues a statement containing the word WebPay.

During a live chat on 11/09/2026, agent Eva confirmed that the verification page allows only one upload per payment method, asked me to send the second document through the chat, and stated she would forward it as an exception. On 17/09/2026 agent Juliet wrote that no document had been received for that method. I have the full chat transcript.

What I am asking for: that Mr.Bet process my pending withdrawals and release the balance of 5,797,512.83 CLP.

I have submitted every document Mr.Bet has requested, in the format its own agents instructed. If any further verification step is genuinely required, I remain available to complete it immediately, including a video call or a photograph of me holding the card alongside my ID. What I dispute is that my funds have been withheld since June 2026 over a documentary requirement that no Chilean bank can satisfy.

Account: rmlira

4h left

$5,797,513

462 dollars was unfairly removed from my account

$462 was unfairly removed from my account. I made a $15 deposit, which entitled me to 90 free spins. However, I also received a no-deposit bonus of 15 free spins. I decided to use the 15 spins before the 90. I didn't win much, and my balance was $0.00 before I activated the 90-free-spin bonus. When I finished those spins, I won a large sum of money. But I was shocked to discover that the casino had removed $462 of my bonus winnings. I asked for an explanation, as I hadn't finished meeting the wagering requirements and there was no maximum cashout limit on the 90 free spins. Customer service told me the system had applied the maximum cashout limit from the 15 free spins (which did have a limit). I explained that this wasn't right, since that bonus was no longer active when I started the 90-spin bonus (which has no limit). Customer service told me the issue would be reviewed by the relevant department and that I would receive a reply shortly. I have been waiting since September 18th. That is an unusually long time to resolve a simple issue caused by a system error. They keep telling me to be patient, but this isn't the first time this site has kept me waiting for a long time without any explanation.

Resolved

€462

500 withdrawal pending since 28 August 2026

Dear AskGamblers Team,

I would like to file a complaint against Mr.Bet / EXITOROS S.R.L. regarding an unpaid withdrawal of €500.

I requested the withdrawal on 28 August 2026. According to Mr.Bet's terms and conditions, withdrawals should be processed within 48 hours.

However, as of 21 September 2026, I have still not received my €500 withdrawal. The withdrawal remains unresolved.

I have contacted Mr.Bet customer support several times regarding the delay, but I have not received a satisfactory explanation or a clear payment date.

I am requesting that Mr.Bet explain the reason for the delay and process my outstanding €500 withdrawal as soon as possible.

I can provide screenshots of the withdrawal, the relevant terms and conditions, and my communication with Mr.Bet as evidence.

Thank you for your assistance.

Kind regards,

Robby

Resolved

€500

Delayed withdrawal NZD

I made a withdrawal request of $4,500NZD on 17/09/26. It is still showing as pending even after being advised the processing time frame is 48 hours. We are nearing on 96 hours and this is yet to be accepted or even start processing.

Multiple chats with what appears to be an AI system have been pointless and they refuse to escalate.

The ability to verify my account (which I’m more than happy to do) is not available and I keep being told I’ll likely need to verify which adds another 48 hours (or however long they decide to take) of processing. I’ve asked multiple times to complete verification now to avoid further delays but have been told to be patient.

I have made one prior withdrawal from this site two days before hand for $500 NZD which was completed (and into my account) within 4 hours so I don’t understand why such a delay and getting any kind of resolution or even escalation seems impossible.

Help!

Resolved

$4,500

Delayed payment of 7900 dkk for 15 days

I have submitted my withdrawal request since 01/09/2026 and they keep me on "it's under review' etc.

As I had a previous case with the casino, that was concerning account verification and payment info verification, that was successfully resolved I know for a fact that there shouldn't be any justification for such a lengthy waiting time for my withdrawal to be processed.

I would like your help to get this done as I am afraid it will be prolonged further.

Resolved

kr7,900

Delayed withdrawal at Mrbet

Hi, i played at Mr.bet and got realy lucky and won 20.000 DKK. I subsequently requested a withdrawal that has been pending for 13 days now.

My account is fully veryfied
I did not play with a bonus.

Normally they process withdrawals within 48 hours.
When i contact support i get the same generic answer every time.

Hope you guys can help me

Thanks in advance

Resolved

kr20,000

Delayed Withdrawal 6000 PLN

I submitted a withdrawal request for 6,000 PLN via bank transfer on September 7, 2026, at Mr. Bet Casino. My account is fully verified, and Mr. Bet has confirmed that no additional documents or actions are required from my side.

Despite this, the withdrawal status is still pending. I have contacted customer support several times, and each time I am told that there is a high volume of requests and increased workload in the verification department, but no specific processing timeframe has been provided.

Mr. Bet has also confirmed that the waiting time for my withdrawal has already exceeded the standard processing period.

I kindly ask for assistance in clarifying the reason for the delay and for my 6,000 PLN withdrawal to be approved and processed as soon as possible.

Resolved

zł6,000

Withdrawal pending since September 5th

Hello.

I made a withdrawal via crypto on September 5, 2026, and it is still pending. The rules clearly state that withdrawals will be approved within a maximum of 48 hours.

It has already been 6 days. I have met every requirement and have not violated the rules, so I request that my withdrawal be approved as soon as possible. My account is fully verified.

Resolved

€2,000

Delay in the payment of my winnings

Dear Sir/Madam,

I am writing to lodge a formal complaint regarding the delay in the payment of my winnings and the general verification process. I have been waiting nearly half a month for this to be finalized—a situation that has never occurred before, as the process previously took a maximum of one week. I have attached screenshots as evidence, and I have already expressed my dissatisfaction on three separate occasions via the help desk at Mr. Bet, the online casino where I play. I hope you can expedite the payment, as I also need to withdraw the remaining funds in my account; however, I must wait for the withdrawal requested on August 31st to be processed first.

Thank you very much in advance.

I look forward to your reply.

Unresolved

$4,000,000