Complaint #329 Mr.Bet Casino

Delayed post code correction and pending withdrawals

By Marta C.

2 years ago

Message on forum

On 11/03, when registering on the Mr.Bet website, I mistakenly entered the wrong postal code. The address is correct, but I swapped the numbers in the postal code.

(See attached files)

On 18/03, a request was made to change the postal code in my player profile on the website, in accordance with the proof of address provided. Nothing happne

My account was successfully verified on 28/03, and on that day I made two withdrawal requests. On 02/04, the withdrawals were processed and transferred to my bank account successfully. (See attached files)

When I inquired about 3 pending withdrawals (as per the casino's terms, withdrawals can be pending for 0 to 24 hours) made on 01/04, they said that the withdrawals would only be processed after the postal code was corrected and that the department responsible for this change has not yet responded.

I do not understand how they were able to process 2 withdrawals while the postal code change process was ongoing, and now it is not possible to process the remaining withdrawals totaling €4950.

“Hello! It seems there’s an active withdrawal request on your account, triggering an enhanced review of your data. We recommend waiting until this process is complete before making any changes to your information. Once the review is finished, withdrawals can proceed as usual. If you have further questions, feel free to contact us. Regards, Carolina, Gaming Club Manager.” (See attached files)

As I told there are 3 active Withdrawals on my account (See attached files).

How can it take so long to change the post code on my player profile, accordingly with proof or adress that successufly passed the verification?

Thanks

Disputed Casino Mr.Bet Casino

Reason Verification issues

Amount €15000

Discussion

AskGamblers

• Support Team

2 years ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

Darcys

• Portugal

2 years ago

Hello

I confirm I received yesterday the remaining payments. After more than one month and a half.
Yesterday I’ve submitted the definitive closure of my player account in this casino, due to the horrendous experience I’ve had. After 5 emails asking this simple action, Mrbet asked a verification of my personal data that already is on my player profile. I didn’t asked to block my account, which they did, I asked to definitely close my account.
That’s all for now.

Mr.Bet Casino

• Representative

2 years ago

Dear ASKGAMBLERS,

We are writing to inform you that as of April 30, 2024, the last batch of user withdrawals has been successfully processed in accordance with our regulatory obligations.

Furthermore, we would like to confirm that following the completion of these transactions, a user submitted a request for the deletion of all their personal data in compliance with the General Data Protection Regulation (GDPR).

Should you require any further information or documentation regarding this matter, please do not hesitate to reach out to me directly.

Darcys

• Portugal

2 years ago

Hello, just to update this case:

Since April 8th, I had made two withdrawal requests totaling €4000, which were canceled by Mr.Bet. First, they said there was a temporary technical issue, then they said I had reached the monthly withdrawal limit, which is a lie. I made the withdrawal requests again on April 19th and still haven't received the payments. I wrote to support today, which says the payment has already been processed (I have no idea when) and that I should wait for 5 business days.
I sincerely hope that Mr Bet is not delaying further more this payments that I’ve should received several days ago.

Let’s see what happens now.

Mr.Bet Casino Complaint Stats

Resolved 165 / 167

Avg. Amount $4,030

Avg. Complaint Duration 10 days

Avg. Response Time 2 days

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