Complaint #594 Mr.Bet Casino

Withdrawals blocked since June 2026 by an unresolvable verification requirement

By rmlira

1 month ago

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

Disputed Casino Mr.Bet Casino

Reason Verification issues

Amount $5797512.83

Discussion

AskGamblers

• Support Team

2 weeks ago

Dear @rmlira,

Following your confirmation that the installments were successfully received, the AskGamblers Complaint Team considers the complaint resolved and closed. Should you face issues with your payment/s again, please feel free to contact our team and request to reopen of the complaint.

Thanks for your cooperation.

rmlira

2 weeks ago

Understood, and I agree to close the complaint on that basis.

For the record before closing:

Two payments of 850,000 CLP each were received on 22/10/2026, totalling 1,700,000 CLP.

4,097,512 CLP remains outstanding, to be paid in instalments under rule 3.6.2, with the next payment from 27/10 and the final one in early December 2026.

Mr.Bet has confirmed in this thread that I may request the complaint be reopened in the event of any delay in these payments.

On that understanding I consider the matter resolved for now, and I will request a reopening only if a scheduled payment does not arrive.

Thank you to the Mr.Bet representative for engaging with the case, and to the AskGamblers Complaint Team for the mediation. After eight months without progress through support channels, this process moved it in a few weeks.

Mr.Bet Casino

• Representative

2 weeks ago

Dear rmlira,

Please note that, due to the limits in place, your last payment will be processed in early December, which means the complaint will remain open for nearly a month and a half. You can reopen the complaint in the case of a delay in the withdrawal of funds, which should not occur.

rmlira

2 weeks ago

Good news, and thank you. I can confirm that two payments of 850,000 CLP each were credited to my Banco Edwards account on 22/10/2026, for a total of 1,700,000 CLP. I appreciate Mr.Bet processing these and the AskGamblers team’s help in getting the verification unblocked.

I also note the operator’s message regarding the withdrawal limits under rule 3.6.2 of its terms and conditions, and that the next payment is scheduled from 27/10. I have no objection to the payments being made in instalments under those terms.

There are 4,097,512 CLP still outstanding across the remaining pending requests. I would like to keep this complaint open until the full balance has been received, simply as a record while the instalments are processed. I will post an update after each payment and will confirm the case as resolved as soon as the final one arrives.

Thanks again to both teams for the cooperation.

Mr.Bet Casino Complaint Stats

Resolved 205 / 209

Avg. Amount $3,600

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, 185 out of 189 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

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I am submitting a formal complaint against Mr.Bet Casino regarding two withdrawal requests totalling HUF 300,000, which have remained pending since October 6, 2026.

Withdrawal details:

- HUF 100,000 – Transaction ID: 82732782
- HUF 200,000 – Transaction ID: 82732778
- Withdrawal date: October 6, 2026
- Payment method: Mastercard
- Status: Pending

As of November 5, 2026, I have been waiting for 30 days without receiving either payment.

I submitted all requested verification documents, and my identity verification was successfully completed through Sumsub.

Furthermore, Mr.Bet customer support has explicitly confirmed in writing that my verification was fully completed and apologised for previously providing incorrect information.

Despite this confirmation, both withdrawals remain pending. Customer support repeatedly cites increased workload but refuses to provide a specific payment date.

I have contacted the casino numerous times and submitted a formal written complaint, but I have received no response to that complaint.

The originally communicated withdrawal processing time was 48 hours.

I am requesting AskGamblers' assistance in obtaining the full HUF 300,000 owed to me and resolving this prolonged withdrawal delay.

I have screenshots proving the pending transactions, successful verification, and the casino's written confirmation that my verification is complete.

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Dear AskGamblers Team,

I am submitting another complaint against Mr Bet Casino due to repeated problems with withdrawal processing.

On October 26, 2026, I requested a withdrawal of 4,000 PLN via bank transfer.

As of November 2, 2026, the withdrawal is still showing the status “Awaiting verification”.

The withdrawal has not been processed, and I have not received my money.

Despite the previous incident, the same situation is happening again.

My account has been verified, so I do not understand why every withdrawal creates further delays and additional verification procedures.

I consider it unacceptable that a casino repeatedly delays access to players’ funds without providing a specific explanation or a firm payment date.

I am asking AskGamblers to intervene and request that Mr Bet Casino:

1. Immediately complete the verification of my withdrawal.

2. Release the full amount of 4,000 PLN via bank transfer.

3. Explain why this withdrawal has remained in verification since October 26.

I hope AskGamblers will help resolve this recurring issue.

Kind regards

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