Mr.Bet Casino - Returned payment seems to be lost

Hello LIEBHO14,

According to our responsible department, we ask you to contact the bank so that your bank makes a refund with the correct description of the transaction. The provider could not accept the payment back because it was returned with an incorrect description.

As soon as the money is returned to the payment provider, we will be able to credit it to your account and you will be able to create a withdrawal request with another payment method.

Best regards,
Mr.Bet Casino team

Dear Mr . Bet Support Team,

I have asked the bank already 3 Times.
The transaction receipt you have provided only shows the returned transaction from the bank to you from Nov 7th. Please take a look at the receipts you have
Please provide the transaction receipt of your return of the returned payment.
Only then I could contact the bank again.
As to their records the payment went through and you confirmed it with the receipts you have sent to me.
Unfortunately it seems that the regular support staff does not see the contents of the transaction receipts. So they will not be able to even remotely understand the problem.

Hallo LIEBHO14!

Das Geld wurde an die Bank zurückgeschickt, da der Anbieter eine solche Zahlung mit einer falschen Beschreibung nicht zurücknehmen kann.
Die Bank hat nicht angegeben, für welche bestimmte Transaktion die Rücksendung erfolgt ist, daher kann eine solche Zahlung nicht akzeptiert werden.

Bitte beschreiben Sie so detailliert wie möglich, was die Bank konkret daran hindert, die Zahlung an den Anbieter zurückzusenden, damit dieser wiederum das Geld auf Ihr Spielkonto zurückbuchen kann?

Unser Support-Team erwartet weitere Kommentare von der Finanzabteilung. Sobald wir sie von unserer Finanzabteilung erhalten, werden wir Sie mit detaillierten Anweisungen benachrichtigen.

Wir entschuldigen uns aufrichtig dafür, dass Sie auch wehränd der Feiertage mit solchen Unannehmlichkeiten konfrontiert sind. Wir garantieren, dass die Lösung dieses Problems nicht mehr weit entfernt ist und setzen unsererseits alles daran, das beste Ergebnis für Sie zu erzielen.

Mit freundlichen Grüßen
Mr.Bet Casino team

Dear Mr. Bet Support Team,

Kindly note that, since this is the international domain of our website, we need you to use English only in your further complaint-related communication.

Thank you in advance for your cooperation.

Dear Mr Bet Customer Service Team,

I would like to reiterate that the transaction receipts you have forwarded to me show the returned deposit from my bank to yours.
To be very clear. These receipts were sent by you to me.
I received today a confirmation letter from my bank confirming that there was no other transaction recoded (as you also kindly confirmed).
The file is password protected due to its private nature and I would like to talk to someone that is authorized to discuss the content with me.

So far I do not understand why Mr. Bet is not able to locate the funds within their banking system.

All the evicdence shows that it is there.

Thank you for your attention!

Best regards

Holger

Dear All,

We apologize for not following platform guidelines and resending our appeal in English:

The money was returned to the bank because the provider cannot take back such a payment with an incorrect description.
The bank did not specify for which transaction the return was made, so such a payment cannot be accepted.

Please describe in as much detail as possible what specifically prevents the bank from sending the payment back to the provider so that we can transfer the money back to your gaming account.

Our support team awaits further comments from the finance department. Once we receive it from our finance department, we will notify you with detailed instructions.

We sincerely apologize for the inconvenience you are facing during the holiday season. We guarantee that the solution to this issue is near, and we will do everything we can to achieve the best result for you.

Best regards,
Mr.Bet Casino team

Dear LIEBHO14,

Let us kindly give you detailed comments on your last appeal.

"I would like to reiterate that the transaction receipts you have forwarded to me show the returned deposit from my bank to yours." -
The money never reached the payment provider and had to be returned to the bank due to an error in the transaction description.

"The file is password protected due to its private nature and I would like to talk to someone that is authorized to discuss the content with me." - you can send this file by mail to [email protected]. Support specialists will forward it to the financial department for further consideration.

"So far I do not understand why Mr. Bet is not able to locate the funds within their banking system." - We have information that we received from our payment provider. We once again passed on to the financial department the information that your bank sent the payment to the provider and we are waiting for detailed instructions.

Best regards,
Mr.Bet Casino team

Dear Mr. Bet’s support team,

Please find my comments below:

"I would like to reiterate that the transaction receipts you have forwarded to me show the returned deposit from my bank to yours." -
The money never reached the payment provider and had to be returned to the bank due to an error in the transaction description.
Holger: the transaction receipts you have provided 2 days ago clearly show that the transaction reached your bank.
My bank has confirmed the same.
As of today I have yet not seen any proof of your statements.

"The file is password protected due to its private nature and I would like to talk to someone that is authorized to discuss the content with me." - you can send this file by mail to [email protected]. Support specialists will forward it to the financial department for further consideration.

Holger: I have already forwarded the file. And asked that someone call me regarding the password.

"So far I do not understand why Mr. Bet is not able to locate the funds within their banking system." - We have information that we received from our payment provider. We once again passed on to the financial department the information that your bank sent the payment to the provider and we are waiting for detailed instructions.

Holger:
As stated before I have not seen any proof of the statement of your payment provider.
I, on the other side have sent you the written confirmation from my bank.

Let’s get this cleared up soon please.

Thank you
Holger

Dear LIEBHO14,

Our support team provided you the following information today:

- You need to provide evidence from the bank about the last successful transfer to the provider one more time. It is possible that you sent us evidence of a successful transfer before the provider returned the money to the bank.

- Unfortunately, the representative of the financial department will not be able to contact you as they do not have the opportunity to contact users directly. But if the password file contains information that would help the provider find the funds or confirm that the bank successfully sent the money back the last time, we recommend that you either provide us with a password for the file, or give us another statement file that does not contain the password. You can explain the situation to your bank that the payment provider does not have access to the password file and they will provide you with another one.

Best regards,
Mr.Bet Casino team

Dear Mr Bet support team,

You have received the password this afternoon, which will give access to the bank statement.

Best regards
Holger

Dear LIEBHO14,

Thank you very much for your cooperation! Now it remains to get an answer from the provider on your question.

We are really sorry that this is taking so long, but for our part, we cannot influence the speed of the response of the payment provider in any way. You can be sure that we will achieve the best solution for your issue.

Best regards,
Mr.Bet Casino team

Dear Mr Bet support team,

Thank you for the update.
At least we are on the same page now.
The issue is your payment provider, not my bank.
Since 10000€ is not a small amount and his been almost 2 months, I would appreciate a quick resolution from you.
Thank you for your attention to this matter!
Best regards
Holger

Dear LIEBHO14,

We are still waiting for a response from the provider, and we apologize for the fact that this issue takes a long time to resolve.
We require an up-to-date status on the issue from the provider every day. Thank you for understanding! We guarantee that the issue will be resolved, although it requires extra time.

Best regards,
Mr.Bet Casino team

Dear Mr Bet Support Team

I believe I have been patient enough.
Please treat this topic with utmost priority.
It took me 2 days to get the bank statement.
It should not take you much longer.
Let’s please get this done soon.

Best regards
Holger

Dear LIEBHO14,

We still haven't received further comments from the payment provider about your issue. We will need additional time to clarify with the provider the supporting details of the issue.
We also guarantee that you will receive a gift for your waiting after your withdrawal is successful.

Best regards,
Mr.Bet Casino team

Dear Mr Bet team

I appreciate your follow up. I will stay patient until Tuesday.
Thank you for the gift. I am looking forward to it (if I may ask please don’t apply a minimum water as otherwise my planned payout won’t work).
Thanks again
Holger

Hello LIEBHO14,

We're sorry to report this but we still haven't received a response from the payment provider. Most likely, this was influenced by the fact that the payment provider does not process requests on weekends. We will try our best to resolve this issue this week.

Thank you for your patience!

Best regards,
Mr.Bet Casini team

Dear Mr Bet support team

Then let’s get it done this week.

Best regards
Holger

THANK You for the resolution of my topic.
Best regards!!!

Dear All,

We confirm that LIEBHO14 has created 2 withdrawals of 5000 euros each and they are successful on our part.

Thank you so much for waiting! Our support team will contact you regarding the gift.

Best regards,
Mr.Bet Casino team

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.