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Mr.Bet Casino - Crypto not credited

RESUELTA

Información sobre las quejas

Casino en conflicto

Mr.Bet Casino

Cantidad

$ 104.48

Akig85 Nueva Zelanda
Publicado el 11 de marzo de 2022

Deposited via the website using my crypto currency ETH. Apparently payment failed and it was not honored or credited to my account. I have documentation and proof the crypto was debited from my wallet, a confirmation email stating a successful transaction from the payment provider Elegro. I also reached out and asked my wallet provider for proof even though I have a receipt of the transaction. Numerous attempts and queries with the customer support team and I keep getting the same copy/paste answers.. "please wait" "our relevant department is looking at it" etc etc.. In my opinion my money was taken from my account successfully, the provider of the transaction Elegro also confirmed it via email but I am penalized because their internal system has apparently failed. If they are unable to get my money back from Elegro then how will I get a refund? They won't just credit my account now even though I have documentation and transactions showing the deposit was successfully completed. I don't know what to do anymore. My wallet provider swyftx checked the domain and suggested I immediately stopped using Mr.Bet as they can see from past transactions there have been nefarious fraudulent activity on the blockchain associated with Mr.Bet. I've have many, many conversations with them now and nothing is being done, nor with any urgency. I am so happy that I did not transferred over more crypto as I initially planned on doing.

Publicado el 11 de marzo de 2022

Hello AKIG85,

Please be informed that we received the answer from the payment provider, your transaction, which is shown on the screenshots, was successfully processed and credited to your gaming balance. Our support managers have informed you about a successful deposit. Also, according to the system, we see that you’ve already used your balance at play. And we hope you enjoyed it!

We apologize for the long processing of your request. It took two days only because we have been waiting for the answer from the end provider. Our support team did their best, but our customer support managers do not process payment information, so we had to forward your request to the billing department.

We are always open to suggestions to improve our service, and solving such issues makes us better for your positive experience.

If you still have questions or requests, our support team is available for you 24/7 via chat or email.

Best regards,
Mr.Bet Casino team

AskGamblers
Publicado el 11 de marzo de 2022

Dear @Akig85,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Akig85 Nueva Zelanda
Publicado el 13 de marzo de 2022

Yes money received after 3 almost 4 days of a deposit.

Even if I wanted to withdraw the money I deposited because I no longer wanted to use it on the casino, once it cleared, I would have lost some of it because of their "withdraw fees".
I've had to go to all this trouble to get help with this. As I've said Elegro emailed me back and said that the money had succeeded so it was just Mr.Bet holding it up for no reason (or no reason that was or had been made clear to me). I was told numerous times from the support staff that they hadn't heard from Elegro. However Elegro emailed me back immediately and said they had already contacted Mr Bet a day ago. So what was that about? Just lies from Mr. BET?
What's the point in having a customer service support chat if they can't credit or process transactions. Every other site I use, when I ask them to process my withdraw they do it and it's done in under 15 minutes.
Anyways, it's a shame because I'm quite a regular user of Mr.Bet.

AskGamblers
Publicado el 14 de marzo de 2022

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.