Mr Bet Casino - Povlačenja igrača su odložena u Mr.Bet kazinu.

The casino support itself advised me to submit my complaint to Casino Guru if I was not satisfied with the handling of my withdrawals.

Complaint Regarding Delayed Withdrawals – Mr.Bet Casino

Dear Casino.Guru Complaints Team,

I would like to file a formal complaint regarding Mr.Bet Casino.

The casino support itself advised me to submit my complaint to Casino.Guru if I was not satisfied with the handling of my withdrawals. Therefore, I am asking for your assistance.

I have been waiting for my withdrawals since 1 June 2026. Although the casino has paid several partial withdrawals during this period, I still have €19,000 in pending withdrawals.

Throughout the process, I have contacted customer support and my VIP managers many times. Unfortunately, I have received inconsistent and contradictory explanations for the delays.

Among the reasons I was given were:

High withdrawal volume.

Weekly and monthly withdrawal limits.

Technical problems.

Later, I was informed that the technical problems had been resolved.

I was also told on several occasions that my withdrawals would be processed on specific dates or "shortly", but these promises were never fulfilled.

Most recently, I was informed that my withdrawals of €3,000 and €2,000 had been scheduled for processing on 14 July, but that they were delayed because of a high workload in the finance department.

Despite my repeated requests, I have never received a clear explanation as to why the promised processing dates were not respected.

The casino continues to confirm that my withdrawals are valid and pending, but I keep receiving only general responses asking me to wait.

My account is fully verified, and I have complied with all verification requirements and all applicable casino rules.

I respectfully ask Casino.Guru to investigate this case, help clarify the reasons for these repeated delays, and assist me in obtaining the prompt payment of my outstanding withdrawals.

I can provide screenshots of my withdrawal history, chat conversations, and all correspondence with the casino as supporting evidence.

Thank you very much for your time and assistance.

Kind regards,

Diana

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• What types of games did you play to accumulate the winnings you have been trying to withdraw?
• Did you accumulate these winnings with or without a bonus?
• How many pending withdrawal requests are currently in your account? If possible, kindly send me a screenshot of your transaction history showing the most recent withdrawal requests.
• How long does it usually take for your withdrawals to be processed and paid out?
• Have you tried selecting a different payment method for your withdrawals to see if the transactions would be processed faster?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Dear Veronika,

Thank you very much for your reply and for taking the time to review my complaint.

Please find my answers below:

I played mainly online slot games to win these funds.

These winnings were obtained without an active bonus. They are cash balance winnings.

At the moment, I have several pending withdrawal requests with a total outstanding balance of €19,000. I will attach a screenshot of my withdrawal history showing the pending withdrawals.

According to the casino's terms, withdrawals are subject to weekly and monthly limits. However, my issue is not the limits themselves. My concern is that I have been waiting since 1 June 2026, and despite receiving a few partial payments, the remaining withdrawals have been repeatedly delayed. I was given different explanations, including high workload, technical problems, and payment limits. On several occasions, I was also told that my withdrawals would be processed on specific dates, but these promises were not fulfilled.

I have not tried another withdrawal method because the casino processes my withdrawals via bank transfer, and I have not been advised that changing the payment method would speed up the process.

Thank you again for your assistance. If you require any further information or additional screenshots, I will gladly provide them.

Kind regards,

Diana

"The casino itself advised me to submit my complaint to Casino.Guru, which is why I am now asking for your assistance."

Hello Diana,

Thank you for contacting customer support at the online casino "Mr.Bet".

I would like to inform you that your withdrawal totaling €24,000 is pending via bank transfer. Please note that the requested withdrawal amount will remain active in your gaming account until your withdrawal is approved.

Our department always tries to do everything possible to process your request more quickly. Due to high workload and a large number of requests, it may take a little longer, but we always try to process your request as soon as possible.

You will receive a notification once your payment request has been processed.

If you have any questions, we are available around the clock to answer them. We have a great team here waiting for you.

With kind regards,

VIP manager, Steffi.

5817647

Hallo Diana,

danke, dass Sie den Kunden Support von dem online Kasino "Mr.Bet" kontaktiert haben. 

Ich möchte Sie informieren, dass Ihre Auszahlungen auf dem Gesamtbetrag von 24000 Euro per Banküberweisung ausstehend ist. Bitte beachten Sie, dass das beantragte zum Auszahlen Geld, auf dem Spielkonto als aktiv bleibt, bis Ihre Auszahlung genehmigt ist.

Unsere zuständige Abteilung versucht immer alles Mögliche machen, um Ihre Anfrage schneller zu bearbeiten. Aufgrund der hohen Auslastung und vieler Anfragen kann es etwas länger dauern, aber wir versuchen immer, Ihre Anfrage so schnell wie möglich zu bearbeiten.

Sobald Ihre Zahlungsanforderung bearbeitet wurde, erhalten Sie eine Benachrichtigung.

Wenn Fragen auftauchen, sind wir rund um die Uhr für Sie da, um diese zu beantworten. Wir haben hier ein großartiges Team, das auf Sie wartet.

Mit herzlichen Grüßen,

VIP-Managerin, Steffi.

5817647

2026-07-15 11:47:50

Hello Diana! Thank you for contacting Mr. Bet's VIP Support. We have discussed your issue regarding your pending withdrawals. Your bank transfer withdrawals will continue to be processed according to the applicable limits and order of processing. You will receive an immediate notification as soon as a withdrawal is released. I am very sorry that you had a negative experience on our site. You can submit your complaint to the independent dispute resolution center casino.guru, where gambling industry experts will review your case. Please don't hesitate to contact me directly with any further questions or concerns. I am happy to assist you.

2026-07-15 11:47:50

Hallo, Diana! Vielen Dank, dass Sie sich an den VIP-Support von Mr. Bet gewandt haben. Wir haben Ihr Anliegen bezüglich Ihrer ausstehenden Auszahlungen besprochen. Ihre Auszahlungen via Bank Transfer werden weiterhin gemäß den geltenden Limits und der Bearbeitungsreihenfolge verarbeitet. Sobald eine Auszahlung freigegeben wird, erhalten Sie sofort eine Benachrichtigung. Es tut mir sehr leid, dass Sie auf unserer Seite eine negative Erfahrung gemacht haben. Sie können Ihre Beschwerde beim unabhängigen Schlichtungszentrum casino.guru einreichen. Dort werden sich Experten der Glücksspielbranche mit Ihrem Fall befassen. Zögern Sie bitte nicht, mich bei weiteren Fragen oder Anliegen direkt zu kontaktieren. Ich unterstütze Sie sehr gern.

agent

2026-07-15 07:02:46

Good afternoon, I was informed yesterday that my withdrawal requests for €3,000 and €2,000 should be processed today. However, I have not yet received any payment, nor has the status changed. Could you please investigate why the promised processing has not taken place?

Steffi

2026-07-15 07:02:46

Thank you for contacting Mr.Bet customer service! I'm Steffi and I'm happy to help with your questions 😊

Steffi

2026-07-15 07:02:55

Hello Diana!

Steffi

2026-07-15 07:04:03

Your withdrawals are pending. Due to high workload, this may take a little longer than usual. The requested funds will remain active in your gaming account until the withdrawal is approved. Please be patient as we process your request as quickly as possible. Once approved, the funds will be transferred to the payment provider.

agent

2026-07-15 07:05:42

Thank you for your feedback. Yesterday, I was explicitly informed that my withdrawal requests for €3,000 and €2,000 would be processed today. Today, I received the standard reply again, stating that patience is required due to a high workload. Could you please investigate why the promised processing has not taken place today and why I am receiving conflicting information? I request specific information regarding the status of my two withdrawal requests.

Steffi

2026-07-15 07:09:34

Your two withdrawals are pending. I regret to inform you that due to a very high volume of withdrawal requests, there is currently a noticeable delay. However, I can assure you that our specialist department is working diligently to ensure you receive your winnings as quickly as possible.

agent

2026-07-15 07:10:50

Thank you for your feedback. I understand that delays can occur. However, I was explicitly informed yesterday that my two withdrawal requests of €3,000 and €2,000 would be processed today. Since this has not happened, I would prefer not to receive another general explanation about high workload, but rather a specific explanation as to why the promised processing did not take place and when my two withdrawals will actually be processed. Thank you.

Steffi

2026-07-15 07:14:20

I am truly sorry for the inconvenience. Please be assured that we are doing everything we can to review everything as quickly as possible. I sincerely hope that your winnings will be processed soon.

Steffi

2026-07-15 07:15:36

Do you have any further questions regarding transactions on your gaming account, Diana?

agent

2026-07-15 07:15:37

Thank you for your feedback. I acknowledge your response. I hope that my two outstanding withdrawals will now be processed promptly, as I have already been informed that they are being processed. I will continue to monitor the status of my withdrawals and look forward to the promised processing. Thank you.

Steffi

2026-07-15 07:15:52

Yes, we are doing our best to process your winnings as quickly as possible. I'm sorry it's taking some time. I hope you receive your winnings soon.

Steffi

2026-07-15 07:18:21

Could you please clarify if you have any further questions, Diana?

Agentin

2026-07-15 07:02:46

Guten Tag, gestern wurde mir mitgeteilt, dass meine Auszahlungsanträge über 3.000 € und 2.000 € heute bearbeitet werden müssen. Bis jetzt ist jedoch weder eine Auszahlung eingegangen noch hat sich der Status geändert. Können Sie bitte prüfen, weshalb die angekündigte Bearbeitung nicht erfolgt ist?

Steffi

2026-07-15 07:02:46

Vielen Dank, dass Sie sich an den Mr.Bet-Kundendienst gewendet haben! Ich bin Steffi und ich helfe Ihnen gerne bei Ihren Fragen 😊

Steffi

2026-07-15 07:02:55

Hallo Diana!

Steffi

2026-07-15 07:04:03

Ihre Auszahlungen sind ausstehend. Aufgrund hoher Arbeitslast kann dies etwas länger dauern. Das beantragte Geld bleibt aktiv auf Ihrem Spielkonto, bis die Auszahlung genehmigt ist. Ich bitte um Geduld, da Ihre Anfrage schnellstmöglich bearbeitet wird. Nach Genehmigung wird das Geld an den Zahlungsanbieter überwiesen.

Agentin

2026-07-15 07:05:42

Vielen Dank für Ihre Rückmeldung. Gestern wurde mir ausdrücklich mitgeteilt, dass meine Auszahlungsanträge über 3.000 € und 2.000 € heute bearbeitet werden müssen. Heute erhalte ich erneut die Standardantwort, dass aufgrund hoher Arbeitslast Geduld erforderlich ist. Könnten Sie bitte prüfen, warum die angekündigte Bearbeitung heute nicht erfolgt ist und weshalb ich hierzu widersprüchliche Informationen erhalte? Ich bitte um eine konkrete Auskunft zum Status meiner beiden Auszahlungsanträge.

Steffi

2026-07-15 07:09:34

Ihre zwei Auszahlunen sind ausstehend. Zu meinem großen Bedauern kommt es aktuell aufgrund eines sehr hohen Aufkommens an Auszahlungsanfragen zu einer spürbaren Verzögerung. Ich kann Ihnen jedoch versichern, dass unsere Fachabteilung unter Hochdruck arbeitet, damit Sie Ihre Gewinne so rasch wie möglich erhalten.

Agentin

2026-07-15 07:10:50

Vielen Dank für Ihre Rückmeldung. Ich habe Verständnis dafür, dass es zu Verzögerungen kommen kann. Allerdings wurde mir gestern ausdrücklich mitgeteilt, dass meine beiden Auszahlungsanträge über 3.000 € und 2.000 € heute bearbeitet werden. Da dies nicht erfolgt ist, bitte ich Sie nicht erneut um eine allgemeine Information zur hohen Auslastung, sondern um eine konkrete Erklärung, weshalb die angekündigte Bearbeitung nicht stattgefunden hat und wann meine beiden Auszahlungen tatsächlich bearbeitet werden. Vielen Dank

Steffi

2026-07-15 07:14:20

Es tut mir wirklich leid für die Unannehmlichkeiten. Seien Sie versichert, dass wir unser Möglichstes tun, um alles so schnell wie möglich zu überprüfen. Ich hoffe wirklich, dass die Gewinne bald bearbeitet wird.

Steffi

2026-07-15 07:15:36

Haben Sie noch weitere Fragen bezüglich Transaktionen auf Ihrem Spielkonto, Diana?

Agentin

2026-07-15 07:15:37

Vielen Dank für Ihre Rückmeldung. Ich nehme Ihre Antwort zur Kenntnis. Ich hoffe, dass meine beiden offenen Auszahlungen nun zeitnah bearbeitet werden, da mir bereits mitgeteilt wurde, dass diese bearbeitet werden sollen. Ich werde den Status meiner Auszahlungen weiter beobachten und freue mich auf die angekündigte Bearbeitung. Vielen Dank.

Steffi

2026-07-15 07:15:52

Ja, wir tun wirklich unser Bestes, um Ihre Gewinne baldestmöglich zu bearbeiten. Es tut mir leid, dass es einige Zeit in Anspruch nimmt. Ich hoffe, dass Sie Ihre Gewinne bald bekommen.

Steffi

2026-07-15 07:18:21

Könnten Sie bitte klarstellen, hätten Sie weitere Fragen,Diana?

agent

2026-07-14 14:23:51

Thank you for your feedback. Unfortunately, I'm receiving another standard reply, even though I've already been assured that the technical issues have been resolved and my new withdrawal requests are being processed normally. Since one withdrawal has already been successfully processed, I now request specific information on the current status of my remaining withdrawals. Please tell me: Which withdrawal is currently being processed? Are there any technical or financial obstacles at present? When can I expect the next withdrawal? I request a specific answer and not another generic standard message. Thank you.

Sighvat

2026-07-14 14:23:52

Thank you for contacting Mr.Bet customer service! I'm Sighvat and I'm happy to help with your questions 😊

Sighvat

2026-07-14 14:26:24

Hello, Diana!

Sighvat

2026-07-14 14:27:54

1. Withdrawals of €3,000 and €2,000 via bank transfer. 2. No, not currently. 3. Coming soon. Your request to expedite your withdrawal application has been forwarded to the relevant department. As soon as we receive the information, we will contact you via email or chat.

Sighvat

2026-07-14 14:30:19

Could you please clarify if you have any further questions?

agent

2026-07-14 14:30:42

I was informed yesterday that I will receive my payment today.

Sighvat

2026-07-14 14:31:00

That's correct.

agent

2026-07-14 14:31:32

What is correct?

Sighvat

2026-07-14 14:32:34

Applications for 3,000 and 2,000 euros must be processed today.

agent

2026-07-14 14:32:51

Yes, that's correct. I was informed yesterday that I would receive my payment today. Unfortunately, I haven't received it yet. Could you please investigate why the promised payment hasn't been made?

agent

2026-07-14 14:34:24

Okay, thanks for the feedback.

Agentin

2026-07-14 14:23:51

Vielen Dank für Ihre Rückmeldung. Leider erhalte ich erneut eine Standardantwort, obwohl mir bereits bestätigt wurde, dass die technischen Probleme behoben wurden und meine neuen Auszahlungsanträge regulär bearbeitet werden. Nachdem bereits eine Auszahlung erfolgreich erfolgt ist, bitte ich Sie nun um eine konkrete Auskunft zum aktuellen Status meiner verbleibenden Auszahlungen. Bitte teilen Sie mir mit: Welche Auszahlung wird derzeit bearbeitet? Gibt es derzeit irgendein technisches oder finanzielles Hindernis? Wann kann ich mit der nächsten Auszahlung rechnen? Ich bitte um eine konkrete Antwort und nicht erneut um eine allgemeine Standardmitteilung. Vielen Dank.

Sighvat

2026-07-14 14:23:52

Vielen Dank, dass Sie sich an den Mr.Bet-Kundendienst gewendet haben! Ich bin Sighvat und ich helfe Ihnen gerne bei Ihren Fragen 😊

Sighvat

2026-07-14 14:26:24

Hallo, Diana!

Sighvat

2026-07-14 14:27:54

1. Auszahlungen in Höhe von 3.000 und 2.000 Euro per Banküberweisung. 2. Nein, derzeit nicht. 3. In Kürze. Ihre Anfrage zur Beschleunigung Ihres Antrags auf Auszahlung wurde an die zuständige Abteilung gesendet. Sobald uns die Informationen vorliegen, werden wir Sie per E-Mail oder Chat kontaktieren.

Sighvat

2026-07-14 14:30:19

Könnten Sie bitte klarstellen, hätten Sie noch Fragen dazu?

Agentin

2026-07-14 14:30:42

Es wurde mir gestern mitgeteilt das ich heut meine Auszahlung erhalte

Sighvat

2026-07-14 14:31:00

Das stimmt.

Agentin

2026-07-14 14:31:32

Was stimmt?

Sighvat

2026-07-14 14:32:34

Die Anträge über 3.000 und 2.000 Euro müssen heute bearbeitet werden.

Agentin

2026-07-14 14:32:51

Ja, das stimmt. Mir wurde gestern mitgeteilt, dass ich meine Auszahlung heute erhalten werde. Leider ist bis jetzt keine Auszahlung eingegangen. Können Sie bitte prüfen, warum die angekündigte Auszahlung nicht erfolgt ist?

Agentin

2026-07-14 14:34:24

Ok danke für die Rückmeldung

I have also attached a screenshot showing my original win of €31,748.28 on 1 June 2026. Since then, I have received only partial payments, while €19,000 is still outstanding.

Dear Veronika,

Thank you for your support.

I would like to inform you that today I received one of my pending withdrawals in the amount of €3,000.

However, my complaint is not yet resolved, as €16,000 is still outstanding and waiting to be processed.

I appreciate your assistance and kindly ask you to keep my complaint open until all remaining withdrawals have been paid.

Thank you very much for your help.

Kind regards,

Diana

Dear Veronika,

I would like to provide you with another update.

Today I received another withdrawal of €3,000.

I appreciate the progress. However, my complaint is still not fully resolved, as €13,000 remains outstanding.

Thank you for your continued assistance.

Kind regards,

Diana

Dear agentin.71

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina (martina.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear agentin.71,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Mr Bet Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

Dear Martina,

On 2026-07-06, two withdrawal requests were processed, with a total payout of €5,000.

The subsequent withdrawal schedule is as follows:

• Withdrawal €3,000 – scheduled as 5k/weekly, next WD 14.07. Processed on 2026-07-17
• Withdrawal €3,000 – scheduled as 5k/weekly, next WD 21.07. Processed on 2026-07-21
• Withdrawal €3,000 – scheduled as 5k/weekly, next WD 28.07

Based on the above, it is clear that the payment schedule has been followed. All withdrawals have been processed in accordance with the agreed plan.

The customer submitted withdrawal requests of €3,000 each. As the applicable weekly withdrawal limit is €5,000, once one €3,000 withdrawal has been processed, processing another €3,000 withdrawal within the same week would exceed the weekly limit. Therefore, the remaining withdrawal is scheduled for processing in the following week.

Kind regards,

Mr Bet Team

Thank you Mr Bet Casino for the update!

Dear agentin.71,

Could you please provide us with an update regarding your withdrawals?

It would also be helpful if you could let us know how much of your balance still remains to be withdrawn.

Thank you very much in advance.

Dear Martina,

I would like to make one important clarification regarding the casino's statement.

The casino states that I have submitted withdrawal requests for €3,000 each.

However, this doesn't quite reflect the actual process. I originally wanted to request a single withdrawal of my entire winnings. Mr.Bet's payout system, however, automatically split the total amount into several withdrawal requests of €3,000 each. This split was not my choice.

Furthermore, I have repeatedly asked the casino to at least pay out the full monthly withdrawal limit of €15,000. However, I have not received a concrete answer to this request.

I wanted to clarify this so that the process is presented correctly.

Thank you for your support.

Best regards

Diana

Liebe Martina,

ich möchte noch eine wichtige Klarstellung zur Stellungnahme des Casinos machen.

Das Casino schreibt, ich hätte Auszahlungsanträge über jeweils 3.000 € gestellt.

Das entspricht jedoch nicht ganz dem tatsächlichen Ablauf. Ich wollte ursprünglich meinen gesamten Gewinn zur Auszahlung beantragen. Das Auszahlungssystem von Mr.Bet hat den Gesamtbetrag jedoch automatisch in mehrere Auszahlungsanträge zu jeweils 3.000 € aufgeteilt. Diese Aufteilung wurde nicht von mir gewählt.

Außerdem habe ich das Casino mehrfach darum gebeten, zumindest das zulässige monatliche Auszahlungslimit von 15.000 € vollständig auszuzahlen. Auf diese Bitte habe ich jedoch keine konkrete Antwort erhalten.

Ich wollte dies klarstellen, damit der Ablauf korrekt dargestellt wird.

Vielen Dank für Ihre Unterstützung.

Mit freundlichen Grüßen

Diana

Dear Mr Bet Casino Team,

Thank you for confirming the payments already processed.

Please confirm whether the €3,000 withdrawal scheduled for 28 July has been processed and provide the relevant transaction confirmation.

To avoid further delays, could you please give the player clear and specific instructions on how to structure the remaining withdrawal requests most efficiently? In particular, please clarify:

• What amount should the player request per withdrawal?
• Should the player submit one €5,000 request each week, several smaller requests—for example, €1,000 each—or another combination?
• May multiple requests be processed during the same week, provided their combined amount does not exceed the €5,000 weekly limit?
• How can the player make full use of both the €5,000 weekly and €15,000 monthly limits?
• Should the player cancel or modify any currently pending requests?

Please provide step-by-step instructions that the player can follow to withdraw the remaining funds as quickly and efficiently as permitted under the applicable limits.

We will keep the complaint open until the player confirms receipt of the full outstanding balance.

Thank you very much in advance.

Dear Martina,

We would like to inform you that the EUR 3,000 withdrawal has been successfully processed and is currently showing a Success status on our end.

At present, the customer has EUR 10,000 in pending withdrawal requests, divided into four transactions: EUR 2,000, EUR 3,000, EUR 2,000, and EUR 3,000.

In accordance with the applicable withdrawal limits, the next EUR 2,000 and EUR 3,000 withdrawals are scheduled to be processed next week, between 4 and 7 August.

The remaining EUR 2,000 and EUR 3,000 withdrawal requests are scheduled to be processed during the following week, between 11 and 14 August.

Kind regards,

Mr Bet Team

Thank you Mr Bet Casino Team for the update and cooperation!

Dear agentin.71

Since there is a clear payment plan, I'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.