Mr Bet Casino - Hráč měl technické problémy se zůstatkem v kasinu.

Hello,

i have a problem and i hope you can help me. I had a balance of €500 and paid it out. After the payout, I suddenly still had a balance of €145 and I was happy because I thought I might have looked at it and used it, but unfortunately lost it. A little later my payout was canceled with the sentences that I have insufficient funds in my account. The €145 was probably a system error and I gambled it away, so only €355 credit left. Well, I even accepted it and told them that I would at least still have the €355 credit. Because my payout is canceled and the money can't be gone if I only lost 3 bets of €30,30,85 each. Well, balance is at 0€ and payout was rejected. Money is just gone and no one can tell me where it went - although the specialists could also see it in my winning history, since I won normally, without free spins bonuses etc.. I hope you help me! Warm greetings

Hallo,

ich habe ein Problem und ich hoffe, dass Sie mir helfen können. Ich hatte 500€ Guthaben und habe dieses ausgezahlt. Nach der Auszahlung hatte ich dann plötzlich weiterhin 145€ Guthaben und ich habe mich gefreut, da ich dachte ich habe mich vielleicht verguckt und dieses auch eingesetzt doch leider verloren. Ein wenig später wurde meine Auszahlung storniert, mit den Sätzen, dass ich zu wenig Guthaben auf meinem Konto habe. Wahrscheinlich waren die 145€ ein Systemfehler und ich habe sie verspielt, also nur noch 355€ Guthaben. Nun gut, habe ich sogar so hingenommen und denen gesagt, dass ich dann ja zumindest die 355€ Guthaben noch habe. Denn meine Auszahlung ist storniert und das Geld kann ja nicht weg sein, wenn ich nur 3 wetten a 30,30,85€ verloren habe. Naja, Guthaben ist auf 0€ und Auszahlung wurde abgelehnt. Geld ist einfach weg und niemand kann mir sagen, wo es hin ist- obwohl die Spezialisten es ja auch in meiner gewinn Historie sehen könnten, da ich ganz normal gewonnen habe, ohne freispiele Boni etc.. ich hoffe, dass Sie mir helfen! Liebe Grüße

Dear nessil,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Can you please read the problem carefully? There was no payout! Warm greetings

Können Sie sich bitte das Problem genau durchlesen? Es hat nämlich keine Auszahlung stattgefunden! Liebe Grüße

Thank you for your reply, nessil. I apologize for the misunderstanding. The first message was automatically generated based on the answers you provided while submitting this complaint.

Do I understand correctly that after the withdrawal was canceled, the money has not been credited back to your casino account?

Yeah right. Although it can also be seen from the history that I still have credit. I withdrew €500 and after the withdrawal I still had €145 balance. I wondered where they came from and played with them and lost the €145. It was a system error from Mr Bet, because I had actually paid out my entire balance (€500). Well, I accepted it but wondered why after the canceled payment at least the difference wasn't available again as a credit. To date, they have not come to a solution. Credit gone, payment cancelled. 😞

Ja, richtig. Obwohl es auch der Historie zu entnehmen ist, dass ich noch Guthaben habe. Ich habe 500€ ausgezahlt und nach der Auszahlung hatte ich immer noch 145€ Guthaben. Ich wunderte mich woher die kommen und spielte damit und verlor diese 145€.. das war ein systemfehler von Mr Bet, denn Eigtl hatte ich mein komplettes Guthaben (500€) ausgezahlt. Naja, ich akzeptierte es aber wunderte mich, warum nach der stornierten Auszahlung denn nicht wenigstens die Differenz wieder als Guthaben zur Verfügung steht. Bis heute kamen die noch nicht zu einer Lösung. Guthaben weg, Auszahlung storniert. 😞

Before proceeding with this complaint, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hello, I did.

they also know very well that something has gone wrong, but they procrastinate indefinitely.

Best regards

Hallo, habe ich gemacht.

die wissen auch ganz genau, dass da etwas schief gelaufen ist, aber sie zögern es unendlich hinaus.

liebe Grüße

Did you receive the documents?

Haben Sie die Unterlagen erhalten.?

Hi?

Hallo?

Thank you very much nessil for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Thanks very much! Hi Peter!

I am aware that at Mr Bet, during a withdrawal request, the funds remain available to play with. Unfortunately, this did not benefit me as I gambled away €145 during a payout of €500. I have the written confirmation from the casino and my history shows that I only used the €145 after my withdrawal. Means: I'm missing the remaining 355€.. I didn't get this paid out, nor did I get it as a credit.. please help me! Warm greetings

Dankeschön! Hallo Peter!

mir ist bekannt, dass bei Mr bet, während einer auszahlungsanfrage weiterhin der Betrag zum Spielen zur Verfügung bleibt. Leider kam mir dies nicht zu Gute, da ich während einer Auszahlung von 500, 145€ verspielte. Ich habe die schriftliche Bestätigung vom Casino und auch meine Historie zeigt, dass ich nach meiner Auszahlung lediglich die 145€ eingesetzt hab. Heißt: mir fehlen die restlichen 355€.. diese habe ich weder ausgezahlt bekommen, noch als Guthaben bekommen.. bitte helfen Sie mir! Liebe Grüße

Hi nessil,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Mr Bet Casino to the conversation to participate in the resolution of this complaint.

Dear All,

We have almost found out the cause of the user's balance problems. But we will need some more time to give a final answer and take action in accordance with the decision of the responsible department.

Thank you in advance for your patience and we guarantee that this issue will be resolved!

Best regards,

Mr.Bet Casino team

Hello,

You have been giving me this answer for 4 weeks! I ask that this matter be given the highest priority. I am only put off with automatic answers from you. I don't think it can take that long for specialists to clarify this issue.

Hallo,

diese Antwort geben Sie mir seit 4 Wochen! Ich bitte darum, dass dieses Anliegen höchste Priorität hat. Ich werde lediglich mit automatischen Antworten Ihrerseits vertröstet. Ich denke bei Spezialisten kann es nicht so lange dauern, dieses Thema zu klären.

Hi all,

Thank you for your replies.

Dear Mr.Bet Casino team,

Since the player has been waiting for a statement for several weeks, I would like to ask you to try and speed up the process if possible. Looking forward to hearing from you soon.

Dear Peter!

The user was refunded the balance of 500 euros. Now the user has an active withdrawal request.

We apologize for the technical balance issues. At the moment everything is fixed.

Best regards,

Mr.Bet Casino team

Thank you Mr.Bet Casino team for the explanation.

Dear nessil,

Can you confirm that your balance was refunded?

Hello,

Yes, I can confirm that - but I'm still waiting for the payouts.. I'm curious if it runs smoothly! Warm greetings

Hallo,

ja, das kann ich zwar bestätigen- allerdings warte ich immer noch auf die Auszahlungen.. bin gespannt, ob das reibungslos läuft! Liebe Grüße

Hi nessil,

Have you received your withdrawals?

I am currently waiting for a slightly larger payout. I would like to leave the case open and ask when I can expect payment.

Best regards

Ich warte derzeit auf eine etwas größere Auszahlung. Ich würde den Fall gerne eröffnet lassen und nachfragen, wann ich mit der Zahlung rechnen kann.

liebe Grüße

Dear All,

We understand the user's request to leave this complaint open to possibly guarantee a successful withdrawal, but this is not necessary as all withdrawals are processed according to our standard flow.

Now the new withdrawal of the user's funds is being processed, and nessil must pass the verification. Please keep in mind that while the withdrawal is being processed, the balance remains active and available for play.

The issue on which this complaint was opened has already been resolved and we see no reason to leave the complaint open. Withdrawal of user's funds in the amount of 500 euros is successful. If you have any problems with the new withdrawal, you can always contact the support service of our gaming club.

Best regards,

Mr.Bet Casino team

Ok, then we close the case and I would like a response via email regarding the new payout. The documents have been submitted!

Warm greetings

Ok, dann schließen wir den Fall und ich bitte um eine Antwort per Mail, was die neue Auszahlung betrifft. Die Dokumente sind nämlich eingereicht!

Liebe Grüße

Hi all,

Thank you for your replies.

Dear nessil,

Just FYI, it wouldn't be a problem to keep the complaint open should there be further issues. However, it seems that the withdrawals are successfully processed. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter