Mr Bet Casino - Hráčka se snaží vybrat své výhry.

They don't even give me a forecast of when they will pay me, they say that it is now with another department and that they have no forecast.

In the end, they don't pay me, I was without my prize and I still lost the 60 I deposited

I tried to solve it in several ways with them, but without success.

I need help to solve this

Thank you since then

dão nem previsão de quando vão me pagar, falam que agora é com outro departamento e que eles não tem previsão.

No fim das contas, eles não me pagam, eu fiquei sem meu prêmio e ainda perdi os 60 que depositei

Tentei resolver de várias formas com eles, mas sem sucesso.

Peço ajuda pra resolver isso

Obrigada desde então

Dear rsouzaleblon,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if your account has been fully verified? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?

Please understand, that without verifying your account, you won’t be entitled to any withdrawals.

However, I believe we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

thanks for answering

Yes my account is all verified, they do not give me a payment forecast, they claim that they approved the payment, but that it is another department that makes the payment, not them

I've been trying to receive my money since the 07.06th, until my bank statement, they asked me and I sent it and no payment

Now it's been 3 days since they say they sent my complaint to another department, but they can't give me deadlines, and they put it in the payment status as success, and they didn't pay me, 12 days today

Obrigada por responder

Sim minha conta está toda verificada, eles não me dão previsão de pagamento, alegam que eles aprovaram o pagamento, mas que é outro departamento que faz o pagamento, não eles

Estou desde o dia 07.06 tentando receber meu dinheiro, até meu extrato bancario, eles me pediram e eu enviei e nada de pagamento

Agora faz 3 dias que eles falam que enviaram minha reclamação pra outro departamento, mas que não podem me dar prazos, e colocaram no status do pagamento como sucesso, sendo que não me pagaram, 12 dias hoje

Thank you very much, rsouzaleblon, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello rsouzaleblon,

This is Tomas and from now on, I will be taking care of your complaint. First of all, I would like to ask you if this is your first withdrawal, it's quite usual for withdrawals to take approx 14 days to be fully processed and being appeared in your account.

Should be 16 days from your last response now, could you please update us if have you received your winnings already?

I also need to ask, if you have any active balance at the moment and if you still have that withdrawal pending.

Upon situation, Mr Bet Casino's representatives will be invited into this discussion in order to resolve the issue.

Let us know, thank you and best wishes!

Hey, good morning

Today marks 17 days since I've been in the fight and I still haven't received my loot. Yes, it's my first withdrawal and I didn't leave a balance there, since I'm having all this headache to receive my prize.

They told me that they sent me, but I never received anything from them, they sent me a ridiculous receipt and told me to contact my bank, and I did, since I don't want to give them reasons for not paying me... and the answer he was:

"Kamiah P. (- 🇺🇸 -)

June 24 from 2022 09:30 BRT

Hi Roberta, how are you?

We checked here in our system and we didn't receive this transfer informed in the file you uploaded. In order for us to better assist you with the receipt of this transfer, you can ask the company for the bank receipt of the transfer.

The receipt must have the data for sending the amounts and the type of transfer used. This receipt is generated by the company's bank account once the transfer is successfully sent.

You can send it as an attachment here in the email so that we can try to locate this transfer for you.

If you need anything else, we're here.

Hugs,

Kamiah P."

They never sent me any money and they're still telling me to "LOCATE THE TRANSFER" lol

I'm still struggling and I appreciate if you can help me, because apparently they won't pay me.

Oi bom dia

Hoje completam 17 dias que estou na luta e ainda não recebi meu saque. Sim, é o meu primeiro saque e não deixei saldo lá, já que to tendo toda essa dor de cabeça pra receber meu prêmio.

Eles me falaram que me enviaram, só que nunca recebi nada deles, me enviaram um comprovante ridiculo e falaram pra eu entrar em contato com meu banco, e entrei, já que não quero dar motivos pra eles não me pagarem... e a resposta foi:

"Kamiah P. (- 🇧🇷 -)

24 de jun. de 2022 09:30 BRT

Olá, Roberta, tudo bem?

Verificamos aqui em nosso sistema e não recebemos essa transferência informada no arquivo que você enviou. Para que possamos te ajudar melhor com relação ao recebimento dessa transferência, você pode solicitar a empresa o comprovante bancário do envio dela.

No comprovante precisa ter os dados de envio dos valores e o tipo de transferência usada. Esse comprovante é gerado pela conta bancária da empresa assim que a transferência é enviada com sucesso.

Você pode enviar ele em anexo aqui no email para que possamos tentar localizar essa transferência pra você. 

Se precisar de alguma outra coisa, estamos por aqui.

Abraços,

Kamiah P."

Nunca me enviaram dinheiro algum e ainda estão falando pra eu "LOCALIZAR A TRANSFERÊNCIA" rs

Ainda estou na luta e agradeço se puderem me ajudar, porq pelo visto, eles não vão me pagar.

Hi rsouzaleblon,

Thank you for the information. I am sorry to hear that your withdrawal has been delayed.

I will contact the casino now and try my best to resolve the issue as soon as possible.

I would like to invite Mr Bet Casino's representatives to join this conversation and participate in the resolution of this complaint.

Dear Mr Bet Casino, could you please state the reason why the player's withdrawal has not yet been paid out and when can she expect the payment?

Thank you in advance for providing the information.

Kind regards,

Tomas

Dear Tomáš,

The rsouzaleblon's withdrawal request is successful from our side. That means the funds were processed by the payment provider and were sent to the users bank. 

We also provided the user with proof from the payment provider wich indicates that the funds were sent. 

This proof can be used in the bank to lokate the transaction. 

For our part, we are also confused, because we sent the money, they successfully went to the user's account. In this case, we are forced to ask the user for confirmation from the bank that the money was not received and, upon confirmation of the payment provided by us, the bank cannot identify the transaction.

Best regards,

Mr.Bet Casino

Do I have to check again? I've already sent you more than 3 statements, I contacted my bank, who never found your transfer the only thing you didn't send me, was the bank receipt, that the transfer was made, that receipt they sent me, the bank has no way of confirming this transfer

I've been at it for 17 days now, and everything you asked me for I sent, and you don't solve my problem.

Tenho que comprovar de novo? Eu já mandei mais de 3 extratos pra vocês, entrei em contato com meu banco, que nunca achou essa transferência de vocês a unica coisa que vocês não me mandaram, foi o comprovante bancario, que a transferência foi realizada, aquele recibo que me enviaram, o banco não tem como confirmar essa transferência

Já estou nisso a 17 dias, e tudo que vocês me pediram eu enviei, e vocês não resolvem meu problema.

Good Morning

20 days and I didn't receive the 160, nor the bank receipt, proving that they made the transfer... in this story, I'm the only one who's losing money. Very frustrated!

Bom dia

20 dias e eu não recebi nem os 160, nem o comprovante bancário, provando que eles fizeram a transferência... nessa história, só eu que estou saindo no prejuizo. Muito frustrada!

22 days and nothing! I already saw that I took it back... I lost 60 reais, I didn't receive my prize of 160, they don't send me the bank receipt, they don't give me a deadline for payment and they don't solve anything!

Unfortunately

22 dias e nada! Já vi que tomei volta... perdi 60 reais, não recebi meu prêmio de 160, não me mandam o comprovante bancário, não me dão um prazo pra pagamento e não resolvem nada!

Infelizmente

Dear Mr.Bet Casino,

Upon reviewing the whole situation, I would like to ask you to provide us with the proof of the payment that you have already sent to 'rsouzaleblon' as you have mentioned before.

We will check the file so we can investigate further.

Thank you for your cooperation.

Best Regards

Thank you for helping me

Obrigada por me ajudar

I contact them everyday, and they just roll with me

Entro em contato com eles todos os dias, e eles só me enrolam

Good Morning

I still have no prize and no answer.

Since 07/06 trying to make a withdrawal

Bom dia

Ainda estou sem prêmio e sem resposta.

Desde 07/06 tentando fazer uma retirada

Dear rsouzaleblon,

We are very sorry that you have to wait so long for your issue to be resolved. We are currently awaiting additional information from the payment provider that should help us locate the transaction.

We promise you that despite the delay in time, your issue will be resolved.

Best regards,

Mr.Bet Casino

Dear Mr.Bet Casino,

Thank you for participating in the resolution of this issue. We hope that you will obtain the additional information from the payment provider soon, so we can close this complaint to the satisfaction of all parties.

I will now extend the timer for an additional 7 days, please continue to keep us updated on any developments.

Best wishes,

Tomas

Good morning Tomás

I come to inform you that they returned the 160 to my balance, and sent me the following message:

"Hi Roberta,

We are contacting you regarding the withdrawal issue. Our relevant department has verified the issue from our end and we inform you that the payment has been declined by the payment provider. We apologize for the inconvenience and the money has been refunded to your balance.

Please feel free to contact us if you have any further questions we can help you with. Have a good day!

Yours sincerely,

Game Club Manager, Onyx"

I found it very suspicious, at least, since for ONE MONTH, they did everything they could to say that they had already paid me, including a ridiculous "proof" that they sent me, telling me to contact my bank, to now tell me that the payment was declined. But anyway, thanks Tomás for helping me, I'll try to withdraw again, I just hope I don't have to wait another month to get a response from Mr Bet

Thankful

Bom dia Tomás

Venho comunicar que eles devolveram os 160 para meu saldo, e me mandaram a seguinte mensagem:

"Olá Roberta,

Estamos entrando em contato com você sobre o problema de retirada. Nosso departamento relevante verificou o problema do nosso lado e informamos que o pagamento foi recusado pelo provedor de pagamento. Pedimos desculpas pelo inconveniente e o dinheiro foi devolvido ao seu saldo.

Sinta-se à vontade para entrar em contato conosco se tiver mais alguma dúvida em que possamos ajudá-lo. Tenha um bom dia!

Atenciosamente,

Gerente do clube do jogo, Onyx"

Achei no minimo muito suspeito, já que durante UM MÊS, eles fizeram de tudo pra falar que já tinham me pagado, incuindo um "comprovante" ridiculo que me enviaram, falando pra eu entrar em contato com meu banco, pra agora me falar que o pagamento foi recusado. Mas enfim, Obrigada Tomás por ter me ajudado, tentarei fazer a retirada novamente, só espero não ter que esperar mais um mês pra ter um retorno da Mr Bet

Grata

Dear rsouzaleblon,

We assure you that there is nothing suspicious in this situation. Just problems on the side of the payment provider that affect our internal processes and transaction statuses.

We are truly sorry for the difficulties you have experienced. But we also see that after the transaction was returned to your gaming account, you lost the balance. At the moment you do not have an available balance to withdraw funds.

For all the inconvenience, we provide you with another opportunity. We will compensate you for your balance and your account will be suspended for the duration of the withdrawal, this guarantees the successful processing of the payment.

A support representative will contact you shortly. If you do not agree to the suspension of the account, you can at any time tell us through the support service to remove it. But we recommend that you leave this status until the transaction is successfully processed.

Best regards,

Mr.Bet Casino team

My angel, I lost that balance TODAY. Not for a whole month, but anyway, you can suspend the will, after all that, I wouldn't deposit, not even one more dollar on this site.

Thanks for nothing Mr Bet

And thanks to Casino Guru for helping me in this situation.

have a good time

Meu anjo, eu perdi esse saldo HOJE. Não por um mês inteiro, mas enfim, pode suspender a vontade, depois disso tudo, não depositaria, nem mais um real nessa site.

Obrigada por nada Mr Bet

E obrigada ao casino Guru por ter me ajudado nessa situação.

Passar bem

Dear Mr. Bet Casino,

It is very nice to hear that you are willing to compensate the player in this situation. I'd like to ask you to provide us with a little bit more information on what compensation you would like to propose.

Have you considered refunding the player the whole amount that was lost?

Kind regards,

Tomas

Dear Tomáš,

We've compensated the user the whole amount that was lost to her gaming balance, namely 160 R$. Rsouzaleblon made a withdrawal request and now it's being processed by our payment provider. We are thankful for your patience in this matter. 

Best regards,

Mr.Bet Casino team

Goodnight

They sent me the 160, after 35 days, but anyway it was.

Thank you so much for helping me solve this novel.

Thanks

Boa noite

Eles me mandaram os 160, depois de 35 dias, mas enfim foi.

Muito obrigada por ter me ajudado a resolver essa novela.

Obrigada

Dear rsouzaleblon,

I am really glad to hear that! As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system.

Thank you both, rsouzaleblon and Mr. Bet Casino for your cooperation.

Kind regards,

Tomas