Been waiting since 3/5/23

Warte schon seit 05.03.23

Dear kollmanter,

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

Hello Leyla!

Thank you for contacting Mr. Bet online casino customer support.

You have contacted us in the email about payment of 500.00 EUR by bank transfer.

As I can see, your withdrawal request is in the "In progress" state. This state means that the withdrawals have been approved from our end, the funds have been debited from your account, but the payment is still being processed by the payment provider. In simple words, it should already be on its way to your bank account.

This process is taking longer than usual at the moment.

I am really sorry that this situation has developed and is causing you inconvenience. I understand your feelings and that you want to get the award you deserve as soon as possible. The revocation was successfully processed on our side. Unfortunately, we have no way of influencing the processing of the payment provider. The relevant department has learned the situation and the transaction will definitely be completed soon.

I ask you to wait a little and thank you for your understanding and patience.

I'm glad you manage to win cool with us, I'm sure it will happen more than once.

Now you say it's not approved and you want me to cancel or other payment method,

There is no other payment method, this is just a normal account

Hallo, Leyla!

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

Sie haben uns im Email wegen Auszahlung 500.00 EUR per Bank Transfer kontaktiert.

Wie ich sehen kann, befindet sich Ihr Auszahlungsantrag im Zustand "In Bearbeitung". Dieser Zustand bedeutet, dass die Abhebungen von unserer Seite aus genehmigt wurden, das Geld von Ihrem Konto abgebucht wurde, aber die Zahlung noch vom Zahlungsanbieter bearbeitet wird. Mit einfachen Worten, es sollte bereits auf dem Weg zu Ihrem Bankkonto sein.

Dies Prozess dauert mehr als üblich im Moment. 

Es tut mir wirklich leid, dass sich diese Situation entwickelt hat und Ihnen Unannehmlichkeiten bereitet. Ich verstehe Ihre Gefühle und dass Sie den Preis, den Sie verdienen, so schnell wie m?glich erhalten m?chten. Seitens unserer Seite wurde der Widerruf erfolgreich bearbeitet. Leider haben wir keine M?glichkeit, die Abwicklung des Zahlungsanbieters zu beeinflussen. Die zust?ndige Abteilung hat die Situation in Erfahrung gebracht und die Transaktion wird definitiv bald abgeschlossen sein.

Ich bitte Sie, etwas zu warten und danke Ihnen für Ihr Verst?ndnis und Ihre Geduld.

Ich freue mich, dass Sie es schaffen, cool bei uns zu gewinnen, ich bin mir sicher, dass es mehr als einmal passieren wird.

Jetzt sagen Sie,es ist nicht genehmigt und ich soll stornieren oder andere Zahlungsmethode,

Es gibt keine andere Zahlungsmethode,das ist ein ganz normales Konto

Dear kollmanter,

Have you received your withdrawal from the casino yet?

No, always the same excuse, it's up to the payment provider, whoever that should be

Nein,immer die selbe Ausrede,liegt am Zahlungsanbieter,wer immer das sein soll

Thank you for your reply, kollmanter. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

Additionally, if there is any other relevant communication between you and the casino, please forward it to [email protected]. Alternatively, you can post it here. Thank you in advance.

Hello, after a long back and forth, Mr.Bet finally said that the BIC was wrong, I corrected it immediately and the money was there within 1 day.

Hallo,nach langem hin und her,hat Mr.Bet dann endlich gesagt,da? die BIC falsch war,habe ich das gleich korrigiert und innerhalb 1 Tages war das Geld da.

Dear kollmanter,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

www.kpvfaw.com