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Good afternoon to all, I urgently need help. I am having trouble with my account at Mr.bet Casino. For nearly a month now, I've been trying to verify the Astropay payment method on my account. All necessary documentation has been sent multiple times, yet after a review period of 2 to 3 days, they report a verification failure and request for screen captures to be resubmitted. Such screen captures detailing my Astropay account from both the mobile application and the website have already been provided as per their request. Considering their constant denials, I decided to cancel my withdrawals via Astropay and opt for bank transfer, a method which I have already verified. I only chose Astropay because bank transfers often fail and they always recommend using a digital wallet. I initially used Pay4fun but they revoked this method, so I processed a withdrawal through Astropay which went smoothly and was deposited into my Astropay account. However, when I attempted another withdrawal, they required verification of the method. All details including my bank statements, deposits to Mr.bet Casino and screen captures which Astropay instructed me to share for the deposit to Mr.bet have been forwarded. Yet, they have not cleared my account nor do they accept that I withdraw my winnings via bank transfer. I have contacted their support team countless times and they don't seem to know what to advise. I kindly beseech for assistance on this matter. I can provide all the screen captures that might be needed to resolve this issue. Thank you in advance.

Boa tarde a todos preciso de ajuda urgente estou com problemas com a minha conta na Mr.bet cassino estou a quase um mês tentando verificar o metodo de pagamento astropay em minha conta já foi enviado várias vezes tudo o que precisa só que eles analisam por 2 a 3 dias e volta que deu falha na verificação para refazer as captura de tela já foi mandado captura de tela de detalhes da conta astropay do aplicativo e do site pelo computador tudo que eles pediram então de tanto enviar e eles dar falha resolvi que eu ia cancelar os saques via astropay e fazer por transferência bancária onde tenho este método verificado só optei por usar a astropay por que as retiradas via transferência bancária ocorre muita falha eles sempre aconselha usar uma carteira digital eu usava a pay4fun só que eles excluíram este método de mim então foi onde fis um saque pela astropay ocorreu tudo bem caiu na minha conta astropay ae fui fazer outro saque pela astropay pediram a verificação do método foi enviado tudo detalhes da conta, do cartão,extrato bancário de depósitos na Mr.bet cassino tudo captura de telas que astropay me mando do depósito para Mr.bet não tem mais o q eu mandar e eles não libera minha conta não aceitam nem que eu retire meus ganhos via transferência bancária já entrei em contato com suporte deles milhares de vezes e não sabem o que me dizer por favor por gentileza me ajudem Posso fornecer as captura de telas de tudo que precisar para resolver por favor obrigado

Dear rodrigocwb,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and a successful withdrawal? Has the casino approved the rest of your documents?

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

Best regards,

Kristina

Good morning Kristina, how are you, I hope you are well, yes, and the only obstacle, my identity was checked several times, once recently, my driver's license had expired, and a new check was carried out with another document with ID, everything was fine, I continued to receive my earnings normally through my card. digital pay4fun, but a month ago they excluded this withdrawal method from my account, leaving only the methods bank transfer, pix, astropay, jeton wallet, and cryptocurrencies so I decided to choose to withdraw my earnings via pix that this method already it had been verified and I had already used it a few times to withdraw my winnings. More than a while ago, there were many technical failures and in this withdrawal that I made right after they removed the pay4fun wallet, it gave a technical failure. They advised me to use the bank transfer or astropay method. I chose to use bank transfer which I had already checked and used this method a while ago for withdrawals so I created a withdrawal of R$17,900 Brl and Mr.bet casino automatically divided my withdrawal into two, one of R$14,450 Brl and the other in R$3,450 to make it easier for providers to make the payment but they gave the withdrawal of R$14,450 as a technical failure and only paid for the withdrawal of R$3,450 Brl so I chose to use the astropay wallet where I created a withdrawal and everything went fine it fell into my wallet astropay which is already verified by astropay and it reached my bank account and everything was fine, so I created a new withdrawal request through astropay, that's where they asked to verify the astropay payment method where I uploaded all types of documents that the app and the website astropay provides screenshot of astropay account details, astropay account information, astropay card with details, deposit made from astropay to Mr.bet casino, screenshot of all my transactions on astropay and also asked astropay support they gave me they sent a newsletter that they do not provide any type of document other than an astropay deposit slip for Mr.bet casino to also send to them and my screenshots were taken in the astropay app and also on the astropay website on my computer and everything was also sent to them but I'm worried because I honored all my deposits made to Mr.bet I already have a high level in the casino as president of parliament in my profile I have a high value in the casino my balance today is R$1,290,759.66 Brl I'm worried that they deleted the pay4fun wallet that my winnings were arriving correctly and through the other transfer and pix methods there are many technical failures and now that they are making it difficult for the digital wallet that I have available but I hope everything goes well, I appreciate the attention from all of you at the casino guru for helping to resolve this situation, thank you.

Bom dia Kristina como está espero que esteja bem sim e único obstáculo minha identidade foi verificada várias vezes uma foi recentemente que tinha vencido minha carteira de motorista dae foi feita uma nova verificação com outro documento com RG deu tudo certo continuei recebendo meus ganhos normalmente pela carteira digital pay4fun só que a um mês a trás eles excluíram este método de retirada da minha conta assim sobrando apenas os métodos transferência bancária, pix,astropay, jeton wallet, e cripto moedas assim eu resolvi optar por retirar meus ganhos por pix que este método já havia sido verificado e já tinha utilizado algumas vezes para retirar meus ganhos mais de um tempo pra cá estava ocorrendo muitas falhas técnicas e nesta retirada que fiz logo depois que tiraram a carteira pay4fun deu falha técnica eles me aconselharam usar o metodo transferência bancária ou astropay eu optei por usar transferência bancária que também eu já havia verificado e usado este método a um tempo atrás para retiradas então eu criei uma retirada de R$17.900 Brl e o Cassino Mr.bet cassino dividiu minha retirada automaticamente em duas uma de R$14.450 Brl e outra em R$3.450 para facilitar para os provedores realizar o pagamento mais deram como falha técnica a retirada de R$14.450 e pagaram apenas a retirada de R$3.450 Brl assim que optei por usar a carteira astropay onde criei uma retirada e deu tudo certo caiu na minha carteira astropay que já está verificada pela astropay e chegou a minha conta bancaria até ae tudo bem assim criei uma nova solicitação de retirada pela astropay foi onde pediram a verificação do método de pagamento astropay onde eu carreguei todos os tipos de documentos que o aplicativo e o site astropay fornece captura de tela de detalhes da conta astropay, informações da conta astropay, cartão astropay com detalhes, depósito feitos da astropay para Mr.bet cassino, captura de tela de todas as minhas transações na astropay e também pedi para o suporte astropay eles me mandaram um informativo que eles não fornecem nenhum tipo de documento a não ser um comprovante de depósito da astropay para Mr.bet cassino que também envie a eles e as minhas captura de tela foram feitas no aplicativo astropay e também no site da astropay pelo meu computador e também foram enviados tudo a eles mais estou preocupado por conta que honrrei todos meus depósitos feito a Mr.bet já tenho um nível alto no cassino como presidente do parlamento em meu perfil tenho um valor alto no cassino meu saldo hj e R$1.290.759.66 Brl estou preocupado que excluíram a carteira pay4fun que estáva chegando meus ganhos corretamente e pelos outros métodos transferência e pix ocorre muitas falhas técnicas e agora que estão dificultando a carteira digital que tenho disponível mais espero que dê tudo certo agradeço a atenção de todos vocês do cassino guru pela ajuda a resolver esta situação obrigado.

Thank you very much for your reply, rodrigocwb. 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.

Good afternoon, everything is fine, as requested, I have already sent to the address kristina.s@casino.guru some screenshots of communications that I obtained with Mr.bet, I am trying every day to contact them to try to resolve the situation, but I have not been successful yet, I hope that Please help me and hope we can resolve this situation as soon as possible, thank you and a great job.

Boa tarde tudo bem como solicitado já encaminhei para o endereço kristina.s@casino.guru algumas captura de tela de comunicações que obtive com a Mr.bet estou tentando todos dias entro em contato com eles para tentar resolver a situação mais ainda não obtive êxito espero que me ajudem e que possamos resolver esta situação o quanto antes obrigado e um ótimo trabalho.

Thank you very much, rodrigocwb, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear rodrigocwb,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Mr Bet Casino representative to join this conversation and participate in resolving this complaint.

Dear Mr Bet Casino,

Could you state why the player's payment method has not yet been verified?

Thank you in advance for providing the information.

Kind regards,

Stefan

Dear Stefan,

The player's account was completely verified on 2023-11-09

Good morning, yes, correct, after so many attempts, the verification was completed. I've been waiting for almost a month for my withdrawals to arrive in my Astropay account. At the moment, I'm still waiting for nothing.

Bom dia sim correto depois de tantas tentativas a verificação foi concluída so estou no aguardo a quase um mês as minhas retiradas chegar em minha conta Astropay no momento ainda nada mais estou no aguardo .

Dear rodrigocwb,

Did you manage to request a withdrawal? Has the withdrawal been processed?

I am looking forward to your response.

Kind regards,

Stefan

Good evening, yes, after several attempts and insistence, everything went well, the astropay payment method was verified, thank you for the great work and help offered, I thank all of you at Guru casino for your attention, thank you very much to everyone involved, I also thank the staff at Mr.bet casino for their return of the Complaint, I'm happy that the problem was resolved, thank you all, now I'm just waiting for my withdrawals to reach my account.

Boa noite sim depois de várias tentativas e insistência deu tudo certo o método de pagamento astropay foi verificado obrigado pelo ótimo trabalho e ajuda oferecida agradeço a todos vocês do casino Guru pela atenção muito obrigado a todos envolvidos agradeço também ao pessoal da Mr.bet casino pelo retorno da Reclamação estou contente que o problema foi resolvido obrigado a todos agora só aguardar as minhas retiradas chegarem a minha conta.

Dear rodrigocwb,

Please, let me know once you receive the payment.

I am looking forward to your response.

Kind regards,

Stefan

Good afternoon, I am waiting to receive my withdrawals because I requested a withdrawal of more than 20 thousand Brl and the Casino divided my withdrawals into several. I asked why they divide my withdrawals. 100 brl knowing that the withdrawal I created was more than 20 thousand brl still knowing that there is more than half of the past request that I have not yet received and it has been delayed for a long time but I hope that I receive mine as soon as possible because I honored all my deposits that I created, I know they divided it to make it easier for providers, but it is not right for a withdrawal of more than 20 thousand BRL to receive only one of 100 BRL so far.

Boa tarde estou aguardando para receber minhas retiradas pois solicitei uma retirada de mais de 20 mil Brl e o Cassino dividiu minhas retiradas em várias perguntei porque eles dividem minhas retiradas explicam que para facilitar os provedores mais tenho várias retiradas atrasadas ainda por exemplo recebi uma domingo de 100 brl sabendo que a retirada que criei foi mais de 20 mil brl ainda sabendo que tem mais da metade da solicitação passada que ainda não recebi e está atrasada a um bom tempo mais espero que eu receba meus o quanto antes pois honrrei todos os meus depósitos que criei sei que dividiram para facilitar os provedores mais não está certo de uma retirada de mais de 20 mil brl receber apenas uma de 100 brl até o momento.

Dear rodrigocwb,

Thank you for your response and the information provided.

Dear Mr Bet Casino,

Could you state why the player's withdrawal was divided to 100 BRL withdrawals? I have checked your terms and conditions and it looks like the weekly limit is 5000€ and the monthly limit is 15000€. The amount of 19700 BRL is within the weekly withdrawal range. I would like to kindly ask you to pay the player in full.

I am looking forward to your response.

Kind regards,

Stefan

Good morning Stefan,

I contacted the Casino asking for late withdrawals, they advised me to cancel all late withdrawals and create them again using an alternative withdrawal method. I asked for cancellation of all late withdrawals because I was accumulating several late withdrawals per month using the astropay method, today I'm going create a new withdrawal request using a new payment method to see if I can receive my winnings normally without having to go through these inconveniences, thank you.

Bom dia Stefan,

Entrei em contato com o Cassino cobrando as retiradas atrasadas ele me aconselharam eu cancelar todas as retiradas atrasadas e criar novamente usando um método alternativo para saque eu pedi cancelamento de todas as retiradas atrasadas por que estava acumulando várias retiradas atrasadas do mês no método astropay hoje vou criar uma nova solicitação de retirada usando um método novo de pagamento para ver se consigo receber meus ganhos normalmente sem ter que passar por estes transtornos obrigado.

Dear Stefan,

Withdrawal requests are divided into "chunks" for efficient processing by the payment provider. The maximum amount per transaction, or "chunk," is set by the provider and may change. We don't control this process but ensure compliance with provider guidelines.

Dear Mr Bet Casino,

How many transactions were already processed? Is the player able to request multiple withdrawals at the same time?

Is there any payment method which allows the player to withdraw all the funds at the same time?

I am looking forward to your response.

Kind regards,

Stefan

Good Stefan,

As mentioned, I created a new skrill payment method to speed up my earnings, as Mr.bet advised as it was taking a long time to process my withdrawals, on account of the providers to cancel all withdrawals from the astropay method and use an alternative method. I created new withdrawals on 11/22/2023 I am waiting for the verification process of the new skrill method, all the requested documents have already been sent and I am waiting for my withdrawals to be processed.

Bom Stefan,

Como mencionado eu criei um novo método de pagamento skrill para agilidade dos meus ganhos como a Mr.bet aconselharam como estava demorando muito tempo para o processamento das minhas retiradas por conta dos provedores a cancelar todas as retiradas do método astropay e usar um método alternativo eu criei novas retiradas dia 22.11.2023 estou aguardando o processo de verificação do novo método skrill já foram encaminhados todos os documentos solicitados estou no aguardo para que seja processado minhas retiradas.

Dear rodrigocwb,

Thank you for your response and the information provided.

Could you let me know once you receive the payments via skrill?

I am looking forward to your response.

Kind regards,

Stefan

Good morning Stefan,

Understood as soon as Mr.Bet Casino, finish the verification that I have been waiting for a long time and successfully process all my withdrawals payment method skrill notice yes, thank you very much for your attention.

Bom dia Stefan,

Entendido assim que Sr.Bet Cassino, terminar a verificação que estou aguardando a um bom tempo e processar com sucesso todas as minhas retiradas método pagamento skrill aviso sim com certeza muito obrigado pela atenção.

Good afternoon Stefan,

I am here to inform you that Mr.bet Casino has already resolved my account verification situation, it has already been verified and has already started paying me normally. I would like to thank everyone for their attention in resolving my situation and considering this complaint as resolved, thank you very much.

Boa tarde Stefan,

Estou aqui para informar que a Mr.bet Cassino já resolveu a minha situação da verificação da conta já está verificada e já começou a me pagar normalmente quero agradecer a todos pela atenção em resolver a minha situação e dar como resolvido esta reclamação muito obrigado.

Hello rodrigocwb,

Could you let me know once you receive al the funds from the casino?

Thank you very much in advance for providing the information.

Stefan

Good afternoon Stefan,

Informing that Mr.bet casino has already resolved the payment method problem, it has already been verified and is already paying me everything correctly on a weekly basis, everything is ok, thank you for your attention, Mr.bet casino complied and resolved my problem, everything is ok.

Boa tarde Stefan,

Informando que a Mr.bet cassino já resolveu o problema do método de pagamento já está verificado e já está me pagando tudo certo semanalmente tudo certo agradeço pela atenção a Mr.bet cassino cumpriu e resolveu o meu problema está tudo ok.

Hello rodrigocwb,

Could you state how much funds were you able to withdraw out of R$19700?

Thank you very much in advance for providing the information.

Good morning Stefan

As I informed, Mr.bet resolved my payments situation by paying everything correctly, the entire amount of this withdrawal of 19,700 was received last week, thank you very much for your attention, everyone.

Bom dia Stefan

Como informei a Mr.bet resolveu a situação dos meus pagamentos pagando tudo certo foi recebido todo valor deste saque de 19.700 semana passada muito obrigado pela atenção a todos.

Dear rodrigocwb,

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,

Stefan

Casino.Guru