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Hello, I have been waiting for my money to be paid in the casino since March 21, it is a withdrawal that has already been reviewed by the casino, however, it has been longer than the established period that they indicate and so far they have not deposited me.

Hola llevo del 21 de Marzo esperando que me paguen mi dinero en casino, es un retiro que ya fue revisado por el casino sin embargo llevo mas del plazo establecido que ellos indican y hasta el momento no me han depositado.

Dear Milluz2022,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that the withdrawal is still pending inside your account without being processed? 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?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but more than a month is unusually long time.

However, 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,

Petronela

PS: Could you please advise if the withdrawal from your previous complaint has been received?

My withdrawal was processed on March 21 and to date it has been processed, the casino indicates that it is the server that generated the transfer or payment to my account that has not made the payment effective. My account is already verified and they have already I have made deposits, I understand the time issue, 1 week is prudent and I have waited for that time but now I am going to be a month old and it is always the same answer, wait for the server..

Mi retiro se procesó el 21 de Marzo y hasta la fecha sale procesado, el casino indica que es el servidor de generar la transferencia o pago a mi cuenta el que no ha hecho efectivo el pago.Mi cuenta ya está verificada y antes ya me han hecho dépositos, entiendo el tema de los tiempos 1 semana es prudente y he esperado ese tiempo pero ahora ya voy a cumplir un mes y siempre es la misma respuesta, esperar al servidor..

Hello, I would like to know if there is any news regarding my withdrawal pending from March 21.

Hola quisiera saber si hay alguna novedad respecto a mi retiro pendiente desde el 21 de Marzo.

Thank you very much, Milluz2022, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.  

It has not yet been resolved, on May 21 I completed 1 month of not being paid my withdrawal, I requested that they generate the return of the money withdrawn again to my account to generate a new withdrawal and that is what I am, now waiting for the withdrawal to be returned to me to my account and wait maybe how long.

Greetings

Aún no se resuelve, el 21 de mayo cumplí 1 mes de que no me pagarón mi retiro, solicité que me generarán la devolución del dinero retirado nuevamente a mi cuenta para generar un nuevo retiro y en eso estoy, esperando ahora que me devuelvan el retiro a mi cuenta y esperar quizas cuanto.

Saludos

Hello there,

Thank you Milluz2022 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Mr Bet Casino for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

Thank you!

The casino throughout the month was indicating to me that they had released the money to the server and it was the server who did not pay and that I simply had to wait, on Friday they offered me to return the money and make a new request for money, which until Date the money has not been returned to generate a new withdrawal. Now perhaps the longer they will make me wait. It is worth mentioning that before the server had made me deposits taking a maximum of 5 days but this withdrawal took 1 month and nothing.

El casino durante todo el mes me estuvo indicando que ellos habian liberado el dinero al servidor y era el servidor quien no pagaba y que simplemente debía esperar, el día viernes me ofrecieron devolver el dinero y hacer una nueva solicitud dr dinero, cosa que hasta la fecha no se ha devuelto el dinero para generar un nuevo retiro..Ahora quizas cuanto mas me harán esperar.Cabe mencionar que antes el servidor me había hecho dépositos tardando como máximo 5 días pero este retiro pasó 1 mes y nada.

Dear Milluz2022,

We understand your frustration regarding the processing of your withdrawal request since March 23, 2023.

After investigating the matter, we have confirmed that our billing department has indeed made a request to the payment provider to cancel the withdrawal request. This should allow you to create a new withdrawal request, providing you with an opportunity to select a more suitable payment method, such as bank transfer, as soon as the funds return to the game account.

We apologize for any inconvenience caused and appreciate your patience and understanding in this matter. processes.

Best regards,

Mr.Bet Casino team

Hello, indeed I made that option and to date nothing has been returned to me, and I have been waiting for 5 days.

Hola, efectivamente realicé esa opción y hasta la fecha nada no me han devuelto el retiro y ya llevo 5 días de espera.

Dear Milluz2022,

According to the information from the internal logs the withdrawal request was canceled 2023-05-01  and the funds were returned to the gaming balance.

Best regards,

Mr.Bet Casino team

Dear Milluz2022,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.