MrPay9 Casino - Player’s withdrawal has been denied.

Hello,

I am submitting a complaint regarding my account with MrPay9.

I deposited and played on the site and accumulated a balance of approximately AUD $5,000. After requesting withdrawal, my payout was not approved in full. Instead, I was informed that I was only eligible for a small rebate of my intial deposit of 50 which I do not consider to be a fair resolution based on my gameplay and deposits.

I have attempted to resolve this directly with the casino support team. However, they have stated that their offer is final and that no further adjustment will be made.

I believe this outcome is unfair and I am requesting a full review of my case, including:

My deposit history

My wagering activity

The application of any bonus or wagering rules used to justify the decision

I am not seeking to escalate emotionally, but I believe the situation has not been resolved fairly and I am asking for an independent review.

I am willing to provide any additional screenshots or account details required.

Kind regards,

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Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Mrpay9 Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your account accessible? Can you log in?
• Did you achieve your current balance with the help of a bonus?
• Could you please specify when the incident happened?
• Could you please share with me your communication with the casino regarding the accusations made against you? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

So I played with no bonuses at all and. It happened the other day I have screen shots and recordings

I can still access that site but I have again just had Aussie bet do the same thing they paid out 8 or 9 grand them refused to pay out the remaining 31 grand no reason and locked me out of account I'm traumatic

I have all screenshots of proof please help me get a percentage at least back I earnt this fair and square

How long will this possibly take to be resolved please

Hi

Just wondering can I please have a update. On what happens next please thanks so much

Can I please have a update

Thank you for your patience. We currently have hundreds of active complaints, and we strive to reply as soon as possible within the designated time of 7 days.

So far, you shared a screenshot of the casino informing you that the deposit was returned.

• Could you please share with me your communication with the casino where they accuse you of breaking any rules, or explain why the winnings were cut or confiscated? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Thanks in advance for your reply.

I need this actioned what happens when U run out of mins on the complaint?

Hello Beliza90,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Ok so just wait I guess

Dear Beliza90,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Samuel (samuel.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear Beliza90,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from MrPay9 Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear MrPay9 Casino,

Please provide detailed information regarding the player’s issue. In particular, we need a clear and specific explanation of the reasons for the withdrawal rejection or confiscation of winnings, including the exact rule or clause applied and how it was breached in this case.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

I was told my bet was higher then what I deposited and they forfeit my winnings unfairly I believe there system should notified or something I'm a very loyal player to this casino and had huge wins it's. Unfair as I already nearly that same day had another casino aussiebt take 30 grand and won't face or resolve my winnings there either.

Surly we can come to a agreement as I am a loyal VIP player the amount I deposited is very high surely U can please pay out my balance of 5 grand or at least half of this please I'm a good person who is now struggling from these two. Large amounts taken. Forfeit for false reason I have never had or hers of prior to that day

Dear Beliza90,

thank you for your message and for sharing your perspective on the situation.

At this stage, I also have not received any further clarification from the casino beyond the live chat communication, so we are still waiting for an official statement here in the complaint thread.

Could you please also confirm whether MrPay9 Casino has contacted you via email or provided any written explanation outside of live chat? This may help us get a clearer picture of the communication history.

Thank you for your cooperation.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Beliza90,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Samuel

Casino Guru