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Today I asked where my money was. Please see the conversation transcript for the rest.

I received a 100-spin free game at Mr Bet and won about €100. I then played many other games and won €1,900 over the course of the day (after hours of playing). My bonus balance was converted into real money, so I was able to cash out my winnings. No sooner said than done. Today I asked where my money was. Please see the conversation transcript for the rest.

Heute fragte ich nach, wo mein Geld bleibt. Den Rest entnehmen Sie bitte dem Gesprächsverlauf.

Ich habe bei Mr Bet ein Freispiel mit 100 Spins erhalten und dabei etwa 100 Euro gewonnen. Anschließend habe ich noch viele andere Spiele gespielt und im Laufe des Tages 1900 Euro gewonnen (nach stundenlangem Spielen). Mein Bonusguthaben hat sich in Echtgeld umgewandelt, sodass ich mir den Gewinn auszahlen lassen konnte. Gesagt, getan. Heute fragte ich nach, wo mein Geld bleibt. Den Rest entnehmen Sie bitte dem Gesprächsverlauf.

Dear juditladi,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I have checked the terms and conditions, and this is what I found:

"7.9. The maximum winnings/profit from No-Deposit Free Spins, all No-Deposit bonuses and all additional bonuses to Achievements allowed for withdrawal, is limited to €50 or currency equivalent unless stated otherwise. We reserve the right to reduce your balance to an amount exceeding the aforementioned €50 winning limit from No-Deposit Free Spins and bonuses. This reduction may occur immediately after a win or upon your request for withdrawal of the corresponding winnings. In order to withdraw winnings from the free bonus, you need to make 1 successful deposit."

I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.

Just to clarify, was the €100 you won after you completed the wagering requirements for the winnings from the free spins?

If there is any additional information that would support your case, please do not hesitate to contact us. Thank you for your understanding.

Best regards,

Dominika

Please don't be mad, but I'm really upset. I played a bonus game with 100 spins and won about €100. I then kept playing until the bonus balance converted to real money (€500). I then requested a withdrawal of €400. After that, I deposited €50 and won €1,100. On March 15, I wanted to withdraw the €1,100. However, on March 16, you decided to combine the withdrawal requests of €400 and €1,100 and debited €1,800. I thought the withdrawal was processed, but no, it was deleted! Without warning, just gone. And this is supposed to be legitimate? You take huge amounts of money from me, and when it comes to withdrawing, no one contacts me to say something is wrong, even though everything was fine. I honestly won the money, and you basically stole it from me!

Bitte seien Sie nicht böse, aber ich bin wirklich verärgert. Ich habe ein Bonusspiel mit 100 Spins gespielt und dabei etwa 100 Euro gewonnen. Anschließend habe ich weitergespielt, bis sich das Bonusguthaben in Echtgeld umgewandelt hat (500 Euro). Ich habe dann 400 Euro zur Auszahlung beantragt. Danach habe ich 50 Euro eingezahlt und 1100 Euro gewonnen. Am 15.03. wollte ich die 1100 Euro auszahlen lassen. Am 16.03. haben Sie jedoch entschieden, die Auszahlungsanträge von 400 und 1100 Euro zusammenzufassen und 1800 Euro abzubuchen. Ich dachte, die Auszahlung sei erledigt, aber nein, sie wurde gelöscht! Ohne Vorwarnung, einfach weg. Und das soll seriös sein? Sie nehmen Unmengen Geld von mir und wenn es ums Auszahlen geht, kontaktiert mich niemand, um zu sagen, dass etwas nicht in Ordnung ist, obwohl alles seine Ordnung hatte. Ich habe das Geld ehrlich gewonnen und Sie haben es mir quasi geraubt!

I sent two more photos with the payment history.

Ich habe noch den zwei Fotos mit dem Zahlungsverlauf geschickt.

Dear juditladi, kindly request your game history in Excel format from the casino and forward it to my email address at dominika.l@casino.guru. Please advise the exact time of the incident.

All right, I'll do it 🙂 Thanks in advance.

Alles klar, mache ich 🙂 Vielen Dank vorab.

Dear juditladi, have you received your game history in Excel format from the casino, please?

Hello Dominika,

I sent you the statement from Mr. Bet to your email address, but unfortunately I didn't receive everything I requested.

Best regards

Judith L.

Hallo Dominika,

ich habe Ihnen an Ihre Mailadresse den Auszug von Mr. Bet geschickt, leider habe ich nicht alles bekommen was ich angefordert habe.

Liebe Grüße

Judith L.

Thank you very much, juditladi, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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 Dominika,

Thank you very much for your time and effort and I hope for a positive outcome.

LG Judith L.

Liebe Dominika,

vielen Dank für Ihre Zeit und Mühe und ich hoffe auch auf einen positiven Verlauf.

LG Judith L.

Hello juditladi,

I'm Michal, and I have taken over your complaint. I have examined your case and would like to highlight that it is quite typical for winnings derived from free spins to be subject to a maximum win or withdrawal limit. This policy is prevalent in most casinos, meaning that any winnings exceeding this limit from free spins will be reduced, and only the maximum winnings/profit from free spins will be available for withdrawal as specified in the bonus rules. It is important to understand that the amount you have wagered beyond the required wagering conditions of the free spins and the profits you have accrued do not influence this rule; it remains in effect until you withdraw your winnings. This is a standard practice within the industry, and similar rules can be found in almost all casinos. I will contact the casino to shed more light on this matter.

We would like to invite Mr Bet Casino to join the conversation.

Dear Mr Bet Casino,

Can you please clarify the course of events? I would appreciate it if you could send me the complete game log for the player, including details of the bonus and deposit history and the game played while the bonuses were active in XLS format at michal.k@casino.guru.

Thank you in advance.

Hello Michael,

Thank you very much for the explanation. It may be that the bonus games have rules. However, what I don't understand as a customer is why bonus games are offered if you're not allowed to win with them. Moreover, I certainly didn't win €1,900 in the bonus game, but a maximum of €100 (I can't remember exactly). It's clearly visible whether it's bonus credit or real money, as bonus money cannot be withdrawn. The €400 I wanted to withdraw was earned with the bonus game and was certainly wagered as many times as the rules require, as you can see when bonus money becomes real money. After that, I deposited €50 and won €1,100 with that amount. It's cheeky to summarize and delete everything, and ultimately, my account was blocked, meaning I can no longer access my data. They can keep the €400, but they certainly can't keep the €1,100 I won with my money.

Best regards

Judith L.

Hallo Michael,

vielen Dank für die Erläuterung. Es mag sein, dass die Bonusspiele Regeln haben. Was ich als Kunde jedoch nicht verstehe, ist, warum Bonusspiele angeboten werden, wenn man damit nicht gewinnen darf. Zudem habe ich sicher keine 1900 Euro beim Bonusspiel gewonnen, sondern maximal 100 Euro (ich weiß es nicht mehr genau). Es ist eindeutig ersichtlich, ob es sich um Bonusguthaben oder Echtgeld handelt, da Bonusgeld nicht zur Auszahlung gebracht werden kann. Die 400 Euro, die ich auszahlen wollte, waren mit dem Bonusspiel erspielt und sicher so oft umgesetzt, wie es das Regelwerk verlangt, da man sieht, wann Bonusgeld zu Echtgeld wird. Danach habe ich 50 Euro eingezahlt und mit diesem Betrag 1100 Euro gewonnen. Es ist frech, alles zusammenzufassen und zu löschen, und letztendlich wurde auch noch mein Konto gesperrt, sodass ich auf meine Daten nicht mehr zugreifen kann. Sie können sich die 400 Euro behalten, aber die 1100 Euro, die ich mit meinem Geld gewonnen habe, sicher nicht.

Liebe Grüße

Judith L.

Dear Michal,

We have sent all relevant evidence regarding the case to your email address. We would be grateful if you could review the materials and let us know if anything else is needed.

Thank you for your email and provided evidence Mr Bet Casino Team.

Dear juditladi,

After reviewing your game log it was established that all your winnings steamed from a previous no deposit / free spin bonus, specifically the 100 Free spins that even you mentioned. Thus this rule applies:

7.9. The maximum winnings/profit from No-Deposit Free Spins, all No-Deposit bonuses and all additional bonuses to Achievements allowed for withdrawal, is limited to €50 or currency equivalent unless stated otherwise. We reserve the right to reduce your balance to an amount exceeding the aforementioned €50 winning limit from No-Deposit Free Spins and bonuses. This reduction may occur immediately after a win or upon your request for withdrawal of the corresponding winnings. In order to withdraw winnings from the free bonus, you need to make 1 successful deposit.

In your case, the maximum amount that you could receive / cash out is €100. You have agreed to the casino's terms and conditions when you registered your account. With that in mind, the casino team appropriately adhered to the guidelines by capping your winnings at the maximum allowable amount from the No-Deposit Free Spins, which is €100. It is important to understand that the amount you have wagered beyond the required wagering conditions of the Free spins and the profits you have accrued does not influence this rule; it remains in effect until you withdraw your winnings. This is a standard practice within the industry and similar rules can be found in almost all casinos.

Moreover, the deposit of €50 was done by you only because you wanted to withdraw the winnings from the free spins; it was not just a simple real money deposit without any "strings attached," because if it was, this situation would most likely not have occurred and you wouldn't submitting this complaint.

Even though you gained more winnigs after you deposited the €50, the funds still steamed from the No-Deposit Free Spins, thus again as I mentioned the maximum win / maximum cash-out limitation rule still remained in effect.

I understand that this response might not align with your expectations, but the casino team acted in accordance with their rules, to which you agreed when you created your account.

It is completely within your rights to hold your opinion on this matter, and I respect that. However, it does not change the reality that the casino team has acted in line with their established rules.

I trust this explanation has provided enough clarity. Please inform me if I may proceed to mark this case as addressed/clarified or if you require further assistance with anything else.

Hello Michael,

First of all, thank you for the explanation. Yes, the answer is definitely unsatisfactory. First, I didn't deposit the €50 to withdraw the winnings. As you can see from the history, before depositing the €50, I requested withdrawals, which, according to the log, failed. These were earned with the bonus, and so I could continue playing, I deposited the €50 and then won the €1,100. Mr. Bet then added up the amounts and deleted everything except €100. If a bank did that, it would certainly be committing a criminal offense, and a casino is nothing more than a bank. I would have understood if one of them had contacted me and said, "Sorry, but..." But that didn't happen. I don't care what you do at this point; I will definitely take action against this casino, even if it's the last thing I do. From what I see, you seem to believe the casino acted legally. I can list several reasons why that's not the case. But no matter, now they'll have to pay not just the 1,100 euros, but everything I've ever spent in that casino. I'm tempted to settle it through you, but that seems like a waste of time and energy. I'm getting a lawyer involved.

Hallo Michael,

zuerst danke für die Erläuterung. Ja, die Antwort ist definitiv nicht befriedigend. Erstens habe ich die 50 Euro nicht eingezahlt, um den Gewinn auszahlen zu lassen. Wie man am Verlauf sehen kann, habe ich vor der Einzahlung der 50 Euro Auszahlungen beantragt, die laut Protokoll fehlgeschlagen sind. Diese waren mit dem Bonus erspielt worden und damit ich weiterspielen konnte, habe ich die 50 Euro eingezahlt und dann die 1100 Euro gewonnen. Mr Bet hat dann die Summen zusammengerechnet und bis auf 100 Euro alles gelöscht. Wenn das eine Bank machen würde, würde diese sich mit Sicherheit strafbar machen, und ein Casino ist nichts anderes als eine Bank. Ich hätte es noch verstanden, wenn mich einer von denen angeschrieben hätte und gesagt hätte: "Sorry, aber...". Das ist aber nicht geschehen. Mir ist mittlerweile egal, was Sie machen, ich werde definitiv gegen dieses Casino vorgehen und wenn es das Letzte ist, was ich tue. So wie ich das sehe, sind Sie anscheinend der Meinung, das Casino hat rechtens gehandelt. Ich kann einige Punkte aufzählen, warum das nicht der Fall ist. Aber egal, jetzt werden die nicht nur die 1100 Euro bezahlen müssen, sondern alles, was ich je in diesem Casino ausgegeben habe. Ich bin versucht, es über euch klären zu lassen, aber das scheint verschwendete Zeit und Energie zu sein. Jetzt schalte ich einen Anwalt ein.

Dear juditladi,

While you certainly have the right to not agree with our conclusion, and of course, you are free to take your complaint further, but as I have explained, your winnings stemmed from the 100 Free spins bonus. You had no real money in your balance when you claimed the free spin bonus. Although it is true that you deposited real money at the later stage, this was even mandatory to access the winnings from the Free Spins, as outlined in rule 7.9. However, as I have explained above, your deposit of €50 was not just a simple real money deposit without any "strings attached", because if it was, this situation would most likely not have occurred, and you wouldn't have submitted this complaint.

Your funds from the Free Spins were still active, and once you made the €50 deposit, your account contained mixed funds. Nevertheless, the rule of the maximum amount you can cash out, which is €100, remains applicable until you fully withdraw your winnings. All your winnings simply stemmed from the 100 Free spins bonus. The €50 deposit was not a "clear" deposit to an empty balance; that's why the rule 7.9. was still active. This is a standard practice within the industry, and similar rules can be found in almost all casinos.

I agree that it would have been helpful for casino support to communicate this rule more clearly. However, it is ultimately the player's responsibility to familiarize themselves with the rules. You accepted these terms when you registered your account and claimed the bonus.

I wish I could provide you with more favourable news, but as I mentioned earlier, the casino team has acted in accordance with their established guidelines.

With all this being said, I'm forced to close this complaint as rejected. I am sorry we could not be of more help on this occasion.

I can only recommend you carefully review and understand the bonus rules before claiming them in the future to prevent any similar disappointments.

Should you encounter any issues with this or any other casino in the future, please feel free to reach out to us, and we will try our best to help.

Best regards,

Michal

Casino Guru