Mr Bet Casino - Pelaajan kotiutus viivästyy itsensä asettaman pelikiellon vuoksi.

I can't get my money back.

They made me a payment of 40,000 a month or so ago, telling me that the rest of the amount would be paid monthly, that I could not exceed 6000€ per month. I do not have access to the account because I chose to be self-excluded. How can I recover my balance if I no longer have access to the account?

Nu îmi pot recupera banii

Mi-au făcut o plată de 40.000 acum o luna și ceva,zicându-mi ca restul sumei se va eșalona lunar , ca nu pot depăși 6000€ pe luna. Nu am acces la cont deoarece am ales să fiu autoexclus.Cum îmi pot recupera soldul dacă nu mai am acces la cont

Hello,

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

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

• Could you please specify when was the last time you received a payout from the casino?
• Could you please specify whether the self-exclusion was permanent or temporary? When has the casino activated the self-exclusion of your account?
• Have you contacted casino support regarding the issue and asked for assistance? What advice have you received? 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

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Dear bebebebytza22,

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.

Hello

I have emailed you all the conversations with the casino, absolutely everything you asked me to do.

Bună ziua

v-am transmis pe e-mail toate conversațiile cu cazinoul, absolut tot ce mi-ați cerut.

I apologize for any misunderstanding; however, no correspondence between you and the casino reached me.

Kindly forward emails or chat transcripts you exchanged with casino support, so we may better understand the situation.

If you haven't contacted the casino regarding the matter, I recommend you contact them first. If you won't be able to resolve the issue with support, save your conversations with them and send them to me for review.

Thanks in advance for your cooperation.

Dear bebebebytza22,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru

We’ve reopened this complaint at the request of the player. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Hello Mr. Thomas,

I am writing to you regarding our last discussion about recovering my balance (self-exclusion through O.N.J.N). The date (09.10) when the casino promised to resolve this situation has already passed, and I am still waiting for a response regarding my account and the deposit of funds into it.

I tried to contact them by sending two emails, but I have not received any response.

Please help me by trying to contact them and resolve this issue once and for all.

Thank you.

I apologize for any misunderstanding; however, for us to continue the complaint, we need evidence to support your claims.

Kindly send me the communication between you and casino support regarding the self-exclusion of your account and your requests for payouts.

Send this information to my email at tomas@casino.guru

I apologize; however, no communication between you and the casino was provided from your part since the start of the complaint despite multiple requests for supporting evidence.

Without proof of the incident taking place, we won't be able to contact the casino, and the complaint will be closed as a result. If you decide to provide us with the evidence, send it to my email and request that the complaint be reopened. Without a bare minimum of proof, we are powerless in confronting the casino regarding your issue.

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.