Mr Bet Casino - Pelaajan voitot takavarikoidaan automaattisesti lisätyn bonuksen vuoksi.

I played on this platform with real money. A bonus was activated automatically, without me clicking, accepting, or confirming anything. Normally, a player must actively choose a bonus — here it was applied by default, without clear notice.

At no point was I clearly informed that a bonus was active. Only after I had already played and increased my balance to around €1,300 did support tell me that a bonus had affected my winnings.

After the damage was already done, support offered to deactivate the auto-bonus, which clearly proves that it should not have been active in the first place. However, deactivating it after the winnings were restricted does not undo the financial damage.

On top of that, several support responses were dismissive and borderline disrespectful, suggesting things like I should be "happy with the experience" or that losing access to €1,300 was somehow acceptable because I still had around €65 left.

This is not transparency, not fair play, and not proper customer treatment. Players should be aware that automatic bonuses can be applied without consent and later used to limit or remove real-money winnings.

I strongly advise others to be extremely cautious when playing here

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Dear Vss222,

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

In order to assist you better and fully understand the situation, could you please provide more information by answering the following questions?

• Were there any terms and conditions displayed before you started playing that mentioned the auto-activated bonus?
• Do I understand correctly that you did not notice any pop-up notifications informing you that a bonus was activated or that wagering requirements or a reduction of winnings applied while you were playing?
• How/When did you come to know that a bonus had been applied to your account?
• Was it a free (no deposit) bonus?

Thank you in advance for your reply.

Best regards,

Petra

Dear Petra,

Thank you for your assistance. Here are the answers to your questions, based on the evidence I have from my transaction history and chat logs:

1. Were there any terms displayed before playing?

No. There were no terms displayed. My account history shows that the "Lucky Chance Bonus" was activated on 2026-01-05 at 15:54. This happened exactly at the moment I cancelled a 50 EUR withdrawal to continue playing with my real money. I was never asked to accept any terms for this specific bonus.

2. Did you notice any pop-ups or notifications?

No, I did not receive any pop-ups or notifications. I played for hours with my balance, which grew to over 1,300 EUR. At no point was I informed that my real money had been "converted" into bonus money or that a winning cap was active.

3. How/When did you come to know about the bonus?

I only found out when I saw that 1,136.86 EUR had been deducted from my account under the label "Bonus correction" on January 5th. When I contacted support, the agent "Leah" admitted in the chat: "The bonus was credited automatically" and "You don't need to activate the bonus yourself". I have screenshots of this admission.

4. Was it a free (no deposit) bonus?

The casino claims it was a 15 EUR free bonus from 2026-01-03. However, my history proves that the actual deduction happened because of the "Lucky Chance Bonus" forced on me on 2026-01-05. I played for two days without any restrictions between these dates.

Important: The Casino is dodging my questions

I have confronted the support multiple times about why the "Lucky Chance Bonus" was activated on January 5th without my consent. They intentionally avoid this question and keep referring to the old bonus from January 3rd to justify the deduction. They are trying to hide the fact that this new bonus was used as a tool to cap my winnings after I hit a large amount.

The support even told me I should be "happy" to have won 65 EUR (their capped limit) and that I gained "experience" instead of my 1,300 EUR. I find this highly predatory and deceptive.

Best regards,

Valentin

Thank you for your reply and for providing the previous details, Vss222.

• Could you please provide us with your game history?
• Could you please provide any screenshots or other evidence of the bonus being granted, if available?
• Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Thank you very much. I will send two parts as there are quite a few pictures.

Thank you very much for your help. If you need anything else, please just let me know. 

Vs

Part1

I'm sorry, it's in German. But as you can see, I activated a bonus on January 3, 2026, which I immediately gambled away, thus ending the bonus. I had €309 in my account because the payout took too long, so I gambled away all but €50, and with the last €50 I won €1,300.

But as you can see, since I only had €50 left in my account, I took the bonus offered by Lucky Chance. However, it was activated without my consent. 

When I wanted to cash out, the amount was deleted and it was based on the bonus from the 3.1 that I had already spent. 

In this screenshot, they say that I benefited from winning €65 and that I should consider myself lucky. When I asked if this is serious normally have won €1,300. She then said that I should consider myself lucky to have won €65 and gained experience for free. 

I asked her if there was a bonus that was automatically assigned without you knowing about it. She said yes, there is, and if I want, she can deactivate it. 

Part 2.

She reiterates that it is a free gift bonus and explains the sales regulations.

But as I said, I didn't know about that. 

Here, support confirms that the bonus will be assigned automatically.

Here you can see that I tried to withdraw the amount. So the bonus amount is long gone, otherwise the amount should have been debited already. Could you check it again? This is all very strange. 

Dear Vss222

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 Mirka (miroslava.d@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,

Petra

Thx 🙂

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Mr Bet Casino representative to join this conversation.

Dear Mr Bet Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Dear Mirka,

The bonus was activated by the player independently, in accordance with the bonus terms and conditions. As the offer included a withdrawal cap, the player’s balance was automatically adjusted by the system.

Thank you for your reply, but as you can see above, I activated the bonus two days earlier. Then I couldn't make a withdrawal, so when I made the withdrawal, I accepted that the bonus would be canceled/closed. As you can also see, a bonus called "luckybonus" was activated without my consent. As you have confirmed, this is automatically credited by the system. So you can't refer to a bonus that I terminated. Otherwise, I wouldn't have been able to withdraw my winnings, right?

As you can see, I was able to make a withdrawal. I was told that a bonus was active and asked if I wanted to deactivate it, which I did. This allowed me to make the withdrawal. Unfortunately, I later deactivated the withdrawal again, which is why it says "failed" here. But how could I withdraw when a bonus was active? 

I deactivated the bonus. And the next day, as you can see, a bonus was simply credited without my consent. As several colleagues have confirmed. 

What I don't understand is why everyone keeps referring to other bonuses. It's about the Lucky Bonus that the system automatically gave me. And then they say it has to do with the bonus rules. My question is, since when can you have two bonuses active at once? If the bonus was supposedly still active, how could I have activated a second bonus? 

I just checked the terms and conditions, where you describe the following

7.14. Please note that bonus stacking (making multiple deposits to claim multiple bonuses before the wagering requirements of the original bonus have been met) is prohibited at Mr.Bet. Only one bonus can be claimed at a time. Deposit-related bonuses cannot be "stacked." If we become aware of bonus stacking, all bonuses and any winnings earned as a result may be canceled.

You say that bonus stacking is not allowed, which means you have violated your own rules. You activated a bonus for me even though, according to your statements, another one was still active, so you also made a mistake here. 

Hello,

im still waiting?

Dear Mr Bet Casino,

Please send me terms and conditions of the Lucky Bonus, and player's game log, that would show full bonus usages.

Thank you.

Dear Mirka,

We have sent you the detailed information regarding the user’s case. Thank you in advance for your review.

Hi, there any news ???

Hello im still waiting?!?

Dear Vss222,

I am communicating with the casino outside of this thread. I will notify you, when there are any updates.

Thank you for your patience.

Dear Mirka,

Please kindly review our latest response at your earliest convenience.

Hello,

there any news??

Dear Mr Bet Casino,

I sent you an email. Please check your inbox at your earliest convenience.

Thank you.

Dear Mirka,

We have responded to your most recent inquiry. Kindly review our reply and take it into consideration.

Hey,

I am writing to request an update on the status of my case.

I have noticed that there is ongoing communication and emails being exchanged, but I have not received an official update myself. I would appreciate more transparency regarding the progress, regardless of whether the outcome is positive or negative.

It is important for me to be kept informed about where the matter currently stands. Could you please provide a brief summary of the current status and let me know what the next steps are?

Thank you for your assistance.

Best regards,

Dear Vss222,

We reviewed evidence provided by the casino, and I would like to inform you about our conclusion.

According to the terms and conditions of the 15€ bonus, it is claimed by clicking the activation button, the amount needs to be wagered 45 times, and the maximum withdrawal is 65€. According to your game log, the bonus has been activated on 5th January, and after it has been been fully wagered, the amount was capped and transferred to the real balance. The amount has then been fully used for gameplay.

Due to the aforementioned reason, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards,

Mirka