Mr Bet Casino - Pelaajien voitot on rajattu.

Good afternoon,

On March 23rd I made a deposit of 60€ with a 130% bonus. After fulfilling the playing requirements I made a withdrawal of €1004.75. After 48 hours (processing time) I asked the casino why it was taking so long. They said they had a lot of payments to process and were running a bit late.

Today, to my amazement, the amount of 216€ appeared on my casino balance. I then found out that my withdrawal request had been canceled and that €788.75 had been taken from my account. I questioned the casino and it claimed that a clause in the general conditions states that the

payout limit will be 200% of the bonus. After several withdrawals, this clause was never put to me and I have always received my payments (as attached) and have always played with bonuses.

I chose this casino because of your rating and the fact that withdrawals are unlimited, which I have verified to date.

I ask for your help so that the casino pays me my winnings of €1004.75, because the 200% bonus limit rule was never invoked in my withdrawal requests, which misled me.

Boa tarde,

No dia 23 de Março efetuei um depósito de 60€ com 130% de bónus. Após cumprir com os requisitos de jogo efetuei um levantamento de 1004,75€. Após 48h (prazo para processamento) questionei o casino o motivo da demora. Indicaram que estavam com muitos pagamentos para processar e estavam um pouco atrasados.

Hoje para meu espanto apareceu-me no saldo do casino a quantia de 216€. Verifiquei então que o meu pedido de levantamento estava cancelado e que me retiraram da conta 788,75€. Questionei o casino e o mesmo alegou uma cláusula nas condições gerais que o

limite de pagamento será 200% do bónus. Após vários levantamentos, esta cláusula nunca me foi colocada e sempre recebi os meus pagamentos (conforme anexo) e sempre joguei com bónus.

Escolhi este casino, pela vossa classificação e pelo motivo do levantamento ser ilimitado, o que comprovei até á data de hoje.

Peço a vossa ajuda para que o casino me pague os meus ganhos no valor dos 1004,75€, pois a regra do limite de 200% do bónus nunca foi invocada nos meus pedidos de saque, o que me induziu em erro.

Dear Li1979,

Thank you very much for submitting this complaint. I’m sorry to hear about the issue you’re experiencing. To clarify your situation, could you please answer a few questions?

• Could you send me a link or a screenshot of the bonus you activated and played with? Was it a casino bonus or a sports bonus?
• Has the casino specified where the rule regarding the maximum allowed win limit can be found?

I hope we can help you resolve this situation as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

Hi Veronika, first of all thank you for accepting my complaint.

The bonus I activated (130%) was a casino bonus

The casino mentioned point 3.6.3 of the terms and conditions

This has never been communicated to me in any of the many withdrawals I have made. And I've always played with bonuses.

Olá Veronika, antes demais obrigada por aceitarem a minha reclamação.

O bónus que ativei (130%) foi um bónus de casino

O casino mencionou o ponto 3.6.3 dos termos e condições

Nunca tal me foi comunicado em nenhum dos muitos levantamentos efetuados. E sempre joguei com bónus.

Do you have any screenshots of the Terms and Conditions that were in place at the time when you activated this bonus?

When was the last time you checked the casino's Terms and Conditions? Have you ever received any emails from the casino regarding the changes in the Terms and Conditions?

Veronika, I don't have a screenshot. I checked the terms and conditions when I registered at the casino and I don't remember this point where they limit withdrawals when playing with bonuses. Otherwise I wouldn't play at that casino. I only have a screenshot of the frequently asked questions regarding withdrawals attached. And after the restriction placed on this last withdrawal I checked the point mentioned. Since I've been a customer of the casino, I haven't received any information about changes to the current conditions.

I would like to remind you that all the withdrawals I have made have come from bonus deposits.

Veronika não tenho captura de ecrã. Consultei os termos e condições quando efetuei registo no casino e não me recordo deste ponto em que limitam o levantamento quando se joga com bónus. Caso contrário não jogaria nesse casino. Tenho apenas captura de ecrã das perguntas frequentes em relação a levantamentos, em anexo. E após a restrição colocada neste ultimo saque verifiquei o ponto mencionado. Desde que sou cliente do casino não recebi qualquer informação de alteração das condições atuais.

Recordo que todos os levantamentos por mim efetuados, tiveram como origem depósitos com bónus.

Good evening Veronika, I've been checking the casino's complaint history and there are several situations in which deposits were made with bonuses and there was never any barring. I believe this point was added without any communication to the players. Please help me recover my winnings.

Boa Noite Veronika, estive a verificar o histórico das reclamações do casino e existem várias situações em que os depósitos foram efetuados com bónus e nunca existiu barramento algum. Acredito que este ponto tenha sido acrescentado sem qualquer comunicação aos jogadores. Peço por favor que me ajudem a recuperar os meus ganhos.

Thank you very much, Li1979, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Li1979,

I'm Michal, and I have taken over your complaint. I have examined your case, and I can understand your unpleasant surprise regarding the maximum win limit associated with the bonus. I also do not recall encountering this rule previously, and you are not the first person who encountered this situation due to the new rule. However, it is common for casinos to periodically update their bonus terms, making it essential to review the rules before accepting any bonus.

I can definitely agree with you that this important information should be mentioned in the "short" bonus description/ bonus rules.

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 since when this (what seems to be a new) rule has been implemented in your terms and conditions? Additionally, why was this rule not included or clearly mentioned in the actual bonus description/ bonus rules as it looks like more players have encountered this unpleasant surprise regarding the maximum win limit? I think this is quite an important rule. If there are any other factors or circumstances that influenced the whole situation and cannot be shared publicly, please forward them to me at michal.k@casino.guru

Dear Michal,

Thank you for your assistance in resolving this complaint. We strive to ensure clarity:

For your reference, our main terms and conditions page on the website explicitly details the month and year of any changes. When the user registered, they agreed to our terms and conditions, specifically rule 1.5 You must carefully read these Terms and Conditions in their entirety before checking the box to indicate acceptance. If You do not agree with any part of these Terms and Conditions, You must not use or continue to use the Websites.

Regarding the recent changes, I’d like to clarify, that since the user's deposit and withdrawal request occurred after rule 3.6.3, the user's balance was adjusted in accordance with the new rules.

We also want to explain that we cannot include all the rules from the terms and conditions in the description of each bonus. Unfortunately, including them would make those descriptions overly complex and difficult to read.

Good afternoon!

I would like to thank the casino for their quick response.

I accept and understand that the rules can be changed. However, as a casino with a good reputation, I think it would be best to inform current customers that the rules have changed and advise them to read the terms and conditions.

By applying such a radical new rule, which limits the withdrawal of winnings to current customers who have already made unrestricted withdrawals, this new rule comes as a surprise and in my view only generates discontent, and I interpret it as bad faith.

I therefore request that the casino pay me the amount of €788.75 (amount deducted) showing good faith and that they put the withdrawal limit in the bonus description (as in casinos with the same reputation), which is not difficult to read and shows transparency and honesty.

I'm sure the situation will be resolved in the best possible way,

Best regards

LM

Boa tarde!

Da minha parte agradeço a rápida resposta do casino.

Aceito e entendo que as regras possam ser alteradas. No entanto, e sendo um casino com uma boa reputação, penso que o ideal era informar os atuais clientes que as regras foram alteradas e aconselhar a leitura dos termos e condições.

Ao aplicarem uma nova regra, tão radical, e que limita o levantamento de ganhos a atuais clientes que já efetuaram levantamentos sem restrições, esta nova regra surge de surpresa e no meu entender apenas gera descontentamento, e interpreto como má fé.

Solicito assim, que o casino me pague o valor de 788,75€ (valor deduzido) mostrando boa fé e que coloquem na descrição do bônus o limite de saque (tal como em casinos com a mesma reputação), em que não se torna difícil de ler, e mostra transparência e honestidade.

Com a certeza que a situação será resolvida da melhor forma,

Cumprimentos

LM

Anyway, I checked that the casino added the new rule limiting winnings on March 25 (I made an unrestricted withdrawal on March 18) and the deposit that generated the blocked winnings was made on March 23. So that rule can't be applied to me, right?

De qualquer forma, verifiquei que o casino adicionou a nova regra que limita os ganhos a 25 de Março. (A 18 de Março efetuei um levantamento sem restrições) e o depósito que gerou os ganhos bloqueados foi efetuado a 23 de Março. Logo, essa regra não me pode ser aplicada, certo?

Dear Mr bet Team,

Thank you for your response. I fully recognize your authority to update or modify any bonus rules, including implementing maximum win limits for bonuses. However, I would like to kindly request clarification on how your players were informed about this update.

Was an official communication, such as an email, sent to notify players of this change and when this change will come into effect? If so, I would be grateful if you could share a copy of that notice with me.

Additionally, I am curious as to why this crucial information was not included in the bonus description, as it is a significant rule that I would expect to be clearly stated there. I'm sure you would find a bit more space for one simple sentence.

Furthermore, why is there not a sentence with a clickable link to the full bonus rules where the players can read the new rules?

From a reputable, highly rated casino, I would expect that any changes in your rules would be communicated clearly to your players.

Dear Michal,

We have replied to your email and would be glad to receive feedback from you. 

Dear Mr. Bet Team,

I appreciate your email. I have sent back some further questions and am looking forward to your detailed response.

Dear Li1979,

Could you please let me know if you have received any messages from Mr. Bet Casino concerning updates to their rules? This could include an email, SMS, a message in your account or similar. If you have received such communication, could you please inform me of the date? Additionally, I would appreciate it if you could forward that information to me at michal.k@casino.guru.

Good afternoon Michal,

I have received absolutely nothing about any update.

I would like to remind you that I made my withdrawal request on March 23, and I found out from other players about the change in the winnings limitation on March 25. The casino postponed my withdrawal until March 26 and voided the amount of €788.75.

Boa tarde Michal,

não recebi absolutamente nada sobre qualquer atualização.

Relembro que efetuei o meu pedido de saque a dia 23 de Março, apurei com outros jogadores a alteração de limitação de ganhos a 25 de Março. O casino adiou a minha retirada até 26 de Março e anulou o valor de 788,75€.

Hi Michal,

I'm sharing the email from Bet casino, which continues to claim that an update to the terms was sent by email. I haven't received anything, so they don't even have a copy of that mailing.

To my surprise, the casino also states that even if you deposited before this update, the rule also applies.

I would also like to point out that I did not deposit again after my winnings were wiped out, so I did not accept the new rule at all.

Olá Michal,

partilho o mail do casino Bet, que continua a afirmar que foi enviado por mail a atualização dos termos. Não recebi nada, por isso nem sequer uma cópia desse envio podem ter.

Para minha surpresa o casino também indica que mesmo tendo depositado antes dessa atualização, a regra também se aplica.

Informo ainda que não voltei a fazer qualquer depósito após a eliminação dos meus ganhos, logo não aceitei de todo a nova regra.

Dear Li1979,

Thank you for the additional information and the emails. I will continue in my dialogue with the casino team.

Dear Mr. Bet Team,

I have sent additional questions and eagerly await your thorough response.

Dear Michal,

We’ve responded to your email and would really appreciate hearing back from you.

Dear Mr. Bet Team,

I appreciate your email. I have provided my response and shared my insights regarding potential resolutions for this case.

I'm looking forward to your feedback.

Dear Michal,

The matter regarding the user is still being processed. We need a bit more time to reach a final resolution. Thank you for your understanding.

Good evening! It's been over a month and I'm still waiting... For a casino with your reputation I'm sorry about the whole situation!

Boa noite! E entretanto passou mais de 1 mês e continuo á espera… Para um casino com a vossa reputação lamento só toda a situação!

Good afternoon Michael,

I am very pleased to inform you that I have received all my winnings.

I can only thank you for your help and the cooperation of the casino.

Best regards,

LM

Boa tarde Michael,

é com muita satisfação que informo ter recebido a totalidade dos meus ganhos.

Resta-me agradecer a vossa ajuda e também a colaboração do casino.

Melhores cumprimentos,

LM

Great news, Li1979. I'm glad to hear that the casino team has taken the right approach and you received your winnigs in full.

With the complainant's confirmation, we consider this issue successfully addressed/resolved. We will now mark it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: Rate Casino Guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues. 

Thank you in advance for your time. 

Best regards,

Michal

Casino Guru