HomeComplaintsMinesbet Casino - Player's account was blocked.

Minesbet Casino - Player's account was blocked.

Amount: 20 R$

Minesbet Casino
Safety Index:Below average
Submitted: 18 May 2024 | Resolved : 10 Jun 2024
Resolved Our verdict

Case closed

RESOLVED

Case summary

4 months ago

The player from Brazil was unable to withdraw his deposit of 20 reals from the casino. Despite winning from his previous play, the casino blocked his account and refused to process his withdrawal, claiming they owed him nothing. After the Complaints Team intervened and communicated with the casino, the player was advised to provide additional information to the casino. The player followed this advice and successfully received a refund. The complaint was marked as resolved.

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5 months ago
Translation

I deposited 25 reals at the casino and won 100 free spins, which netted me 8. I tried to do rollover games and lost 25 reals


With the remaining 8, I bet on fortunes and won 59.60 reals, which I withdrew.


I then deposited another 20 reals and the casino is refusing to let me withdraw it, they even blocked my account.


According to them, I deposited 45 and withdrew 59.60, so they owe me nothing.

In other words, since I won money from them, they took my 20 and blocked me.

Automatic translation:
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5 months ago

Dear Jackanrick,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

  • Do I understand correctly that you had R$20 in your casino account?
  • Did you activate any bonuses on top of your deposit?
  • Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.

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

Best regards,

Kristina

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5 months ago
Translation


Attached is their response email



Did I understand correctly that you had R$20 in your casino account?


Yes, the account was closed with my 20



Have you activated any bonuses in addition to your deposit?

Yes, some free spins



You could forward all relevant communications between you and the casino to kristina.s@casino.guru ? Alternatively, you can publish it here.

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5 months ago

Thank you very much, Jackanrick, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.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.  

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5 months ago

Hello, Jackanrick!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

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5 months ago

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.

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5 months ago

Jackanrick, I have received the information from the casino that if you want to refund your last deposit, you should contact them and provide additional information. Please, do so ad let me know how it goes!

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5 months ago
Translation

Good afternoon


I contacted the casino and they refunded my account and money


Thanks

Automatic translation:
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4 months ago

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, Jackanrick, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.


As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 


Best regards,


Pavel K


Casino.Guru

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