Mr. O Casino - Player’s winnings are confiscated.

Stole $201 from my account. I just so happened to meet the ridiculous wager requirements for the no deposit with over $800 left in bonus money which was dropped all the way down to $50. At this point I was debating on withdrawing since i had met the requirements and my real money balance said $49 but i figured why not play a few hands of baccarat, which i did for $1 a hand maybe 15 games and went back to slots. Ended up hitting and getting my balance to $336 before I played it down to exactly $201. I then went to withdraw and they took the entire $201 claiming I violated there terms by playing baccarat. I only played baccarat after I had completed their slot wager requirements for the no deposit bonus and the $49 real money was mine to do as chose. I could have withdrew or kept playing which I chose to do. I told support to show me where in the policy it states that after I complete requirements I can only play certain games and he couldn’t. He never responded. STAY AWAY FROM THIS SCAM...

Dear Reshaud7,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Mr. O Casino and understand your concern. Please allow me to ask you a few questions to clarify the situation.

Could you please specify if you saw a pop-up or other notification or warning that you were about to play a restricted game with an active bonus?

Have you made any deposits to this casino?

Have you activated any other bonuses other than the No Deposit Bonus, which was limited to a maximum of $50?

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

Best regards

Veronika

Hey veronika,

No, nothing popped up but I carefully watched how much I needed to wager and knew exactly when my bonus went from +800 something to $50.

Yes, I have made a small deposit of $20 just to see if I could win and withdraw, ended up playing it up.

No, to my knowledge I haven’t used another promotion like that one, thanks for all your help.

Please forward me all the communication between you and the casino customer support that could be relevant to the investigation of your case along with any other evidence that could be important at veronika.l@casino.guru. Thank you for your cooperation.

I sent one over my chat transcript from MR O casino. THANKS

Thank you for the chat transcript. Have you contacted customer support via email to request your gaming history in Excel format from the date you accumulated your winnings and allegedly played an excluded game while your bonus was still active? If you received your gaming history, please forward it to me as well.If you have not already sent an email requesting your game history, please do so now.

Hey, I reached out to them via email and live support. I just sent you another chat transcript

Thank you very much, Reshaud7, 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.

Hey, you can close this case out, I finally got support to show me in the fine print where it said I can’t play any other games even after I have wagered the correct amount. The money still counted as bonus money 🤷🏾‍♂️. Sucks but whatever thanks for your time!

Hello Reshaud7,

I'm Michal, and I have taken over your complaint.

I recognize that your user experience may not have been ideal. However, we strongly encourage all players to thoroughly review the terms and conditions associated with any bonus prior to claiming it, as this can help reduce the likelihood of any misunderstandings or disappointments. Should you encounter any unclear rules, reaching out to our live chat for clarification is always advisable. Based on your feedback, it appears that the casino team has already provided you with the necessary information regarding the bonus rules. Therefore, I see no further grounds for investigation and will proceed to close your complaint.

We’ve rejected this complaint as per the player’s explicit request. Please feel free to reach out to us if you encounter any issues with this or any other casino in the future. We are here to assist you.

Best regards,

Michal

Casino Guru