The player from Canada had used several consecutive coupons on Mr. O without making a deposit. The casino had accepted the coupons but later refused to pay out the winnings, restricted the player's access to coupons, and confiscated his winnings. We had reached out to the player for more information to better understand the situation and extended the response time by 7 days. However, due to the lack of response from the player, we had to reject the complaint. We were unable to proceed with the investigation or provide potential solutions without the player's input.
Mr. O Casino - Player's winnings confiscated due to coupon rules.
Amount: Can$50
Mr. O Casino
Safety Index:Below averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
5.4
Mr. O Casino has a Safety Index of 5.4, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
7 months ago
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8 months ago
So on Mr. O I completed a free coupons play through which they allowed for their system to accept it but they're saying they don't have to pay it out cause of consecutive coupon uses with no deposit. They said they have restricted my access to use coupons now as well, but why would the system allow me to us them back to back if it was against the rules? I asked how much I need to deposite to claim my winning they said they have taken the winnings away and I will not recieve them now.
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8 months ago
Dear Tstelli,
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.
Could you please advise if you redeemed any free bonuses from this casino in the past?
Was your account, including the payment method, fully verified?
I have checked the general bonus rules and this is what I found (here):
6.6. Betting Limits
(c) Furthermore, only one free promotion can be claimed between deposits that do not involve bonuses.
If you have recently played with real money, and the latest free bonus was activated after your real money play, kindly send any relevant supporting evidence to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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7 months ago
Dear Tstelli,
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.
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7 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
