The player from Germany had closed his account due to gambling addiction six months prior. He was trying to access €50 of cashback balance in his account; however, the casino had refused to pay out the sum due to the blocked status of the player's account. We had explained that the casino was not obligated to disburse the cashback bonus to an individual who had acknowledged having a gambling problem. Despite the player's argument that it was a real money bonus, we maintained that it was still considered a bonus and it was unacceptable for a casino to give a bonus to a player who had admitted to struggling with gambling. Consequently, we had rejected the complaint as unjustified.
Mr Bet Casino - Closed account withheld player's cashback.
Amount: €50
Mr Bet Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
11 months ago
Public
Public
11 months ago
Translation
Hello,
I had my account closed approximately 6 months ago (due to gambling addiction)
However, there is still €50 of cashback in the account (which doesn't need to be wagered)
The casino is refusing to pay out the money since I had my account blocked, but I am entitled to the funds even if it's only €50.
Automatic translation:
Public
Public
11 months ago
Dear patrickpatzak90,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Regrettably, it seems unlikely that we can provide assistance with your issue. It's important to grasp that the casino is not obligated to disburse your cashback bonus, as this would entail furnishing funds to an individual who has acknowledged having a gambling problem. Even if the cashback bonus is wager-free in this instance, it remains the casino's funds, and they hold the discretion to cease promotional offers, particularly if an account is blocked due to gambling-related concerns.
Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help.
Thank you in advance for your reply and understanding.
Best regards,
Petronela
Public
Public
11 months ago
Translation
But it is a real money bonus, with no conditions...
Automatic translation:
Public
Public
11 months ago
Indeed, you're correct; it still qualifies as a bonus. As previously stated, it would be deemed unacceptable for a casino to give a bonus to a player who has openly acknowledged struggling with a gambling problem.
I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.
