HomeComplaintsMr Bet Casino - Player disputes the casino's claim of second bonus activation.

Mr Bet Casino - Player disputes the casino's claim of second bonus activation.

Amount: Can$184

Mr Bet Casino
Safety Index:High
Submitted: 16 May 2024 | Resolved : 20 May 2024
Resolved Our verdict

Case closed

RESOLVED

Case summary

5 months ago

The player from Canada had faced difficulties with her withdrawal as the casino had alleged she activated a second bonus, which she refuted. She admitted to taking an initial bonus but insisted it was depleted long before her account showed her remaining balance as bonus money. After a series of communications and identity verification, the issue had been successfully resolved. The casino management had rectified the situation by resetting her game to the point prior to her balance converting to "bonus funds", allowing her to continue playing. The player had expressed satisfaction with the resolution, praising the casino's fairness and customer service. We had then marked the complaint as 'resolved'.

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5 months ago

I took a bonus at the BEGINNING of my play, and had some awesome wins, and ended up making a withdrawal of $230 which was in PENDING as I continued to pay with a little of my funds I had left to play with. The bonus had been wagered, or I'd never have been able to make the withdrawal (that's how this casino is set up). I played and played and had more big wins and then loss loss loss, until I reached 184.20 CAD to which I went to go and make a new withdrawal - come to look at my amount, and it says that the entire $184.20 is BONUS money. So I go to the chat, and Mark who doesn't listen to a word I say (which I find is common when a casino is trying to con you), tells me that I took a bonus. I DID take one, at the very beginning, but that has been wagered a long time ago - so I am still very confused and ANGRY to be honest - I had ALREADY made a withdrawal and did not ACTIVATE any bonus, why are my funds all of a sudden in BONUS status. Mark then goes on to tell me that I was issued the 2nd pack of free spins on MULTI-FLY, which perhaps that is true, but I did NOT activate them NOR did I play them - I had played the first pack at the BEGINNING of my play hours ago, and the second pack I didn't even LOOK at yet. He is saying that I activated and played that bonus - and I did not - it doesn't show in my gaming or anything (and I HATE that game, I wouldn't ever play it on my own free will)... so. Casino Guru, can you folks help me here, he was not a good agent: he was dismissing me without reading my words and kept telling me that I have an active bonus and I DO NOT. This is quite upsetting, I am wanting to withdraw again, and I ON PURPOSE did not activate any bonuses KNOWING that that would stop my withdrawal - this is not ok. I am now at the mercy of Casino Guru to help me get my withdrawal of $184.20.. I have even gone through all of my gaming history and NOPE I did not activate a "second" bonus like "MARK" keeps telling me I did - I mean, I KNOW what I did or did not do: I did NOT activate a second bonus knowing it would stop my attempt to withdraw, and looks like MrBet has their heads shoved so far up their asses that if they indeed LOOKED at my play they would clearly see it too, so this is NOT ok.

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5 months ago

Dear SuperKyzer,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem.

Could you please send me your entire gaming history in Excel format starting from the moment you activated the first bonus? You may request it directly from the casino, and then please forward it to me. My email address is veronika.l@casino.guru.

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


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5 months ago

I have sent the email to them - and I have cc'd you as well on that very email.

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5 months ago

I have answered an email from Mr. Bet, asking me to identify myself etc.. which I did. I have included you on the CC of that email.

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5 months ago

Casino Guru, I am happy to report that this instance is resolved. I have had two club managers work with me on resolving "what happened" here - and they have been nothing but fair - in fact, they have reset my game to just prior to the balance going to "bonus funds" and allowed me to continue to play as though nothing happened, which is more than I could have asked for as many of these online casinos would not go to this extent, and they did. I have nothing but positive things to say about this casino - they are top notch, and a class act amongst many. I encourage anyone who wants a pleasurable experience to join Mr. Bet. I have to say, they deserve the title as one of the best casinos online today. Excellent.

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5 months ago

Dear SuperKyzer,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Veronika

Casino.Guru

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