Mr Bet Casino - Player is struggling to receive a refund.

I suffer from a diagnosed gambling addiction. After a very bad addiction relapse in one week in August 2021, I advised Mr.bet Casino about the situation.

Mr.bet’s Custer Support response was:

"I am contacting you regarding your previously appeared issue with addiction and responsible gaming. Let me kindly inform you that on our site, there are responsible gaming features available. Users are able to set limits to have more control over their gambling activity.

Please provide us with an official certificate from a doctor that you are registered or undergoing treatment for gambling addiction from August 14th, 2021 till 19th, which should prove your condition.  

We are patiently waiting for your timely response. In case of any additional questions, we will be more than happy to help you 24/7 at any time of the day or night.

Best regards,

Manager of the game club, Hanna"

On August 24, 2021, I provided a valid doctor’s note to Mr.bet. (I have the emails, note from doctor, and emails from the actual doctor to prove this).

Between August 24, 2021 and September 16, 2021, Mr.bet Customer Support kept rejecting the formal doctor’s note and asked for it in another format. I sent it again over 5 times: the original, a PDF scan, and I even forwarded the email from the doctor.

On September 16, 2021, Mr.bet Customer Support stated:

"We kindly appreciate the provided document from you and ask you not to worry as we will forward it to our appropriate department for further investigation. I genuinely believe that it will get resolved for you in the nearest time possible and apologize for all the inconveniences.

Please be aware that we are always here to provide you with the best assistance possible and you can contact us at any time. We appreciate your patience and effort.

Feel free to contact us if you need any further information.

Best regards,

Manager of the game club, Ruby."

On September 21, 2021 I followed up again with Mr.bet Customer Support and they responded:

"Let me kindly inform you that your issue is still under the investigation of our relevant department.But right now we are patiently waiting for the reply as same as you. So that is the reason why your patience would be much appreciated.

Once there is any updated information regarding your case - we will immediately let you know. 

Thank you for contacting us. If you have any more questions, please don't hesitate to let us know. 

Best regards,

Manager of the game club, Hanna".

On September 28, 2021 I followed up again and Mr.bet Customer Support responded:

"Thank you for contacting us!

Let me kindly inform you that we acknowledge your request. And now our relevant department is hardly working on it and checking all the information you have provided us with, in detail. That is why now we still waiting for their feedback regarding your case. And we will immediately let you know about any updated information once we receive it to our side. 

In case of any additional questions, we will be more than happy to help you 24/7 at any time of the day or night.

Best regards,

Manager of the game club, Hanna"

I never heard from Mr.bet again.

I followed up 3 times by email.

Mr.bet Customer Support never responded.

I can provide all emails, doctor’s note, etc. to substantiate my complaint.

I am very upset, disappointed, and ask for Casino Guru’s support and guidance.

Thank you.

Dear KD,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for their standpoint, but, before we'll do so, could you please forward any relevant communication and supporting evidence to petronela.k@casino.guru? I know you have forwarded some information before this complaint got published unfortunately, I could open it.

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

Best regards,

Petronela

Hello Petronela - the documents have been sent again to you 🙂

Thank you very much, KD, for the forwarded documents and communication. Do I understand correctly that your relapse took place 14. - 19.8. but the Doctor's note was dated five days later (24/8/2021)?

For this reason and because an official stamp has been missing on the document, your request for a refund was rejected by the casino, is that correct?

Hello Petronela - the doctor’s note clearly states that:

"he has had a serious relapse from August 13 through August 20".

The appointment with the doctor was on August 24, 2021 and thus the note is dated on that day. As everyone can appreciate, for ethical reasons, doctor’s notes cannot be backdated and doctor’s notes are provided after a medical emergency has occurred (not during it).

Secondly, there is no ‘official stamp’ from a doctor in Ontario, Canada. Doctor’s notes include a CPSO number (College of Physicians and Surgeons of Ontario number) so it can be confirmed that the doctor is real. The website is here https://www.cpso.on.ca/ . My doctor’s note clearly included the CPSO number, name, and contact information for the doctor.

What you will notice from Mr.bet is the excuses for not providing the promised refund keep changing, even as I provide the straightforward and clear explanations for them. The date and ‘stamp’ were two of the reasons they gave.

Thank you 🙂

I understand your point of view. However, please accept the fact that the casino learned about your addiction only after all the funds have been lost. Therefore, we are not able to help you. 

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.

Hi Petronela - this was never given as a reason to reject my refund. The casino itself said to go to the doctor and provide a valid doctor’s note.

I did this.

Instead of accepting it, they played games with irrelevant details about the note - none of which are reasonable.

Had the casino said it was rejected because they were not previously informed of the addiction, I would not have spent resources going to the doctor and communicating for 2 months with them.

You have to admit, it was very poor behaviour on their part.

Thank you.

I wish I could be of more help. I’m very sorry we couldn’t assist 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. I will now close this complaint. Thank you for your understanding.