Mr Bet Casino

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Novice

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2 years ago

OriginalTranslation

My complaint is about the casino's handling of my documented, pathological gambling addiction. In a discussion lasting 54 days in total, both via chat and email, I had discussions with the employees about this. I understand that from the casino's point of view, my addiction is not a legal reason to refund my € 7,385 deposits. I didn't think so either. With reference to my addiction , I asked customer service to refund my deposits. Contrary to expectations, I was listened to and asked to provide evidence of the presence and diagnosis of my addiction. In the subsequent daily communication with the casino, I submitted a total of 7 documents from psychologists, doctors, the clinic where I was treated, the aftercare facility. All these documents were asked for, almost dictated to me. Each time it was said, present this document, then we will comply with your request ... On October 7th. Then I got the email that my request would be granted. I should submit my bank details, my deposits will be refunded. Then they rowed back and asked for new documents. Then it was actually claimed that an addiction was curable and they assumed I had recovered. So everything is totally dubious and highly questionable. I do not recommend playing here!

I can present all documents, chat messages and emails. However, I only have the chat and e-mail histories in one or two zip files. Unfortunately, these are too big to upload here. I will be happy to send you these on another route if you wish.

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Petronela

Complaints Team Lead

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2 years ago

Dear Nicole,

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

Best regards,

Petronela

Edited by a Casino Guru admin

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nicoledriesen

Novice

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2 years ago

I have sent the documents I handed in as well as the chat and emails by we transfer because it are 12 partly big files and they cannot be send by email - not all together. If you would like them by email please let me know than I will send them in separate Emails.

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nicoledriesen

Novice

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2 years ago

Via we transfer link I meant, sorry

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Petronela

Complaints Team Lead

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2 years ago

Dear Nicole,

Thank you very much for the forwarded documents and communication. Unfortunately, I couldn’t check all the messages and the entire live chat transcript as the uploaded file contains 130 folders. Please understand we have no capacity to check thoroughly conversation which is such excessive in length.

Could you please specify the time period since when you requested refunds/when you started to play? Was the paper from the doctor dated after this period?

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nicoledriesen

Novice

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2 years ago

OriginalTranslation

Hello Petronela, thanks for the reply. I have between the 10.05. and played on 08/29/2021. I applied to close my account on August 29, 2021 with reference to my addiction. I was asked to provide evidence of my addiction. I did this with the document required by the casino, issued by my doctor on September 15, 2021. I made the document available to you. It includes the diagnosis and the time period in which I played and a doctor's signature - exactly as requested by Mr. Bet.

If you have any questions, I will of course be happy to answer them.

Best regards Nicole

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nicoledriesen

Novice

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2 years ago

OriginalTranslation

Just for clarification. I have also presented documents proving my addiction, issued before 8/29/2021, to the casino as evidence of my addiction.

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Petronela

Complaints Team Lead

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2 years ago

Thank you very much, Nicole, for providing all the necessary information. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

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nicoledriesen

Novice

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2 years ago

OriginalTranslation

I just want to add as I have just read your rep's response to a similar complaint against Mr. Bet (KD - $ 6,000 Canadian Dollar Recovery Due to Pathological Gambling Addiction). I know that because of my illness, Mr. Bet is not legally obliged to pay me back my deposits (unless you knew about my addiction while I was gambling, then maybe). My concern is that I received an email from Mr. Bet on October 7th, 2021 that you would like to transfer my deposits that I made between May 10th. and the 21.08.2021, transfer back to me. I was informed about this both by chat and by e-mail (you have both). I want the casino to adhere to that statement.

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Peter

Casino Data Team Lead & Complaint Specialist

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2 years ago

Hi Nicole,

I have looked at your case and all the evidence you sent and understand the situation. I will contact the casino and see if I can help. I would like to invite Mr Bet Casino to the conversation to participate in the resolution of this complaint.

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Mr Bet Casino

Casino representative

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2 years ago

Dear CasinoGuru team,

We would like to add clarifications to this case as there were some miscommunications. We received a document from the user on the 7th of October and confirmed that we could make a refund for the specified period.

However, doing the final checks of the documents, we realized that they were issued by the diabetologist and were without stamps. Unfortunately, we were not able to consider these documents as valid due to the reason that the diabetologist could not confirm the gambling addiction since they specialized in a different sphere of activity.

We have informed Nicole right after that (on the 13th of October) that we need the other documents signed by the psychologist or psychotherapist in order to proceed with the refund request. To our regret, she refused to provide such documents and till now we have not received them. That's why further steps were not made.

Best regards,

MrBet Casino team.

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nicoledriesen

Novice

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2 years ago

Dear Casino Guru,

I have to state that this is anything else but a misunderstanding or miscommunication. The communication sent to me on 7th of October 2021 was clear. The reply on the 13th of October was neither right away (six days later) nor correct. I quote below the chat messages that informed me exactly about the content of the requested document. Here is the quote of the employee on which I reacted accordingly and requested & received the document Mr. Bet required.

Quote:

"Selena We need the document sight only by the doctor. In the document, we need to see that during the time when you were [(deliv and viewed) 10-09-21 10:23:08]

making deposits you had an addiction.

Nijo1973 There is no past tense regarding addiction [ 10-09-21 10:23:35]

It will be an issue that I have to handle the rest of my life [ 10-09-21 10:23:53]

Just like someone addicted to alcohol. [ 10-09-21 10:24:06]

I sent the document by email, signed by a doctor, issued 25th of august 2020 [ 10-09-21 10:24:33]

Ever since I am addicted and always will be [ 10-09-21 10:24:52]

Selena You can send the document where indicates the date of the deposits. [(deliv and viewed) 10-09-21 10:26:03]

Nijo1973 You are forcing me to state that over and over again and that does not help my recovery at all [ 10-09-21 10:26:25]

I did not have a doctor sitting next to me while I was playing [ 10-09-21 10:26:56]

I was alone and desperate - just like I am now [ 10-09-21 10:27:15]

Selena The main thing it should be sight by the doctor and that you have the addiction. As I can see, you provided the [(deliv and viewed) 10-09-21 10:27:24]

document that you participated in the reabilitation program. "

I provided the document exactly as requested It was stated that the document needed to be signed by a doctor which it has been - not psychologist or psychiatrist. The doctor who signed the document is a GP with an additional qualification as a diabetologist. Mr Bet reacted to the document accordingly by sending me both by email & chat message that I would be reimbursed. I expect them to do so.

Best regards,

Nicole