The player from Germany is experiencing difficulties recieving a promised refund. Since the player had no claim to a refund and the casino offered her compensation for the inconvenience, we consider the issue to be resolved.
Mr Bet Casino - Player is struggling to receive a refund.
Amount: €6,000
Mr Bet Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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3 years ago
Translation
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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3 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
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3 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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3 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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3 years ago
Translation
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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3 years ago
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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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3 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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3 years ago
Translation
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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3 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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3 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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3 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
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3 years ago
Translation
Incidentally, my doctor's certificate would not be sent to the casino until October 7th but already on September 23rd, 2021 via email and chat and was then checked for 2 weeks by the responsible department, which after this two-week test to me The result announced on October 7th, 2021 came. So there was a time-consuming test in advance. I can also prove this.
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3 years ago
Dear MrBet Casino team,
I have looked at the documents from Nicole. You mentioned that one of the documents is from a diabetologist but as Nicole stated, they are also a general practitioner. Secondly, there is another signed document from the Salus Klinik which clearly states that Nicole is a pathological player. What other document exactly do you need? Does it have to be a signed document with a stamp?
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3 years ago
Hello, Peter!
We have requested Nicole to provide us with the document with stamps signed by the psychologist or psychotherapist for the dates she made deposits with us in order to process the refund request. Once we have such a document, we will be able to proceed.
Best regards,
MrBet Casino team.
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3 years ago
Translation
The document that I have made available in the meantime contains all the data, the signature of a doctor (who is a general practitioner and can and must diagnose this disease in Germany) as well as the required stamp. It is an official document. I also provided another document created, signed, and stamped by my former psychologist. The diagnosis "pathological gambling" does not include the time period either. Since it is an addiction from which there is no possibility of recovery, my pathological gambling addiction is thus adequately documented. The period from 10.05. - 29.08.2021 is listed in the letter from my doctor.
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3 years ago
Thank you Nicole for the emails and reply.
Dear MrBet Casino team,
Are the newly provided documents accepted?
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3 years ago
Translation
As previously written, I submitted a total of 6 documents to prove my addiction. These are accepted as such by all bodies, including you, as evidence of my addiction. Unfortunately not from Mr Bet Casino so far and also after your intervention. I'm really desperate now ...
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3 years ago
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Hello Casino Guru,
what happens now after the 7 days the casino should have responded and no response from Mr. Bet?
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3 years ago
We would like to ask Mr Bet Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.
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3 years ago
Hello Peter,
We want to avoid the misunderstanding caused by the long processing of the request. For this reason, we want to share with you the chronology of communication with CEG.
Please check the mail we've sent you.
Best regards,
Mr.Bet Casino team
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2 years ago
Dear Peter,
okay - Mr. Bet has now - just as I did- included you in the correspondence with the CEG. The problem is - there is no further correspondence. I was asked by the CEG to react to their email regarding my case in a timely manner - that was on the 19th of November - I did, the same day. Since than I heard nothing. Neither from the CEG nor from Mr. Bet. This whole thing has now been going on for exactly 100 days. Since than there is no day passing on which I do not communicate regarding this case. I am crying every day since 10 days because I got no help or response no matter where I turn. I am devasted and do not know what to do anymore.
Nicole
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2 years ago
Thank you MrBet Casino team for the reply and email. I will set the timer to 14 days until there is a response from the CEG and will get back to you.
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2 years ago
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Hi Peter,
this is now the third extension to the casino's response. While I should reply within 7 days. I don't quite understand that. Mr. Bet was informed that you had 14 days to reply. This has now passed and you will have another 10 days ... That doesn't make sense to me.
Best regards
Nicole
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2 years ago
Hi Nicole,
Here's how it usually works for both sides: if you or the casino don't reply within 7 days, there is an extension of another 7 days. I set the previous timer for the casino to 14 days because I know that it usually takes time to get a reply from a gaming authority. Now I set the timer for 10 days simply because it's Christmas time and we do that every year from mid-December since many of us are on holiday.
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2 years ago
Dear Casino Guru,
We want to inform you that there is no answer from CEG to this date.
From our side, we provided CEG and the player with our decision regarding the issue. Now there is CEG turn to look into this case.
Since we cannot provide you with the answer from CEG now, and we stated above that we cannot consider the user's documents, because they are still not issued by the right specialist and that is the reason why refund is not possible, please advise us how we can get to the conclusion regarding the user's issue?
Best regards,
Mr.Bet casino team
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2 years ago
Translation
I find that a pretty easy question to answer. The question that arises is, how do I have to prove my addiction and which rules this proof is subject to. According to German jurisdiction, the WHO and also Casino Guru (see Peter’s statement before), my pathological gambling addiction is clearly proven. Through a doctor, the clinic and a psychologist. It is questionable what the requirements of the Mr. Bet Casino regarding the proof of my addiction are based on ...
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2 years ago
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Quote Peter: "Second, there is another signed document from the Salus Clinic, which clearly shows that Nicole is a pathological gambler."
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2 years ago
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On top of that, the casino already accepted this fact as the basis for a refund of my deposited amounts on October 7th, 2021 and informed me about it via email and chat
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2 years ago
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There is no way I can see why the casino continues to hold that there are doubts about my addiction. Of course, I understand that you don't want to refund the amounts deposited, but if you, as a casino, set the hurdle that you have to prove your addiction in order to get a refund, I would say that I did this objectively. Right?
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2 years ago
Hello Peter,
Since there is sensitive information about the user’s balance we answered your questions in the last email. Please kindly check it and clarify if there is more information required.
Best regards,
Mr.Bet Casino team
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2 years ago
Hi Stella,
I'm very sorry for what happened to your mother. I will explain the situation here. Nicole made deposits in the casino and lost over €7300. Later she informed the casino that she had a gambling problem. If the casino didn't know about her gambling addiction at the time when the deposits were made, it couldn't be held accountable for this and therefore didn't have to refund the deposits. However, someone promised a refund of all deposits to Nicole and only made it all more complicated. Nicole was given the run around with all the documents and the CEG was involved. It all just made an impression that the casino kept looking for excuses to avoid paying. To sum up it all up, Nicole has no claim to the full refund but should be given compensation for the handling of her case and inconvenience. I already sent an email to the casino with some suggestions, let's see how it responds.
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2 years ago
Dear Nicole,
Although there is no reason for a refund we understand how much effort a mistake on our part costs you, we are going to offer compensation for the inconvenience in the amount of 500 EUR. This would serve as an apology for a mistake that led to further lengthy processing of the case.
For further information regarding this please contact us via email support@mr.bet
Best regards,
Mr.Bet casino team
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2 years ago
Thank you Mr Bet Casino team for your reply. We appreciate your decision to pay Nicole to compensate her for the inconvenience.
Dear Nicole/Stella,
I'm sorry to hear about your situation. However, as stated above, you never had any claim to the full refund since, at the time of your deposits, the casino didn't know about your gambling addiction. The casino made a mistake and offered you compensation (in most casinos this wouldn't happen) so I strongly recommend accepting the €500. Thank you for using the Casino Guru complaint resolution center. I wish Nicole a quick recovery.
Best regards,
Peter
