The player won over €30000, but her winnings were cancelled, and the account blocked. We rejected the complaint because the player stopped responding to our messages and questions.
Mr Bet Casino - Player lost her winnings and her account was blocked.
Amount: €30,046
Mr Bet Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
4 years ago
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4 years ago
Translation
Dear Sirs and Madames,
I won € 30046 on Mr Bet! Instead of the casino paying the money, my account was blocked. My mother and I deposited via your account and my account and authorized everyone I added. We were held up for a week and then the account is blocked. Inquiries are answered with standard sentences.
I hired a lawyer.
never again mr bet! Disappointed without end. Cheaters!
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4 years ago
Dear Diana,
Thank you for contacting Casino Guru. I’m sorry to hear your winnings were cancelled. You mentioned in your complaint that it wasn’t just you depositing to your casino account but also your mother. Is that correct? If this is the case, it may be the main issue here. Most casinos will not accept deposits to one account from different people. There can only be one registered person depositing and withdrawing money from a casino account.
Best regards,
Peter
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4 years ago
Translation
Dear Sirs and Madames,
I will contact you again regarding your rejection.
My mother and I deposited and won money together through my account and through my mother's account. In the appendix you will find the sum for the time being € 44000, afterwards it was € 30046 that we wanted to have paid out. After asking and confirming my and my mother's identity, everything seemed to be in order, so they assured me on the phone and via chat. After 4-5 days, you started asking for proof of your deposits. Which I had submitted so far. As I said, these happened on the basis of Paysafe cards and my mother's account. On request, I was constantly assured that everything was fine. In the emails and chat histories you can see that we were only held up.
When this evidence was requested again after a week, I sent EVERYTHING again to support Mr.Bet. All powers of attorney for my mother, etc. In my opinion, proof of a Paysafecard cannot be reproduced anyway. All preliminary exams went through, you could see that in my account. One got the impression of "withhold and reason not to pay". Payments were made through PaysafeCArd more often than through my mother's account. I therefore do not understand the problem. Deposit and gamble, but not win and pay? That doesn't really open up to me. I have contacted the men and women several times and was constantly informed about what is in the AGBS. However, these can also not be correct, since a deposit from external accounts is accepted. I and my mother urgently need your help. It is no longer about € 30,000 but the principle. We would also agree to a comparison.
I wrote to the MGA separately and also hired a lawyer based in Malta.
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4 years ago
Hi Diana,
Thank you for the reply. Could you please upload any conversations with the casino, especially those where the casino representative approved of you and your mother sharing one player account? It sounds very unusual, but if you can prove it, we can confront the casino.
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4 years ago
Translation
I have a PDF file with all documents. How should I send them to you?
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4 years ago
Hi Diana,
Thank you for the provided document. I reviewed all the evidence you sent to me. It will be a tough one and I will tell you why. The casino never confirmed you were allowed to deposit money from an account owned by your mother. In most casinos the verification takes place only after you make a withdrawal request. On the other hand, if the casino let you deposit (from your mother's account) and play, it should at least refund your deposits. Let me ask you a few questions. How much did you deposit from your mother's account? Were you officially authorized bank account user (secondary user) during the time you made those deposits?
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4 years ago
Translation
I know of casinos that actually IMMEDIATELY cancel a deposit from a third party account. So Mr. Bet assumes that it's okay. After all, complaints came until the payment was made. In the chat history it can be seen that neither Mr. Jim nor a wife Amy wanted to know that it was through my mother's account. Even when I submitted the documents, all of my mother and I's personal details were visible. I also have a bank power of attorney from my mother, which is officially confirmed.
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4 years ago
Hi Diana. What was the sum of deposits you made from your mother's account? I will contact the casino and we'll see what its standpoint is.
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4 years ago
Translation
Hey peter
according to casino 690 €. However, these were NOT only made from my mother's account, but also through Paysafe cards. Therefore, they cannot claim that the profit comes from the deposits from my mother's account. In addition, as I said, you cannot first accept a deposit and then refuse to withdraw it. This is not correct on the part of the casino.
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4 years ago
Hi Diana,
I received some information from the casino. I'm afraid there is not much we can do in this case. You breached the casino's T&Cs by depositing money from a bank account that doesn't belong to you personally. I believe I've never seen T&Cs in any casino that would allow sharing an account with another person. The casino made you an offer to refund you all the deposits you made by both payment methods. You (or your lawyer) just have to inform the casino that you agree. I know this isn't a satisfactory solution to the issue and that €30000 is quite a lot of money, but I can't penalize the casino for this.
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