The player from Austria had claimed a casino bonus and won, but her account was subsequently blocked for violating policy 7.13. The casino had canceled her deposits and winnings. The player had insisted that she had played according to the rules and her winnings were from real money, not bonus money. However, the casino had provided evidence suggesting that the player had breached the terms and conditions by attempting to fulfill casino bonus turnover requirements while her real money was locked in pending Sportsbook bets. Furthermore, similar gameplay had been detected from multiple accounts linked to the player's account via IP and device cookie. Based on this evidence, we had concluded that the casino had acted in accordance with its terms and conditions, and therefore, the complaint had been rejected.
Mr Bet Casino - Player's account and winnings have been cancelled.
Amount: €800
Mr Bet Casino
Safety Index:HighUnjustified complaint
REJECTED
Case summary
I made two deposits at the casino and claimed a casino bonus which I played as usual.
However, with the real money, I made a profit that I wanted to withdraw normally. Today, when I logged in, it showed that the account was blocked owing to policy 7.13. because the bonus is intended only for recreational players.
Deposits and winnings are cancelled according to support.
Dear rahmanmelina256,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Mr Bet Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please clarify if any specific part of the rule was used as a justification for confiscation of your winnings?
- Have you used a bonus with your first or second deposit?
- If there is any correspondence with the casino about the issue, please forward it to my email at tomas@casino.guru, alternatively post screenshots of it here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
Hello, I can't judge whether I have broken some of the rules. But in my opinion not.
I made two deposits and received bonus money for the casino on each one. But I didn't make any profits with this money. I always played the bonuses to 0 and only then earned winnings with my real money.
I received an email from Mr.Bet. But it says exactly the same thing there again. Reference is only made to paragraph 7.13 without becoming specific.
Let me summarize your experience with the casino:
You deposited the first time and received a bonus, when attempting to complete wagering requirements, you played down the bonus and the deposit.
You deposited a second time and received a bonus, after completing the wagering requirements you requested a withdrawal of your winnings, but the winnings were confiscated due to breaching unspecified rules from the 7.13 paragraph casinos terms and conditions.
Please correct me if any information is missing.
I deposited for the first time, got a bonus and gambled away everything. Then I deposited a second time, gambled away the bonus again and won with real money. This pure real money win has now been canceled because I allegedly violated conditions that were not explained to me in detail.
Thank you very much, rahmanmelina256, for providing the necessary information. I will now transfer your complaint to my colleague MIchal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Hello rahmanmelina256,
I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.
We would like to invite Mr Bet Casino to join the conversation.
Dear Mr. Bet Casino,
Can you please provide more information on why were the player's winnings voided and the account closed?
If the information can't be shared publicly please forward them to me at michal.k@casino.guru
Dear Michal,
Thank you for your inquiry. We are actively compiling evidence related to the player's rule violation. Due to the volume of records, we request additional time. A detailed explanation will be provided by the end of this working week. Your understanding is appreciated.
Thank you for your response, Mr. Bet Casino.
Dear rahmanmelina256,
Can you please confirm which bonuses you have claimed? Were the bonuses available on the casino's webpage or in your casino account? What games have you played?
Hello,
I don't know the games anymore. Unfortunately, I can't check because my account has been blocked.
The bonus was the welcome bonus from Mr.Bet. This was available in the user profile as far as I remember.
As I already said, I didn't make any winnings with the bonus money. The bonus was over. Only the real money winnings were withheld from me.
Dear Michal,
I trust this message finds you well. We would like to inform you that we have sent an email providing a comprehensive explanation of the violation case under investigation. All relevant details and evidence have been included for your consideration.
We appreciate your attention to this matter and look forward to your review. If you require any further information or clarification, please do not hesitate to reach out.
Thank you for your email, Mr. Bet Casino. I have replied back with some additional questions to better understand the situation.
Dear rahmanmelina256,
Has anyone from your family or friends had an account at Mr. Bet Casino? How did you find out about Mr. Bet Casino? Have you played only casino games, or have you placed bets on Sportsbetting while playing with the bonus as well?
Hello, there is no one in my family who plays at Mr.Bet. Of course I can't rule it out among my circle of friends. However, this is not done in my home. It's just me playing.
I became aware of your site. The reviews were quite good and I wanted to give the provider a try.
I only played casino games with the bonus.
Dear rahmanmelina256,
Thank you for your response. Just to clarify my question I'm not sure I've phrased it correctly. Have you played only casino games, or have you placed bets (bonus or real money) on Sportsbetting while playing with the active bonus and while the bonus conditions were applied to your gameplay?
Hello, I only bet with real money. I didn't touch the bonus. For the casino I only took the bonus money.
Dear rahmanmelina256,
So, just to confirm, the actual bonus was still active (not yet wagered) when you were placing the bets on Sportsbetting, correct?
Hello, no idea. I bet with real money and lost the bonus money in the casino. The bet won and you didn't want to pay me these winnings. And that can't possibly be the case. What kind of practices are these when you offer betting and a casino, but when the customer wins, you then accuse them of allegedly breaking the rules without being specific about what you are supposed to have done wrong?
That's called cheating. I won €800 in bets and I want the money. This was not bonus money won.
Thank you for your email with further information and evidence, Mr. Bet Casino.
Dear rahmanmelina256,
I have received additional information and evidence from Mr. Bet's team. Unfortunately, after a thorough examination of all pertinent information, we are declining this complaint as unjustified due to a breach of the casino's terms and conditions and bonus terms and conditions, specifically attempting to fulfill Casino bonus turnover requirements or utilizing bonus spins while Real Money is locked in pending Sportsbook bets. The same or very similar gameplay was flagged in multiple accounts linked with your account via IP, and device cookie. Under these circumstances, I will not be able to help you with this, and this complaint will now be rejected. The casino maintains a stringent policy regarding such cases, and its actions align with the terms and conditions outlined in Rule 7.13. , as communicated by the casino team earlier. Considering the weight of this evidence, we find ourselves in agreement with the casino's decision, as they have acted in accordance with their terms and conditions.
It is strongly advised that you carefully review the terms and conditions before activating any bonuses, ensuring strict adherence to all rules to prevent disappointments similar to this one. We regret that we could not be of assistance in this matter, but please feel free to reach out in the future if you encounter any issues with this or any other casino, and we will make every effort to provide assistance.
Best regards,
Michal
Casino Guru
