Mr Bet Casino - Player's account has been closed and winnings confiscated.

I signed up for Mr Bet Casino on June 27th of this year. They seemed appealing because of the many deposit bonuses they offered. During the first month of playing there, I wasn’t lucky and lost some money. When I finally won some money (less than I had deposited), the first problems started. They began requesting more and more documents for verification, even for payment methods that hadn’t been used.

I was bombarded by bonuses and emails with bonus offers (2-3 a day), which I guess is their way of encouraging people to deposit more money. As you know, luck in gambling, especially with slots, can change. Last week, after losing plenty of real money and unsuccessfully wagering bonuses, I finally managed to wager a bonus. I was able to withdraw it, probably I was still at a net loss in their casino.

During this time, I noticed some alarming practices. When wagering the bonus, all winnings were transferred to the bonus account, but any losses with real money were deducted from my cash balance. I am a casual player, usually betting a maximum of 5 euros, and sometimes playing larger stakes in the sports section (I am a sports fan and enjoy having some added excitement while watching sports). This is why their bonus offers appealed to a player like me.

After successfully withdrawing, I was still bombarded with bonus offers, as you can see in the email history. I even received a bonus email two hours before my account was blocked. After using around 10 bonuses, losing more real money, and not being lucky enough to wager the bonus, I managed to secure a big win while wagering the bonus (750 PLN into 28,000 PLN). After that, I lost over 15,000 PLN and decided to withdraw the remaining amount.

Unfortunately, on August 7th, my account was blocked and the money was confiscated. They cited a clause from their terms that I believe is not legitimate and can be easily abused (7.13: "Bonuses offered by Mr.Bet are intended for recreational players only. Abuse of any bonus offer will not be tolerated. Mr.Bet reserves the right to investigate, cancel, suspend, or block any account if there are suspicions of bonus abuse. All bonuses and subsequent gaming activity may be revoked and voided at our sole discretion"). I believe their goal is to encourage players to deposit as much as possible with appealing bonuses, and then, in the event of a significant win, to create as many obstacles as possible. When they run out of reasonable excuses, they use this clause to refuse payouts.

During my time at this casino, I played in both the slots and sports sections. This is not forbidden in the terms, which I checked multiple times. Even when you enter the sports section with an active casino bonus, there is a notice that you can only play sports bets with cash funds.

The support team is unhelpful; they refuse to mediate and take an oleaginous approach to players whose accounts they block (as if saying, "We took your money, and there’s nothing you can do about it"). You can see this in the email I received from them, where even the fonds do not match.

I started playing at this casino because of the very positive rating on your website. Please help me recover my funds.

Regards,

Karol

Dear Wilhamek,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Did you make any deposits without bonuses?
• Approximately how many bonuses did you claim while your account was active?
• Is this the only explanation you received from the casino? If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post 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,

Kristina

Hello Kristina,

Thank you for your involvment.

I am not 100% sure if I made any deposit without bonus but it is highly possible. I would like to note that sometimes even after meeting the requirement of wagering the cash funds to make a withdrawal I still was using their services with my real funds without any bonus active at this time.

I would say the amount of bonuses I took was approximately 20, I also used their bonus shop where you can buy some mystery gifts, spent like 1000 PLN there but the rewards were not even close to return this amount.

Unfortunately that is the only info I got that's why I think they are abusing this point of their terms. They did not provide me with any other specific reason. In my opinion, if you use available bonuses and do not violate any point of terms, the only solution for the casino to exclude me is to stop giving me possibility to claim new bonuses. Any other action is a non-fairplay situation.

I am adding a screenshot showing my latest conversation with this casino.

If you have any other questions I am here to answer,

Regards,

Karol

Thank you very much, Wilhamek, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you Wilhamek for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Mr Bet Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and winnings confiscated.

Thank you!

Dear Peter,

We would like to inform you that we have sent you an email containing detailed information regarding a rule violation by a user of our gaming club. We appreciate your prompt attention to this matter.

Thank you in advance for your consideration.

Thank you for the update Mr Bet Casino representative. I have responded to your email in hopes of a clarification of the situation. Thank you in advance for your cooperation!

Dear Peter,

We have provided additional evidence in our recent email and kindly ask you to review it.

Thank you for providing me with the information Mr Bet Casino representative.

Dear Wilhamek, the casino has provided us with evidence of low-risk betting which abuses the bonus systems of casinos and is prohibited. I strongly advise against such behaviour in the future as it can lead to similar situation. With that in mind, we believe the steps the casino has taken are justified and subsequently we will reject your complaint. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Peter