The player from Germany had his account blocked due to an accusation of bonus abuse. We ended up rejecting the complaint because all evidence suggested that the player used a strategy that gave him an unfair advantage.
Mr Bet Casino - Player’s account was blocked.
Amount: €588
Mr Bet Casino
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 years ago
Sensitive attachment
Sensitive attachment
2 years ago
Translation
I deposited €225 on August 22, 2022, matching a birthday promotion from Mr.Bet where I received several deposit bonuses for the casino.
At the same time there was also a top football game, so I bet and played casino at the same time.
I ended up losing the bonus like every bonus on this site so far.
I haven't been able to convert a single bonus at mr.bet yet. (Maybe one, I'm not entirely sure.)
This information is important because yesterday I lost the casino bonus but through betting I was able to withdraw €587.9 in the end.
My account was blocked a day later.
The reason: bonus abuse according to Article 7.13, whereby any winnings on my account come from real money.
Luckily I took screenshots yesterday that show everything. Since there are no sports betting bonuses, it is logical that the winnings come from real money.
These winnings are linked to casino bonus abuse.
It makes no sense.
An expertise for sports betting is not necessary for you here.
I am accused of bonus abuse, whereby there are no winnings with bonuses. At the same time, real money winnings from yesterday were confiscated and my account was blocked.
Automatic translation:
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2 years ago
Dear Leons04,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Normally, we do not publish complaints related to sports betting. However, since the accusation is related to bonus abuse and you didn't accumulate any winnings from redeemed bonuses and all the bonuses were for the casino section, we will collect more information and try to help you.
Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully?
Could you please forward your bonus history to petronela.k@casino.guru?
Meanwhile, I have checked the general bonus terms and conditions, and this is what I found (here):
"7. Bonus terms and conditions
...
7.13. Bonuses offered by Mr.Bet are intended for genuine recreational players only. Abuse of any bonus offer will not be tolerated. Mr.Bet reserves the right to investigate, cancel, suspend or lock any account if bonus abuse is suspected. At our discretion, all bonuses and subsequent gaming activity may be revoked and voided, and deposits returned.
Bonus abuse mentioned above, may include, but are not limited to, these:
...
- An attempt to turnover Casino bonus or use of bonus spins whilst Real Money is locked in pending Sportsbook bets."
This specific rule explains how your casino bonuses might have had an influence on your sports betting.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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2 years ago
Translation
Unfortunately, my account has been blocked, which is why I have no access to my account and therefore no bonus history.
Anyway, I can say that it was an 80% bonus and I think it took 70% after losing the 80% very quickly.
I wasn't logged on to the site for long, only since June 15th, so about 2 months.
I'm not sure about the verification either, as I said, I don't have access to my account.
But since I won over €1500 from sports betting, I think I was verified there as well. Except when it wasn't necessary.
Finally again: I am accused of bonus abuse, so I should have benefited from casino bonuses.
I had to make a profit out of it, but I didn't.
The winnings were simply sports bets with my real money, so there is no legitimation to collect my deposit of €225 + the winnings (€362.9).
On the picture below you can see that I'm a normal "recreational player" where I lost 120€.
On July 12, 2022, I had also withdrawn over €500. Hardly played after that and then over a month later this case occurs. If the casino doesn't want me anymore anyway, I would at least want my deposit back to find a compromise.
Actually, I'm still entitled to the whole sum because, as I said, I don't have a single cent in profit from casino bonuses. That would still be the bare minimum.
Automatic translation:
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2 years ago
Thank you very much, Leons04, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) 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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2 years ago
Hi Leons04,
I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Mr Bet Casino to the conversation to participate in the resolution of this complaint.
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2 years ago
Dear Peter,
Please kindly find the detailed description of the user's actions that have caused the violation of rules in our recent email.
In case you need more information for further investigation please let us know.
Best regards,
Mr.Bet Casino team
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2 years ago
Translation
I have a rough idea of what response the casino sent.
The problem is that there are still accusations of bonus abuse.
This should have meant financial gain by accepting casino bonuses.
However, there was no such financial benefit.
The reason why I signed up with Mr.Bet back then was because they had sports betting alongside casino and I'm a fan of both.
As said, all winnings come from real money in sports betting. Accordingly, any casino bonus had no impact on my winnings.
I didn't wager a bonus, I didn't win anything at the casino, so there can't have been any bonus abuse.
This win I made is independent of the casino bonus. This game was only played with real money. It is not related to each other.
Because there is no financial benefit from the bonus, there can be no abuse.
All winnings were regularly obtained with real money bets.
In the end, I was still denied deposit + profit.
Edited
Automatic translation:
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2 years ago
Thank you MrBet Casino for the evidence and explanation.
Dear Leons04,
I'm afraid I can't help you with this one. The evidence provided suggests that you locked your real money in pending sports bets and played casino bonus with bonus money to finish wagering and therefore gained an unfair advantage. The rule can be found in the casino's T&Cs:
"Bonus abuse mentioned above, may include, but are not limited to, these:
An attempt to turnover Casino bonus or use of bonus spins whilst Real Money is locked in pending Sportsbook bets."
Unfortunately, your complaint will be rejected. If you disagree with our decision, please turn to the Curacao gaming Authority (https://verification.curacao-egaming.com/validateview.aspx?domain=mr.bet). I wish I could be of more help.
Best regards,
Peter
