The player from Germany had his winnings cancelled without further explanation. Later, it became clear that the decision of the casino was based on the fact that the player tried to take advantage of a technical error that caused deposits made using a certain payment method to be credited to the player's gaming account, even though the funds weren't deducted from their bank account. The player deposited a substantial amount this way. Subsequently, all incorrectly credited funds were played down to zero. Shortly afterwards, the player made a few successful deposits, won a substantial amount, and requested a withdrawal. The withdrawal request was denied and the amount was confiscated by the casino due to the player's violation of the Terms and Conditions by abusing a technical error. After a thorough review of the evidence provided by the casino team, we consider the decision of the casino to be justified. The player's complaint was rejected as 'Unjustified'.
Mr Bet Casino - Player’s balance has been cancelled.
Amount: €19,500
Mr Bet Casino
Safety Index:HighUnjustified complaint
REJECTED
Case summary
Unfortunately, I had to hand my case over to my lawyer today, I won € 27,000 at Mr. Bet 3 weeks ago. Luckily, I screenshotted everything. From the moment I applied for 20,000 to be paid out, I was put through its paces and various things were double and triple. When it emerged at some point that I am myself and that no rule violation was committed, no bonus was claimed, and the money was not gambled away again but that I am serious about the payout, I was blocked 4 security reasons and today the explanation came to be a "gross violation of the rules" has been committed and then a reference to the point deer terms and conditions that says, INCORRECTLY PAID PROFITS MAY BE KEEPING!
I deposited 500 and won an additional 15,000 in 280 free spins (x3) in the normal way at 10,000 euros with a stake of 40 euros.
Accept deposits but not withdraw?
SORRY THE DEPOSITS WERE AN ACCIDENT, I CAN PLEASE REPEAT. or how should it go?
Of course I plead for my profit and now I have to pay everything in advance 🙁
Dear Chris,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you received any explanation from the casino why your winnings have been cancelled? Could you please advise if you have redeemed any promotional offers from this casino when depositing funds?
If there’s any relevant communication, please forward it to petronela.k@casino.guru.
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
I have neither taken bonuses nor afterwards anything the casino claims now it is wrongly paid winnings. Nu3 unfortunately for mr bet I screenshotted everything. The amount was honestly sweated and then retained with a lot of discipline. At first they wanted various proofs for various accounts for days and I gave them all without spending my money. Then the block
Could you please forward any supporting evidence and relevant communication to petronela.k@casino.guru?
Why is that after we do it in front of one of the German colleagues here who also understand it correctly.?
So two times a deposit has not been credited to the player's account, but that doesn't matter at the moment ...
Finally I won with a deposit of 500 19500?!?! And they are still retained
I see. Still, if any of your previous deposits haven't been credited correctly it might be a reason for the investigation.
I will now transfer your complaint to my colleague Andrej 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.
Dear chriskrisma23,
I’m sorry to hear about your negative experience. I’ll contact the casino and see if I can help.
I would like to invite Mr Bet Casino to join this conversation.
Dear Mr Bet Casino,
Can you please clarify the situation and explain the reasoning behind your decision in this case?
Hello, Andrej!
Let me clarify the situation in this case. We had a global payment issue with one of the providers. The issue was the following: users made deposits however money were not debited from their accounts and we have not received them. But on their gaming accounts these deposits appeared.
Unfortunately, Chriskrisma23 faced with this issue also. The winnings were collected from this deposit. We are sorry to say, but we had to write off these winnings.
Best regards,
Mr.Bet Casino Team.
The winnings were collected from the deposit of 500 euros debited on October 28th, which I made last. This is difficult to see due to the fact that the order id to transactions id is generated by the provider, but based on the fact that the last 3 payments were 50,200 & 500 you can easily see on the account statement that these debits from 25.10 to 28.10 were successfully debited from my account ! The winnings were thus made from legally compliant funds from my correctly paid-in money and the money I lacked this month.
Dear Casino Guru,
In case of violation of our rules, we cannot consider the user's winnings as legal.
By registering Mr.Bet user agreed with terms and conditions. According to clause 7.15. "Mr.Bet reserves the right to void any bonuses and/or winnings obtained by breaking the Bonus Terms and Conditions or any other fraudulent behavior." The user undertakes to adhere to the rules and not to violate them, otherwise he must be aware that any violation entails consequences.
Despite having successful deposits on the site, this does not change the fact that the client has abused our system, thereby violating the clause of the terms and conditions 3.3.2. :
"3.3.2. If we mistakenly credit your Member Account with winnings that do not belong to you, whether due to a technical, error in the pay-tables, or human error or otherwise, the amount will remain property of us and the amount will be deducted from your Member Account. If you have withdrawn funds that do not belong to you prior to us becoming aware of the error, the mistakenly paid amount will (without prejudice to other remedies and actions that may be available at law) constitute a debt owed by you to us. In the event of an incorrect crediting, you are obliged to notify us immediately by email."
Considering all of the above and the severity of the violation, our point of view towards the client remains unchanged.
Best regards,
Mr.Bet Casino Team.
Thank you, Mr Bet Casino Team, for the reply. Could you please explain in detail how exactly did chriskrisma23 abuse the casino system?
Hello Mr casino Guru sir,
Hello mr bet,
I would like to explain this to you briefly. I made several deposits this weekend and as a rule my account should have been covered by auxz as I was expecting a payment which, however, did not reach me .. these casinos ....
Now, however, with the last 3 payments, the last one on the account was not a fact to prevent the money from being debited!
So it is a question of morality and nothing of the terms and conditions and these are mostly of no importance anyway and only serve to scare people and not to complain😕
The fact is I have 19537 euros on my blocked account and these have been reserved for me since October 😕 withdrawals have always been made with pleasure!
5 chatverster at least the in 5 email processes confusing sixh talk about head and neck. You will always be put off with false tatdaxzeb and put off and when my deposits were not accepted on the player account, no one was itchy! I see reputation of 5 stars differently and 7 days for mr bet time to answer I think for someone who converts ten thousand times as much in this time a bit much
Dear Andrej,
Please check the mail we've sent you as a response to your question.
Best regards,
Mr.Bet Casino team
If you knew that there was a violation of the terms and conditions and payments will not take place, why do you have the nerve to debit everything that was possible on October 28th? Nobody comes along and shops for me. And why you email Mr. Guru from behind remains a secret. The last 3 deposits made would be accepted and I won from them. If you accept the payment ... then you must also withdraw the winnings!
Thank you, Mr Bet Casino team, chriskrisma23, for your replies.
Dear Mr Bet Casino team,
I have received and checked your e-mail. Can you please provide the player’s transaction history as well as the relevant bet/game history?
Dear Andrej,
Please find the Player's deposit history in the recent e-mail.
We kindly ask you to specify for what dates the user's gaming history should be provided?
Best regards,
Mr.Bet Casino team
If I get an okay from you andreji to load the data into the thread here, I would do that at the beginning of the week. Mr bet always leaves many days behind and the months drag on ... Whoever can can waste time is disposition.
Courage to gap. I'm less ashamed than I'm a fighter, so it doesn't matter to me to reveal anything and nobody has to feel that the details that are relevant to the course of this mess are left out unnoticed.
Kind regards and a good start to the week.
Dear chriskrisma23,
I’m afraid I cannot upload, nor forward the provided evidence without the casino’s approval as any information shared between a casino and our team in a private conversation is always considered strictly confidential.
Dear Mr Bet Casino team,
The player’s gaming history for the time period between October 24, 2021, and the date of the withdrawal request would suffice. The main question we need an answer to is how much (if any) of the player’s winnings were accumulated with the use of funds that should not have been credited to his gaming account.
In addition, I’d like to kindly ask you to address chrikrisma23’s request. Can the evidence be provided to the player for review?
Dear Andrej,
Please find the Player's gaming history in the recent e-mail.
We also wanted to inform you that, our communication with Casino Guru may contain commercial information, so it's not allowed to give access to it to third parties. If the Player wants to receive a history of payments or bets, he can submit a request for GDRP and we will provide him with the required information.
Best regards,
Mr.Bet casino team
Dear andrej, please give me your email address so that I can present you the other side of the coin, I have everything in screenshots and would like to send them to you so that you can compare the data
Dear chriskrisma23,
Feel free to send any additional information to andrej.p@casino.guru (or you can post it here).
Thank you all for your patience. After a thorough review of the provided evidence, we are rejecting this complaint as ‘Unjustified’.
Dear chriskrisma23,
Even though your winnings were accumulated exclusively from a deposit that was successful, please understand that the sum of the deposits that were made previously, and were credited to your balance, but not deducted from your bank account constitute a debt owed by you to the casino. Another way to look at this situation is that you took advantage of a system failure and therefore, breached rule 3.3.2.:
3.3.2. If we mistakenly credit your Member Account with winnings that do not belong to you, whether due to a technical, error in the pay-tables, or human error or otherwise, the amount will remain property of us and the amount will be deducted from your Member Account. If you have withdrawn funds that do not belong to you prior to us becoming aware of the error, the mistakenly paid amount will (without prejudice to other remedies and actions that may be available at law) constitute a debt owed by you to us. In the event of an incorrect crediting, you are obliged to notify us immediately by email.
Either way, we consider the decision of the casino to be justified in this case. I'm sorry we were not able to help you with this one, but please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We will try our best to help.
Dear Casino Guru,
As we stated before, the main concept of the issue is not that the user won money during the incident with the Xentum payment method, but the fact he used technical error on the site for abusing our systems.
We’ve provided enough evidence so you can consider our point of view and accept the fact of a serious violation.
Our decision regarding this user is final. The account was blocked due to clause 3.3.2. of our terms and conditions. The player cannot use our services anymore.
Best regards,
Mr.Bet Casino team
But the fact is quite simply that it is outrageous not to pull 750 euros out of my pocket beforehand and block me a day later !!! @
Mr bet, why don't you just transfer the 750 back to me that you have stolen from me ... -> you have debited it and then blocked me after I won, because there was no chance of an actual win so there was no fair game of chance the theft
Thank you, Mr Bet Casino team, chriskrisma23, for your replies.
Dear chriskrisma23,
I understand your frustration, but there’s no doubt that you tried to take advantage of a technical error. Unfortunately, confiscating the entire balance is the standard procedure in cases like this.
I’m sorry I can’t be of more help. I hope you won’t come across a problem like this again.
As explained earlier, we will now close this complaint as ‘Rejected’.
