Mr Bet Casino - Player’s balance has been cancelled.

hi i deposit 100 Eur and get 122 Eur promo bonus , I won from that amount around 400 EUR and then all the money disappear. I am trying to get know what happened since 48 hours and i'm still waiting...

Dear pingu4,

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 your account was successfully verified in the past and if you redeemed any promotional offers prior to this last one?

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

It's my first deposit and my first offer. I want to made a wager.

. I was betting normally for the bonus and suddenly the whole amount disappeared and a symbolic PLN 1 appeared. Available for withdrawal ...

The case took place on Monday, since then they explain that they are working up a sweat and taking cases " first come, first served". I have emails with above message if u want I will sent to u with translation from Polish,

I get my money back and i bet around less than 1 euro, few bets ( maybe ten ) and once again the funds disapear... 😛 It's ridicoulous 🙂

No i don't withdraw any funds because i don't fullfil wager requirements. On chat i get only info that specific department approved giving me the bonus by ChatGuy 🙂 . I am waiting for this again, i bet it will be around 2-3 days 🙂

Thank you very much, pingu4, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@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.  

Hi pingu4,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask Mr Bet Casino to join this conversation and share more information regarding the case.

Can you please provide any reasons why the player's winnings have been cancelled?

Looking forward to hearing from you!

Best regards,

Tomas

I would like to explain, I deposit 410 PLN and get 500 additional bonus, i bet everything and won 1600. Next i was betting on tennis live. After 5-6 bets with minimal stakes around 1-2 PLN. My balance disappear and get pennies like 1/5 PLN. I cant see the history of transactions (Incomes,outcomes). Firstly on last thursday I get the explaination and ChatGuy manually gives me the missing amount. After 5 bets The same thing happend and I am struggling since thursday and in this time, it will be longer battle for my money ( and bounus ) than first time. I don't order withdrawal and bet opposite teams to illegal wager the bonus. It was normal bets on who get next point in tennis . I would like back my money and bonus could be disappear. Really I dont know why you recommened this casino. They have a lot of complaints and I saw them after big banner that u recommend this casino .

Dear Tomas,

We deeply apologize for any inconvenience caused by this matter and we want to assure you that we take such incidents very seriously.

We have reviewed the situation and we confirm that the user has already received compensation for the amount of 1,669.35 PLN on April 20, 2023. However, we regret to inform you that the issue has resurfaced and we are aware of the importance of resolving this matter promptly.

Our technical department is currently working on the maintenance of the balance system and is striving to identify the root cause of the technical error. We are committed to addressing this issue and taking the necessary steps to ensure that this does not occur again in the future.

Best regards,

Mr.Bet Casino team

it's been going on for a week now... Last time you detect and fix the problem in three days.

Dear Mr Bet Casino, thank you for providing the information.

I’m extending the timer by 7 days. Please update us once the issue is fixed.

Kind regards,

Tomas

Dear Tomas and Mr Bet Casino, two days ago I get my money back, today and I bet a couple bets around 50 euro and the problem happened again.

First time around 2-3 weeks ago. You solved it within 3 days.

Second time. After few bets the balance disappear again. The solving process took around 8 days and i get monet 1st of May. Today I encounter the same problem.

DEAR MR BET I kindly ask for return my deposit because it's ridicolous for me. Three technical issues during one month.

Dear Mr Bet Casino,

Can you please refund the player as per the above-mentioned request?

Thank you.

Kind regards,

Tomas

Dear Tomas,

We would like to assure you that our technical team is currently working on the issue that caused the balance problems. In the meantime, we have compensated pingu4 with the full amount that was written off to his bonus balance.

We understand that you may still be waiting for further information regarding the refund, and we would like to assure you that as soon as we receive a response from our technical team, we will be in touch to provide you with all the details you require.

Best regards,

Mr.Bet Casino team

Dear Casino Guru, yes you return the amount 1st of may and 2 days later this money gone away and you still don't know why after 2 weeks and 3 incidents. So in my humble opinion. Return the amount minus bonus will be fair and after that you can still examining Your problem and spare me the nerve.

Best regards for all teams Casino Guru and Mr Bet

Dear Mr Bet Casino,

Do you have any updates regarding the technical issue? If there is no update, would you be willing to comply with the player's request above?

Thank you.

Kind regards,

Tomas

I get email from Mr bet but it's not clear for me ( maybe it's machine translating issue). They offering me bonus 100 pln with 45 wager requirements. I don't know it's additional solution or instead of my last 1600 balance. But it needs clarification, they are mention about third time topup my account with correct amount, but i can't notice it. So Mr BeT I kindly ask for clarification.

My preferable solutions:

• Return balance minus bonus (1000 pln ) or
• Return correct balance ( around 1600 pln on my player bonus account and assure me that you don't have technical problems with hiddening balance)

I don't expect any other bonuses for waiting.

Best regards for MR bet

Dear Mr Bet Casino,

Can you please comment on the player's reply above?

Thank you.

Kind regards,

Tomas

Dear All,

The user's balance was restored. In case the issue happens again, we'll initiate the refund procedure.

This bonus that the user was offered with is not an alternative solution it's an addition for being loyal despite technical difficulties, that the user can claim anytime.

Best regards,

Mr. Bet Casino team

Dear Mr Bet Casino, thank you for providing the information.

pingu4, can you please confirm that the matter is now resolved?

Thank you.

Kind regards,

Tomas

Dear pingu4,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

i played many bets and in my opinion the problem was solved correctly

Dear pingu4,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas