Mr Bet Casino - Player’s bonus winnings have been voided.

Die Kurzfassung:

Nach einem 100% - Bonus über 50 Euro für meine zweite Einzahlung gelang es mir, knapp 7300 Euro zu erspielen, die mir jedoch am nächsten Tag verweigert wurtden, ausgezahlt zu werden.

Folgende Begründungen in den Chatkonversationen folgten:

1) Mein Bonus gilt nur für einen Maxixmalgewinn von 50 Euro.

Falsch: 40 - fache Umsatzbedingungen. Hatte ich mit einem Mail schnell bewiesen.

2) Na dann habe ich die Bonusregeln verletzt und mit einem 75 Eurospin book of dead gespielt. Es sind nur maximal 50 Euro generell auf der Seite möglich, die nächste Lüge.

Als ich auch das beweisen konnte, gab es als 3. und endgültige Begründung "das Überschreiten des Maximaleinsatzes".

Vorgegeben waren bei Slots maxbet 5. Euro Livecasino Maximal 12 Euro. Beides habe ich nie überschritten, man verweigert mir aber auch nach mehrmaligen Nachfragen die gaming history, obwohl der Fall ja für sie geschlossen ist.

Andere Begründung war dann, dass ich von einem "low weighted game" zu einem "high weighted game" gewechselt bin und das nach "large wins", die ich nie hatte bei einem low-game. Der große Gewinn war bei Danger High Voltage und sonst nirgends und das zählt natürlich als high weight. Die offizielle Begründung in der Paymenthistorie is aber weiterhin das Überschreiten der 5 Euro Max- Regel bei slots, das mir mit Sicherheit nicht passiert is.

Nach mehrmaliger Drohgerbären über die Veröffentlichung dieser Sauerei, hielt man mich nun mehr 2 Wochen hin, in dem man mir versprach, sich den Fall nochmal anzusehen, bis zum endgültigen "sry, final decision"

Daher eine absolute Abzocke, Lug und Betrug und eine totale Willkür, die man nicht nur von mir zu lesen bekommt.

Hände weg!

Dear Markus,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked general bonus terms and conditions, and this is what I found https://mr.bet/terms:

"The maximum bet allowed when using bonus money shouldn’t be larger than 5 EUR or your currency equivalent (if not stated otherwise) until such time as the wagering requirements for that bonus has been met. Mr.Bet reserves the right of voiding bets and winnings resulting from bets of larger amounts."

Could you please advise if you have bought any in-game Bonus Spins or Bonus Feature? Additionally, if your account is still accessible,  please forward your game history to my email address: petronela.k@casino.guru and specify which exact bonus you have played. I hope, we will be able to help you with this case as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Vielen Dank für die Antwort!

Es war in jedem Spiel, am oberenen Rand, klar angezeigt, wie hoch der Einsatz sein darf.

Slot 5 Euro maximum. Live 12 Euro maximum.

Ich spielte hauptsächlich book of dead, legacy of dead , danger high voltage ( der große Gewinn) und kurze Zeit monopoly. ( kein großer Gewinn und Wechsel zwecks Wagering, wie mir unter anderem unterstellt wird)

Auf die gaming history warte ich seit knapp 3 Wochen. Jetzt mit Nachdruck erneut aufgefordert, mir diese zu übersenden. Die "entsprechende Abteilung" kümmert sich angeblich darum ..

Danke dir.

Beste Grüße

edit: Keine Bonus Buys oder sonstiges.

Auch den Beweis für meinen 75 Euro - Dreh hätte ich gerne. Wie armselig.

Dear Markus,

Thank you very much for forwarding your game history. Would it be possible to make a screenshot of €12 maximum allowed bet for the live games, which applies for bonus play? Additionally, I have found two bets of €24 played on 11th of June (please see the screenshot below).

Could you please specify a time frame in which the bonus was played (day of redemption and completion)? Thank you very much in advance.

Servus Petronela,

die 24 Euro - Bet wurden nicht angenommen, siehe auch Uhrzeit. Hier habe ich nur einmal versehentlich auf "double" gedrückt, aber es wurde eben nichts angenommen. "bet rejected" Es konnte also ein Einsatz, höher als 12 Euro, gar nicht stattfinden. Daher weiß ich auch, dass ich gegen keine Regel verstoßen habe.

Einlösung und Abschluss binnen weniger Stunden. Habe gleich durchgespielt 🙂

Lg

Thank you very much Markus for your reply. I will now transfer your complaint to my colleague Peter 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 Markus,

I looked at your case and understand the situation. I will contact the casino and see what can be done.

Thank you, sir!

We would like to ask the MrBet Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hello Markus!

 Your winnings were written off due to the violation of our Terms and Conditions:

7.12. The maximum bet allowed when using bonus money shouldn’t be larger than 5 EUR (or your currency equivalent) until such time as the wagering requirements for that bonus has been met. Mr.Bet reserves the right of voiding bets and winnings resulting from bets of larger amounts.

7.14. Mr.bet has a zero-tolerance policy towards bonus abuse, fraud, taking unfair advantage of us and/or other suspicious activity, and we reserve the right to block and remove bonuses, associated winnings and/or deposits from accounts that we suspect, at our sole discretion, are involved in such activities or behaviors such as, but not limited to:

Moving from a low weighted game (50% wagering contribution or less) to a higher weighted contribution game (70% or more) after large wins for the purpose of clearing wagering requirements. For example, but not limited to placing bets on roulette or BlackJack and then after a win moving your gameplay to slots to clear wagering.

  Deposits were compensated in the full amount.

Your request regarding the provision of the game history was processed for 6 days. Then you were provided with a game history of the account, where you can check all your bets and wins.

   During registration, you agreed with our Terms and Conditions. We are a licensed casino and follow the rules. Unfortunately, it is a final decision regarding your winnings.

Best regards,

Mr.Bet team

Wie erwartet, kommt wieder diese fadenscheinige Ausrede.

Man konnte mir weder den "large win" nachweisen, wo ich plötzlich das Spiel gewechselt habe, noch sonstige Vergehen, die gegen die Bonusbedingungen verstoßen.

Wie ist die Definition eines "large win" bei einem bei Live Games maximal erlaubten Einsatz von 12 Euro? 30x 40x? Lächerlich. Und sie wissen das auch.

Wo ist übrigens der Beweis für meinen 75 Euro Einsatz, der zuerst als Argument (bewiesen mit Screenshots) her genommen wurde, um mir meine rechtmäßigen Gewinne zu stehlen?

Dies ist eine reine Schikane und willkürliche Handhabe. Die gaming history belegt eindeutig, dass ich gegen absolut keine Bedingung verstoßen habe und mir das Geld zusteht.

Dear Mr Bet Team,

I looked at the player's game history but couldn't find any bets over €5. Could you please provide the full game history and mark the bets that possibly caused the breach of the maximum bet rule (peter.m@casino.guru)? Thank you.

Danke dir, Peter. Endlich jemand, der auf meiner Seite ist und einsieht, dass ich hier gegen nichts verstoßen habe.

Danke

We would like to ask Mr Bet Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.

Dear Marcus and Casino.Guru Team,

We are sorry to learn of your experience and can understand your frustration regarding the case.

An investigation of your concerns has been taken upon by our Team and we would like to share the outcome and case clarifications with you.

The investigation includes a review of all your interactions with our Customer Care Team and the records of your account activity.

Please be advised that paragraph 7.14 of our T&C which states "Moving from a low weighted game (50% wagering contribution or less) to a higher weighted contribution game (70% or more) for the purpose of clearing wagering requirements" reserves us the right to block and remove bonuses, associated winnings and/or deposits from accounts that we suspect, at our sole discretion.

Our system records show us that your gaming pattern flows from playing Monopoly Live (a low weighted game) to regular slot machines (higher weighted contribution game) after a win that considerably exceeds the amount of bet, which gives us reasonable grounds to consider it as an attempt to clear your wagering requirements and this stands as the reason of voiding the winnings in question. We confirm our decision as legitimate and final at this point. 

However, we acknowledge and understand that the Customer Service provided to you has not met the level of experience we want for our clients and has misled you at many points. Please be assured that all required repercussions have been made to avoid any situation like this in the future. We thank you for taking the time to bring your concerns to our attention. We welcome all clients' feedback as this provides us with valuable insight into our services from the user’s perspective and can inform us of service improvement, as it has done in this case.

Our Customer Service representative will reach out to you shortly to discuss suitable compensation for the miscommunication issues you've encountered.

"Our Customer Service representative will reach out to you shortly to discuss suitable compensation for the miscommunication issues you've encountered."

Da bin ich mal gespannt, auf einen Kontaktversuch warte ich aber noch immer.

Hi Markus,

Has the casino contacted you?

Dear Markus,

We are extending the timer by 7 days. Please, be aware that in case you fail to reply and provide the required information in the given time frame, we will reject your complaint.

Hallo, das Casino hat mich kontaktiert, mir 1000 Euro gutgeschrieben, wo ich aber bis heute nicht weiß, wie das umzusetzen gewesen wäre, um eine Auszahlung vornehmen zu können.

Hatte mehrmals, nach vielen Umsätzen, versucht, jedoch keine Möglichkeit. Die Dame am Telefon sprach in einem schwer verständlichen, holprigen Deutsch. Auch wenn sie bemüht war, sich zu entschuldigen und freundlich zu sein, auf einem gemeinsamen Nenner kamen wir nicht.

Summa summarum: Alles Geld weg ..

Vielen Dank für ihre Unterstützung

Thank you Markus for the reply.

Dear Mr Bet team,

You stated that breaching of the following term was the reason for cancelling the player's winnings:

"7.14 of our T&C which states "Moving from a low weighted game (50% wagering contribution or less) to a higher weighted contribution game (70% or more) for the purpose of clearing wagering requirements" reserves us the right to block and remove bonuses, associated winnings and/or deposits from accounts that we suspect, at our sole discretion."

I'm afraid, we cannot accept this argument and consider it to be against our Fair Gambling Codex:

https://casino.guru/fair-gambling-codex-for-casinos#betting-patterns.

Dear Markus,

I recommend you to submit a complaint to the Curacao Gaming Authority using the following link: https://validator.curacao-egaming.com/validate?domain=mr.bet&seal_id=f88c51920af0d2f1633588b41238f34c44acf0725589885a03b8d0275c485f4fbd4989f46fa4a4dbdcf4ffbc78912296&stamp=5bef01dd05f62b14704ef16cacffb55f.

It's not the best license out there, but they might be able to help. I will mark the complaint unresolved. Unresolved complaints affect the overall rating of the casino. If the casino management decides to change their mind, you will be notified by email. Let me know if you need further assistance with submitting the complaint to the gaming authority (peter.m@casino.guru).

Best regards,

Peter

Habe nun doch noch alles bekommen, wieso auch immer plötzlich. Damit ist alles ok

Ich möchte euch sehr herzlich für euren Einsatz danken, sollte ich irgendwo was spenden können, bitte um Mitteilung

LG

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

We received the following reply from the casino:

"Dear Casino Guru team,

  Mr.Bet team reviewed the case, happened to the customer. We recognized the strictness of our previous decision and realized that there is a possibility to resolve the case in favor of the customer. We are ready to reimburse the full amount of winnings. Unfortunately, bank fee cannot be reimbursed, as it is taken by bank only. 

We hope for a timely request resolution!

Thank you for your request.

Best regards,

Mr Bet team"

Thank you Markus for the very quick reply. I'm glad to hear that you received your winnings. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.