The player from Austria had his bonus winnings cancelled due to a breach of the casino's Bonus T&Cs. The casino eventually reconsidered their decision and paid the player in full. The issue was resolved.
Mr Bet Casino - Player’s bonus winnings have been voided.
Amount: €7,249.5
Mr Bet Casino
Safety Index:Very highSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Translation
The short version:
After a 100% bonus of over 50 euros for my second deposit, I managed to earn just under 7,300 euros, which I was denied the next day.
The following reasons in the chat conversations followed:
1) My bonus is only valid for a maxi win of 50 euros.
Wrong: 40 times wagering requirements. I quickly proved it by email.
2) Then I violated the bonus rules and played with a 75 Eurospin book of dead. Only a maximum of 50 euros is generally possible on the site, the next lie.
When I was able to prove that, the 3rd and final reason was "exceeding the maximum bet".
At slots maxbet 5 euros was specified. Live casino A maximum of 12 euros. I have never exceeded both, but I am also denied gaming history after repeated requests, although the case is closed for them.
Another reason was that I switched from a "low weighted game" to a "high weighted game" and that after "large wins", which I never had in a low game. The big win was at Danger High Voltage and nowhere else and of course that counts as high weight. The official reason in the payment history is still the exceeding of the 5 Euro Max rule for slots, which certainly didn't happen to me.
After repeated threatening bears about the publication of this mess, I was held out for more than 2 weeks in which I was promised to look at the case again until the final "sry, final decision"
Hence an absolute rip-off, lie and deception and a total arbitrariness that you can not only read from me.
Hands off!
Automatic translation:
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3 years ago
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
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3 years ago
Translation
Many thanks for the answer!
In every game, at the top, it was clearly indicated how high the stake may be.
Slot 5 euros maximum. Live 12 euros maximum.
I mainly played book of dead, legacy of dead, danger high voltage (the big win) and monopoly for a short time. (not a big win and change for wagering, as I am accused of among other things)
I've been waiting for gaming history for almost 3 weeks. Now emphatically asked to send it to me. The "relevant department" supposedly takes care of it ..
Thank you.
Best regards
edit: No bonus buys or anything else.
I would also like proof of my 75 euro shoot. How poor.
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3 years ago
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.
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3 years ago
Translation
Hello Petronela,
the 24 euro bet was not accepted, see also time. I only accidentally pressed "double" once, but nothing was accepted. "bet rejected" So a stake higher than 12 euros could not take place. Therefore I know that I have not broken any rules.
Redeem and close within a few hours. 'Ve played the same 🙂
Lg
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3 years ago
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.
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3 years ago
Hi Markus,
I looked at your case and understand the situation. I will contact the casino and see what can be done.
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3 years ago
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.
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3 years ago
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
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3 years ago
Translation
As expected, this flimsy excuse comes again.
I could not be shown the "large win" where I suddenly changed the game, or other offenses that violate the bonus conditions.
What is the definition of a "large win" with a maximum bet of 12 euros allowed in live games? 30x 40x? Ridiculous. And they know that too.
By the way, where is the proof of my € 75 stake, which was first taken as an argument (proven with screenshots) to steal my legal winnings?
This is pure harassment and arbitrary handling. Gaming history clearly proves that I have violated absolutely no condition and that I am entitled to the money.
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3 years ago
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.
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3 years ago
Translation
Thank you, Peter. Finally someone who is on my side and realizes that I have not violated anything here.
thank you
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3 years ago
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.
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3 years ago
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.
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3 years ago
Translation
"Our Customer Service representative will reach out to you shortly to discuss suitable compensation for the miscommunication issues you've encountered."
I'm curious, but I'm still waiting for a contact attempt.
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3 years ago
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.
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3 years ago
Translation
Hello, the casino contacted me and credited me with 1000 euros, but I still don't know how to do that in order to be able to make a withdrawal.
Had tried several times, after many sales, but no possibility. The lady on the phone spoke in a difficult, bumpy German. Even if she tried to apologize and be friendly, we did not come to a common denominator.
All in all: all money gone ..
Thanks for your support
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3 years ago
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.
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3 years ago
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
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3 years ago
Translation
I still got everything, for whatever reason suddenly. Everything is ok with that
I would like to thank you very much for your commitment. If I can donate something, please let me know
LG
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3 years ago
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"
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3 years ago
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.
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