Mr Bet Casino - Player’s funds confiscated due to bonus terms.

Hello, I would like to make a complaint against the casino. My real money balance (PLN 1,383) was confiscated only because when I made a deposit of PLN 42 on June 27, 2024, I activated the "PLN 15 extra money balance" bonus. I would like to point out that I only traded money from the real money balance and it was not possible to turn over the bonus at all." On July 2, 2024, I ordered a withdrawal of PLN 200 and after this positive withdrawal, the PLN 15 bonus was removed and the comment "unused bonus, deducted amount of PLN 15" was placed. Later, I ordered further withdrawals that were expected because I had to verify the account. In the meantime, I was still placing bets from the real money balance WITHOUT the above-mentioned bonus.. after verification, the money from the balance disappeared and point 7.9 of the regulations regarding the bonus was illegally assigned to me from the bonus since they lost it after the first payment? And secondly, this bonus cannot be turned over at all!!

Dear mamixy1920,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Mr Bet Casino.

First, let me refer to the rule in question: https://mr.bet/terms

7.9. The maximum winnings/profit from No-Deposit Free Spins, all No-Deposit bonuses and all additional bonuses to Achievements allowed for withdrawal, is limited to €50 or currency equivalent unless stated otherwise. We reserve the right to reduce your balance to an amount exceeding the aforementioned €50 winning limit from No-Deposit Free Spins and bonuses. This reduction may occur immediately after a win or upon your request for withdrawal of the corresponding winnings. In order to withdraw winnings from the free bonus, you need to make 1 successful deposit.

Please allow me to ask you a few questions, so I can better understand the situation. 

• How did you activate the bonus? Were there any specific rules associated with the bonus?
• If the wagering of the bonus didn't progress, have you contacted casino support and asked why that was? Have you asked casino support to cancel the bonus?
• Do I understand correctly that between the moment you activated the 15 PLN bonus until a successful withdrawal the 15 PLN bonus balance was visible and untouched in your account?
• Have you confronted the casino with this information? What reply have you received?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hi. Thanks for accepting my application. I activated the bonus on June 20, 2024 in the bonuses section "additional money PLN 15", the requirements for releasing the bonus are x1 turnover on bets. Nothing was written anywhere about the time in which I had to turn over the bonus. After making a deposit of PLN 42 on June 27, 2024, I only traded the amount from my real money balance and the bonus was impossible to release. I then contacted the support again (unfortunately I don't have a record of this conversation, but the casino probably has access to the history of all records of support conversations with players) about the bonus requirements and they confirmed "x1 turnover on bets, i.e. PLN 15" and I had already played on this amount (I can send the game history). On July 2, 2024, a withdrawal of PLN 200 was successfully ordered, and from this payment I lost a bonus of PLN 15 from my balance, additional money... And I keep playing with the amount from my real money balance until the verification is completed and my winnings are confiscated.

I can send to your e-mail the entire record of 2 conversations with the casino support after making an internal transfer from them in the amount of PLN 1,383. Call records are only in Polish, so please use a translator.

Thanks for your patience.

In one of the transcripts the support wrote this:

Jak widzę w systemie masz odegrane 20 FS w grze MULTIFLY z maksymalną wygraną 250 PLN

• Have you learned when the bonus was activated and played?
• Was it anywhere in the period between your withdrawal request and your 42 PLN deposit made on 27/6/2024?
• Could you please share a link or a screenshot of the 15 PLN extra bonus balance promotion? If it was sent to you via email, please forward it to my email at tomas@casino.guru

the matter has already been resolved. Mr bet returned the money taken from me and the reason for this was a system error on their part

Dear mamixy1920,

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

Casino.Guru