The player from Austria reports losing 554€ during gameplay due to a bonus, which the casino does not refund as either bonus or real money. They express confusion over the casino's policy, having previously encountered payout limits of 50€ with active bonuses.
Mr Bet Casino - Player's winnings are confiscated due to bonus conditions.
Amount: €554
Mr Bet Casino
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Case opened
Current status
Waiting for Casino Guru to reply
5d 17h 0m 25s
Case summary
yesterday
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2 weeks ago
Translation
Due to a bonus, 554 was simply taken from me during the game and it will not be refunded either as bonus money or real money. I've played at so many online casinos, but nowhere have I heard that the casino is allowed to keep the money once the bonus has been fulfilled. I KNOW FROM MY EXPERIENCE THAT PAYOUTS ARE ONLY POSSIBLE UP TO 50 euros when the bonus is active or has been fulfilled. But I don't understand why such a large amount is just taken from me...
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2 weeks ago
Dear Imti13,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Do I understand it correctly, that you have accumulated your winnings from No-Deposit Free Spins? I have checked the Terms and Conditions, and this is what I found:
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.
I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.
If there is any additional information that would support your case, please do not hesitate to contact us, otherwise, I will be forced to reject your complaint. Thank you for your understanding.
Best regards,
Dominika
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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2 weeks ago
Translation
I won 2.50 with no deposit bonus through the bonus
So I paid another 30 euros to have a credit that I can continue playing and activated a bonus called lucky chance but the instructions said there was no balance ring or anything like that
but whatever that is
it is nowhere
in the terms and conditions
that the bonus money that I have earned can simply be withdrawn / I understand that you cannot cash out
or rather the limit is 50 euros
and you have to be careful to play with a stake of less than 5 euros and with live bets of less than 12
everything was kept!
Maybe I didn't want to pay out?
I know how to deal with
if you break the bonus terms and conditions
the casino may decide to declare the amount of bonus earned as invalid
I know the rules
but I have never seen or experienced
that I fall from 640 to 90 euros during the game and the support tells me
the system took it because of the bonus? Hello, that's theft
then I just pay out 50 euros every other day until I have earned the bonus and it is converted into real money... but simply withdrawing it is a no go!
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2 weeks ago
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So I always stuck to the stakes and deposited after the bonus, no matter what the casino says
the money cannot simply be withdrawn
either it has to be returned as a bonus
(although I have reached support. So he plays)
or it has to appear on my player account as real money (but temporarily not payable because bla bla bla still has to be earned before you can pay out)
I hope you understand what I mean and what I mean
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1 week ago
Translation
YOUR PROOF THAT I ALSO HAD REAL MONEY WITH THE BONUS / and during the GAME when it was spinning the score was 654 and suddenly during the spin 554 euros disappeared..
this did not happen because I wanted to cash out
I wanted to use the bonus myself, of course, and only cash out when it was possible!
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1 week ago
Dear Imti13, do I understand correctly that you deposited 30€ after you won 2.50€ from no-deposit free spins, and then, after the deposit, you activated the lucky chance bonus?
Could you please specify if this bonus is a deposit or no-deposit bonus?
Did you accumulate the winnings that were deducted from your casino account with the lucky chance bonus?
Could you please share the terms and conditions of this bonus?
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1 week ago
Translation
So I say the process
I played the no deposit bonus
reached 2.50
then I activated the lucky chance bonus
and paid 30 euros
But the 30 euros that I deposited I paid with a 60% deposit bonus that was x40 wagering and then had 48 instead of 30 euros
and I played with it
after a few minutes I received on 4 lines and 5 points bet 0.32 or 0.24 bet 5 men on legacy of dead
Was at 550 euros
then I played for free and then I was at 650 or something like that
dan. I continued playing after 3-5 spins and my money went from 650 to 95 euros during the game
I was briefly shocked
and yes that was the process
it's just that they can't just take the money away...
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1 week ago
Translation
Look
according to me
should they give me that back as bonus money on my player account
and I at least try to continue implementing it
(it should say how much and I'll try to implement it if they can't give me it as real money because of bonus conditions) but theoretically they could give it back to me as bonus money
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1 week ago
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and with lucky chance bonus I didn't find any service because there was no notice for the bonus either!
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2 days ago
Dear Imti13, could you specify which no-deposit bonus you used? Was it free cash or free spins?
Also, could you share the terms and conditions for this bonus?
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2 days ago
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That was the 15 free spins Avalon So free spins the first thing I started
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2 days ago
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I can't find the terms and conditions for the bonus
during the game you cannot read the bonus terms and conditions
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2 days ago
Dear Imti13, did you meet the wagering requirements for your free spins winnings?
Was this no-deposit bonus offered to you via email or via your casino account?
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2 days ago
Translation
This is the only
what I can still show there
because of the bonuses I activated, money was taken away from me anyway 
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2 days ago
Translation
The bonus was in. The mr bet app available and yes it was fulfilled otherwise the system would not do something like that
instead of converting the sas bonus money into real money
it was taken away from me
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2 days ago
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And no, I did NOT REQUEST ANY PAYOUTS during this time!
just for info if this question should come up
This is getting annoying...
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2 days ago
Thank you very much, Imti13, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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2 days ago
Translation
Ok so wait again
but I still thank you for the time
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2 days ago
Hello there,
Thank you Imti13 for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask Mr Bet Casino for their help in resolving this complaint. We would like to know why were the player's winnings confiscated and what can we do to help resolve this issue.
Thank you!
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yesterday
Dear Peter,
At the moment of balance correction the user had several previously activated bonuses active, one of which was free and had a withdrawal limit. As the user had a bonus balance and unplayed wagers on other previously received bonuses, for this reason after balance correction the funds remained on the bonus balance with unplayed bonus wagers from other bonuses.
For our part, we fulfilled our commitments, as we left on the balance no less than the amount specified in the rules of the bonus - namely 50 euros maximum withdrawal amount + the remaining bonus balance and wager from another bonus.
We thank you for co-operating and will be happy to help if you have any questions.
Casino Guru is examining the case
