The player from Austria has a problem with the casino after they deleted 20,000 euros from their account, resulting in only 200 euros remaining. The issue occurred after support told them all 5,000 euros obtained from bonus playthrough could be withdrawn. We rejected the complaint because the player didn't respond to our messages and questions.
Mr Bet Casino - Player's winnings have been confiscated.
Amount: €20,000
Mr Bet Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
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1 year ago
Translation
Hi. I received a 150 euro bonus from the casino with a withdrawal limit of 200 euros. And 45x
I did it 45 times
About 5000 euros were credit to my casino account after 45 times (not in bonus balance)
I asked the support team about this 5000. Specifically, I asked how much I could withdrawal. The support team responded after a system check that all 5000 euros could be withdrawn.
After playing more and winning another 20,000. When I tried to withdraw, the casino deleted all 20,000.
Only 200 euros are left.
Automatic translation:
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1 year ago
Dear njozsi851111,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
I have checked the general bonus terms and conditions, and this is what I found (here):
7.9. The maximum winnings/profit from No-Deposit Free Spins, all Free money bonuses (Free Chips) and all additional bonuses to Achievements allowed for withdrawal, is limited to €50 or currency equivalent unless stated otherwise.
I would like to emphasize, that according to our Fair Gambling Codex, 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.
Do I understand correctly that your winnings have been accumulated from a free bonus entirely? Could you please advise how did you learn about the maximum cashout of €200?
Please forward any relevant communication to petronela.k@casino.guru.
Thank you in advance for your reply and I hope we will be able to help you as soon as possible.
Best regards,
Petronela
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1 year ago
Translation
Habich send a skreen schott.
After these 5000 I won another 15 000 eu.
Edited
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1 year ago
Could you advise if you deposited any funds into your account when activating the bonus or if it was a free promotional offer?
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1 year ago
Translation
Player's additional comments:
Greetings, do you have any new info for me?
I know with the bonus up to 200 eu payout limit. From when I won 12000 eu I can already play with my 200 eu. Because of a couple of hours of fruit I did 55×!
And never once does not go down more than 200 eu.das is not my schult is mr. bet so late delete leftover money from bonus.
Mr.bet give me a bonus with conditions I did everything right. well written money my account ( not in bonus money account! ) I still ask support that's right my money and said yes. then I play on and won more money .if say no so and so i don't have to keep playing
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1 year ago
Dear njozsi851111,
Could you please advise on the following?:
- How much was your active balance after completing the bonus wagering?
- Where your winnings capped right after the bonus wagering was completed?
- Are there two separate balances inside your casino account (bonus v real money balance)?
Thank you in advance.
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1 year ago
Translation
Sorry for answering so late.
My answer to the first question is something like 5,000 euros.
(After closing - cash balance/payable proceeds -5000 euro
Bonus money 0 euro!
Then I then I ask support with this money already right my money, write support yes.!!! Then I keep playing and with one press I won 12,000 euros!!!!
!!!!!and give this bonus if i already lost 1500 euro!!!!!!!
Answer to the second question :
Maximum withdrawal with the bonus is 200 euros.
(That I understand. After fulfilling the bonus conditions 5000 write aba my money only 200 euros because of bonus. aba these 200 already my money!!
It had nothing to do with the bonus, just the remaining 4,800. But I didn't play with it because I didn't drop below 200. Later, when I throttled the game, it started spinning fast and I won the 12,000.
Answer to the third question ::
After graduation -
Cash balance/payable proceeds -5000 euro
Bonus money 0 euro
Thank you for taking care of my problem and sorry for my late reply
LgJ Nagy
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1 year ago
Translation
I also want to mention that the bonus was generated by the system because I deposited around 1500 and received it first
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1 year ago
I do apologize for asking the same question, but your winnings were capped twice, is that correct? Right after completing the bonus wagering and later again? Could you please forward your game history?
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1 year ago
Dear njozsi851111,
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.
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1 year ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
