The player from Germany had won 8100 euros and requested a payout. However, her account balance had been reduced to zero, with the casino citing a possible technical or human error. The player denied any such error. After an investigation, the casino discovered that due to a technical issue, the player's deposits had been returned to her bank account, but still reflected in her casino account. Consequently, the player's winnings were confiscated as the balance used for playing was not hers. Despite the player's objections, we confirmed that the casino's actions were standard in such cases and unfortunately had to reject the complaint.
Mr Bet Casino - Player’s winnings have been confiscated.
Amount: €8,000
Mr Bet Casino
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
6 months ago
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9 months ago
Translation
Good Evening.
I'm facing the following issue. I won 8100 euro at Mr. Bet. Finally had some luck and was excited.
I then requested a payout of 8000 euros.
Since nothing happened by Wednesday, I used the chat function and was told that the payment would be split, with the first 5000 euros coming on Monday.
Yesterday, I wanted to check my account and possibly play the 100 euros, when I saw that the account balance was 0. I contacted customer chat again: I was told they would have to pass it on and someone would get back to me.
When no one had contacted me by this afternoon, I inquired again. The answer was that the account has been reactivated, but the money has been withdrawn.
The following answer:
I received a reply from the specialists. Please note that 8103.12 EUR was withdrawn due to Rule 3.3.2 in the Terms and Conditions.
"3.3.2. If we mistakenly credit your member account with winnings that do not belong to you, whether due to a technical error, an error in the payment table, a human error, or any other error, the amount remains our property and will be deducted from your member account. If you have withdrawn funds that do not belong to you before we become aware of the error, the erroneously paid out amount (without prejudice to any other legally permitted remedies and actions) constitutes a debt owed to us. In the event of an erroneous credit, you are obliged to notify us immediately by email."
The claim that no error occurred and that there was no technical problem is ignored.
Can I do anything?
Thank you very much
Best Regards, Nadine
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9 months ago
Dear nadinestenger3,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
Did you accumulate your winnings with or without an active bonus?
Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it 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,
Kristina
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9 months ago
Translation
Hello Kristina,
I wrote you an email.
Thank you for the quick response and for trying to help.
LG Nadine
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8 months ago
Thank you very much, nadinestenger3, for your cooperation. I will now transfer your complaint to my colleague Jozef (jozef.k@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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8 months ago
Dear nadinestenger3,
Thank you very much for sharing your negative experience. We are now going to reach the casino team.
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8 months ago
Dear Jozef,
Due to technical reasons, the funds were not debited from the user's bank account and did not arrive at the casino's account. However, there was a credit to the user's gaming account. Therefore, on our part, we initiated the deduction in accordance with clause T&C 3.3.2. If the payment on the user's side was successful, we kindly request the submission of the bank statement for February 20, 2024, showing all deposits made on that day, so that we can review the deduction.
Thank you for your attention to this matter.
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8 months ago
Translation
Good evening, can I send you the bank statement from February 20th? Send by email? Please tell me the email address.
Thank you
Best regards
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8 months ago
Dear nadinestenger3,
Absolutely, it's entirely possible to send the bank statement from February 20th via email. You can send it to our support team email address at support@mr.bet . They'll be glad to assist you further.
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8 months ago
Dear nadinestenger3,
Have you forwarded it to the casino support? Are there any updates?
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8 months ago
Translation
Hello Jozef, yes once to you and about 40 minutes later to support. Unfortunately no response has been received so far.
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8 months ago
Dear Mr Bet Casino team,
Thank you very much for your cooperation. Please, could you react?
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7 months ago
Dear Jozef,
In response to the query regarding the payment discrepancy, we have conducted a thorough investigation into the matter. Here is the outcome:
- The amount of 8,100.12 EUR was not debited from the user's bank account and did not transfer to the casino account due to technical reasons. Instead, it was mistakenly credited to the user's gaming account.
- Upon detection of the error, the total amount of 8,100.12 EUR was deducted from the user's gaming account.
- Our appropriate department reviewed the bank statement provided by the user and confirmed six (6) write-offs of 50 EUR for February 19-20, 2024, along with six (6) corresponding returns of 50 EUR on February 20, 2024. Consequently, all payments were returned to the user's gaming account.
- Therefore, the write-off of 8,100.12 EUR was deemed correct as we did not receive such funds from the user.
We sincerely apologize for any inconvenience caused by this matter and appreciate the user's patience and cooperation throughout the investigation.
If further questions arise, please feel free to contact us. We are here to assist at any time.
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7 months ago
Translation
Hello,
I didn't notice anything about the chargebacks. Basically, the profit comes from the money that was deposited and not from the money that was charged back for whatever reason. You should take a look at the history. Everything seems to be correct and so is the profit. I'm sorry, I don't understand.
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7 months ago
Dear Mr Bet Casino team,
thank you for your reply. Do I understand correctly that the player's deposits did not reach your end, but they still appeared in the player's balance? Please, could you forward me evidence supporting your claims?
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7 months ago
Dear Jozef,
The player's deposits did not register on our end, yet they reflected in the player's balance due to an anomaly. Consequently, manual deductions were necessary, as we did not receive the funds. Rest assured, we have dispatched an explanation via email elucidating the matter.
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7 months ago
Translation
Hello, unfortunately I didn't receive a separate message. Only the one that is posted online here.
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6 months ago
Dear nadinestenger3,
I can confirm that based on the evidence provided by the casino team, it appears that 6 of your deposits were returned to your account on the 20th of February. Are you not aware of this?
If not, could you please send me your bank statement for the entire month of February?
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6 months ago
Translation
Hello, I sent you the complete bank statement by email. Of course I can confirm that, but if you look at the history you can see that I didn't win the money I won with this money. Is that understandable?
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6 months ago
Dear nadinestenger3,
I understand that you won the amount through genuine gameplay. However, even based on the evidence you provided, it is evident that your deposits never reached the casino. Even though you saw them reflected in your casino account, they were all returned to your bank account. Therefore, the balance used for playing was not yours, and unfortunately, the confiscation of your winnings was justified. It is an unhappy situation, but I do not have sufficient grounds to ask the casino to pay out these winnings. It appears that a technical issue on the part of your bank prevented the transfer. I am sincerely sorry, but I can confirm that the casino's actions are standard in such cases. For the future, I can only recommend contacting the casino team immediately when the funds return to your account.
Concluding all the information above, I am forced to reject this complaint. You have every right not to agree with my opinion. An alternative option is to file an official complaint with the licensing authority of the casino. Feel free to contact me if you have any questions or require further assistance.
Kind regards, Jozef
