The player from Austria faces a significant issue with his winnings after a large deposit of €20 led to a total balance of €51,000. However, due to casino policies regarding no-deposit bonuses, €49,744.71 was deducted from his account, leaving him with only €1,267.65 to withdraw. He believes he complied with the wagering requirements and is unsure of his next steps.
Mr Bet Casino - Player's winnings have been confiscated.
Amount: €49,744
Mr Bet Casino
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Case opened
Current status
Waiting for Casino Guru to reply
6d 18h 28m 16s
Case summary
5 hours ago
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4 months ago
Translation
I paid 20€ on 9.7.24
I kept winning until I got to 51,000!
My verification was delayed the whole time for various reasons! They couldn't get out until yesterday, then the bomb came!
This is an indication that winnings made with a free bonus have been reduced accordingly and therefore the above-mentioned amount of EUR 49,744.71 has been deleted from the gaming account and you can withdraw the rest.
I played like that for nights and got pretty high...
Thank you for contacting our customer service!
When you create a withdrawal, such requests are reviewed by our relevant department. Our specialists check, among other things, whether this amount was won with a no deposit bonus or not. In your situation, our specialists found that the winnings came from no deposit bonuses, the rules of which state that they include the maximum withdrawal amount from these bonuses. Therefore, the amount that was above the maximum withdrawal amount was withdrawn from your account in accordance with our Regulations 7.9. The maximum win/winnings from no deposit free spins and from all no deposit bonuses and any additional performance bonuses that are eligible for withdrawal is limited to €50, unless otherwise stated. We reserve the right to reduce your balance from free spins and no deposit bonuses to an amount that exceeds the above-mentioned winning limit of €50. This adjustment may occur immediately after winnings or after the user has made a request to withdraw the relevant winnings.
There is the maximum allowed withdrawal amount left in your account, which is 1,267.65 EUR that you can withdraw. I recommend withdrawing the entire remaining amount.
If you have any further questions, please contact us. We will be happy to answer all your questions and doubts.
Best regards,
Casino support manager Ewelina
what can I do?
If I got a bonus on my €20 deposit, I would have played through it 1000 times.
thank you in advance
Best regards
Y*** S***
Edited by a Casino Guru admin
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4 months ago
Dear haraldbauer2,
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.
- Do I understand correctly that you are not aware of playing with a no deposit bonus?
- Could you please post a screenshot of the bonus history here?
Additionally, if there is any other relevant communication between you and the casino, please forward it 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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4 months ago
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Thank you for contacting us!
Please note that after the balance correction, you were left with the maximum withdrawal amount from free bonuses - 1267.65 EUR. This was the maximum amount that could be withdrawn at that time (since it was winnings from free bonuses). As I can see in the system, these funds were used in games.
I highly recommend taking advantage of deposit offers in the future as they have no maximum withdrawal amount unless otherwise stated in the description. You will find a wide selection of these on their daily updated promotions page. If you receive a deposit offer with no maximum withdrawal amount, you will be able to withdraw any winnings once you have met the wagering requirements.
I hope you have a great day and feel free to contact us if you have any further questions that we can help you with.
Gaming Club Manager, Alicia
4340808
I deposited €20 on July 9, 2024 and got €40 to wager. But that happened a long time ago. I played for nights on end.
lg
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4 months ago
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The text is from the terms and conditions of Mr bet
lg
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4 months ago
Thank you for your reply, haraldbauer2. Based on your bonus history it seems that you played with a free bonus. Could you please clarify if you had any balance in your casino account when the bonus was activated? Did you accumulate the confiscated winnings with this free money bonus?
Do I understand correctly that you currently have €25,285 in your casino account?
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4 months ago
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Thank you for contacting us. I will contact you regarding credit.
I'm very sorry that it happened like this. Some bonuses have maximum withdrawal amount. Sometimes costs that are more than maximum withdrawal amount from the bonus can be automatically deducted by the system. Sometimes it can happen when withdrawing.
However, on our site we have rule 7.9. The maximum winnings/profit from no deposit free spins, from all no deposit bonuses and from all additional bonuses for achievements that are eligible for withdrawal are capped at €50 or the equivalent currency amount, unless otherwise stated. We reserve the right to reduce your balance to an amount that exceeds the above-mentioned winnings limit of €50 for no deposit free spins and bonuses. This reduction can be made immediately after a win or upon your request to withdraw the relevant winnings.
In the system I see that you won some of your money from the free bonuses. These were bonuses for loyalty status 9 and for loyalty status 14. You also won part of the money from the Drop&Wins tournament. These bonuses had the maximum payout amount. That is why some of your money was unfortunately deducted.
The maximum withdrawal amount conditions apply until you have at least part of the money won from the bonus with the maximum withdrawal amount in your account. Therefore, I advise you to either make a withdrawal if you use no deposit bonuses or use your balance to 0.
If you have any further questions, we would be happy to answer them.
Best regards,
Gaming Club Support Manager, Lilly
4340808
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4 months ago
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I never needed a bonus!
Since July 9, 2024, I've won €900 that I wanted to withdraw! Then came the scam with the account verification. Every second or third day, my account was rejected! Even though I sent everything correctly!
I continued playing almost every other day, always winning €2000, then €4000 to €15000, later another €25000, after a month and a half I had €51,000, that was on 19.8.24
I wanted my first €5000 payout! Then I got the message...
Been waiting for verification the whole time!
Now who sent 49,744€ away to where?
This is an indication that winnings made with a free bonus have been reduced accordingly and therefore the above-mentioned amount of EUR 49,744.71 has been deleted from the gaming account and you can withdraw the rest.
Current account balance is 0
lg ys
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3 months ago
Thank you very much, haraldbauer2, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@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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3 months ago
Hello, haraldbauer2,
I am sorry to hear about your trouble and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.
Dear Mr Bet Casino team,
Could you please explain the player's situation in more detail? Why have the disputed winnings been confiscated?
Is the casino able to substantiate its claims and decision with relevant evidence? It would be highly appreciated if we could have a look at the user's game logs, transaction history, and bonus history.
Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).
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3 months ago
Dear Branislav,
The user's winnings were deducted in accordance with our Terms and Conditions, section 7.9. More detailed information has been sent to you via email.
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3 months ago
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These are the proofs that no bonus bla bla
After a month and a half of playing!!! Simply delete €49,744.71 from my account!
This is not correct 🇦🇹
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3 months ago
Dear Mr Bet Casino team,
Thank you for your email and the details.
Can you please look at my last email regarding the matter and provide me additionally with the requested?
Thank you.
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3 months ago
Dear Branislav,
We have replied to your email with the requested clarifications. Thank you in advance for your consideration.
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2 months ago
Greetings all,
I am sorry for the delay.
Thank you, Mr Bet Casino Team, for your email and additional information.
Can you please look at my last email and provide me with the requested answers and details?
Dear haraldbauer2,
In the meantime, can you please check your casino account and provide me with the information if you are able to get all the necessary details I requested above from the casino yourself (in some user-friendly and readable form)?
- Complete game logs, bonus history, transaction history
Alternatively, can you ask the casino for it by contacting its Customer Support?
If you manage to get all the data, can you forward them all to my email (branislav.b@casino.guru)?
Looking forward to hearing from you.
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2 months ago
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Dear Mr. Branislav
This is the bonus progression!
Of course, the important thing is the deposit of 20€ on 09.07.24
On 10.07.24 I deposited another 20€ because I didn't want to interrupt my withdrawal of 750€!
On August 21, 2024, they simply deleted €49,744 from the account because they did not want to pay out!
Explanation from Mr bet original
When you create a withdrawal, such requests are reviewed by our relevant department. Our specialists check, among other things, whether this amount was won with a no deposit bonus or not. In your situation, our specialists found that the winnings came from no deposit bonuses, the rules of which state that they include the maximum withdrawal amount from these bonuses. Therefore, the amount that was above the maximum withdrawal amount was withdrawn from your account in accordance with our Regulations 7.9.
So the specialists claim that I won €51,000 only with bonus money and not with the money I deposited!
These are the transactions
Best regards
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2 months ago
Thank you, haraldbauer2.
What about game logs/game history? Can you access it in your casino account? If so, is it possible to download it completely in any readable/user-friendly form? If not, did you ask the casino's customer support for it, and were they able to provide it to you?
Can you forward it to my email (branislav.b@casino.guru)?
Dear Mr Bet Casino Team,
Please check my last email (subject "Complaints - haraldbauer2, sent on October 8, 2024 - the second email because the first one was sent by mistake) and answer my questions.
Thank you.
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2 months ago
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My request regarding the game!
Thank you for contacting the customer support of the online casino "Mr. Bet".
Your request to access game history has been forwarded to the appropriate department. Unfortunately, we do not have a response yet. As soon as we receive a response, we will notify you via email. This may take a while. Thank you for waiting.
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2 months ago
Dear Branislav,
At the moment we are preparing a full response for you on this case and as soon as it is ready, we will be sure to update this complain thread.
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2 months ago
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So the specialists claim that I won €51,000 only with bonus money and not with the money I deposited!
Every spin that won was bonus money!
but if the spin lost, that was my real money!
The whole thing lasted for 2 months.
I can't understand this!!!
Then I wanted to withdraw €5,000 and Mr. Bet thought I would just delete €49,700!!!
A gentleman's agreement would be fair.
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1 month ago
Thank you for your email and the details. However, I am not sure if we are able to find out everything that we need from the data in such a form.
Dear Mr Bet Casino Team,
It has been a while since your last reply. Do you have any news/updates regarding the matter? If so, can you share them with us?
I am reminding my email address (branislav.b@casino.guru) and my last email related to this complaint which has not been answered yet. Unfortunately, I have not received any further communication yet. If you replied via email, can you please inform me when exactly so I can find/identify the email faster in my inbox? Alternatively, feel free to re-send me the email again and let me know once it is done.
Thank you.
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1 month ago
Dear Branislav,
We have sent you a follow-up email with evidence regarding the user's case. Thank you in advance for reviewing it.
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1 month ago
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Official statement from mr. Bet
Our specialists check, among other things, whether this amount was won with a no deposit bonus or not. In your situation, our specialists found that the winnings came from no deposit bonuses!
How am I supposed to have won €49,744 through some no deposit bonus? And when exactly did it happen!!!
On August 21st, 2024, €49,744 was deleted. The strange thing is that I received 2 bonuses the day before on August 20th, 2024! See photos for proof.
That was on 19.08.24
What I wanted to say is that I have not yet successfully completed the verification!!!
every 2 to 3 days I was rejected with a great reason!
It's about a 20€ deposit from paysafe! I sent them a PDF of my paysafe account and everything...
They didn't want to pay out anything from the beginning.
Dear Mr. Branislav
I hope you shed some light on the matter
bring. LG
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1 month ago
Greetings all,
I am sorry for the delay.
Dear Mr Bet Casino Team,
Thank you for your email and additional details/information.
Can you please look at my last email and provide me additionally with the requested?
Thank you.
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1 month ago
Dear Branislav,
Thank you for your email.
We appreciate your patience. Please note that we require additional time as we are waiting for clarifications from the responsible department regarding the questions in your email. We will do our best to provide you with a response next week.
Thank you for your understanding.
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1 month ago
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Hello Mr. Bet Casino
Why does it take so long to forward the stored data, evidence.
Best regards
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1 month ago
Thank you for your email, haraldbauer2. I would rather wait for how this complaint ends, then we can think about further steps.
Dear Mr Bet Casino Team,
Do you have any news or updates, please?
Looking forward to hearing from you.
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4 weeks ago
Dear Branislav,
We have already replied to your email with the requested clarifications. We would appreciate it if you could review our response and let us know if you need anything further.
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3 weeks ago
Greetings all,
Dear Mr Bet Casino Team,
Waiting for your confirmation via email before I discuss the matter internally with the team.
Thank you.
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2 weeks ago
Dear Branislav,
We have sent our response and would appreciate your review of the matter.
Looking forward to your feedback.
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2 weeks ago
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I hope Mr. Bet hasn't falsified the data!!! Because this whole thing has been going on for more than 3 months...
They delayed the whole thing for so long to gain time!
If they were right, they would immediately make everything available!
They are often asked to provide the data…
I don't understand why Mr. Bet let me win 51,000€ for a month and a half
The online casino can certainly control this!
The problem is also that Mr. Bet
got on my nerves... Winning at the beginning and really happy for a month and a half! Then the f*ck!
Best regards
Edited by a Casino Guru admin
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2 weeks ago
Thank you both for your replies.
No, haraldbauer2, they did not edit the data. However, it looks like we have not received the complete data.
I will discuss the case internally with the team, based on all I managed to gather, and will inform you about the results of our internal discussion next week.
Now I am extending the timer for myself and get back to you once I have the relevant results and our decision regarding the matter.
Thank you for your patience and understanding.
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5 hours ago
Hello haraldbauer2,
We would like to update you that due to Branislav, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Branislav has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Branislav will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
Casino Guru is examining the case
Branislav is currently out of office or on vacation. It is possible that they will not be able to respond to this complaint as quickly as they normally do. Thank you for understanding.
