The player from Germany reports that a significant portion of their winnings, amounting to €16,000, was unexpectedly deducted from their account, leaving only €600. Despite clarifying that the winnings came from their own funds without bonuses, casino staff could not provide assistance.
Mr Bet Casino - Player's winnings have been confiscated.
Amount: €16,000
Mr Bet Casino
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Case opened
Current status
Waiting for player to reply
4d 23h 24m 49s
Case summary
2 days ago
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2 weeks ago
Translation
I am contacting you regarding this misunderstanding. I am sure that everything was done correctly. The amount was won from my own money, without any bonus or free spins. The amount was simply deducted from the account... from €16,000 to €600... the staff couldn't help any further and referred me to you.
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2 weeks ago
Dear banys1x,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Mr.bet.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please share a screenshot of your bonus history?
- Could you please explain which bonus you activated recently and why you believe the confiscation is a misunderstanding in more detail?
- Is your player's account verified?
- Could you please share with me your communication with the casino supporting your case or providing the point of view of 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
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2 weeks ago
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Hello, yes, I have verified my account.
I haven't used any bonuses for almost half a year.
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2 weeks ago
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I asked the specialists to check again. I think that maybe there was a mistake or something like that, but they told me that the specialists decided that it would stay that way. someone else mentioned the automatic calculation of the system
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1 week ago
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Hello, well, the new information is that I apparently somehow got this bonus. 4 €. And as I understand it, it doesn't matter how much money I had in the account, but if I have a bonus of a few euros, it means that after some time I will lose everything. Well, that's wrong. First of all, it's just too much for me to win with my own funds. Apart from the automatically calculated 4 euro bonus, which I didn't even notice. Maybe it was done on purpose?
because I don't use bonuses anyway, because you know that misunderstandings arise.
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1 week ago
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It would be very good if I could check the day I played what effect those 4 € had on me. The answer from my side is already clear. that NONE. As for them, that I won over 16,000 € thanks to their bonus of 4 euros
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1 week ago
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Moreover, the bonus was paid on 11/28. Then I lost all my money because the next day I deposited more money into my account with which I won. So what are you talking about? 
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1 week ago
Could you please confirm what your balance (real and bonus money balance) was before you deposited on 29/11/2024?
Was the bonus you received wagered or was it lost to your knowledge?
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1 week ago
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When I topped up my account on 11/29, it was only my deposited money - 70€. After checking the history, I see that I wanted to withdraw money on 11/28. So I regretted that 70€ again because I didn't want to use the ones that had to be processed to pay. But I canceled that payment anyway and continued playing. I withdrew even more money and the next payment was shown as 29.11, even more than I had. On 11/30, I won even more. This is how I accumulated the total amount until I wanted to withdraw the entire amount in parts.
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1 week ago
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As mentioned before, the €4 was automatically added to my total without my knowledge. That's why I didn't notice it. And what's weird is that this website usually shows the bonus and how much you can withdraw with it, namely real money and bonus money. But showed me the total amount of real money. That's why I didn't notice it.
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1 week ago
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This window constantly displays real money that can be withdrawn. Bonus not as usual
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1 week ago
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Because while playing I kept checking how much I could withdraw. No bonus was displayed. Neither before nor after.
I only checked the daily/weekly limit.
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1 week ago
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I just want them to check it again and I would provide proof that I won this amount from the 4 euro bonus mentioned by the specialist. I can't believe that almost all the money was taken away because of such a bonus... I would be happy with at least the estimated 20-50%.
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5 days ago
Thank you very much, banys1x, 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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5 days ago
Hello there,
Thank you banys1x 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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5 days ago
Dear Peter,
Thank you for paying attention!
We have carefully checked the situation with the write-off in accordance with clause 7.9 and decided to return the winnings. The funds have already been credited to the user's balance.
We would also like to inform that if a user wishes to withdraw funds, they may be requested to provide additional verification in accordance with clause 3.3.3 of our T&Cs.
Dear banys1x,
Thank you for your patience and understanding regarding the recent charge issue. We sincerely apologize for any inconvenience this may have caused you. Your feedback is invaluable, and we truly appreciate you bringing this to our attention. We have processed your refund, and we hope this resolves the matter to your satisfaction.
If you wish to withdraw funds, please note that due to rule 3.3.3 you may be asked for additional verification.
If you have any further questions or need assistance, please don’t hesitate to reach out.
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5 days ago
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Hello, thank you Mr.Bet for your understanding and review!
So my money was refunded.
Of course I will want to pay the majority of the amount. Obviously not the whole amount at once, in installments.
As for the possible controls 3.3.3 mentioned, I understand. I just hope it doesn't surprise me with something more or something unexpected!
Casinoguru, thank you for your help!
The first step has already been taken!
I hope there will be no problems with the payouts.
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2 days ago
Dear banys1x, Thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.
banys1x has 4d 23h 24m 49s to reply
