The player from Germany is criticizing the casino's bonus policy. The complaint was rejected because the player didn't respond to our messages and questions.
Mr Bet Casino - Player's winnings have been reduced.
Amount: €3,000
Mr Bet Casino
Safety Index:HighSafety Index
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8.9
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
Public
Public
1 year ago
Translation
Hello, I really like playing at this casino. Unfortunately, there was a problem with which I do not agree. I received cashback and played with it. Then I got free spins and won something with them. I made the specified wager and qualified for a max cash out of 50 euros. I continued to play with the 50 euros I won and finally won over 800 euros, after which I lost almost everything again. I was under 10 euros and then I was able to play up to 3000 euros again. But what I find really cheeky is that they don't award me this money because it would still be based on the 50€ cashout that I would get at most. I have already received it and have continued to play with my money. That would be the same if I had paid in again. The terms and conditions speak of a max cashout of 50€, but why did I receive 100 euros after my 3000€ payout. It's not in the terms and conditions. I honestly feel very betrayed by the casino. On my screenshot you can see it's there. The amount of money that can be withdrawn now. In this way, the casino guarantees me that it is my money that is due to me. If the casino thinks these are our terms and conditions, why are they giving me €100 as a consolation. You have not complied with your own terms and conditions. I'm talking about the principle here. I like playing there but the support is a disaster and questions cannot be answered properly. I am happy to change my rating for the casino if we come to an agreement
Automatic translation:
Public
Public
1 year ago
Dear Pepestaufenberg,
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 the casino reduced your winnings twice?
Would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.
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
