The player from Germany played and won with a bonus, however winnings weren't credited. After the investigation the evidence suggested that the player played the demo version of the game. The complaint was rejected.
Mr Bet Casino - Player's winnings haven't been credited due to playing a demo version of the game.
Amount: €9,984
Mr Bet Casino
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 years ago
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2 years ago
Translation
Hello, I deposited over 3000 euros in the online casino on March 13 and lost it in one day. Then I got free spins with a bet of €36 bet per spin. The profit from the free spins, that is, these 9984 €, would not be credited to me after the free spins were finished or, better said, when I left the game to check my account balance on the start page, there were only 5000 euros that I already had on it. Normally it had to be a total of 13710 €. got direct. Contacted customer service but was always turned down and that everything was ok. I captured everything with a screenshot. Please help .
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2 years ago
Hello murrjulz,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. 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.
Also, please forward me your game history from the moment you started playing with the free spin bonus.
Looking forward to hearing from you.
Best regards,
Kristina
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2 years ago
Translation
That's it. It's not listed in the course. Because it didn't take over.
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2 years ago
Thank you for your reply, murrjulz. I apologize, but I am not sure I understand completely your message. Could you please clarify what you tried to say? Thank you in advance.
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2 years ago
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I had free spins and as you can see my history doesn't show the €9984 win because it didn't credit it. I have sent you my complete screenshots and chat history with the casino so you can look it up.
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2 years ago
Do these winnings seem to be stuck in the game? Or have they just disappeared and you can continue playing without any issues?
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2 years ago
Dear murrjulz,
I checked the Bonus T&Cs and I found this:
"7.12. The maximum bet allowed when using bonus money shouldn’t be larger than 5 EUR or your currency equivalent (if not stated otherwise) until such time as the wagering requirements for that bonus has been met. Mr.Bet reserves the right of voiding bets and winnings resulting from bets of larger amounts."
Since you were placing bets way higher than allowed while having an active bonus, I am afraid that this is the reason your winnings have not been credited.
Unfortunately, this is not something we could help you with. We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not a standard practice yet. Therefore, we cannot punish casinos in case they confiscate the player's winnings after breaching this rule.
Please, do not hesitate to let me know if there is anything else I could do for you, or if I have overlooked something, otherwise, I will be forced to reject this complaint. Thank you for understanding.
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2 years ago
Translation
Here is a screenshot of my game history where I requested from the casino provider and they see that I didn't play with any bonus.
please clarify as soon as possible.
Sincerely yours
Patrick M*** 
Edited by a Casino Guru admin
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2 years ago
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That doesn't exist, I paid in €2000 again today and lost almost everything, then at some point I got free spins several times with €40,60,80 and €100. And I made a profit of over €33,000, then I continued playing and lost half of it the normal way. When I wanted to pay out €10,000 at 12:19 a.m. and selected the bank transfer method, my money was suddenly gone again. Normally €10,000 had to be paid out and I wanted to leave €1,000 in the account to play with. Is the 2nd procedure that is currently running against the casino. Please for immediate help that you pay me the 10000€ to my account as I paid in and then block and remove me from the casino. Dirty shop really 😡Lg M*** Patrick
Edited by a Casino Guru admin
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2 years ago
Thank you very much murrjulz for your reply. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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2 years ago
Hello murrjulz,
I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Mr Bet Casino to the conversation to participate in the resolution of this complaint.
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2 years ago
Dear Peter,
On 19th March we received a clarification from the game provider that there were no unfinished rounds or uncredited wins in the game The Great Albini 2.
We are going to ask the game provider to recheck this issue. We're going to let you know as soon as we receive an answer.
As for the second user's appeal about the balance that was reduced without any reason, we can assure you that the funds were played normally, and there was no issue with the balance.
Best regards,
Mr.Bet casino team
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2 years ago
Translation
Ok the second problem has been solved by your investigation. But that with the game The Great Albini 2 is 100% not in order, the 9884 € was missing. And is that checked again now?
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2 years ago
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Here I am sending you my game history that I requested from the casino. And you can clearly see that the prize should have been credited to me because it was earned and won without a bonus. 
please reply and investigate further.
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2 years ago
Dear All,
We are still waiting for an answer from the gaming provider. Now we are trying to speed up the processing of the request. It may take some time.
Thank you for understanding in advance!
Best regards,
Mr.Bet Casino team
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2 years ago
Dear All,
We are extremely sorry but we still have not received any answer from the gaming provider until now. We are forced to escalate the request for the gaming provider to check it as soon as possible.
In case of any updates will let you know immediately!
Best regards,
Mr.Bet Casino team
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2 years ago
Dear Peter,
We are forced to ask you for an additional 7 days to resolve this issue, due to the fact that the game provider is still conducting a thorough investigation and we have not received a response from them that would correspond to the essence of our request until now.
We have provided the game provider with additional data and we hope that in the next 7 days they will be able to find an unclosed round or explain the reason why the win is not indicated in the system.
Thank you very much in advance for your understanding and patience!
Best regards,
Mr.Bet Casino team
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2 years ago
Translation
Thank you , but how long do you have to wait ? Would understand if the case can not be clearly proven to 100%. But I contacted customer service right after I won this prize and suddenly it was gone and took screenshots of everything. And even the complete transcription list of my deposit , winnings and wagers and games requested from the casino and sent to them . You can see exactly that the €9984 would not be credited. Or better said after logout and loot login were gone. Can you see everything in the process . Don't stall me with the enlightenment and just tell me it looks bad that I'll get the money I'm entitled to. Because then I will have to take further steps with a process financier who will assert my claim. Since normally one should only pay in 1000 euros per month and a maximum of 1 € should be set. At Mr bet you can even bet 150€ per spin or my free spins with a bet of 36€.
Thanks Patrick Murr
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2 years ago
Dear murrjulz,
The winnings that are indicated on the screenshot you've provided are not in the system, that's why we need game provider to check the information. For our part, we provide the game provider with all the necessary information for verification, and we oblige the game provider to respond as quickly as possible.
We need to understand the reason why the result visible in the screenshot was not displayed in the game history.
Thank you in advance for your patience!
Best regards,
Mr.Bet Casino team
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2 years ago
Translation
Ok, everything is clear, thank you, you will contact me as soon as there is something new?
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2 years ago
Dear All,
We have received a final response from the game provider regarding the win on the screenshot.
The screenshot does not indicate the currency next to the prize, this format of the result of the round indicates the demo version of the game.
There is no winning in the system because the user played the demo version of the game (corresponding screenshots are attached).
The game provider did not find any abnormalities in the user's main gaming session.
Best regards,
Mr.Bet Casino team
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2 years ago
Thank you Mr.Bet Casino team for the explanation.
Dear murrjulz,
Does this explanation make sense to you? Can we consider the case closed?
