The player's winnings were reduced due to a technical glitch. The casino returned her funds back to the balance. The issue was successfully resolved.
Mr Bet Casino - Player's winnings were reduced.
Amount: $1,160,000 CLP
Mr Bet Casino
Safety Index:Very highSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Buenas tardes.
On 07/02/2022, I won the sum of $1,200,000, I made a withdrawal, verifying on 07/05/2022. On 07/13/2022 they inform me that the withdrawal failed, returning the money to the account and having to do the process again.
On 07/13/2022, I had $1,200.00 in my account again, but on 07/14/2022 my account only had the amount of $44,000, and the $1,200,000 was no longer there.
I started looking for information about what had happened and it said in the manual withdrawal history, for which I wrote to online assistance and they told me that the earnings of the no deposit bonus that I activated had been readjusted. Later I contacted support and they answered the same thing.
I had $1,200,000 ready to withdraw. And the casino gives me a promotion that said "gift" I thought that due to the winnings they had given it to me and after playing them, the casino withdrew $1,160,000, leaving me the sum of $44,000 noting that the amount had been readjusted to the winnings bonus maximums. But the bonus winnings were $4,000. The $1,200,000 in the account was from previous earnings.
He considered that the casino acted in a deceitful way, with the purpose of losing the winnings previously won.
I believe that an undue discount is being applied that does not comply with the terms and conditions to which they allude. There is thus an erroneous, incorrect interpretation with which they appropriate by deception the money that I had in my account prior to the bonus that according to them "they gave me".
Documents attached.
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1 year ago
Dear rivasclaudita,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that you have accumulated your winnings ($1,200,000) with a No Deposit bonus? Or was this amount already in your account when you activated that bonus?
Additionally, if there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here.
Looking forward to hearing from you.
Best regards,
Kristina
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1 year ago
Translation
Hello. The amount of $1,200,000 was already in my account at the time of activating the no deposit bonus.
The no deposit bonus gave me $4,000 in winnings, and the casino reset the amount to $44,000, taking $1,160,000 out of my account.
That $1,160,000 that the casino took from my account was from previous winnings. Prior to bonus activation.
I remain attentive to your answer.
Claudia
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1 year ago
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These are the answers given by the casino.
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1 year ago
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Hello. I have not had an answer. I hope they can solve my case.
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1 year ago
Thank you very much for your reply, rivasclaudita. I understand now. Have you accumulated winnings of $1,200,000 with or without an active bonus, please? If you used a bonus, could you please clarify which one you activated?
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1 year ago
Translation
Hello.
I accumulated profits of $1,200,000, an amount that was withdrawable.
Later I activated bonus without deposit, which said "gift". Which only gave me a profit of $4,000.
Instead of having $1,204,000, the casino took my previous winnings and left me with $44,000, taking $1,160,000 out of my account.
The $1,200,000 was winnings prior to activating the no deposit bonus, it was my withdrawable amount. It was not obtained with the activation of the bonus.
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1 year ago
Translation
This is the no deposit bonus that I activated, it says "gift". I thought that since my winnings were high (since I had $1,200,000 to withdraw) the casino was REWARDING me by giving me a bonus.
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1 year ago
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If you notice, the bonus says "your gift" which is misleading, being misleading.
Before activating this bonus, I had $1,200,000 in earnings... It wasn't the no deposit bonus that gave me those earnings...
What the casino did with the bonus was to appropriate the money that I had previously... Misapplying the terms and conditions by stating that the winnings of the no deposit bonus cannot exceed $40,000. but the bonus without deposit DID NOT GIVE PROFITS OF $1,200,000, that money I HAD WITHDRAWABLE BEFORE THE ACTIVATION OF THE BONUS.
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1 year ago
Translation
On 07.02.2022, I obtained profits of $1,200,000, an amount that was withdrawable, but the payment failed at the bank. And I had to resubmit the withdrawal request.
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1 year ago
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On 07.13.2022, I activated the no deposit bonus, which only gave me $4,000 in winnings.
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1 year ago
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On 07.14.2023, the casino withdraws $1,160,000.
As can be seen in the photographs sent, the sum of $1,200,000 corresponds to a profit prior to the activation of the bonus. Therefore, it is not appropriate that the casino has readjusted the winnings of the no deposit bonus, taking the winnings accumulated before the activation of said bonus.
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1 year ago
Translation
On 07.14.2023, the casino withdraws $1,160,000.
As can be seen in the photographs sent, the sum of $1,200,000 corresponds to a profit prior to the activation of the bonus. Therefore, it is not appropriate that the casino has readjusted the winnings of the no deposit bonus, taking the winnings accumulated before the activation of said bonus.
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1 year ago
Thank you very much rivasclaudita 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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1 year ago
Hi rivasclaudita,
I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Mr Bet Casino to the conversation to participate in the resolution of this complaint.
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1 year ago
Dear All,
Thank you very much for letting us know about the issue. After a thorough check of the balance history, an error was found in the automatic balance correction, the user was returned his funds to the balance.
At the moment, rivasclaudita can create a request for withdrawal of funds and contact the support service in a chat or by email after to speed it up.
We apologize for the inconvenience!
Best regards,
Mr.Bet Casino team
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1 year ago
Translation
Peter. Thank you very much for taking care of my case, and for the steps taken.
I also thank Mr. Bet Casino for giving such a prompt response, reviewing my case and agreeing to the refund.
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1 year ago
Thank you Mr.Bet Casino team for your help.
Dear rivasclaudita,
I'm glad to hear that your issue got resolved. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Peter
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