Mr Bet Casino - Player's withdrawal has been canceled.

I put in for a $400 withdrawal ( which i won without bonus)

I still had funds on my account so i went back to play with remaining funds, i then got an achievement which resulted in free spins, then when i played and lost money won from free spins, i then got an email saying my withdrawal had be declined as my 400 amount had been added to my bonus amount an i now had to wager over $4500 to get my $400

I feel this is so wrong as i had put in for a withdrawal before even looking at free spins

Dear peachesvk,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please clarify when you requested the withdrawal and when you used the bonus? Was the free spin bonus credited automatically, or did you activate it yourself?

If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, 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

Hello Kristina

Thankyou for looking into this for me

While playing slots i had a pop up saying i had received a new achievement, which i didnt click on and i just carried on playing slots. Then i put in for my withdrawal of $400. Then i went and read my messages about receiving a new achievement with the casino, which as a reward comes with 20 free spins, so i clicked on them and played them out , i won some money with them. I was surprised that when the free spins had stopped my $400 was still showing in my amount, so i went and asked live support and he said that my 400 was now part of my bonus funds and i had to wager about 4500... to transfer this to withdrable funds.

I looked at my emails and i had received a email from the casino stating that my withdrawal had been canceled as i did not have funds to withdraw

I have forwarded this email to you also a copy of the chat transcript

Thanks again for your time

Thank you very much peachesvk for your reply. I will now transfer your complaint to my colleague Jozef (jozef.k@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.

Hello peachesvk.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Dear All,

Please let us put some light on the situation. For the gaining an achivement the user received 50 bonus freespins in the game Banana Rock splited for 2 days. During an active withdrawal request, the money on the balance is still available for playing with them. The user used bonus spins in the game Banana Rock, the winnings from which go along with the x45 wager to the bonus balance. With an active bonus balance, the user first plays for real money and all winnings from bets go to the bonus balance.

The 400 NZD didn't become a bonus balance on its own. The user continued to play with the winnings from the bonus freespins from Banana Rock game, used the whole real balance and stopped when her balance was 400 NZD already in bonus funds.

The withdrawal request was rejected because there were no funds left on the real balance for withdrawal. At the moment, only the bonus balance is active, and in order to withdraw the bonus balance, the user needs to wager it.

Best regards,

Mr.Bet Casino team

I dont see how and why the $400 was even a factor in anything, as I had put in for a withdrawal, then went on to play bonuses.

If this is how your casino operates then this is a very dirty and dishonest way to run your casino.

I have played and had withdrawals with other casinos and once you press withdrawal you cannot play with this money unless you go and cancel your withdrawal

Dear peachesvk.

Be aware that the process casino has explained is very common in the industry, and I would not consider it dirty. I highly recommend you to wager the amount since it is the only option how you can successfully withdraw the amount. Is there anything else I can help you with, or can I close the case? 

No close please

Dear peachesvk.

Thank you for using the Casino Guru complaint resolution center. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards, Jozef