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

Dear annasadowskw,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Mr Bet Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you made any successful withdrawals from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with the help of a bonus?
• Were you in contact with casino support regarding your payout and verification? What responses have you received?
• Post screenshots here or send the information and communication to my email at tomas@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,

Tomas

Thanks for your email.

Dear annasadowskw,

Please understand that without explaining the situation in your own words, we won't be able to assist you effectively.

Please describe the situation you are facing and your efforts to resolve the issue in sufficient detail here.

I'll wait for your response.

Dear annasadowskw,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I got extra spins for depositing money from which I had 300 PLN so I went to another game and started playing and spinning this money when I defended and could withdraw this cash I went to another game where I played and I got 25,000 I wanted to withdraw because normally the money was as a real balance of the match I wrote to them on the chat how much I had to withdraw and it was 2000. After indicating that I wanted to withdraw the next day they took my money and wrote internal withdrawal

Thanks for your reply.

Have you contacted the casino and asked for an explanation?

Do I understand correctly you won from a bonus, accumulated winnings, and completed bonus wagering ending with a balance of 25000 PLN?

Could you please share which bonus you activated and played and what were its associated rules?

Was any balance removed from your real money balance immediately after your bonus winnings were converted from bonus money to real money?

Did you continue to play with the money after the wagering requirement was completed?

Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Have you contacted the casino regarding the confiscation of your winnings? Have you received any explanation from them you might share with me?

If the casino cited any rules, make sure to include this information as well.

Please send the information to my email at tomas@casino.guru or post screenshots here.

Dear annasadowskw,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Of course I tried to contact them, at first they said they would pay me and then they said I would have to wait and finally they made an internal payment. I deposited a lot of money there. If they don't want to win, let them give me back what I deposited. Will you help me or are you just asking questions and hiding my answers?

Because for now there is no progress and nothing is visible that is being done.

you can see that this is real money and not bonus money

Thank you very much, annasadowskw, 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.  

Hello there,

Thank you annasadowskw 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 what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

Dear Peter,

A year ago the user received winnings from a free bonus, namely from an achievement where the prize was a bonus with a maximum withdrawal amount of 50 euros, equivalent to 250 PLN. 

While reviewing the withdrawal request, the balance was checked and the balance was corrected, the user was left with 250 PLN for withdrawal, but the user played it.  

We have double checked the case and the deduction was correct. We ask the user to pay attention to the rule T&C 7.9. The maximum winnings/profit from No-Deposit Free Spins, all No-Deposit bonuses and all additional bonuses to Achievements allowed for withdrawal, is limited to €50 or currency equivalent unless stated otherwise. We reserve the right to reduce your balance to an amount exceeding the aforementioned €50 winning limit from No-Deposit Free Spins and bonuses. This reduction may occur immediately after a win or upon your request for withdrawal of the corresponding winnings. In order to withdraw winnings from the free bonus, you need to make 1 successful deposit.

If you have any questions - we are happy to help you and co-operate.

Thank you for the clarification Mr Bet Casino representative.

Dear annasadowskw, does this explain the situation and resolve your issue or do you require any further assistance? Let us know!

I think this matter has not been explained. This money was in real money and not in bonus money. I paid so much money there. And they cheated me, they are cheaters. You did not help me

Thank you for the update annasadowskw.

Dear Mr Bet Casino representative. Could you provide me with the player's betting history for review? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Dear Peter,

We have sent you an email with more information. Thank you for checking this letter in advance. 

I apologize annasadowskw, but we regret to inform you that we cannot assist you further. As it has been a year since the initial request was made, and there is no saved records the casino could provide me with, therefore, we are unable to proceed with an investigation. This is considered a "cold case", and our policy dictates that we cannot pursue issues that occurred over a year ago. Due to that reason, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Peter