The player's winnings were voided for using a 3rd party deposit method. The complaint was rejected as the player stopped responding.
Mr Bet Casino - The player's winnings were voided.
Amount: €330
Mr Bet Casino
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.9
Mr Bet Casino has a Safety Index of 8.9, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 years ago
Public
Public
2 years ago
Translation
Ladies and gentlemen,
I deposited 300 euros into Mr.Bet using my brother's credit card. I was not aware of the terms and conditions that the account had to be in my name. Unfortunately, Mr.Bet didn't draw my attention to it either and let me happily play with the deposited money. After I had wagered the amount several times, I wanted to withdraw an amount of 330 euros. I tried to withdraw the amount to my account - I was denied. The reason given was that it was not the account from which I deposited the money. So I gave my brother's account from which I deposited the money. The entire amount was then deducted from my online account at Mr. Bet and simply retained - with the information that attempting to pay out to an account that is not in my name would be a violation of the terms and conditions.
The money was basically already "lost" when I started playing. Mr.Bet did not comply with his verification and notification obligations when I deposited the amount. For this reason, I cannot accept the refusal of the refund as it is.
Of course, I can document everything mentioned with email traffic, numbers and dates, etc.
Automatic translation:
Public
Public
2 years ago
Hello PRitter,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Mr Bet Casino. Please allow me to ask you a few more question before we would move forward.
When exactly did you deposit into the casino for the first time? When did the casino close your account? Did they mention that they won't pay out any refund to you or you just assumed it?
Please note that the casino could not know about the 3rd party payment until you started the verification process. However if you had real balance left on your account when it was closed, you should get back the deposited amount as a refund.
Looking forward to your answer.
Regards,
Nick
Public
Public
2 years ago
Translation
Hello Nick,
Thanks for your quick reply!
My deposit of 300 euros took place on 08/30/2020. I then played for a long time and then tried several times until September 20th, 2021 to have the money (330 euros) paid out. The attempts failed because I had not yet verified myself. I have to say that this was my first time gambling online and I didn't know my way around.
The verification then took place successfully on September 22nd, 2021. My application for payment of the amount was still open at the time and was processed immediately afterwards. The entire amount was "collected" by the provider, with reference to the terms and conditions. However, my account was not closed - so I could actually deposit money again and would not get it back afterwards...
Of course I reacted to the collection of the money. I first contacted the 24h customer service, which only sent me a reference to the terms and conditions again and then closed the chat without letting me answer. I then sent an email to "support@mr.bet" with an objection to the measure. I referred to the relevant deposits and withdrawals and the course of events with dates and numbers. I further indicated that I would contact a public to turn to the dispute resolution body, nothing further should happen. Again, I was ignored with an answer mail in the standard format, without addressing my problem individually.
Kind regards,
p knight
Edited
Automatic translation:
Public
Public
2 years ago
Hello PRitter,
Do the casino know about you using your brother's card? Also did you receive any deposits back after the winnings were confiscated?
Public
Public
2 years ago
Translation
Hello Nick,
Yes, I informed the casino about this fact in my complaint email. But I didn't get anything back, because the entire 330 euros were declared as "profits".
Regards, PRitter
Automatic translation:
Public
Public
2 years ago
Hello PRitter,
If the 330€ was charged from a 3rd party card, I believe that amount should be refunded as it was not your balance and the casino had no right to confiscate it.
Did they forward you any final statement regarding this case? If they did send anything, please forward it to nikolas.b@casino.guru.
Regards,
Nick
Public
Public
2 years ago
Translation
Hello Nick,
no, after the funds were withdrawn I did not receive an email. I can only see this in the transaction history on the casino's own online site. When I noticed it, I contacted support and explained my problem. I have forwarded the email and the reply I received to the email address you provided.
For me, the situation with the previous information from you is a bit clearer. I think the provider declared the entire 330 euros as "profits", which he then confiscated accordingly on an allegedly lawful basis. In fact, only 30 euros are "winnings" and 300 euros are the previous deposit via my brother's card.
Regards,
p knight
Edited
Automatic translation:
Public
Public
2 years ago
Hello PRitter,
Could you please also advise if your brother agreed to use his funds to deposit or not? Did he know about your payment into the casino?
Public
Public
2 years ago
Translation
Hello Nick,
yes, of course he knew. My credit card didn't work that day, so I asked him to lend me his. He agreed.
Kind regards
Automatic translation:
Public
Public
2 years ago
Hello PRitter,
In that case, please ask your brother to contact the casino directly as he is the only one who is allowed to ask for a refund or on the other hand to verify it.
Please let us know if you do this step.
Regards,
Nick
