Mr Fortune Casino - Player's winnings were capped.

Hello, I made a deposit at Mr Fortune on 22/12/2023.

When making this deposit, the game would give free spins. I played these rounds and won the sum of R$149, which remained as a bonus in the cashier, but I was able to win a sum and my real cash balance reached R$20037.06, leaving the bonus intact (as per the attached photo).

Upon contacting support, they said I would only be able to withdraw R$500.

I even reached R$60,000 in the cashier at one point, but I'm not going to request the R$60,000 as this figure was only attained due to me playing around after the customer service representative informed me they were going to confiscate my winnings.

I could not find anywhere other than the website itself to file a complaint and eventually gave up on the money, just continued playing for fun. Today, I discovered this site and this method of filing complaints.

I have a screenshot of the balance in the cashier when I won.

I would like help in recovering this money, as it would make a significant difference to my life.

Thank you.

Dear kaueamaral,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please clarify which bonus you played with? If possible, please post a promotional link or promo code here in this thread.

Additionally, there were no screenshots attached to this complaint. Please forward any supporting evidence to kristina.s@casino.guru. Alternatively, you can post it here.

Thank you very much in advance for your reply.

Best regards,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

Hello!

Yes, I tried to attach a photo when opening the complaint but the website wasn't accepting it.

So, I believe I didn't play with a bonus, because the bonus amount remained unchanged, I just played the free spins that they gave me due to the deposit and the winnings from the spins were separated into bonus money.

Below is a printout of the cash value showing the cash box with the separate values.

Thank you very much for your reply, kaueamaral. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hello, the site does not provide conversation history, I cannot retrieve the conversation I had with them.

Thank you very much, kaueamaral, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@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.  

Thank you very much!

I will be waiting.

Hello, kaueamaral,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Mr Fortune Casino's representative to join this conversation and participate in resolving this complaint.

Dear Mr Fortune Casino team,

Could you please provide us with an explanation of the player's situation in more detail? Why have the complainant's disputed winnings been capped/confiscated? What exact bonus was claimed and used to collect the bonus winnings? Can you share a link to the particular bonus offer and its specific Terms and Conditions if there are any? What rules were applied in this case?

How does it work when a player has any bonus winnings available in their bonus balance, and there is also a real money balance for play?

Can you also provide me with the player's game logs to confirm the rule(s) application correctness?

Feel free to send the necessary evidence/details to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Dear All,

Thank you for reaching out to us.

Upon review of kaueamaral's complaint, we have investigated the account linked to kaue*********ral@hotmail.com and found the following:

Please be advised that all Promotions and Terms and Conditions are sent in the Currency of the account, however, I will communicate in the currency EURO for convenience.

A withdarwal request was submitted and canceled by the player on 2023-12-22

Before the withdrawal request was submitted, the player deposited 30 BRL and claimed a promotion that offered 100 free spins on Sugar Rush Xmas on 2023-12-22

https://www.mrfortune.com/en/promotions/special-fr-sgr-rsh-xmas

Please note The Terms and Conditions of the Promotion states below:

Free Spins Terms & Conditions:

The maximum cash-out for free spins winnings bonus is €100.00.

Therefore the maximum that can be withdrawn from this promotion is 100 EUR / 500 BRL

If anything further is needed, please do not hesitate to ask.

Best regards,

Thank you for the explanation, Mr Fortune Casino Team.

What was the player's balance before making a deposit of 30 BRL and claiming those 100 FS?

Can you please provide me with the player's game logs and bonus/transaction history?

Feel free to send the necessary evidence/details to my email address (branislav.b@casino.guru).

Dear Branislav

I hope my email finds you well.

Please be advised that we have sent the Game History to you as requested.

Please be advised that as stated in our terms and conditions below:

Promotion Overview:

The offer(s) included in this promotion will not be credited to your account if your balance at the time of deposit is greater than €1.00 or you have a pending withdrawal, or you are claiming another bonus on your deposit.

The player’s balance was below 1 BRL when claiming the promotion and for this reason, the promotion was successfully added by the system.

If anything further is needed, please do not hesitate to contact us.

Best regards,

Mr. Fortune Representative

Hello, I would like to add some observations.

I found the way Mr Fortune does it unfair, as they add a bonus and limit the maximum value per round, but at the time of the game this value is not barred, that is, if I make a mistake when adding the value I will violate the terms. , most of the sites I play when they have a bonus, the sites issue a warning and if the maximum bet is reached, the site rejects the bet, not allowing you to violate the terms of the bonus, but at mr Fortune this doesn't happen, you play freely and then you are banned and confiscated the winnings.

This is disrespectful to the consumer, I spent hours playing to find out later that I couldn't withdraw my winnings, I hope Mr Fotune understands and returns my winnings to continue playing and changes the way he does with his bonuses for a better experience for players .

Thank you both for your replies.

Dear kaueamaral,

Alright, after reviewing the provided details, it looks like it happened a bit differently.

The only deposit I can see is the one of 30 BRL, with which you claimed the bonus in question (100 FS on Sugar Rush Xmas). The deposit went first, and it was basically lost by the first 2 bets, 15 BRL per each. Then, since that moment, there was no real money balance in your account, and you played only with 100 FS and winnings from it solely. Once those 100 FS were spent, you had winnings of 149 BRL, as you claimed. However, since it was accumulated from Free Spins, it should have been wagered 25x. During that time, the bonus winnings were shown as a bonus. However, as you might know, the first bets made with these winnings were over the maximum bet amount, and one of them earned you the first 20,000 BRL winnings. Unfortunately - illegitimate and invalid winnings since the max bet was exceeded. Although you asked for a withdrawal and cancelled it, those were the same winnings from the bonus.

Now, there are 2 important things:

• You breached the maximum bet rule, which gave you a significant and unfair advantage; but as for your claims about maximum bet amount and its applying by online casinos - it is not an industry standard at all, and therefore, we do not punish casinos for not having it enforced by their systems; it is stated in the bonus terms and conditions, which you accepted, and you have to comply with it
• I can see that all your winnings were lost at the end (December 24, 2023)

So the questions are:

Do you please understand what happened and why you are not entitled to any of the disputed winnings?

Since your winnings were completely lost, what do you please expect from us now? How do you imagine a solution for such a situation?

I understand what was said.

I only played the entire account balance because the website's chat assistant told me that I couldn't withdraw it, so I played.

I didn't know the casinoguru, I only knew ThePogg and there I can't file a complaint against Mr Fortune.

If you could give me the 20,000 it would be a great help, if you can't I will understand, unfortunately.

When playing I usually risk high amounts with little money, at the time I didn't remember that in the terms there was a bet limitation which would invalidate my play if I got the Rollover, this is very unfair.

But I understand.

Alright, kaueamaral. Let's not drag it unnecessarily out and close the matter.

After gathering all the necessary information and evidence, we are closing this complaint as unjustified due to breaching the casino's bonus terms and conditions - the maximum bet amount while playing with a bonus was exceeded, which gave you an unfair advantage (significant winnings won by one of these bets). Your disputed funds represent winnings earned in a prohibited way. In addition, you even lost all those winnings, so no funds from those winnings were left in your account. Therefore, there is basically nothing to be disputed at all. However, even if you complied with all the casino's bonus rules, you would be able to withdraw only the maximum cashout amount of 500 BRL.

The casino acted correctly and in accordance with its terms and conditions.

As for your claims about not knowing about the maximum bet amount or that something is unfair - in your previous post, you mentioned that in other casinos, the maximum bet amount is enforced by the system. It indicates that you were aware of it because, if I am not wrong, it was not mentioned anywhere until you mentioned it. Moreover, the rules for this specific bonus (the link was shared by the casino above) are still public and fully available on the casino website ("Promotions" section). They are still there and easy to find. To be honest, rather it is unfair toward the casino to breach the casino's rules (likely consciously), and then even submit a complaint and wait for the casino to pay out such an amount.

I am sorry we were not able to help you with this one, but 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.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by. In case of any questions, feel free to write to me at branislav.b@casino.guru.

Thank you very much, Mr Fortune Casino Team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.Guru