Mr Fortune Casino - Player’s withdrawal has been blocked.

I got a bonus of $50 pesos from Mr fortune or boo casino which is also the same

I asked in the chat how much I had to play to withdraw and they told me $3000 pesos, so I played win and lose and I reached that amount, I contacted the chat again and they told me that my wagering requirement was already $0 so which I could already withdraw, that I only had to deposit $100 pesos, I made the deposit and after 2 days they told me that they canceled the withdrawal because I played 10 times more than the bonus they gave me (that is, more than $500) when in the chat I They said something completely different. Now I want to withdraw the $100 that I deposited and they tell me no, that the minimum to withdraw is $400

Dear yazale24,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. 

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

Could you please advise if your account has been fully verified? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?

Could you please explain what is your current withdrawable balance and what the disputed amount (Mex$896) represents?

Looking forward to hearing from you.

Best regards,

Tomas

My account has not been verified

I already sent the documentation but they have not given me an answer,

They tell me that the withdrawal was canceled because

"I bet more than 10% of the bonus credited to my account" when they told me otherwise through the chat, in the chat they told me that when I had wagered $3000, (with the $50 bonus I won and lost up to that amount) they told me that I could withdraw, I only needed to make a deposit of $100.

My current balance is $100 (which won't let me withdraw because they say the minimum is 400)

The reason for the dispute is

($796 of winnings and $100 you deposit)

Thanks for the explanation.

If you received a bonus of 50 Mex$, any bet above 5 Mex$ would mean you breached this rule while playing when the bonus was active. Could you please explain if you breached this rule more than once, to your knowledge?

Our position regarding the breach of the max bet rule is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets:

"The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time."

Dear yazale24,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.