Uwe from Germany was able to generate a significant profit after getting a bonus. Unfortunately, after his withdrawal attempt, his winnings were voided. It is not clear if the bonus conditions were breached.
mr.play Casino - Player was accused of breaching bonus terms and conditions.
Amount: €7,000
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Case closed
Our verdict
Insufficient evidence from player
REJECTED
Case summary
4 years ago
Public
Public
4 years ago
Translation
Hello,
My experiences from the beginning of June 2019 with Mr.Play:
I have made 200 euros as a deposit and could hardly defend my memory against the bonus, so I was also credited the bonus and I started with (my memory) 400 euros credit.
I was aware that I have to meet certain sales conditions in order to be able to withdraw a possible profit.
This is also "noticed" me in a previous use with another provider.
At that time I had won an amount X over the Live Casion (Roulette). After I was told that I still had to achieve the 35-fold deposit as sales on certain slot machines, I then did the same with the profit and I was paid a corresponding profit.
With Mr.Play I have made about 200 euros (plus 200 euros bonus) then about the live casino roulette around 10,000 euros profit. After verification, the amount was not paid because I had not yet met the bonus conditions.
In the live chat I was told that I have not yet implemented the 35-fold use. In order to fulfill these conditions, I even received a list from the live chat staff, with which game I get credited how much sales. Then, after informing and directing the live chat, I re-implemented the 200 Euro * 35 = 7,000 Euro in the recommended games. There was also a sales counter, which grew accordingly to 7,000 euros.
The then (still) existing assets in the amount of 7,000 euros, I then want to get paid.
After checking, however, the amount was withheld and only paid my deposit of 200 €, because I should have violated the bonus conditions.
Do you see the casino or me right?
Best regards
Uwe
Automatic translation:
Public
Public
4 years ago
Hello Uwe.
Thank you very much for submitting your complaint through our website. In your case we need more information to be able to help you. Could you send us your game history? Please specify which bonus you took. Most bonuses have some restrictions and rules. Most common are restrictions on certain games (table games for example) and maximum allowed bet rule (You cannot bet more than some amount – most often 5€). With all the requested data we can investigate your case better.
Regards, Matej
Public
Public
4 years ago
Translation
Hello,
before I reveal all the data here:
I got the info that I have no games over 4 euros (slot machines etc). allowed to play. But certainly have played higher stakes; I just wanted to get my $ 7,000 in game revenue to get the payouts.
I did not realize that until later.
It has always been suggested that Mr. Play "reserves" the abolition of profits.
But why are the profits canceled if I can fulfill the bonus conditions afterwards?
If the stakes would have been too high, I could have just played 7,000 euros with small stakes?
Overall, this bonus scheme is really a joke.
If you actually get some profits, the conditions are almost impossible to fulfill.
VG
Uwe
Automatic translation:
Public
Public
4 years ago
Hello Uwe.
Bonuses are designed for recreational players, and their main goal is to let players try more games. The bonus mechanics and rules are almost the same in every casino. Most typical rules are: maximum allowed bet 5€, allowed games: slots only, no Skrill or Neteller.
From your description I can see that you’ve breached two conditions of the bonus:
Bets placed on all versions of the following games will not count towards your wagering requirements: All Video Poker games, All Roulette games, All Quick Play games, All Blackjack games, All Rush games, Hi Lo Fever, All Baccarat games, 3 Card Poker, Blood Suckers, European Roulette, Football Studio, Jackpot 6000, Keno, Big Bang, Blood Suckers, The Wish Master, Dead or Alive, Lucky Angler, Jack Hammer 2, Cloud Quest, Tower Quest, Pearls of India, Treasure Island, Mega Moolah. If the player placed bets on any of the games mentioned above before the wagering requirements for the bonus have been met, we reserve the right to withhold any amount in excess of a player’s original deposit from a player’s withdrawal.
When a bet abuses the betting system – regardless of which game it was placed on – it will not count towards a player’s wagering requirements. If the player placed single bets equal to or greater than €4 or €0.50 per line, or 15 percent of the bonus amount before the wagering requirements for the bonus have been met, we reserve the right to withhold any amount in excess of the player’s original deposit from a player’s withdrawal. In addition, if a player deposited with Skrill or Neteller and placed single bets equal to or greater than €2.50 of the bonus amount before the wagering requirements for the bonus have been met, we reserve the right to withhold any amount in excess of the player’s original deposit from a player’s withdrawal.
Based on that, the casino has the right to void your winnings. I am sorry for your troubles, as I mentioned before, most of the bonuses works in the same way.
Regards, Matej
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Public
4 years ago
Unfortunately, we’re forced to reject this case since the player doesn’t communicate with us anymore. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.
If the player changes their mind, they have an option to reopen this case anytime.
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