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Mr.Bet Casino - "Accidental" Birthday gift issue

RESOLVED
Complaint Info
Disputed casino Mr.Bet Casino
Reason Declined payment
Amount € 100
Posted on December 5, 2018

Hey fellow gamblers! I have this very shady situation with mr.bet. First I got 200€ bonusmoney from them added to my balance as a birthday gift, and I went to chat to ask if everything is cool, and they said that I just have to clear the wager to make a cashout. OK! I cleared the wager and made a 3000€ withdraw and now they claim that "Unfortunately, 200EUR as birthday gift bonus was mistakenly credited into your account, it was intended for another user. " So they took all my winnings and gave no compensation or any "intentional" birthday gift. I really like mr.bet and would like to continue playing there but this situation just seems too shady. PLEASE HELP!

Posted on December 7, 2018

Hello, Santtu(MIKAELIN)

Thank you for raising your issue with us.
We are deeply sorry to confirm there was a technical error by crediting that bonus out to you, moreover, we admit that customer support provided you with wrong information as well, without double checking the requested information.
The corresponding measures have already been taken and additional training provided.
Therefore, according to the Terms and Conditions paragraph 3.1.8, the wager is declared void in full and the winnings annulled.
Please accept our deepest apologies for any inconveniences this might have caused. Overall in the past, we have paid you all of your winnings/withdrawals without any problems. Its only this time, we had an issue with our system. One that our support system was not aware of. We are truly sorry this happened Santuu.
We apologize again, and wish you the best luck.

Kind Regards,
Mr.Bet team!

Posted on December 10, 2018

Okay so this is how it goes down? I get absolutely no compensation whatsoever? This part still seems shady to me "Unfortunately, 200EUR as birthday gift bonus was mistakenly credited into your account, it was intended for another user." I think it is your resbonsibility to make sure people get the bonuses that they are supposed to get and if your system gives out wrong bonuses it shouldnt be my job to everytime make sure i got the right bonus? For example Ikibu casino gave me 100% dep bonus instead of 50% what they were supposed to give me and this was accident too, but I managed to clear wager and cashout and they let me do it because it was their mistake to give out wrong bonuses.

Posted on December 13, 2018

Thank you for your response. We understand that some casinos have different policies and we understnd that the issue happened by our fault, but we stated in our rules how we would handle such a case. A casino is a place where you have chances to win or lose. You can see that our casino is fair in this, also there are humans working in this casino, so that's why we have the rule with which you faced upon your issue. Also, you have accepted this rule upon registration. But we appriciate your participation and we credited your account with a 100 Euro bonus . You don't need to worry about it. This bonus is approved by this message and it is exactly for you. We hope you have fun and get even more winnings than before.

mikaelin Finland
Posted on December 13, 2018

Thanks for this. I think its the least you could do for me after what happened. Case resolved

AskGamblers
Posted on December 13, 2018

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

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