Mr.Bet Casino - Declined payment from birthday bonus

Dear all,

Please be informed that because of internal issues with the AskGamblers Casino Complaints Service /AGCCS/ system we are currently unable to handle your case accordingly. We expect the issues to be handled by March 19th and until then your case will remain with status 'Open'. Until further notice, AskGamblers Complaints Team is kindly requesting you to refrain from further posting to your complaint. As soon as AGCCS is back to normal operational state, you will be informed immediately.

Please accept our sincere apologies for all the inconveniences caused and thank you for understanding.

Hello Wile,

Thank you for raising your concerns with us.

We apologize for the inconveniences caused. According to our technical team the bonus gift was inadvertently given to you by the system. We've informed you about this issue on 13.11.2018 by email:

"We apologize for any inconveniences, but our technical team has informed us that according to "Terms and Conditions" point 3.1.8, we reserve the right to declare a wager void, partially or in full, if we, at our own discretion, deem it obvious that there was an error, mistake, misprint or technical error on the pay-table, odds or software.

A technical error occurred and the bonus was credited to you by mistake. That's why we can't pay the winnings that you won using the bonus."

Regrettably, we can't pay the winnings you won using the bonus. Please keep in mind that no deposited funds were lost.

Dear all,

Please be informed that because of internal issues with the AskGamblers Casino Complaints Service /AGCCS/ system we are currently unable to handle your case accordingly. We expect the issues to be handled by March 19th and until then your case will remain with status 'Open'. Until further notice, AskGamblers Complaints Team is kindly requesting you to refrain from further posting to your complaint. As soon as AGCCS is back to normal operational state, you will be informed immediately.

Please accept our sincere apologies for all the inconveniences caused and thank you for understanding.

Dear all,

Please be informed that the internal issues we have been experiencing with the AskGamblers Casino Complaints Service /AGCCS/ system have been successfully resolved and it is now back to normal operational state.

I would like to know what my birthday gift was supposed be if not that, and proof that what you are saying is true.

Dear Wile,
Unfortunately, we cannot provide this information to you as we don't store the logs for such a long period of time. The email was sent to you right after we discovered the technical issue.

Right after you took almost a month to "discover" that when I attempted to cash my winnings out yeah.. So how is this going to continue now?

Dear Askgamblers Support,
We notified the customer about the technical issue right after we discovered it on our side. The player hasn’t responded to our notice that made us believe he accepted the explanation. Six months later, the user is trying to take advantage of a situation that has already been resolved many months ago.
Since the case was settled, we see no further value in continuing the investigation in this situation.

Dear Askgamblers Support,

I did ask their support about it after they sent the email and was not satisfied with the response, but as you can propably understand I didnt see much point arguing over it with the casino.

I did not know of sites like these back then, which is why im doing the complaint four months later.

Dear Wile,

To our regret, there’s not much to be done after all this time. You should have addressed your complaint directly to us for review if you were not satisfied with previous solution. Back then we could provide you with more information, unfortunately, we don't store the errors for such a long time, that's why our Terms & Conditions state that you have limited timeframe to file a complaint in respect to a withdrawal or a compensation:

3.3.6. For every your request and/or complaint respecting to any withdrawals and/or compensations, there is a limited period, within which such request and/or complaint should be sent to us. The limitation period is 14 calendar days.

Should you require any further assistance, please do not hesitate to contact us.

Dear Wile,
Our customer support team has reached out to you confirming our intention to satisfy your request for winnings. You’re welcome to submit a withdrawal on the website.
Please let us know if you have any questions.

I am very happy to hear that you have reached this decision. I have made the withdrawal and received the money so the case can be closed.

Thank you.

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.