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Mr.Bet Casino - Won't say why they confiscated €7K+ of legitimate winnings

RESOLVED
Complaint Info
Disputed casino Mr.Bet Casino
Reason Declined payment
Posted on June 29, 2020

This is the worst experience I have ever made in my long-life casino career. They are refusing my withdrawal with different explanations. I used a 50 Euro 100% bonus for my second deposit.

It was written, that I am not allowed to go above 5 Euros in slots and 12 euros on live tables. Clearly visible on top of each game during bonus wagering.

After I won a huge amount on danger and later on wagering was cleared, I wanted to cash out something, which was denied a day after.

I asked them for reasons. Then it all started.

First explanation in the chat after some time was, that I am just allowed to win 50 euros in that bonus. I proved them wrong via the bonusmail, the wagering requirement was 40 times the bonus amount, which I accomplished.

Secondly, I was told that i played above the maximum betsize allowed. I allegedly made a 75 euro bet on book of dead, which, of course, I did not. It is even not possible, since the max amount is 50 euros per spin. So, after I proved them wrong once again, a third ridicolous explanation was made.

I "violated the terms and conditions" , which In my opinion I never did as I am an experienced player and never had anything like that.

After I told them to publish it, they told me that there will be an internal review again. I was sure to find an agreement, but after two weeks and some mails and delays I got the final mail with the confirmation of the refusal, because of the violating.

Despite of this, the official explanation for this, shown in my payment history, is still the betting size I went above.

In my point of view, this is just arbitrariness and has nothing to do with a fair game.

I can prove everything, made screenshots, saved chat conversations and emails and won´t let this happen to me.

Maybe I won´t have a chance on the legal aspect, but nevertheless I will try and contact a lawyer for international law on gambling. Since I am a journalist I will additionally get in touch with coworkers to inform all the players to be very careful with this site.

Posted on June 30, 2020

Hello dear BIGBERT44,

Thank you for your request.

You have been clearly informed in the email what exactly you had violated, such as placing more than 5 eur with bonus money and moving from a low weighted game (50% wagering contribution or less) to a higher weighted contribution game (70% or more) after large wins for the purpose of clearing wagering requirements.

All the evidence was sent to Askgamblers team to close the case.

Thank you for understanding.

AskGamblers
Posted on June 30, 2020

Dear all,

Following a careful review and consideration of all the information, details and proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Mr.Bet Casino management acted in accordance with their Terms and Conditions:

7.12. The maximum bet allowed when using bonus money shouldn’t be larger than 5 EUR or your currency equivalent (if not stated otherwise) until such time as the wagering requirements for that bonus has been met. Mr.Bet reserves the right of voiding bets and winnings resulting from bets of larger amounts.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

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