Mr.Bet Casino - Cannot withdraw the maximum winning of 30 as minimum withdrawal limit is 40

I have received 2 emails from Mr.Bet today since I submitted this complaint...

1. A vague email from the support team in: "we want to reassure you that we are not a scam, but a fully licensed and regulated casino.."

Yet never mentioned the actual issue...

2. Unbelievably, offering another bonus identical to the one subject to this complaint --- complete with a $30 maximum withdrawal...

Dear Mxstorm288,

We are very sad that the maximum withdrawal amount came unexpected to you, but please note that you used a NZD 15 bonus with a withdrawal limit, after which your balance was adjusted accordingly. Since you played with your winnings from the free bonus and again received a large amount, your balance was adjusted once again, as you did not wager or withdraw the funds, and the withdrawal limit remained in place. To remove the limit, either withdraw the funds or wager the balance.

Regarding your comment that the minimum withdrawal amount is NZD 40, in this case, unfortunately, the maximum withdrawal amount from this bonus is NZD 30. In this case, you can either play through this amount or make a deposit and withdraw the entire amount (we would just like to remind you that a deposit wager may apply to the amount you deposit).

These are the only solutions that can help you dispose of your winnings. We are truly sorry that this bonus did not meet your expectations, but please note that when you registered, you agreed to rule 7.9. The maximum winnings/profit from No-Deposit Free Spins, all No-Deposit bonuses and all additional bonuses to Achievements allowed for withdrawal, is limited to €50 or currency equivalent unless stated otherwise. We reserve the right to reduce your balance to an amount not exceeding the aforementioned €50 winning limit from No-Deposit Free Spins and bonuses. This reduction may occur immediately after a win or upon your request for withdrawal of the corresponding winnings. In order to withdraw winnings from the free bonus, you need to make 1 successful deposit.

If you have any questions, please do not hesitate to contact us.

Please define "play through this amount".

Dear Mxstorm288,

“Play through this amount” means using the entire balance of NZD 30 to place bets in games until the balance is fully wagered. In other words, the funds can be used to play in the casino rather than being withdrawn. As long as the funds originate from the no-deposit bonus, the maximum withdrawal limit of NZD 30 remains in place.

You currently have two available options:
- Play through the balance
- Make a successful deposit, after which you may withdraw the full balance (please note that wagering requirements may apply to the deposited amount).

Pretty sure I had already completed the wagering of the original $20 bonusn- before you put the balance back to $30

Dear Mxstorm288,

“Play through this amount” does not mean wagering the bonus again.
It simply means using the remaining balance (NZD 30) to place bets in casino games instead of withdrawing it.

At this stage, you were offered two valid options, fully in line with the terms:

-Use the NZD 30 balance to continue playing in the casino

-Make a successful deposit, after which the balance becomes withdrawable (standard wagering rules may apply to the deposited funds)

The balance was not “reset” arbitrarily. It remained within the limits defined by the no-deposit bonus conditions that were accepted at registration.

We would appreciate @AskGamblers’ guidance on this case.

From our side, there is no system error or breach of terms. The no-deposit bonus wagering was completed correctly, the maximum withdrawal limit was applied as stated in the bonus terms, and the player was offered clear, compliant options to proceed.

Could you please advise how you see a fair resolution in this situation, given that:

- All actions were taken according to the published bonus terms
- The player was provided with viable options to resolve the matter

Your feedback on the expected outcome would be appreciated.