Mr.Bet Casino - Refund due to gambling addiction not yet processed

Dear Mr.Bet Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Dear Mfj,

thank you for your co-operation. Your email was successfully received and handled, the case is currently under review. We will notify you as soon as we receive an update.

in case of questions, we are always happy to help.

Thank you very much for confirming you received the email/document i wrote. When is it expected to be processed?

Dear Mfj,
The document has been forwarded to the appropriate department and is being processed. Unfortunately, we cannot give you an exact time frame, but we confirm that it has been received by us and you will be informed as soon as there is any news.

Thank you. Its 3 weeks ago it was sent, i know you cant give exact timeframe, but are we talking more days, weeks or what is expected?

Dear Mfj,
Thank you for your patience. We understand that the waiting period can feel long, but this is an important process and we want to ensure everything is handled thoroughly.
We’ll get back to you next week with the next steps.

Thanks, i am looking forward for your reply.

Dear Mfj,
We apologise for the delay. The long response from us is due to a slightly complicated process of approving the refinance, which is still in progress and we are working on this request. As soon as we have any news, we will be happy to let you know. We are very sorry that this is taking so long, but we are working on your request and thank you for your patience.

Hi,

Will it be processed in this week?

Dear Mfj,
We have already provided you with the response we were able to obtain. You've also shared your comments on the matter, which we have forwarded to the relevant department. We kindly ask for your patience while they review the situation. Thank you in advance for your understanding and continued patience.

Hi,
Thank you, i will wait reply from the relevant department.

As quoted in your original email your position is that you: "Stand ready to refund your funds due to your gambling addiction", and you additionally to this statement asks me to provide a hand-written letter requesting a refund of the money spent on game participation.

So it is understood that it is all losses on the account spent on game participation as you state, which is understood in your original email and letter, you are promising to refund those funds. Your original email cannot be understood in any other way, when you directly as quoted confirm that you stand ready to refund my funds due to gambling addiction.

My hand-written letter was as you request sent and signed over a month ago.

To loop AskGamblers in on this new correspondence, Mr.Bet wrote this email last night and sent to me, if i can agree they refund only 160DKK equal to 3% of the total losses (Approx 25$). The communication with the casino had been a refund of the total losses on the account which is 6704,06 DKK (Approx 1036$).

Thanks and have a good day.

Dear Mfj,

Please be assured that your concerns have been carefully reviewed, and we truly empathize with what you're going through.

While all services provided on our platform were delivered in full accordance with our Terms and Conditions, we acknowledge the circumstances you've described and are prepared to make an exception by refunding your most recent deposit. All prior transactions were completed legitimately and within the scope of our service obligations.

Should you have any other questions or need further assistance, feel free to reach out.

Dear @mfj,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Dear AskGamblers Team and Mr.Bet,

Thank you for your assistance so far, but I must respectfully state that I do not consider this matter resolved.

In the original email from Mr.Bet (attached again for reference), it was clearly communicated as a promise to refund losses incurred due to gambling addiction. At no point did Mr.Bet indicate that this refund would be limited to only 3% of the total losses. Had they done so, it would make little sense for them to request a detailed, handwritten and signed letter from me — followed by a lengthy processing period on their end — all to issue a symbolic refund equivalent to approximately $25.

To clarify:
The total losses in question amount to 6,704.06 DKK (approximately $1,036). This is the figure I initially provided to Mr.Bet and the basis of our communication and the current dispute. Therefore, when Mr.Bet responded by stating they had decided to refund "money spent on game participation," it is reasonable to interpret that as referring to the entire disputed amount, as that was the clear subject of our ongoing correspondence.

Would you not agree that such a response implies the full amount under dispute was being acknowledged?

I kindly request that this case remain open and that further clarification be obtained from Mr.Bet regarding the discrepancy between their written commitment and the actual amount refunded.

Additionally, I would like to point out that Mr.Bet took over a month to respond to my signed and submitted letter — only to inform me that they would not uphold what was clearly promised in their original email. If the intention all along was to refund only a symbolic amount, it raises the question: why was this not stated clearly in their initial message? The significant delay, combined with the lack of transparency, makes the entire process feel misleading and dismissive of the seriousness of the issue. I therefore urge that this matter be handled more promptly.

They specifically write that to proceed with the refund process and to delete my account, i need to write the hand-written letter which is considered to deposits minus withdrawals which is considered the losses made on game participation.

Dear Mfj,

Thank you for your message and for taking the time to share your concerns in detail. We would like to clarify several key points regarding the communication and the steps taken in this case and review the situation in full again for your understanding:

- Your account was initially blocked in accordance with our Responsible Gaming policy. This action was taken as soon as we became aware of your situation and reflects our commitment to player protection and responsible conduct, it will not be reopened under any circumstances. After that, you were unable to make deposits.

- At first, as a part of our responsible gaming policy, we initially asked for medical documentation confirming a gambling addiction. After you informed us multiple times that you were unable to provide such a document from a medical professional, we offered an alternative: to submit a handwritten statement confirming your situation. This request was a step towards evaluating your case more thoroughly.

- In our initial communication, we stated that we were prepared to consider the possibility of a refund due to your gambling addiction. However, we did not specify or commit to refunding the entire amount of your losses, nor did we imply that a full refund of 6,704.06 DKK would be issued. The message communicated our openness to review your case responsibly and assess it based on the documented account history.

- Once we received your handwritten statement, we conducted a full internal review of your account history. Based on that review, and in accordance with our policies and practices, we proposed the refund of your last deposit - an amount of 160 DKK - as an acknowledgment of your situation. This resolution was made in line with how similar cases are handled and was never presented as symbolic, but as a fair and considered outcome.

Our communications were focused on reviewing the case and taking reasonable steps toward resolution based on the information available. We remain committed to responsible gaming and to treating all such cases with the seriousness they deserve.

Dear @mfj,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Dear AskGamblers Team and Mr.Bet,

Thank you for your recent response, but I must again point out the clear inconsistency between your original email to me and the position you are now taking.

In your message of June 11th, you wrote that you were “ready to refund your funds due to your gambling addiction” and that “to proceed with the refund process and to delete your account” I must send you a handwritten statement acknowledging my gambling addiction. At no point did you indicate that this refund would be partial, limited, or restricted in any way. The term “money spent on game participation” is widely understood to mean deposits minus withdrawals — i.e., the full net losses.

The context is also important:

The only losses ever under discussion between us were the documented total of 6,704.06 DKK.

There was no mention of any alternative amount or cap in your original email.

You required me to complete and send a formal handwritten statement — an unnecessary step if your intention was to refund only 160 DKK.


After I provided exactly what you requested, you took more than a month to reply, only to then introduce a completely different interpretation of your own wording and offer a refund that is less than 3% of the total losses in question.

If your true intention had been to refund only the last deposit, this should have been made clear from the outset. The combination of your original phrasing, the absence of any limitation, and the long delay in clarifying your position reasonably leads to the expectation of a full refund of the documented losses — not a symbolic amount, as it is considered a symbolic amount when its below 3% of the actual disputed amount.

For these reasons, I do not consider the matter resolved and request that Mr.Bet be asked to honor the refund as clearly implied in their initial written commitment.

Dear MrBet Casino,

We kindly ask you to provide a detailed explanation and supporting evidence directly to suppor­t@a­skg­amb­ler­s.com, to substantiate the following statement:

"Once we received your handwritten statement, we conducted a full internal review of your account history. Based on that review, and in accordance with our policies and practices, we proposed the refund of your last deposit — an amount of 160 DKK — as an acknowledgment of your situation. This resolution was made in line with how similar cases are handled and was never presented as symbolic, but as a fair and considered outcome."

Dear AskGamblers,

We are currently preparing our response and will get back to you with further clarification on Monday. In the meantime, we kindly ask for some additional time. Thank you for your understanding.

Thanks, please send the clarification as soon as possible, so we can solve this.

Dear AskGamblers,

We have sent you a detailed explanation regarding the player’s case, and we thank you in advance for your consideration.

Dear @mfj,

Please let us know if there are any updates regarding your ongoing complaint. In case you fail to respond within the given timeframe, please be notified that we will consider your case resolved and it will be closed accordingly.

Kindly note that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Hi
What update are you asking for?

Dear all,

Kindly note that the AskGamblers Complaint Team requested and is still awaiting additional information from the Mr.Bet Casino team.

Should the operator fail to provide such an update within the specified timeframes, the case shall be considered unresolved and will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Dear AskGamblers,

We have sent you an email with further clarification regarding the situation and with answers to your questions. Thank you in advance for your consideration.