Mr Bet Casino - O pedido de retirada do jogador foi recusado.

Hello,

I requested a withdrawal on 4th February 2024.

I had previously placed various sports bets there without any bonuses.

I have also played several slots.

MrBet is refusing to process the withdrawal and is citing Clause 7.13

Despite asking for details and lodging a complaint, I haven't received any response regarding what exactly I am supposed to have done.

In my opinion, my account has been arbitrarily blocked and I do not agree with it.

I am not aware of any wrongdoing on my part.

Please help!

Hallo,

am 4.02.2024 habe ich eine Auszahlung beantragt.

Hatte vorher dort diverse Sportwetten gesetzt ohne Bonus.

Auch habe ich div. Slots gespielt.

MrBet verweigert die Auszahlung und beruft sich auf Paragraf 7.13

Auf Nachfrage und Beschwerde wird mir aber keine Antwort gegeben, was ich genau gemacht haben soll.

Meiner Meinung nach ist mein Konto willkürlich gesperrt worden und damit bin ich nicht einverstanden.

Ich bin mir keiner Schuld bewusst.

Bitte um Hilfe

Dear H12863,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Mr Bet Casino. I have checked the Terms and Conditions and this is what I found regarding the clause 7.13:

7.13. Bonuses offered by Mr.Bet are intended for genuine recreational players only. The abuse of any bonus offer will not be tolerated. Mr.Bet reserves the right to investigate, suspend, cancel, or lock any account if bonus abuse is suspected. At our discretion, all bonuses and subsequent gaming activity may be revoked and voided.

Bonus abuse, as referenced herein, may include, but is not limited to, the following activities:

- Delaying game rounds, including free spins and bonus features, to a time when there are no wagering requirements;

- Leaving large bets, for example in blackjack, on the table and returning to the game after bonus wagering requirements have been met;

- Using bonus money to accumulate value within a game, losing the bonus funds, and then cashing out the accumulated value during real-money play;

- Collaborating with other players in a syndicate to abuse promotions, engage in deliberate cheating, or exhibit other forms of unfair behavior;

- Creating multiple accounts to claim a bonus or free spins more than once;

- Exploiting any software or system glitches, loopholes, faults, errors, or failures, including but not limited to those related to any game;

- Directly or indirectly influencing the outcome of an event to gain an unlawful advantage, which includes the use of fraudulent tactics or strategies by you or individuals associated with you;

- Making wagers that have been offered, placed, and/or accepted due to a mistake, misprint, technical malfunction, force majeure, or similar errors;

- Removing winnings derived from Free Spin or Bonus features that were initiated with bonus funds but completed after the bonus has been wagered, lost, or forfeited;

- Attempting to fulfill Casino bonus turnover requirements or utilizing bonus spins while Real Money is locked in pending Sportsbook bets.

Could you please advise if you activated any bonuses? If you did, please send me the link or the screenshot of the bonus you took.

Have you played any other casino games besides slots?

Could you kindly confirm if you passed the KYC verification?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello Veronika,

Unfortunately I can no longer send screenshots from my account because I can no longer get in.

What can be said is that my account is/was fully verified.

I'll probably have deposited and withdrawn 20 times by then.

When the last payout was made, the bonus was no longer active.

But before that I sometimes used a bonus (casino bonus) and sometimes I didn't.

I would say I used one every 2 or 3 deposits.

I probably played 100 different slots.

Also, in my opinion, clause 7.13 is not applicable.

I'm a recreational player and just gambled there.

Many greetings and many thanks for your care

Hallo Veronika,

leider kann ich keine Screenshots mehr aus meinen Account senden, da ich nich mehr reinkomme.

Was ist sagen kann ist, dass mein Konto vollständig verifziert ist/war.

Habe bestimmt 20 mal ein und Ausbezahlt bis dahin.

Bei der letzen Auszahlung war kein Bonus mehr aktiv.

Habe aber davor manchmal einen Bonus benutzt ( Casinobonus) und machenmal nicht.

Würde so sagen bei jeder 2 oder 3 Einzahlung habe ich einen Benutzt.

Dabei habe ich bestimmt 100 verschiedene Slots gespielt.

Auch ist meiner Meinung nach Klausel 7.13 nicht zutreffend.

Ich bin ein Freizeit Spieler und habe dort einfach nur gezockt.

Viele Grüße und besten dank fürs kümmern

Thank you very much, H12863, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you H12863 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Mr Bet Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help resolve this issue.

Thank you!

Dear Peter,

We have once again checked the user. The user has violated clause 7.13 of our Terms and Conditions, which states: "Bonuses offered by Mr.Bet are intended for genuine recreational players only. The abuse of any bonus offer will not be tolerated. Mr.Bet reserves the right to investigate, suspend, cancel, or lock any account if bonus abuse is suspected. At our discretion, all bonuses and subsequent gaming activity may be revoked and voided." These terms were agreed upon prior to registration on our website.

As a result, their winnings were voided, and their account was blocked. We are in the process of gathering additional evidence regarding the rule violation, and we will provide it to you in due course.

Thank you for your patience.

Thank you for the update Mr Bet Casino representative. Once you have gathered the evidence I would appreciate if you could provide it to my email. (peter.c@casino.guru) Thank you in advance!

Dear Peter,

We've sent you the letter with a detailed explanation regarding the user's case. Thank you in advance for your consideration!

Thank you for providing the information Mr Bet Casino representative.

Dear H12863, from the evidence provided by the casino we believe the steps the casino taken are justified. Due to that reason, your complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Peter