Mr Bet Casino - Os ganhos do jogador foram reduzidos a zero.

Hello everyone,

A few weeks ago, I won 11000 Euros and authorized a withdrawal of the winnings. However, when I checked my account the next day, the money was gone, and the balance was at zero. They claim that I gambled away the money, which certainly couldn't be the case as I was working at that time. This is absolutely outrageous.

Hallo zusammen,

ich habe vor ein paar Wochen 11000 Euro gewonnen und habe es zur Auszahlung freigegeben. Als ich am nächsten Tag reingeschaut habe, war das Geld weg und das Konto auf 0. sie behauptet ich habe das Geld verspielt was nicht so war da ich um diese Zeit auch am arbeiten war. Das ist eine absolute Unverschämtheit.

Dear jennbull3004,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• When did you last log into your casino account and find that your winnings were still intact?
• Has your account been successfully verified before?

If there’s any relevant communication, please forward it along with your game history to petronela.k@casino.guru.

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

Best regards,

Petronela

Hello,

I logged in a day later and the money was gone.

yes, my account is fully verified

Hallo,

ich hatte mich ein Tag später eingeloggt da war das Geld weg.

ja mein Konto ist vollständig verifiziert

• When was the last time you logged into your casino account and the funds were still there?
• Could you please forward your game history to petronela.k@casino.guru?

Thank you in advance.

Hello,

The gameplay is over 300 pages, how am I supposed to send it all.

Hallo,

der spielverlauf sind über 300 Seiten, wie soll ich das alles schicken.

Could you please request it from the casino directly? They should be able to provide you with your game history in Excel format. Thank you.

Hello,

Unfortunately, I've been waiting for 2 days to hear back from the casino about how the game went.

Hallo,

leider warte ich seit 2 Tagen auf die Rückmeldung von dem Casino wegen dem spielverlauf.

I understand. Could you please advise if there's any relevant communication between you and the casino that you could share with me before we contact the casino directly? Thank you.

Currently I have asked for a game history that is still being checked and the casino will then contact me. Otherwise there will be no communication.

Aktuell habe ich nach einem Spielverlauf gebeten das aber noch in Prüfung ist und das Casino sich dann bei mir meldet. Ansonsten findet keine Kommunikation statt.

Hello, I have just sent the game history to the email

Hallo, ich habe soeben den spielverlauf an die Email gesendet

Thank you, jennbull3004, for your game history. It is a bit confusing document.

• Could you please clarify where on the game history is your win of €11,000?

I don't understand this gameplay

Ich verstehe diesen spielverlauf nicht

Hi jennbull3004,

• That makes two of us. Could you kindly provide any supporting evidence indicating that you had winnings totaling €11,000 in your account?

Thank you.

I have a screenshot of it

Ich habe ein Screenshot davon

Hi jennbull3004,

• Do you mind sharing it, please? You can upload it here when replying or send it to petronela.k@casino.guru.

Thank you.

I just sent it to email

Ich habe es soeben an die email gesendet

Thank you very much, jennbull3004, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@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.  

Thank you

Vielen Dank

Hi jennbull3004,

I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite Mr Bet Casino to join the conversation and contribute to the resolution of this complaint.

Yes please you can do that. Thank you

Ja bitte das dürfen sie tun. Vielen Dank

Dear Peter,

We've addressed the user's concerns in our recent email, providing a detailed explanation and supporting documents. Thank you for your prompt consideration.

They accused me of gambling away the money, but that's not the case. I was working at that time.

When I regained access to my account the money was gone

Die habe mir vorgeworfen das ich das Geld verspielt habe, dass ist aber nicht so ich war arbeiten um diese Zeit.

als ich auf mein Konto wieder Zugriff hatte war das Geld weg

Thank you Mr Bet Casino team for your email.

Dear jennbull3004,

I've looked at your game history and it doesn't suggest any signs of irregularities. It seems that the same game Books and Pearls Respins of Amun-Re was played the whole time on that day until the balance went to zero. Let me ask you a question. Did you make any further deposits in the casino after the balance was played away?

Hello,

yes, I paid in again afterwards.

Hallo,

ja ich habe danach wieder eingezahlt.

But this game no longer works, how can I have played it?

Dieses Spiel geht aber auch nicht mehr wie kann ich es dann gespielt haben?

Dear jennbull3004,

Unfortunately, I won't be able to help you. It seems very unlikely that any player would make further deposits to a casino that allegedly stole their winnings. Regarding the game not being available, it was available while you were winning and also when the winnings were played down to zero. I'm afraid your complaint will be rejected. If you disagree with our decision, please turn to the Curacao Gaming Authority (https://casino.guru/licensing-authorities/curacao-license-1) for further assistance. I wish I could be of more help.

Best regards,

Peter