Mr Bet Casino - Os bônus do jogador foram confiscados.

I'm a regular player at Mr. Bet. Months ago, I stopped playing because my account was sanctioned. They removed all casino bonuses due to my constant activity. I tried to appeal and have my account reviewed. I'm a verified player, but they still tell me the decision is final and I won't receive any more bonuses, which is unfair since I only activated the bonuses when the casino offered them. I genuinely completed the spins and total bets required for withdrawals, always respecting the bonus and Mr. Bet terms and conditions. I've tried to appeal to have my bonuses reinstated, but they flatly refuse. They don't seem to see that my account is legitimate and verified. They don't check anything at all, and the answer is always the same. I've lost many times and won others, but it seems this casino has a problem with players who manage to make withdrawals. Please take action on my case because it's very unfair of the casino.

I want the bonuses the casino gives you to play again. I was sanctioned for no reason. I am not a fraudulent player and I never have been. I have accounts at other casinos and I've only had problems with Mr. Bet.

Soy un jugador regular de mr bet, hace meses atras deje de jugar porque mi cuenta fue sancionada, me quitaron cualquier tipo de bonificación del casino hacia mi debido a mi constante participación dentro del casino, trate de apelar a que revisen mi cuenta, soy jugador verificado pero aun asi me indican que la decisión es definitiva y ya no se me darán bonificaciones, lo que es injusto ya que yo solo active las bonificaciones cuando el mismo casino me las otorgaba, completaba genuinamente las tiradas y el total de apuestas para poder retirar, siempre respetando las condiciones del bono y mr bet, trato de apelar a que vuelvan a darme bonificaciones pero se niegan rotundamente y no ven que mi cuenta es fidedigna y verificada, no revisan absolutamente nada y la respuesta siempre es la misma, muchas veces perdi y otras gane per al parecer este casino tiene problemas con los jugadores que logran hacer algun retiro, favor tomar accion de mi caso porque es muy injusto de parte del casino.

quiero las bonificaciones que te da el casino para volver a jugar, me sancionaron sin ninguna razon, no soy un jugador fraudulento y jamas lo he sido, tengo cuentas en otros casinos y solo con mr bet he tenido problemas.

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Dear Mlinostroza,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Mr. Bet and your account status.

To better understand your situation and assist you with this matter, could you please provide us with the following information:

• What specific reasons did Mr. Bet provide for sanctioning your account?
• Can you specify the dates when your account was sanctioned, please?
• Have you received any official communication? If so, could you forward that to us?

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,

Petra

I am writing to you to request your help. Regarding the sanction from my account at Mr Bet, a decision that I consider completely unjustified.

The casino informed me that the bonuses are exclusively for recreational and legitimate players, and that I supposedly violated rule 7.2. However, I completely reject this accusation, as I have always used the platform transparently and in good faith, only using the bonuses that the casino itself offered me within my account.

I want to emphasize that I haven't only played using bonuses, but I've also had multiple gaming sessions without activating them, using real money I deposited myself. This clearly demonstrates that my behavior as a player has been normal and legitimate.

The penalty applied to my account occurred on approximately August 24, 2025. Since then, I have repeatedly tried to obtain a clear explanation or a genuine review of my case, but all the responses I have received, both via email and through casino support, have been generic and repetitive. I have not been given the opportunity to prove that the accusation is incorrect.

Furthermore, my account is fully verified. I have submitted all the requested documentation, and all my deposits and withdrawals were made from my own bank account. There is no indication of fraud, multiple accounts, or abusive behavior on my part.

I consider it deeply unfair that I am being penalized for using promotions that the casino itself offered me, especially when at no time was I previously notified about an alleged breach or irregularity in my activity.

For all the reasons stated above, I respectfully request that Casino Guru review this case and assist me in obtaining an impartial assessment. I am fully prepared to cooperate and provide any additional information necessary to demonstrate that my activity has been legitimate and in accordance with the casino's rules.

All I ask is a fair review of my account and a solution that is in accordance with the facts.

Me dirijo a ustedes para solicitar su ayuda respecto a la sanción de mi cuenta en Mr Bet, una decisión que considero completamente injustificada.

El casino me informó que las bonificaciones son exclusivas para jugadores recreativos y legítimos, y que supuestamente infringí la norma 7.2. Sin embargo, rechazo completamente esta acusación, ya que en todo momento he utilizado la plataforma de manera transparente y de buena fe, utilizando únicamente las bonificaciones que el propio casino me ofrecía dentro de mi cuenta.

Quiero destacar que no solo he jugado utilizando bonificaciones, sino que también he realizado múltiples sesiones de juego sin activarlas, utilizando dinero real depositado por mí. Esto demuestra claramente que mi comportamiento como jugador ha sido normal y legítimo.

La sanción aplicada a mi cuenta ocurrió aproximadamente el 24 de agosto de 2025. Desde entonces, he intentado en reiteradas ocasiones obtener una explicación clara o una revisión real de mi caso, pero todas las respuestas que he recibido, tanto por correo electrónico como a través del soporte del casino, han sido genéricas y repetitivas. No se me ha dado la oportunidad de demostrar que la acusación es incorrecta.

Además, mi cuenta se encuentra completamente verificada. He enviado toda la documentación solicitada, y todos mis depósitos fueron realizados desde mi propia cuenta bancaria, al igual que mis retiros. No existe ningún indicio de fraude, cuentas múltiples o comportamiento abusivo por mi parte.

Considero profundamente injusto que se me sancione por utilizar promociones que el propio casino me ofrecía, especialmente cuando en ningún momento se me notificó previamente sobre un supuesto incumplimiento o irregularidad en mi actividad.

Por todo lo anterior, solicito respetuosamente a Casino Guru que revise este caso y me ayude a obtener una evaluación imparcial. Estoy completamente dispuesto a colaborar y proporcionar cualquier información adicional que sea necesaria para demostrar que mi actividad ha sido legítima y conforme a las reglas del casino.

Lo único que solicito es una revisión justa de mi cuenta y una solución acorde a los hechos.

Thank you for your reply and for providing the previous details, Mlinostroza.

Could you provide any additional evidence/communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

As evidence of my claim, I have emails from August and September 2025, which are the only ones I have been able to recover, since most of the communication took place through Mr Bet's support chat. In these communications, I was never given a clear or specific explanation as to when I supposedly violated the casino's policies.

To this day, I have not been provided with any concrete evidence to support the accusation against me. I have always played legitimately, complying with the established conditions and only using the bonuses that the casino itself granted me directly to my account.

In this regard, I consider it essential to clarify that the use of bonuses offered by the platform cannot, in itself, constitute an infringement, especially when I have not been previously warned of any misuse or irregular behavior.

The blocking of my bonuses and the penalty applied to my account are therefore unjustified and unfounded. I request that concrete evidence of the alleged infraction be provided to me or, failing that, that the applied penalty be lifted, restoring my rights as a user.

Como respaldo de mi reclamo, cuento con correos electrónicos correspondientes a los meses de agosto y septiembre de 2025, que son los únicos que he podido recuperar, ya que gran parte de la comunicación se realizó a través del chat de soporte de Mr Bet. En dichas comunicaciones nunca se me entregó una explicación clara ni específica sobre en qué momento habría infringido las políticas del casino.

Hasta el día de hoy, no se me ha proporcionado evidencia concreta que respalde la acusación en mi contra. Siempre he jugado de manera legítima, cumpliendo las condiciones establecidas y utilizando únicamente las bonificaciones que el propio casino me otorgaba directamente en mi cuenta.

En este sentido, considero fundamental aclarar que el uso de bonificaciones ofrecidas por la plataforma no puede constituir, por sí mismo, una infracción, especialmente cuando no se me ha advertido previamente de ningún uso indebido o comportamiento irregular.

El bloqueo de mis bonos y la sanción aplicada a mi cuenta resultan, por tanto, injustificados y carentes de fundamento. Solicito que se me entregue evidencia concreta de la supuesta infracción o, en su defecto, que se levante la sanción aplicada, restituyendo mis derechos como usuario.

Dear Mlinostroza

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Peter (peter.c@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Hello there,

Thank you Mlinostroza 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 the player's winnings were confiscated and what we can do to help resolve this issue.

Thank you!

Dear Peter,

The user’s bonuses were disabled in accordance with clause 7.2 of our Terms and Conditions: "All promotions are intended for recreational players only, and we may, at our sole discretion, limit the eligibility of players to participate in any promotion."

Under this rule, the casino reserves the right to restrict bonus offers for players at its own discretion. The user agreed to these terms prior to registration.

No winnings were confiscated. The bonuses were disabled back in August of last year, and the customer had the opportunity to contact us immediately after becoming aware of the restriction, in accordance with clause 3.3.7: "For every request and/or complaint regarding any withdrawals and/or compensations, there is a limited period within which such a request and/or complaint must be sent to us. The limitation period is 14 calendar days."

I have contacted the casino multiple times within the allotted time, seeking a clear explanation and a solution to my case. Many of these interactions took place through Mr Bet's support chat, so I request that, if necessary, those chat logs be reviewed.

Despite my repeated attempts, I was never given a concrete solution or a detailed explanation regarding the alleged infraction. The only response I consistently received was that it was a final decision by the casino, with no possibility of review, which I consider completely unacceptable.

This lack of transparency, along with the refusal to provide evidence or a genuine avenue for appeal, reinforces my position that the imposed sanction is unjustified. I have acted in good faith at all times, complying with the casino's terms and conditions, so it is up to the operator to prove any breach, which they have failed to do to date.

Me he contactado con el casino en múltiples ocasiones dentro del plazo correspondiente, intentando obtener una explicación clara y una solución a mi caso. Gran parte de estas gestiones se realizaron a través del chat de soporte de Mr Bet, por lo que solicito que, de ser necesario, se revisen directamente esos registros de conversación.

A pesar de mis reiterados intentos, nunca se me entregó una solución concreta ni una explicación detallada sobre la supuesta infracción. La única respuesta que recibí de forma constante fue que se trataba de una decisión definitiva por parte del casino, sin posibilidad de revisión, lo cual considero completamente improcedente.

Esta falta de transparencia, junto con la negativa a proporcionar evidencia o una instancia real de apelación, refuerza mi posición de que la sanción aplicada es injustificada. He actuado en todo momento de buena fe, cumpliendo las condiciones del casino, por lo que corresponde al operador demostrar cualquier incumplimiento, lo cual hasta la fecha no ha ocurrido.

Each bonus I used was awarded directly by the casino to my account. I never misused them or attempted to exploit any flaws or loopholes in the system. I simply used the promotions you provided, under the established terms and conditions.

In this context, the use of benefits provided directly by the platform cannot be considered an infringement, especially when I was not previously notified about any additional restrictions or about any alleged misuse of such bonuses.

Therefore, I firmly maintain that there is no wrongdoing in my behavior as a user, and that the sanction applied is unfounded.

Cada bonificación que utilicé fue otorgada directamente por el propio casino dentro de mi cuenta. En ningún momento hice un uso indebido de ellas ni intenté aprovecharme de alguna falla o vacío en el sistema. Simplemente utilicé las promociones que ustedes mismos me proporcionaron, bajo las condiciones establecidas.

En este contexto, no puede considerarse una infracción el uso de beneficios entregados directamente por la plataforma, especialmente cuando no se me notificó previamente sobre ninguna restricción adicional ni sobre un supuesto uso incorrecto de dichas bonificaciones.

Por lo tanto, sostengo firmemente que no existe falta alguna en mi comportamiento como usuario, y que la sanción aplicada carece de fundamento.

Dear Mlinostroza, I understand your concerns regarding your situation. However, I must convey that if there are no winnings in dispute, my ability to assist may be limited. Please note that casino bonuses are privileges that the casino has the discretion to modify or revoke at any time. If you could share your attempts to reach out to the casino within the stipulated timeframe, I would be more than happy to facilitate further mediation. You can forward any information to my email. (peter.c@casino.guru) Thank you for your cooperation!

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Mlinostroza,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Peter