Mr Bet Casino - Os ganhos do jogador foram reduzidos pela metade.

Hello Casino Guru Team,

I received a €10 non deposit bonus from Mr.Bet on December 18th.

I played with this and when I reached €140, it was reduced to €15 according to the bonus conditions, which I was aware of.

I then continued playing with the €15 (which were also displayed in my real money wallet and no longer as a bonus) and won €500.

I wanted to withdraw these €500 and even received the following email from Mr.Bet on December 21st:

Your balance is ready to play! Good news – your balance of €500.36 has been activated. You can now use it to play at Mr.Bet.

But when I checked the account again, the amount was reduced back to €15.

According to the email from the casino, it clearly states that the credit has been activated.

Could you please help me here?

Thanks

Hallo Casino Guru Team,

ich habe am 18.12 einen 10€ non deposit bonus von Mr.Bet erhalten.

Mit diesem habe ich gespielt und als ich auf 140€ oben war, wurde dieser laut den Bonus Bedingungen, welche mir bewusst waren auf 15€ reduziert.

Mit den 15€ habe ich dann weitergespielt (Diese wurden auch am Echtgeld Walltet angezeigt und nicht mehr als Bonus) und habe 500€ gewonnen.

Diese 500€ wollte ich mir dann auszahlen lassen und habe sogar von Mr.Bet folgende Mail am 21.12 erhalten:

Ihr Guthaben ist spielbereit Gute Nachricht – Ihr Guthaben von 500.36 EUR wurde freigeschaltet. Sie können es jetzt bei Mr.Bet zum Spielen einsetzen.

Als ich jetzt aber nochmal auf das Konto geschaut habe, wurde die Summe wieder auf 15€ reduziert.

Laut der Mail des Casinos steht eindeutig hier, dass das Guthaben freigeschalten wurde.

Könnt ihr mir hier bitte helfen,

Danke

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear HansPeter,

Thank you for submitting your complaint. I’m sorry to hear about your experience with Mr Bet Casino and appreciate you bringing this to our attention.

May I ask a few questions to better understand what happened?

• Were you informed at any point that the bonus terms and conditions remain in effect even after you have completed the wagering requirements?
• Do I understand correctly that your casino balance was shown as separate 'real money' and 'bonus' balances?
• Have you tried contacting the casino regarding this issue? What was their reaction?

We hope to resolve this issue as quickly as possible. Thank you in advance for your reply.

Best regards,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

I read the casino's terms and conditions and section 7.9 states:

7.9. The maximum winnings/profit from no-deposit free spins, all no-deposit bonuses, and all additional bonuses for successes that are eligible for withdrawal is limited to €50 or the equivalent currency amount, unless otherwise stated. We reserve the right to reduce your balance by an amount that does not exceed the aforementioned maximum winnings limit of €50 for free spins and no-deposit bonuses. This reduction may be made immediately after a win or upon your request to withdraw the winnings in question . To withdraw winnings from the free bonus, you must make a successful deposit.

The reduction was deducted from the €140 after the first win, when I was still playing with the bonus amount, and then the €15 was displayed in my real money account. The terms and conditions don't state anywhere that this reduction can occur multiple times.

Regarding the second question, after I had wagered the €10 bonus and reached €140, the winnings were reduced to €15 as described in the bonus terms. This amount was then in my real money account and was no longer marked as bonus money.

I then continued playing with these €15 and won €500.

When I then requested the payout of the €500, I received the email from the casino that was attached earlier:

Your balance is ready to play! Good news – your balance of €500.36 has been activated. You can now use it to play at Mr.Bet.

According to the email, this is credit and not bonus money.

Regarding the third question: Yes, I have already contacted the casino via chat and repeatedly requested an explanation, including regarding the email sent after the withdrawal. However, support never specifically addressed my questions and always just referred me to the terms and conditions.

Ich habe mir die Casino AGBs durchgelesen und beim Punkt 7.9 steht:

7.9. Der maximale Gewinn/Profit aus Freispielen ohne Einzahlung, aus allen Bonussen ohne Einzahlung und aus allen zusätzlichen Bonussen für Erfolge, die zur Auszahlung zugelassen sind, ist auf 50 € oder den entsprechenden Währungsbetrag begrenzt, sofern nicht anders angegeben. Wir behalten uns das Recht vor, Ihr Guthaben um einen Betrag zu reduzieren, der den oben genannten Gewinn­höchstbetrag von 50 € für Freispiele und Boni ohne Einzahlung nicht überschreitet. Diese Reduzierung kann sofort nach einem Gewinn oder auf Ihren Antrag auf Auszahlung des betreffenden Gewinns hin vorgenommen werden. Um sich Gewinne aus dem Gratis-Bonus auszahlen zu lassen, müssen Sie eine erfolgreiche Einzahlung tätigen.

Die Reduzierung wurde schon nach dem ersten Gewinn von den 140€ abgezogen, wo ich noch mit dem Bonus Betrag gespielt habe und danach die 15€ auf meinem Echtgeld Konto angezeigt wurden. Es steht in den AGBs nirgends, dass diese Reduzierung mehrfach erfolgen kann.

Zur zweiten Frage, nachdem ich den 10€ Bonus umgesetzt habe und auf 140€ ware, ist der Gewinn wie in den Bonus Terms beschrieben auf die 15€ reduziert worden, welche dann auf meinem Echtgeld Konto waren und nicht mehr als Bonus Geld markiert waren.

Mit diesen 15€ habe ich dann weiter gespielt und die 500€ gewonnen.

Als ich dann die Auszahlung der 500€ beantragt habe, habe ich die vorhin schon angehängte Mail von dem Casino bekommen:

Ihr Guthaben ist spielbereit Gute Nachricht – Ihr Guthaben von 500.36 EUR wurde freigeschaltet. Sie können es jetzt bei Mr.Bet zum Spielen einsetzen.

Laut der Mail handelt es sich hiermit um Guthaben und nicht um Bonusgeld.

Zur dritten Frage: Ja, ich habe das Casino schon kontaktiert via Chat und habe mehrfach um eine Erklärung gebeten, auch im Bezug zur Mail welche nach der Auszahlung verschickt wurde. Der Support ist aber nie konkret auf die Fragen eingegangen und hat mich immer nur auf die Terms verwiesen.

Hello HansPeter,

We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kristina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you very much for your reply, HansPeter. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

I was only in contact with the live chat a few times, but I already attached a screenshot of the mail "Your balance is ready to play! Good news – your balance of €500.36 has been activated. You can now use it to play at Mr.Bet."

Dear HansPeter,

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, Michal (michal.k@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,

Kristina

Dear HansPeter,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I have a few questions.

So, do I understand correctly that when you utilised the €10 no deposit bonus, there were no other funds in your account balance, and you have been playing only with the funds stemming from the no deposit bonus? Have you made a real money deposit to withdraw the winnings, as mentioned in the casino bonus rules?

In order to withdraw winnings from the free bonus, you need to make 1 successful deposit.

As you mentioned: "The reduction was deducted from the €140 after the first win." Which game have you been playing, and have you continued to play the same game after the first deduction?

While, as you say, the funds of €15 were then reflected in your real money balance. The email you received regarding the €500.36 indicates that even this €500.36 was some kind of bonus funds or linked to that bonus, as it's stated: 'Your balance of €500.36 has been activated.' You can now use it to play at Mr.Bet. So it is unlikely that these funds were considered as real money funds.

Can you provide any evidence that the €15 were reflected in your real money balance, please?

At the moment, it still seems that even the "second" winnings still stemmed from the original €10 no deposit bonus, and thus, the rule about the maximum withdrawal (not maximum wins, but maximum withdrawal) was still in place.

Looking forward to your feedback.

Hey Michael,

right, there where no other funds in the account and yes, I've only played with the funds from the bonus.

And yes, I've made a lot of deposits at the casino in the past, so my account should be eligible to withdraw money won from a bonus.

Actually I made few screenshots, showing the 15€, the 500,36€ in my wallet and a screenshot of the winning.

Sorry, forgot to answer the question about the games.

I've played "Holy Hand Grenade 2", got some big winnings and was sitting at around 140€, then the balance got deduced to the 15€, since I've wagered the bonus.

Then after checking the balance it was sitting in my real money balance and not showing up as bonus (Screenshot above), then I've switched to "Book of Madness 2" and got a big winning of 570,50€ (Screenshot Above).

After that I've played down to 500€ and wanted to withdraw it.

And in case if you're asking for it, here are screenshots of all my deposits.

Dear HansPeter,

Thank you for the additional information and evidence. I believe we need clarification from the casino team now.

Dear Mr Bet Casino,

Could you please explain why the winnings from the €10 no-deposit bonus (€15) were displayed in the player’s account as a withdrawable balance, which would reasonably suggest that the funds had been converted into real money? Additionally, the subsequent winnings of €500.36 generated from those funds were also shown as withdrawable. Despite this, the winnings were later capped under the original bonus terms, even though the wagering requirements had already been met.

We would appreciate your clarification on this matter.

If there are any other factors relevant to this case that cannot be shared publicly, please feel free to forward them directly to me at michal.k@casino.guru

Dear Michal,

The winnings of €15 were displayed as withdrawable in the player’s account because the player had successfully completed the wagering requirements associated with the bonus. This is why these funds appeared as a withdrawable balance.

However, as specified in our Terms and Conditions (Sections 7.9), the maximum allowable winnings from no-deposit bonuses, including free spins and any additional promotional bonuses, are capped at €50 or the equivalent in the relevant currency:

"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."

In line with these terms, the player’s balance was subsequently adjusted to comply with the maximum allowed winnings from no-deposit bonuses. This adjustment was fully consistent with the rules agreed upon by the player at the time of registration. All services were provided correctly, and the initial withdrawable balance reflected the status of the winnings before the application of the cap.

@MrBet

but the 500.36€ were also displayed as withdrawable balance, after my first winning was already deduced to 15€

Section 7.9 also does not state that the reduction can occur multiple times. It only states that it can be applied either immediately after a win or upon your withdrawal request. Since the reduction was applied after the win, and the amount to be paid out was showing €500.36 afterwards, I believe that this amount of €500.36 should be paid out correctly!

And you are writing something about 50€, but you've reduced the 500.36€ I wanted to withdraw since I've already wagered the bonus, the reduction was already happened and the amount was showing up as withdrawable to 15€ again.

Dear HansPeter,

Even if you won using bonus funds, then had a deduction, and later continued playing with the remaining balance and won again, rule 7.9 still applies.

This was a no-deposit bonus, and the maximum withdrawal allowed is 15 EUR, as stated in the bonus terms.

You had two options for these winnings:

• use them for further gameplay, or
• withdraw up to 15 EUR only.

After the bonus was fully wagered, your balance was correctly reduced to 15 EUR and credited to your real-money balance. You continued playing and won more, but any amount above 15 EUR cannot be withdrawn and was automatically deducted.

Even though the balance was shown as unlocked for play, the withdrawal limit from the no-deposit bonus still applies.

For this reason, the amount exceeding 15 EUR was removed and is not eligible for payout.

This action fully complies with the bonus terms and conditions.

This doesn't make any sense.

You are writing, that I had 2 options for these winnings.

And I chose the first option -> use them for further gameplay

Why are you pointing out that option if I can't win more then 15€?

According to your logic, what would be the point of continuing to play when you can no longer win? Just for fun? Then I might as well play the slots in demo mode.

And again, Section 7.9 does not state that the reduction can occur multiple times. It only states that it can be applied either immediately after a win or upon your withdrawal request.

Don't get me wrong, but then you need to adjust 1. the bonus terms on your site OR 2. don't move the money after the deduction was made to the real money balance. That would be completely logical and such a case would not occur.

I still believe that, according to the casino rules and how everything happened (money in the real money account, email from the casino, bonus has already been deducted once), I am right in this case.

I'm curious to see how Michal from Casino Guru assesses the case.

Thank you all for your responses. Both sides presented valid arguments. Please allow me to share my point of view on the situation.

While in general we believe that if a player has claimed or received a bonus that was freely available to them, the bonus wagering conditions have been met, the deductions related to the bonus have already been applied once, and the funds (after deduction) have been reflected in the player's real money balance, then the bonus rules should not be applicable for further gameplay anymore, unless clearly informed otherwise. This being said, when it comes to no-deposit bonuses or no-deposit free spins (and in some cases with sticky bonuses too), the actual rules of that bonus or the bonus general T&Cs take precedence. In this particular case, the €10 no-deposit bonus includes a clearly stated maximum withdrawable amount. In simple terms, this means that any winnings generated exclusively from this bonus cannot exceed the €15 withdrawal cap. You have not risked your own funds, and this was not a deposit bonus. You solely played the entire time with the "free money" from the casino. I completely understand that one of the primary reasons for participating in the casino is the chance to win; however, it is crucial to keep in mind that the main objective of the casino is "entertainment." The no-deposit bonuses or no-deposit free spins essentially serve as complimentary funds from the casino to enjoy the games or enhance gameplay with the potential to win a certain amount. Please be aware that almost all no-deposit bonuses include specific restrictions. From a user experience perspective, I agree that clearer notifications—such as reminders about withdrawal limits once wagering is completed—would certainly be beneficial and could prevent confusion. I would certainly encourage the casino to consider such improvements. However, even the absence of such a notification does not negate the validity of the actual bonus rules or the general terms and conditions. In this case, we are discussing funds derived solely from the no-deposit bonus, which was not offered as a "no-rules" bonus.

Based on the information and evidence available, the casino appears to have acted in line with the terms and conditions that were accepted when the account was created and the bonus was claimed. While I completely understand that this may not be the outcome you hoped for, HansPeter, I have not identified that the casino’s actions were unfair or inconsistent with its stated rules in this particular situation.

I appreciate the time and effort you’ve taken to share your perspective. Please rest assured that our goal is always to review each case carefully, fairly, and transparently. I hope this explanation helps clarify the reasoning behind the decision and offers some reassurance that your concerns have been given full attention.

This being said, can I consider the matter sufficiently clarified/addressed, or do you require assistance with anything else?

I haven't even manually claimed the bonus, it was automatically in my account. So I didn't even had a chance to reject it if I wanted to.

Don't get me wrong, but it's not a "clear" outcome for the casino since as I wrote in my last message their own FAQs on the page are saying "This reduction may occur immediately after a win OR upon your request for withdrawal of the corresponding winnings."

It's not written anywhere that it can happen multiple times, so where did the casino act in line if they don't adhere to their terms and conditions?

And yes, it was written that the maximum amount to withdraw with the bonus, after it's wagered is 15€, but why did the casino wrote above:

You had two options for these winnings:

• use them for further gameplay, or
• withdraw up to 15 EUR only.

What would be the point of continuing to play when you can no longer win? Just for fun? Then I might as well play the slots in demo mode.

I've been playing for years, so I'm naturally familiar with "no deposit" bonuses, how they work, and the rules behind them. But what's all come together here is something I've never experienced before. The casino really needs to revise its terms and conditions and how the bonus is wagered. Then I wouldn't need to file a complaint here.

I've provided enough evidence to support my case, but if Casino Guru sides with the casino, there's nothing I can do.

I will never make another deposit at this casino or with its partners. As a player, you feel completely ripped off. You deposit thousands of euros, and when it comes to vague, poorly defined bonuses, you're the one who gets screwed.

Dear HansPeter,

I fully understand that you are trying to find any possible route to support your case, and as I mentioned, from a user experience point of view, the entire situation is not ideal; however, you seem to (I want to believe not intentionally) overlook a very important and quite decisive fact here.

the €10 no-deposit bonus includes a clearly stated maximum withdrawable amount. In simple terms, this means that any winnings generated exclusively from this bonus cannot exceed the €15 withdrawal cap.

I have to draw your attention again that you solely played the entire time with the "free money" from the casino. The previous funds you deposited and played with in this casino over time sadly play no role in this matter.

The casino team correctly mentioned:

You had two options for these winnings:

• use them for further gameplay (*which is essentially the purpose to enjoy the games or enhance gameplay), or
• withdraw up to 15 EUR only.

To answer your questions:

" What would be the point of continuing to play when you can no longer win? Just for fun? Then I might as well play the slots in demo mode."

As I have explained already, it is crucial to keep in mind that the main objective of the casino is "entertainment." The no-deposit bonuses or no-deposit free spins essentially serve as complimentary funds from the casino to enjoy the games or enhance gameplay with the potential to win a certain amount. So, in simple words, yes, the bonus was meant to be enjoyed for fun. You voluntarily used the bonus, and you voluntarily played in the casino.

Please ask yourself: Have someone forced you to do that? Did you have to claim or use the bonus?

"I haven't even manually claimed the bonus, it was automatically in my account. So I didn't even had a chance to reject it if I wanted to."

Have you contacted the support to say that you did not want the bonus? If so, please forward any evidence of that.

This being said, I again agree with you that, from a user’s experience point of view, clearer communication would make a big difference. Simple reminders—such as a notification about withdrawal limits once the wagering is completed—could help avoid situations like this, and I would encourage the casino to consider such improvements. That said, even without these reminders, the specific bonus rules and the general terms and conditions still apply. In this case, we are discussing funds that were generated solely from the no-deposit bonus (free money from the casino). You have not incurred any real money losses in this situation whatsoever.

As I mentioned, while I completely understand that this may not be the outcome you hoped for, I have not identified that the casino’s actions were unfair or inconsistent with its stated rules in this particular situation.

It is entirely up to you whether you choose to keep playing at this casino or decide to switch to a different one; I have no objections to your choice at all.

With that in mind, please let me know if there’s anything else I can assist you with.

You are always taking about "free money from the casino" and "no real money loss" but you're not considering the deposits I did before, I've attached you 4 screenshots. So it's always easy to say, that there was no risk in losing money if you have already deposited and lost enough at the casino beforehand.

And your argument about "use them for further gameplay (*which is essentially the purpose to enjoy the games or enhance gameplay)" is pretty weak, again why should I play with a capped bonus money if I could also play the games in demo modus. There is absolutely no logical advantage to continuing to play with the money. You can't win anymore, it's no longer fun, and as already mentioned, every slot has a demo mode.

The casino should have clearly displayed the €15 as bonus money and informed the player that he had to withdraw it.

But no, it was displayed in the real money account so that you would keep playing and either lose the money (which is an advantage for the casino), or win and still only get the €15 in the end.

If you ask me, the whole thing borders on fraud/deception of the players, but okay, as an outsider, it's easy to dismiss it.

Dear HansPeter,

I understand that this situation has been frustrating for you. However, at this stage, I believe that any further discussion may not lead to a productive outcome, as it appears you are concentrating solely on your viewpoint and somehow overlooking (or maybe ignoring) the facts I have conveyed.

While you certainly have the right to your own opinion, it does not necessarily mean it is the correct one in this instance.

As you have contacted us for assistance in the past, you may recall that we have supported you on multiple occasions whenever we identified actions by a casino that we considered incorrect or unfair. In this instance, however, after careful review, we have determined that the situation does not fall into that category.

I have already provided you with a full explanation of our position. You are free to disagree with it and may pursue the matter further with the casino’s licensing authority or the relevant regulatory body in your jurisdiction if you wish. Unfortunately, we are unable to offer any additional assistance in this case.

Should you choose to take this route, please feel free to inform me of the decision of the licensing authority or regulatory body at michal.k@casino.guru.

With this in mind, and the explanation of our position in this particular matter provided, I have to close this complaint as Unjustified.

I am sorry that we could not be of more help on this occasion. Please do not hesitate to contact us in the future should you encounter issues with this or any other casino, and we will try our best to assist you.

Best regards,

Michal

Casino Guru