Mr Bet Casino - Os ganhos dos jogadores foram limitados.

My problem is that I played at Mr.Bet and the bonus was successfully wagered. I got 60Fst for a slot game. Which I successfully wagered. After that, about 200-300€ remained on it that were not withdrawn. And the wagering had already been done. And after that I raised it to 8450€. Then they told me that the amount that can be withdrawn from the bonus is limited to 50€. And they canceled it all! So the wagering was successful. The other thing I then indicated was that it was not clearly visible in the Bonus, it is clearly visible that the bonus is limited! I have a legal basis for my complaint but they are not listening to me anywhere! And the authorities are not responding! Shame on you! The manager at the casino is so rude! And he keeps me waiting! On top of that, they continue to harass me when I told them I don't want any more advertising material!! SOS!

A problémám az lenne,hogy játszottam a Mr.Betnél és sikerült a bónusz megforgatàs.60Fst kaptam egy slot jàtékra.Amit,sikeresen megforgattam.Ezutàn maradt rajta kb 200-300€ amit nem voltak le.Pedig a megforgatás màr megtörtént.És ezutàn felvittem 8450€-ig.Majd közölték velem,hogy a bónuszból szàrmazó,kivehető összeg limitálva van 50€-ra.És az összeset eltörölték!Úgy,hogy a megforgatàs sikeres volt.A màsik dolog ezután jeleztem,hogy a Bónuszban nem volt jól kivehető,tisztàn làtható hogy limitàlva van a bónusz!A reklamàciómnak vam jogalapja de nem hallgatnak meg sehol!A hatósâgok pedig nem vàlaszolnak! Szégyeljék magukat! A kaszinónàl az ügyintéző pedig baromira flegma!És direkr megvàrat!Ezenfelül még tovàbbra is zaklatnak,mikor elmondtam hogy semmilyen reklàmanyagot nem kérek többet!!SOS!

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.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Am I correct in understanding that you played with a free, no-deposit bonus?
• Have your winnings been capped in any way after you finished wagering the bonus, or did the entire balance remain in your account?
• Have you submitted a withdrawal request immediately after you finished wagering the bonus, or did you continue playing with the balance without a withdrawal request?
• Could you see your balance divided between real money and bonus money?

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

Dear Kuzmicsoff,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Yes. I used the bonus, and there was a limit. Apparently, the limit was €50. I immediately requested a withdrawal, whereupon the entire amount was withdrawn, leaving only €50.

Ja. Ich habe den Bonus eingesetzt, und es gab ein Limit. Angeblich lag das Limit bei 50 €. Ich habe sofort eine Auszahlung beantragt, woraufhin der gesamte Betrag abgebucht wurde und nur noch 50 € übrig blieben.

You understood correctly. The bonus was limited, even though it was free (no deposit required). I continued playing after that. I had €2 in my account, played with €0.20, and then got free spins. Then with €1, I got several more free spins. Then it was around €500-€600. They refused to withdraw. And then I played on until I had €8450. In the end, I wanted to withdraw, but it wasn't possible. They wrote afterwards that there was a limit, even though the bonus round had already been converted. I've never heard of such a crappy website where a bonus is limited like that.

Sie haben es richtig verstanden Der Bonus wurde begrenzt,obwohl es ein konstenlosen(ohne einzahlung)war.Dannach spielte ich weiter.war 2€ drauf habe gespielt mit 0.20 dann habe freispiel bekommen.dann mit 1€ dann habe mehrer freispiel bekommen.Dann war auf 500-600€ cirka.Mit weigerung.Und dann spielte ich weiter bis 8450€.Am schluss wollte es auszahlen,ging aber nicht.Sie haben nachträglich geschrieben,dass ein limit war.Obwohl das bonus runde schon umgewandelt worden.So eine Scheisse webseite noch nich gehört,wo so ein Bonus limitiert worden.

I'm very angry because I put a lot of effort into this. I've been playing for several days straight, and you just took it away! Unacceptable!

Ich bin sehr sauer,weil ich sehr viele mühe dafür gegeben habe.Habe seit mehreren tagen durch gespielt Und Sie es einfach weggenohmen haben!Inakzeptabel!

I have reviewed the Terms and Conditions of Mr Bet Casino, and here is what I found:

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.

I would like to emphasize that, according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, win limits are considered unfair and predatory only when applied to real money games. We do, however, accept bonus terms and conditions that restrict the maximum cashout from bonus play.

When you completed the wagering requirements of your bonus, the cap was not applied immediately. Some casinos apply the maximum winnings cap only when a withdrawal is requested. At the time you finished wagering, you should have been left with a maximum of €50. Continuing to play with a higher sum meant that any additional balance was effectively virtual and not real money. Consequently, all subsequent winnings generated from this bonus are also subject to the bonus cap.

Since the casino applied the correct maximum win cap when you requested the withdrawal, we cannot consider their actions to be unfair.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards

Veronika