Mr Bet Casino - El saldo del jugador ha sido cancelado.

Unfortunately, I had to hand my case over to my lawyer today, I won € 27,000 at Mr. Bet 3 weeks ago. Luckily, I screenshotted everything. From the moment I applied for 20,000 to be paid out, I was put through its paces and various things were double and triple. When it emerged at some point that I am myself and that no rule violation was committed, no bonus was claimed, and the money was not gambled away again but that I am serious about the payout, I was blocked 4 security reasons and today the explanation came to be a "gross violation of the rules" has been committed and then a reference to the point deer terms and conditions that says, INCORRECTLY PAID PROFITS MAY BE KEEPING!

I deposited 500 and won an additional 15,000 in 280 free spins (x3) in the normal way at 10,000 euros with a stake of 40 euros.

Accept deposits but not withdraw?

SORRY THE DEPOSITS WERE AN ACCIDENT, I CAN PLEASE REPEAT. or how should it go?

Of course I plead for my profit and now I have to pay everything in advance 🙁

Ich musste meinen Fall Heute leider an meinen Anwalt abgeben, ich habe vor 3 Wochen 27000 € bei Mr. Bet gewonnen. Ein Glück habe ich alles gescreenshottet. Von dem Moment an indem ich 20000 zur Auszahlung beantragt habe, wurde ich auf Herz und Nieren untersucht und auch diverse Dinge doppelt und dreifach. Als dann Irgendwann hervorging das ich Ich bin und das kein Regelverstoß begangen wurde so wie kein Bonus beansprucht, auch nicht wieder das Geld verzockt wurde sondern das ich es ernst meine mit der Auszahlung, wurde ich 4 Security Reasons geblockt und heute kahm die Erklärung es sein ein "grober Regelverstoß" begangen worden und dann ein verweis auf den Punkt deer AGB der besagt , IRRTÜMLICH GEZAHLTE GEWINNE DÜRFEN BEHALTEN WERDEN!

Ich habe 500 eingezahlt und damit auf normalen wege bei 10000 euro mit 40€ einsatz in 280 Freispielen (x3) 15000 dazu gewonnen .

Einzahlungen annehmen aber nicht auszahlen?

SORRY DIE EINZAHLUNGEN WAREN EIN VERSEHEN KANN ICH BITTE WIEDERHABEN . oder wie solls laufen?

Ich plädiere natürlich auf meinen Gewinn und nun muss ich auch noch alles in Vorkasse leisten 🙁

Dear Chris,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you received any explanation from the casino why your winnings have been cancelled? Could you please advise if you have redeemed any promotional offers from this casino when depositing funds?

If there’s any relevant communication, please forward it 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

I have neither taken bonuses nor afterwards anything the casino claims now it is wrongly paid winnings. Nu3 unfortunately for mr bet I screenshotted everything. The amount was honestly sweated and then retained with a lot of discipline. At first they wanted various proofs for various accounts for days and I gave them all without spending my money. Then the block

Ich habe weder boni genommen noch nachträglich irgendwas das Casino behauptet nun es handelt sich um irrtümlich gezahlte Gewinne. Nu3 leider für mr bet habe ich alles gescreenshottet . Der Betrag war ehrlich erschwitzt und mit viel Disziplin dann behalten . Zuerst wollten sie tagelang diverse Nachweise für diverse Konten und ich habe ihnen alle erbracht ohne währenddessen mein Geld auszugeben . Dann der block

Could you please forward any supporting evidence and relevant communication to petronela.k@casino.guru?

Did you get the email?

Haben sie die Email bekommen?

Why is that after we do it in front of one of the German colleagues here who also understand it correctly.?

So two times a deposit has not been credited to the player's account, but that doesn't matter at the moment ...

Finally I won with a deposit of 500 19500?!?! And they are still retained

Wieso macht das denn nocht nacj wir vor einer der deutschen Kollegen hier die das auch korrekt verstehen .?

Also es ist 2x eine Einzahlung nicht aufs spielerkonto gutgeschrieben worden aber das tut momentan nichts zur Sache ...

Schliesslich habe ich mit einer Einzahlung von 500 19500 gewonnen ?!?! Und die werden nach wie vor einbehalten

I see. Still, if any of your previous deposits haven't been credited correctly it might be a reason for the investigation.

I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear chriskrisma23,

I’m sorry to hear about your negative experience. I’ll contact the casino and see if I can help.

I would like to invite Mr Bet Casino to join this conversation.

Dear Mr Bet Casino,

Can you please clarify the situation and explain the reasoning behind your decision in this case?

Hello, Andrej!

Let me clarify the situation in this case. We had a global payment issue with one of the providers. The issue was the following: users made deposits however money were not debited from their accounts and we have not received them. But on their gaming accounts these deposits appeared. 

Unfortunately, Chriskrisma23 faced with this issue also. The winnings were collected from this deposit. We are sorry to say, but we had to write off these winnings. 

Best regards,

Mr.Bet Casino Team.

The winnings were collected from the deposit of 500 euros debited on October 28th, which I made last. This is difficult to see due to the fact that the order id to transactions id is generated by the provider, but based on the fact that the last 3 payments were 50,200 & 500 you can easily see on the account statement that these debits from 25.10 to 28.10 were successfully debited from my account ! The winnings were thus made from legally compliant funds from my correctly paid-in money and the money I lacked this month.

Die Gewinne wurden aus der am 28.10 abgebuchten einzahlubg von 500 Euro gesammelt welche ich als letztes getätigt habe . Dies ist aufgrund davon das order id zu transactions id vom anbieter aus generiert wird schwer einzusehen ,doch anhand der Tatsache ds die letzten 3 Zahlungen 50,200&500 waren kann man auf dem Kontoauszug unschwer erkennen das diese Abbuchungen vom 25.10 am 28.10 erfolgreich von meinem Konto abgebucht worden! Die Gewinne sind somit aus rechtskonformen Mitteln von meinem korrekt eingezahlten und mir diesen Monat fehlendem Geld entstanden.

Dear Casino Guru,

In case of violation of our rules, we cannot consider the user's winnings as legal.

By registering Mr.Bet user agreed with terms and conditions. According to clause 7.15. "Mr.Bet reserves the right to void any bonuses and/or winnings obtained by breaking the Bonus Terms and Conditions or any other fraudulent behavior."  The user undertakes to adhere to the rules and not to violate them, otherwise he must be aware that any violation entails consequences.

Despite having successful deposits on the site, this does not change the fact that the client has abused our system, thereby violating the clause of the terms and conditions 3.3.2. :

"3.3.2. If we mistakenly credit your Member Account with winnings that do not belong to you, whether due to a technical, error in the pay-tables, or human error or otherwise, the amount will remain property of us and the amount will be deducted from your Member Account. If you have withdrawn funds that do not belong to you prior to us becoming aware of the error, the mistakenly paid amount will (without prejudice to other remedies and actions that may be available at law) constitute a debt owed by you to us. In the event of an incorrect crediting, you are obliged to notify us immediately by email."

Considering all of the above and the severity of the violation, our point of view towards the client remains unchanged.

Best regards,

Mr.Bet Casino Team.

Thank you, Mr Bet Casino Team, for the reply. Could you please explain in detail how exactly did chriskrisma23 abuse the casino system?

Hello Mr casino Guru sir,

Hello mr bet,

I would like to explain this to you briefly. I made several deposits this weekend and as a rule my account should have been covered by auxz as I was expecting a payment which, however, did not reach me .. these casinos ....

Now, however, with the last 3 payments, the last one on the account was not a fact to prevent the money from being debited!

So it is a question of morality and nothing of the terms and conditions and these are mostly of no importance anyway and only serve to scare people and not to complain😕

The fact is I have 19537 euros on my blocked account and these have been reserved for me since October 😕 withdrawals have always been made with pleasure!

5 chatverster at least the in 5 email processes confusing sixh talk about head and neck. You will always be put off with false tatdaxzeb and put off and when my deposits were not accepted on the player account, no one was itchy! I see reputation of 5 stars differently and 7 days for mr bet time to answer I think for someone who converts ten thousand times as much in this time a bit much

Hallo Mr casino Guru sir,

Hallo Mr bet,

Ich möchte Ihnen das kurz erklären. Ich habe mehrere einzahlungen getätigt an diesem Wochenende und in der Regel hätte mein Konto auxz gedeckt sein müssen da ich eine Zahlung erwartete die allerdings nixht einging bei mir .. diese Casinos....

Nun hat aber bei den letzten 3 Zahlungen ,die letztenendes dann doch auf dem konto waren auch keine tatsache davon abgehalten das Geld abzubuchen !

Somit ist es eine Frage der Moral und nixhr der AGB und diese sind meisst sowieso nicht von Bedeutung und dieneb nur denbleuteb Angst zu machen nicht zu klagen😕

Fakt ist ich habe 19537 Euro auf meinem blockierten Konto und diese werden mir seit Oktober vorbehalten 😕 abbuchungen wurden immer gerne durchgeführt!

5 chatverster mindestens die in 5 Email Verläufen unübersichtlich sixh um Kopf und Kragen reden .immer wird man mit falschen tatdaxzeb vertröstet und hingehalten und als meine einzahlungen abgwbuxht wordeb doch nicgr auf dem spielerkonto Annkahmen da hat es auch keinen gejuckt !!! Reputation von 5 Sterne sehe ich anders und 7 Tage für mr bet Zeit zu antworten finde ich für jemanden der in dieser Zeit zichtausendmal so viel umsetzt bisschen viel

Dear Andrej,

Please check the mail we've sent you as a response to your question.

Best regards,

Mr.Bet Casino team

If you knew that there was a violation of the terms and conditions and payments will not take place, why do you have the nerve to debit everything that was possible on October 28th? Nobody comes along and shops for me. And why you email Mr. Guru from behind remains a secret. The last 3 deposits made would be accepted and I won from them. If you accept the payment ... then you must also withdraw the winnings!

Wenn sie doch wussten das es einen AGB Verstoß gab und auszahlungen noxht stattfinden werden , wieso besitzen sie dann die Frechheit alles was am 28.10 möglich war abzubuchen? Es kommt niemand daher und kauft für mich ein . Und wieso sie Herr Guru hinterrücks per email schreiben bleibt auchein Geheimnis . Die letzten 3 getätigten Einzahlungen würden Angenommen und daraus have ich gewonnen . Wenn sie die Zahlung annehmen ...dann müssen sie aucz die Gewinne auszahlen !

Thank you, Mr Bet Casino team, chriskrisma23, for your replies.

Dear Mr Bet Casino team,

I have received and checked your e-mail. Can you please provide the player’s transaction history as well as the relevant bet/game history?

Dear Andrej,

Please find the Player's deposit history in the recent e-mail.

We kindly ask you to specify for what dates the user's gaming history should be provided?

Best regards,

Mr.Bet Casino team

If I get an okay from you andreji to load the data into the thread here, I would do that at the beginning of the week. Mr bet always leaves many days behind and the months drag on ... Whoever can can waste time is disposition.

Courage to gap. I'm less ashamed than I'm a fighter, so it doesn't matter to me to reveal anything and nobody has to feel that the details that are relevant to the course of this mess are left out unnoticed.

Kind regards and a good start to the week.

Sofern ich ein okay bekomme von ihnen andreji ,die Daten hier in den Thread zu laden, würde ich das anfang der Woche machen. Mr bet lässt immer viele Tage liegen und die Monate ziehen ins Land... Wer kann der kann doch verlorene Zeit ist Disposition.

Mut zur lücke. Ich schäm mixh weniger als ich ein Kämpfer bin also macht es mir nix zu offenbaren und niemand muss das Gefühl haben das Details die relevant für den Verlauf dieses schlammassels sind -unbemerkt ausgelassen werden.

Lieben Gruß und guten Start in die Woche.

Dear chriskrisma23,

I’m afraid I cannot upload, nor forward the provided evidence without the casino’s approval as any information shared between a casino and our team in a private conversation is always considered strictly confidential.

Dear Mr Bet Casino team,

The player’s gaming history for the time period between October 24, 2021, and the date of the withdrawal request would suffice. The main question we need an answer to is how much (if any) of the player’s winnings were accumulated with the use of funds that should not have been credited to his gaming account.

In addition, I’d like to kindly ask you to address chrikrisma23’s request. Can the evidence be provided to the player for review?

Dear Andrej,

Please find the Player's gaming history in the recent e-mail.

We also wanted to inform you that, our communication with Casino Guru may contain commercial information, so it's not allowed to give access to it to third parties. If the Player wants to receive a history of payments or bets, he can submit a request for GDRP and we will provide him with the required information.

Best regards,

Mr.Bet casino team

Dear andrej, please give me your email address so that I can present you the other side of the coin, I have everything in screenshots and would like to send them to you so that you can compare the data

Lieber andrej, bitte geben Sie mir ihre Email Adresse damit ich Ihnen die Kehrseite der Medaille präsentieren kann ich habe alles in Screenshots und würde ihnen die gerne schicken damit sie die Daten abgleichen können

Dear chriskrisma23,

Feel free to send any additional information to andrej.p@casino.guru (or you can post it here).

Thank you all for your patience. After a thorough review of the provided evidence, we are rejecting this complaint as ‘Unjustified’.

Dear chriskrisma23,

Even though your winnings were accumulated exclusively from a deposit that was successful, please understand that the sum of the deposits that were made previously, and were credited to your balance, but not deducted from your bank account constitute a debt owed by you to the casino. Another way to look at this situation is that you took advantage of a system failure and therefore, breached rule 3.3.2.:

3.3.2. If we mistakenly credit your Member Account with winnings that do not belong to you, whether due to a technical, error in the pay-tables, or human error or otherwise, the amount will remain property of us and the amount will be deducted from your Member Account. If you have withdrawn funds that do not belong to you prior to us becoming aware of the error, the mistakenly paid amount will (without prejudice to other remedies and actions that may be available at law) constitute a debt owed by you to us. In the event of an incorrect crediting, you are obliged to notify us immediately by email.

Either way, we consider the decision of the casino to be justified in this case. I'm sorry we were not able to help you with this one, but please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We will try our best to help.

Dear Casino Guru, 

As we stated before, the main concept of the issue is not that the user won money during the incident with the Xentum payment method, but the fact he used technical error on the site for abusing our systems.

We’ve provided enough evidence so you can consider our point of view and accept the fact of a serious violation. 

Our decision regarding this user is final. The account was blocked due to clause 3.3.2. of our terms and conditions. The player cannot use our services anymore. 

Best regards, 

Mr.Bet Casino team 

But the fact is quite simply that it is outrageous not to pull 750 euros out of my pocket beforehand and block me a day later !!! @

Aber sie Tatsache ist doch ganz einfach das es eine Unverschämtheit ist nir vorher noch 750 Euro aus der Tasche zu ziehen und mich einen Tag später zu blocken!!!@

Mr bet, why don't you just transfer the 750 back to me that you have stolen from me ... -> you have debited it and then blocked me after I won, because there was no chance of an actual win so there was no fair game of chance the theft

Mr bet ,wieso überweisen sie mir nicht einfach die 750 zurück die sie mir somit gestohlen haben ... -> sie haben es abgebucht und mich anschliessend blockiert nachdem ich gewann, da es keine Chance auf einen tatsächlichen Gewinn somit auch kein faires Glücksspiel gab ist das Diebstahl

Thank you, Mr Bet Casino team, chriskrisma23, for your replies.

Dear chriskrisma23,

I understand your frustration, but there’s no doubt that you tried to take advantage of a technical error. Unfortunately, confiscating the entire balance is the standard procedure in cases like this.

I’m sorry I can’t be of more help. I hope you won’t come across a problem like this again.

As explained earlier, we will now close this complaint as ‘Rejected’.