MyBet Casino DE - La cuenta del jugador fue bloqueada.

Hi!

In February 2018 I won the jackpot as shown in the photo. My account was blocked and only the amount I paid in (50€!) was refunded. After that mybet disappeared from the scene and since mybet is back now I would try to get my won money.

Hallo!

Im Februar 2018 habe ich den Jackpot wie auf dem Foto zu sehen gewonnen. Mein Account wurde gesperrt und es wurde mir nur der Betrag den ich eingezahlt habe (50€!) rückerstattet. Danach verschwand mybet von der Bildfläche und da mybet jetzt wieder zurück ist würde ich mein gewonnenes Geld probieren zu bekommen.

Dear Praginio,

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. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live games, slots, or multiplayer)? Were your winnings accumulated with or without an active bonus, please?

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 verified my account.

I opened my account in February 2018 and played sports bets for €50. Won around €400 and then wanted to cash out. Then I got an email that the game I was betting on is under investigation. 3 days later I got an email to play at the casino which I did and then I had won the jackpot with no bonus money.

Ich habe mein Konto verifiziert.

mich habe damals im Februar 2018 mein Konto eröffnet und um 50€ sportwetten gespielt. Habe ca. 400€ gewonnen und danach wollte ich auszahlen. Dann bekam ich eine email das dass spiel auf das ich gewettet habe untersucht wird. 3 Tage später bekam ich eine email um im Casino zu spielen was ich gemacht habe und dann hatte ich den Jackpot gewonnen ohne Bonusgeld.

I was also in contact with the MGA for months, but they couldn't do anything or I had the feeling that they didn't want to or couldn't do anything either.

Ich hatte auch Monate lang Kontakt mit der MGA aber diese konnten nichts machen bzw. hatte ich auch das Gefühl das sie auch nichts machen wollen bzw. machen können.

Thank you, Praginio, for the forwarded screenshot:

Is there any relevant communication between you and the Licensing Authority that would shed some more light on this situation? Have you saved any screenshots of the winnings, please? Were the original bet placed on sports attached to any promotional offer?

Yes there is, I will send screenshots to you via email.

Ja diese gibt es ich werde Screenshots per email an sie schicken.

The bet placed was NOT linked to any promotional offer.

Die platzierte Wette war mit KEINEM Werbeangebot verbunden.

Thank you very much, Praginio, 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 best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Ok thanks then I'll wait until Peter writes me 👍

Ok danke dann warte ich bis Peter mir schreibt 👍

Hi Praginio,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite MyBet Casino DE to the conversation to participate in the resolution of this complaint.

I emailed you the entire email history with the MGA so you know exactly what's going on.

In the case of the sports bet mentioned, nothing was proven that there was a misconduct on my part. I am therefore entitled to 100% of all profits I have made on mybet. I still don't understand why I didn't get any help from the MGA.

Ich habe ihnen per Email den gesamten E-Mail Verlauf mit der MGA geschickt dann wissen sie genau um was es geht.

Bei der erwähnten Sportwette wurde nichts nachgewiesen das es zu einer Verfehlung meinerseits gekommen ist. Somit stehen mir alle Gewinne die ich auf mybet erzielt habe zu 100% zu. Ich verstehe bis heute nicht wieso ich keine Hilfe der MGA bekommen habe.

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi Praginio,

I tried to get in touch with the casino repeatedly but had no success. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. I wish I could be of more help.

Best regards

Peter