Mr. O Casino - La solicitud de retiro del jugador ha sido denegada.

Hello. I played a bonus code through Mr.O Casino, I wagered almost $900 to be able to do the MCO of $50.00. I then proceeded to start the withdrawal process. After making a withdrawal of $50.00 via crypto, I got an email needing to confirm my wallet address. I confirmed my wallet address . After waiting for about 20 min, I recieved an email stating that my withdrawl request was denied. The email stated that it was denied because the coupon had already been used by same IP address, and they don’t allow more than one coupon per person per household per school per device etc…. they basically sent me the section in the terms and conditions that tells what’s allowed when it comes to redeeming the coupon. I am not an idiot. I have 100 percent knowledge on the casino terms and conditions, as I am currently I well-known depositor on several. I know what is allowed and what is not allowed. No way would I make another account, or use a code someone has used in my house hold, and that was IF someone was living in my household that plays on the casinos. I am using MY CELLULAR NETWORK WHEN PLAYING MY GAMES SO HOW COULD SOMEONE BE ON THE SAME IP ADDRESS? When MY WI-FI is TURNED on, ITS NEVER CONNECTED. It can go in and out trying to connect to different networks if those networks allow without a password. How will I know that the EXACT SAME CODE WAS USED BY SOMEONE WHO WAS ALSO CONNECTED TO THAT WI-FI OR WHO PREVIOUSLY LIVED AT MY RESIDENCE THAT PLAYED?? I TRIED TO EXPLAIN TO THE ONLINE CHAT EMPLOYEES SO THEY COULD GIVE ME AN EXPLANATION AND SEE HOW I CAN PREVENT THIS FROM HAPPENING AGAIN AND ASKING THEM TO TELL ME HOW ITS POSSIBLE IF NO ONE IS PLAYING OR CONNECTED TO MY SERVICE AND THE LAST ONE, ZACK, GOT RID OF MY CHAT AND SOMEHOW MADE IT TO WHERE I COULD NOT REPLY. THEN GOING BACK ON THE MAIN PAGE IN THE GAME, I WENT TO ATTEMPT TO START ANOTHER CHAT, BUT IT NEVER DID ANYTHING. IT DIDNT LOAD , IT DIDNT EVEN ATTEMPT TO NAVIGATE ME BACK TO THE CHAT. HOW DID THEY VERIFY MY WITHDRAWAL OR EVEN LET ME PLAY THAT CODE IF "IT WAS ALREADY USED" ??

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Hello,

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 explain where did you get this code you used in a gameplay?
• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?  
• Could you please advise if you have passed the KYC verification? 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply. 

Best regards, 

Katarina

Hello , I received this code directly through the casino itself. I was trying to claim it, and it wouldn’t go through, do I communicated through Mr.O casino and they advised me that my code was ready to use.

no, there’s NO chance at all that someone in my household could have used signed up to the casino because there are only children 9 and under that live with me.

And yes, I was verified through KYC verification. I usually make sure I get verified before I even continue on attempting to win from a code.

Dear MsBlessed8,

thank you for your reply.

Could you please forward all communications you have had regarding this matter with the casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Dear MsBlessed8,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Katarina
Casino.Guru