Mr Bet Casino - El retiro del jugador se retrasa debido a las condiciones del bono.

I accepted a bonus that had a maximum withdrawal of 400,000.

It was described in the bonus conditions: maximum withdrawal amount 400,000 total because it had 200% on the deposit amount plus 100 FS which are divided into 50. With a maximum of 100,000.

And 50 more per 100,000. Included

Playing towards the wagering requirement, my balance increased to 780,000. A system deduction then took away 50,000, leaving me with 280,000. The wagering requirement was 2,900,000, and with that action, I continued playing and winning. They kept making adjustments, and the official response is that, according to contractual conditions, the maximum is general, not just for the duration of the wagering requirement. This is clearly an abuse, since reducing the amount during the wagering requirement reduces your chances of completing it, and such a deduction causes immediate financial collapse.

The casino continues to claim transparency and that this is part of the bonus conditions, hiding behind its terms and conditions.

My claim is based directly on the fact that it is not well specified in the terms of the bonds themselves, and to this day it remains the same.

I have all the screen prompts and conversations. An assistant even took the time to tell me how the discount could affect me.

Acepte un bono que tenía un máximo de retiro de 400000.

Estaba descrtito en las condiciones del bono monto maximo de retiro 400000 total por qué tenía 200% sobre el monto de depósito más 100 fs que se dividen en 50. Con máximo de 100000

Y 50 más por 100000. Incluidos

Jugando para el requisito de apuesta mi saldo aumentó a 780000. Y por descuento por sistema me quitaron 50.000. Dejando. 280000 el waguer era de 2900000 con esa acción me maratón y segui ganando y siguieron realizando ajustes la respuesta oficial es que según condiciones contractuales el máximo es general no solo por el término del waguer. Esto es claramente un abuso ya que al reducir la cantidad durante cumplimiento de waguer te reducen las posibilidades de terminar y además un descuento así te produce un colapso inmediato

El casino hasta el día de hoy dice que es transparente y que es parte de las condiciones de los bonos se escudan en su tyc.

Mi i reclamo se vaso directamente en que no está bien específico en los términos mismos de los bonos hasta el día de hoy es lo mismo

Tengo todos los pronto de pantallas y las conversaciones. Incluso un asistente se dió el lujo de decirme. En qué me podía afectar el descuento

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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.

• Could you please send me the exact link or screenshots of the bonus you activated and played with?
• Am I correct in understanding that immediately after you completed the wagering requirements for the free spin winnings, the balance was capped at the maximum allowed amount?
• Did your winnings from both sets of free spins exceed the stated maximum win limit of 100,000?
• Did you also win any funds while wagering the match bonus you received with your deposit?
• Was each part of your winnings capped at the applicable maximum limit immediately after the wagering requirements were completed?

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

What's starting to get annoying is the constant, programmed barrage of responses with phrases of false empathy. It's a fact that by reducing the amount in the wager's fulfillment time, the final result is being manipulated, and chance no longer intervenes; it's a mathematical calculation that makes you think.

They call themselves an honest and transparent casino, yet they conceal the small detail of maintaining a numerical difference. And it wasn't just one discount; there were several, which also creates an effect that will work in their favor. It's a whole program planned for the casino's benefit.

Lo que empieza a molestar es la constante y programada muralla de respuesta con fraces de falsa empatía es un hecho que al generar la reducción del monto en el tiempo de cumplimiento del wager se está manipulando el resultado final y ya no inteevine el azar es un cálculo matemático da que pensar.

Se hacen llamar un casino honesto y transparentes y ocultan el pequeño detalle de mantener una diferencia numérica y no solo fue un descuento fueron varios lo que también provoca un efecto que te va afectar a favor de ellos es todo un programa planeado para el beneficio del casino

The complainant wasn't the one currently listed; it was someone else, but that's irrelevant. The main issue is that the amount deducted wasn't 50,000, but more than 480,000.

With the clear intention of affecting wager fulfillment in order to gain an advantage in wager fulfillment

El titular de la queja no fue el que aparece actualmente era otro eso da lo mismo el tema principal por otro lado no fueron 50.000. Los que se descontaron sino más de 480.000.

Con la evidente intención de afectar el cumplimiento del wager para aventajar el cumplimiento del wager

I have reviewed the Terms and Conditions of Mr Bet Casino, and this is what I found regarding the maximum cap on bonus winnings:

7.5.1 The maximum amount that can be withdrawn from bonus funds is capped at 200% of the bonus amount. Any winnings beyond this limit will not be eligible for withdrawal and will be voided.

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, we consider imposed win limits to be unfair and predatory, only when they are applied to a real money game; however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.

If you do not agree with the way the casino capped your winnings, please request customer support via email to send you your gaming history in Excel format, starting from the moment you activated the bonus, up to the moment that you wanted to withdraw the winnings. Once you receive the file, kindly forward it to me at veronika.f@casino.guru. Thank you for your cooperation.

I bought that voucher; it wasn't a gift. And the maximum amount wasn't specified in the voucher's terms and conditions.

This one had a 200% return on the deposit, meaning 45,000 in cash and 100 FS. I managed to use the first 50 withdrawals.

Yo compré ese bono no era un regalo. Y el detalle de monto máximo no estaba estipulado en las condiciones del bono

Este tenía un 200% sobre el depósito osea 45.000 en dinero y 100 fs. Alcance a ocupar los 50 primeros giros

If the casino were as transparent as they claim to be, why not specify the actual terms directly?

Even so, it was a purchase, not a gift.

Si el casino fuera tan transparente como dicen ser por qué no especificar los términos reales directamente

Aún así era una compra no un regalo

Hello Raul45,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika 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 Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you so much for your support.

Muchas gracias por el apoyo

Thank you for your responses and for your patience while I was away from the office.

• Have you requested customer support via email to send you your gaming history in Excel format, starting from the moment you activated the bonus, up to the moment that you wanted to withdraw the winnings, as I asked you in one of my previous replies?

Why do you need that?

The discounts were applied through the app. They are shown in the images I sent.

No para que necesitas eso ?

Los descuentos los realizaron por la app. Están reflejados en las imágenes que envié

Thank you for your reply.

I understand that you have already provided screenshots showing the deductions applied through the app. However, the reason I asked for the gaming history is that screenshots alone do not show the complete sequence of events, including the balance changes, bets placed, wins/losses, and the exact moment when the deductions were applied in relation to the wagering requirement.

To properly review whether the balance adjustments affected your ability to complete the wagering requirement, we need the full game history from the moment the bonus was activated until the withdrawal request was made.

This information will allow us to compare the actual gameplay activity with the casino's explanation and determine whether the deductions were applied according to the bonus terms or whether there is any inconsistency.

Thank you for your cooperation.

Dear Raul45,

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.

I requested the logs from casino support, but they indicated that it takes time and that the team of specialists is reviewing the request.

Solicite los log al soporte del casino pero indican que toma tiempo que está revisando el equipo de especialistas la solicitud

Please forward me the communication between you and the casino customer support regarding your game history request to veronika.f@casino.guru. Thank you for your cooperation.

Dear Raul45,

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.

Sorry for the delay, I thought I had attached everything earlier

Perdón por la demora es que creí que había adjuntado todo antes

Dear Raul45

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, Samuel (samuel.s@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,

Veronika

Dear Raul45,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Mr Bet Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Mr Bet Casino,

Please provide detailed information regarding the player’s issue, specifically the exact reasons why the winnings were confiscated, including any alleged rule violations or relevant terms and conditions.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Thanks for the help, these media outlets don't care, they do whatever they want

Gracias por la ayuda estos medios no se inmutan hacen lo que quieren

Dear Samuel,

Before registering, the user agreed to all the Terms and Conditions of our website.

On 17 April 2026, the user received a 200% deposit bonus in the form of bonus funds and 100 Free Spins. This promotion had a maximum winnings limit of EUR 400, consisting of:

• EUR 200 from the cash bonus portion; and
• EUR 100 from each batch of 50 Free Spins (EUR 200 in total from the Free Spins).

Before the bonus was credited, the customer was thoroughly informed via live chat about the promotion's terms, including the applicable winnings limits, and explicitly agreed to these conditions. Only after receiving this confirmation was the bonus credited to the account. The customer first received the cash bonus and then proceeded to play the first batch of Free Spins.

After completing the wagering requirements for the cash bonus, the customer's winnings were automatically adjusted by the system in accordance with the bonus terms. The customer then continued playing, and after completing the wagering requirements for the first batch of Free Spins, the winnings were again automatically adjusted in line with the maximum withdrawal limit applicable to the Free Spins. The second batch of 50 Free Spins was not used.

In this case, the system functioned correctly and applied the bonus conditions as intended, leaving EUR 200 from the cash bonus winnings and EUR 100 from the first batch of Free Spins.

Afterwards, the user submitted a withdrawal request but later resumed playing and subsequently lost the remaining balance.

Kind regards,

Mr Bet Team

That's false. The images clearly show that Waguer's requirements hadn't been met. I wasn't within the bonus, nor did I request a withdrawal. It's false.

I can attach images of the withdrawal requests

Eso es falso están las imágenes claramente no se había cumplido requisitos de waguer estaba dentro del bono tampoco solicite retiro es falso

Puedo adjuntar imágenes de las solicitudes de retiros

In fact, in the conversation with support, they themselves acknowledge that they adjusted the balance in the bonus as they stated it was within their policy.

De hecho en la conversación con soporte ellos mismos reconocen que ajustaron el saldo en el bono según ellos estaba dentro de su política

Hello everyone,

thank you both for your updates.

Dear Mr Bet Casino,

thank you for providing a detailed explanation of how the bonus was applied and how the balance adjustments were allegedly carried out. I appreciate the clarification regarding the bonus structure, the maximum cashout limits, and the sequence of events from your perspective.

However, since the player disputes your version of events and claims that the wagering requirements had not yet been completed at the time of the balance adjustments, I would like to review supporting evidence from both sides in order to assess the matter objectively.

Dear Mr Bet Casino,

could you please provide evidence confirming:

• the exact bonus settings and maximum cashout limits applied to this promotion,
• the player's bonus and wagering history,
• the timing and reason for each balance adjustment,
• and, if available, the transcript or screenshots of the live chat conversation where the player was allegedly informed about and agreed to the bonus conditions.

If the information contains sensitive data, you may send it directly to my email at samuel.s@casino.guru.

Dear Raul45,

you mentioned that you have screenshots showing that the wagering requirements had not yet been completed and that you can provide records of the withdrawal requests. Please send these screenshots as well, together with any available conversation with live support referring to the balance adjustments or the bonus conditions.

This will help me compare the information from both sides and better understand what exactly happened on your account.

Thank you both for your cooperation.

Dear Samuel, in the previous messages you will find all the documented information with screenshots of the discounts, the balance I had in bonuses, and the casino support response.

Estimado Samuel en los mensajes anteriores está toda la información documentada con screenshots de los descuentos el saldo que llevaba en bonos y la respuesta de soporte del casino

Dear Samuel,

We have sent you the requested information to your email. Please check at your convenience. Thank you!

Hello everyone,

thank you both for the updates.

Dear Mr Bet Casino,

thank you for providing the additional information and supporting evidence by email. I have received the screenshots showing the relevant bonus information, as well as the live chat communication between the player and your support team. I appreciate your cooperation and the effort made to provide the requested documentation. I will review the materials carefully together with the information already provided in the complaint.

Dear Raul45,

thank you for the additional information. Could you please confirm how much you were ultimately paid by the casino in relation to this matter? Please provide the exact amount received, if the payment has already been made.

I would also like to ask whether you are now able to provide the gameplay logs/history, as previously requested. These records would be helpful in determining the exact sequence of gameplay, bonus wagering and balance adjustments.

Thank you both for your continued cooperation.

I failed to meet the wagering requirement for payment, as indicated in all previous images, the discount was applied while I was attempting to meet the wagering requirement.

Greetings

No alcance a cumplir el waguer requerido para el pago si como e indicado en todos las imágenes anteriores el descuento realizado fue mientras intentaba realizar el requisito de apuesta.

Saludos

Hello everyone,

Dear Raul45,

thank you for the clarification. I understand that you previously contacted the casino's support team to request the gaming history, as requested by my colleague Veronika.

As this information is important for assessing the disputed balance adjustments and the timing of the wagering requirements, please forward the gaming history to me once you receive it. Ideally, this should be the Excel/CSV gaming history covering the period from the activation of the bonus until the point at which you attempted to withdraw the winnings, as previously requested.

You can send it directly to me by email at samuel.s@casino.guru.

I will then review it together with the evidence already provided by both sides.

Thank you for your cooperation.

Dear Samuel, I requested that information more than 4 months ago and they still haven't resolved it.

Estimado Samuel esa información la solicite hace más de 4 meses y aún no resuelven

Samuel sent the requested information to your email address.

Samuel le envío lo solicitado a su correo electrónico

Hello everyone,

Dear Raul45,

thank you for the additional documents you provided and for taking the time to explain your position. I have reviewed the materials you submitted. However, unfortunately, I do not consider them relevant enough to change the assessment of this complaint.

In particular, the documents you provided do not appear to be from the period relevant to the disputed events, so they do not establish what the applicable bonus conditions were or how the maximum withdrawal limit was presented to you at the time the bonus was activated and played.

The evidence provided by Mr Bet Casino, on the other hand, includes a screenshot of your live chat with their support from 17 April 2026 at 20:12, which is directly connected to the bonus in question.

In that conversation, you specifically asked about the maximum winnings conditions. The casino's support clearly explained that the maximum withdrawal was 400,000 CLP, consisting of:

• 200,000 CLP from the bonus winnings, and
• 200,000 CLP from the Free Spins, with the Free Spins portion consisting of two batches of 50 Free Spins, each with a maximum withdrawal of 100,000 CLP.

The support then explicitly asked whether you wanted the bonus to be credited, and you confirmed that you did. You subsequently commented:

"I don't think I'll even win 10,000 hahaha"

This is particularly relevant because it demonstrates that the maximum withdrawal conditions were discussed with you before the bonus was credited, rather than the casino introducing these conditions only after you had completed the wagering requirements.

The casino also provided a screenshot showing how the bonus was displayed on the player's account, where the applicable maximum withdrawal condition is also clearly stated:

Regarding the gameplay history, the casino explained that its system retains betting history for only three months. Therefore, neither the casino nor you were able to provide the complete gameplay history for the disputed period. While I would have preferred to review those records, their absence does not, in my view, invalidate the other contemporaneous evidence available.

Most importantly, the live chat evidence is directly connected to the relevant bonus and demonstrates that you were informed about the maximum winnings conditions and explicitly agreed to receive the bonus afterwards.

Based on the evidence available to me, I therefore consider the casino's explanation sufficiently supported to conclude this complaint.

I will consequently close this complaint as rejected.

Thank you again for the evidence and information you provided throughout the investigation. I understand that you disagree with the casino's position, but based on the documentation available to me, I cannot reasonably conclude that the casino applied an undisclosed maximum withdrawal condition or acted unfairly in this matter.

Thank you both for your cooperation.

Best regards,

Samuel

Casino Guru