Mr Bet Casino - Las ganancias del jugador fueron confiscadas.

Hello. I received 15 free spins, from which I received 800 HUF bonus money, after I wagered the wagering requirement of this amount, I received 20,000 HUF real money, from which I continued playing and with great luck I won nearly 14,000,000 HUF… I bought 600,000 HUF worth of in-game free spins countless times, I played with a stake of more than 6,000 HUF. I even participated in a tournament in which I reached 16th place, for which the next morning they deducted my 14,000,000 HUF money, citing that this was money from free spins and they deducted what was necessary. But this could not be bonus money because I played with a stake of more than 2,000 HUF and I repeat once again bought countless in-game spins. Please help

sziasztok. Kaptam 15 ingyenes pörgetést, amiből kaptam 800 forint bonusz pénzt, miután meg forgattam ennek az összegnek a forgatási követelmét, kaptam 20.000 forint valódi pénzt, amiből tovább játszottam és nagy szerencsével közel 14.000.000 HUF-ot nyertem… vettem számtalanszor 600.000 HUF értékben játékon belüli ingyenes pörgetéseket, több mint 6000 HUF téten játszottam . Még versenyen is részt vettem amiben 16. Helyezést értem el, erre másnap reggel levonták a 14.000.000 HUF pénzemet , arra hivatkozva hogy ez ingyen pörgetésből származó pénz és levonták amit kellett. De ez bonusz pénz nem lehetett mivel több mint 2000 HUF téten játszottam és mondom még egyszer számtalan játékon belüli pörgetést vettem. Kérem segítsenek

Hello Monika0421,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Mr Bet Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• How much was the maximum win amount from the free spins?
• How much was your balance when you finished the wagering requirement?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

My account is not yet verified because I haven't transferred any money yet. But I can submit the necessary documents at any time.

They say that the maximum prize is 20,000 forints.

I don't know exactly how much my balance was when I met the wagering requirement, but I kept playing. The first big amount I won was about 108,000 HUF after the free spins. but I can send you a screenshot when this amount was written. I'll attach it. but I think I met the wagering requirement by then.

For the 15 free games I got 800 forints which I had to spin 40* or 50*…

Actually, I spoke to the casino yesterday and they say that according to 7.9 they deducted what was needed from the bonus money…. But it can’t be bonus money when I played with a high bet, because the site doesn’t allow you to bet more than 2,000 HUF from the bonus amount. In fact, I came 16th in a tournament.

thank you for the quick response!!

Még nincs ellenőrizve a fiókom, mivel még nem utaltattam ki pénzt. De bármikor beküldöm a szükséges dokumentumokat.

Azt irják hogy a maximális nyeremény 20.000 forint .

Nem tudom hogy pontosan mennyi volt az egyenlegem amikor teljesítettem a forgatási követelményt, de folyamatosan játszottam. Első nagyobb összeg amit nyertem az körülbelül 108.000 ezer HUF volt az ingyen pörgetés után. de tudok küldeni screenshot amikor ezt az összeget fel irták. Csatolom is. de szerintem akkor már teljesítettem a forgatási követelményt.

A 15 szabad játékra 800 forintot kaptam amit 40* vagy 50* kellet megforgassak…

Igazábol tegnap beszéltem a casinoval és azt mondják hogy 7.9 szerint bonusz pénzből levonták amit kellet…. De nem lehet bonusz pénz már mikor nagy téten játszottam , mivel az oldal nem engedi hogy bonusz összegből 2.000 HUF tétnél nagyobb összeget nem lehet fogadni. Sőt még 16. Lettem egy versenyen.

köszönöm a gyors reagálást!!

Dear Monika0421,

Would it be possible to forward the full betting history from your casino account to nikolas.b@casino.guru?

If it is not possible to download it directly from the account, you may request the casino to send it to you.

Looking forward to hearing from you.

Regards,

Nick

Good day! I wrote to the casino to send my complete betting list but they said that my request is still being processed, even though I wrote to them more than 1 week ago. As soon as I receive it, I will send it to your email address. I check my inbox several times a day. As soon as they send it, I will forward it.

Jó napot! Írtam a casinonak hogy küldjék el a teljes fogadási listámat de azt mondták hogy még feldolgozás alatt van a kérelmem, pedig már több mint 1 hete írtam nekik. Ahogy megkapom egyből küldöm önnek az email címére. Minden nap többször ellenőrzöm a bejövő leveleimet. Ahogy küldik egyből továbbítom.

Dear Monika0421,

Have there been any update from the casino regarding the betting history or anything else related to the case?

Awaiting you response.

Regards,

Nick

Good day! I haven't received any notification yet... I've been waiting for the email ever since. Please hurry them up.

Jó napot! Még semmien értesítést nem kaptam... azóta is várom az emailt. Kérem sürgesse meg őket.

Thank you Monika0421 for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Monika0421,

I'm Michal, and I have taken over your complaint. I have examined your case and would like to highlight that it is quite typical for winnings derived from free spins to be subject to a maximum win or withdrawal limit. This policy is prevalent in most casinos, meaning that any winnings exceeding this limit from free spins will be reduced unless a real money deposit has been made or the funds have been converted to "clear" real money in accordance with the rules. I will contact the casino to shed more light on this matter.

We would like to invite Mr Bet Casino to join the conversation.

Dear Mr Bet Casino,

Can you please clarify the course of events? I would appreciate it if you could send me the complete game log for the player, including details of the bonus and deposit history, at michal.k@casino.guru.

Dear Michal,

Thank you for your help in resolving the complaint. We have sent you an email and would be grateful if you could review it. 

Dear Mr. Bet Casino,

I appreciate your email. I have replied with a few more questions to gain a clearer understanding of the situation.

Dear Michal,

We have sent you a reply to your email. Thank you for reviewing in advance. 

Thank you for your email and provided evidence Mr Bet Casino Team.

Dear Monika0421,

After reviewing your full game log it was established that all your winnings steamed from a previous no deposit / free spin bonus, specifically the 15 free spins that even you mentioned. Thus this rule applies:

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 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.

You have agreed to the casino's terms and conditions when you registered your account. With that in mind, the casino team appropriately adhered to the guidelines by capping your winnings at the maximum allowable amount from the No-Deposit Free Spins, which is 50 euros or 20,000 HUF. It is important to understand that the amount you have wagered beyond the required wagering conditions of the Free spins and the profits you have accrued do not influence this rule; it remains in effect until you withdraw your winnings. This is a standard practice within the industry and similar rules can be found in almost all casinos.

I trust this explanation has provided clarity. Please inform me if I may proceed to mark this case as resolved or if you require further assistance with anything else.

Dear Monika0421,

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.

Dear Monika0421,

While I trust the explanation above has provided enough clarity, we have not received any further confirmation from you regarding this or if you require additional assistance. Consequently, we are forced to close this complaint as rejected. I would like to express my gratitude to the casino team for their cooperation.

Please feel free to reach out to us should you encounter any issues with this or any other casino in the future, and we will try our best to help.

Best regards,

Michal

Casino Guru