Mr Bet Casino - Der Spieler hat Schwierigkeiten, eine Rückerstattung zu erhalten.

My complaint is about the casino's handling of my documented, pathological gambling addiction. In a discussion lasting 54 days in total, both via chat and email, I had discussions with the employees about this. I understand that from the casino's point of view, my addiction is not a legal reason to refund my € 7,385 deposits. I didn't think so either. With reference to my addiction , I asked customer service to refund my deposits. Contrary to expectations, I was listened to and asked to provide evidence of the presence and diagnosis of my addiction. In the subsequent daily communication with the casino, I submitted a total of 7 documents from psychologists, doctors, the clinic where I was treated, the aftercare facility. All these documents were asked for, almost dictated to me. Each time it was said, present this document, then we will comply with your request ... On October 7th. Then I got the email that my request would be granted. I should submit my bank details, my deposits will be refunded. Then they rowed back and asked for new documents. Then it was actually claimed that an addiction was curable and they assumed I had recovered. So everything is totally dubious and highly questionable. I do not recommend playing here!

I can present all documents, chat messages and emails. However, I only have the chat and e-mail histories in one or two zip files. Unfortunately, these are too big to upload here. I will be happy to send you these on another route if you wish.

Meine Beschwerde bezieht sich auf den Umgang des Casinos mit meiner belegten, pathologischen Glücksspielsucht. Ich habe in einer, insgesamt 54 Tagen andauernden Diskussion sowohl via Chat als auch E-Mail, diesbezüglich mit den Mitarbeitern Gespräche geführt. Mir ist klar, dass meine Sucht aus Sicht des Casinos kein rechtlicher Grund für die Rückerstattung meiner Einzahlungen in Höhe von 7.385 € ist. Davon bin ich auch nicht ausgegangen. Mit Hinweis auf meine Sucht f bat ich den Kundendienst, mir meine Einzahlungen zurück zu erstatten. Mir wurde wider Erwarten Gehör geschenkt und ich wurde gebeten, Belege für das Vorliegen und die Diagnose meiner Sucht einzureichen. Ich habe in der darauf folgenden, täglichen Kommunikation mit dem Kasino insgesamt 7 Dokumente von Psychologen, Ärzten, der Klinik, in der ich behandelt wurde, der Nachsorge Einrichtung eingereicht. All diese Dokumente wurden so verlangt, mir nahezu diktiert. Jedes Mal hiess es, legen Sie dieses Dokument vor, dann kommen wir Ihrer Bitte nach... Am 07.10. Bekam ich dann die Email, dass meiner Bitte nachgekommen wird. Ich solle meine Bankdaten übermitteln, meine Einzahlungen werden zurück erstattet. Dann würde zurück gerudert und wieder neue Dokumente angefordert. Dann wurde tatsächlich behauptet, eine Sucht sei heilbar und sie gingen davon aus, ich sei genesen. Also alles total unseriös und höchst bedenklich. Ich empfehle, hier nicht zu spielen!

Ich kann alle Dokumente, Chat Nachrichten und E-Mails vorlegen. Allerdings liegen mir die Chat und E-Mail-Verläufe lediglich in einer bzw. zwei zip files vor. Diese sind leider zu groß um Sie hier hochzuladen. Ich lasse Ihnen diese gerne auf einem anderen weg zukommen, wenn Sie möchten.

Dear Nicole,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for their standpoint, but, before we'll do so, could you please forward any relevant communication and supporting evidence to petronela.k@casino.guru?

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela

I have sent the documents I handed in as well as the chat and emails by we transfer because it are 12 partly big files and they cannot be send by email - not all together. If you would like them by email please let me know than I will send them in separate Emails.

Via we transfer link I meant, sorry

Dear Nicole,

Thank you very much for the forwarded documents and communication. Unfortunately, I couldn’t check all the messages and the entire live chat transcript as the uploaded file contains 130 folders. Please understand we have no capacity to check thoroughly conversation which is such excessive in length.

Could you please specify the time period since when you requested refunds/when you started to play? Was the paper from the doctor dated after this period? 

Hello Petronela, thanks for the reply. I have between the 10.05. and played on 08/29/2021. I applied to close my account on August 29, 2021 with reference to my addiction. I was asked to provide evidence of my addiction. I did this with the document required by the casino, issued by my doctor on September 15, 2021. I made the document available to you. It includes the diagnosis and the time period in which I played and a doctor's signature - exactly as requested by Mr. Bet.

If you have any questions, I will of course be happy to answer them.

Best regards Nicole

Hallo Petronela, danke für die Antwort. Ich habe zwischen dem 10.05. und dem 29.08.2021 gespielt. Ich habe am 29.08.2021 die Schließung meines Accounts mit Hinweis auf meine Sucht beantragt. Ich wurde gebeten, meine Sucht zu belegen. Dies habe ich, mit dem vom Casino verlangten Dokument, ausgestellt von meinem Arzt am 15.09.2021 getan. Das Dokument habe ich Ihnen zur Verfügung gestellt. Es enthält Diagnose und Zeitraum, in dem ich gespielt habe und die Unterschrift eines Arztes - exakt wie von Mr. Bet verlangt.

Wenn noch Fragen sein sollten, beantworte ich diese natürlich gerne.

Beste Grüße Nicole

Just for clarification. I have also presented documents proving my addiction, issued before 8/29/2021, to the casino as evidence of my addiction.

Nur zur Klarstellung. Ich habe ebenfalls Dokumente, die meine Sucht belegen, die vor dem 29.08.2021 ausgestellt wurden, dem Kasino als Nachweis meiner Sucht vorgelegt.

Thank you very much, Nicole, for providing all the necessary information. I will now transfer your complaint to my colleague Peter 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.

I just want to add as I have just read your rep's response to a similar complaint against Mr. Bet (KD - $ 6,000 Canadian Dollar Recovery Due to Pathological Gambling Addiction). I know that because of my illness, Mr. Bet is not legally obliged to pay me back my deposits (unless you knew about my addiction while I was gambling, then maybe). My concern is that I received an email from Mr. Bet on October 7th, 2021 that you would like to transfer my deposits that I made between May 10th. and the 21.08.2021, transfer back to me. I was informed about this both by chat and by e-mail (you have both). I want the casino to adhere to that statement.

Ich möchte nur ergänzend hinzufügen, da ich gerade die Antwort Ihres Mitarbeiters auf eine ähnliche Beschwerdde gegen Mr. Bet gelesen habe (KD - Rückforderung aufgrund einer pathologischen Glücksspielsucht von 6.000 Canadischen Dollar). Ich weiß, dass Mr. Bet aufgrund meiner Erkrankung nicht rechtlich verpflichtet ist, mir meine Einzahlungen zurück zu zahlen (es sei denn, Sie hätten von meiner Sucht schon während meines Spielens gewusst, dann vielleicht). Mir geht es darum, dass ich am 07.10.2021 eine E-Mail von Mr. Bet erhalten habe, dass Sie meine Einzahlungen, die ich zwischen dem 10.05. und dem 21.08.2021 getätigt habe, an mich zurück überweisen. Hierüber wurde ich sowohl per Chat als auch per E-Mail informiert (beides liegt Ihnen vor). Ich möchte, dass sich das Casino an diese Aussage hält.

Hi Nicole,

I have looked at your case and all the evidence you sent and understand the situation. I will contact the casino and see if I can help. I would like to invite Mr Bet Casino to the conversation to participate in the resolution of this complaint.

Dear CasinoGuru team,

We would like to add clarifications to this case as there were some miscommunications. We received a document from the user on the 7th of October and confirmed that we could make a refund for the specified period.

However, doing the final checks of the documents, we realized that they were issued by the diabetologist and were without stamps. Unfortunately, we were not able to consider these documents as valid due to the reason that the diabetologist could not confirm the gambling addiction since they specialized in a different sphere of activity. 

We have informed Nicole right after that (on the 13th of October) that we need the other documents signed by the psychologist or psychotherapist in order to proceed with the refund request. To our regret, she refused to provide such documents and till now we have not received them. That's why further steps were not made. 

Best regards,

MrBet Casino team. 

Dear Casino Guru,

I have to state that this is anything else but a misunderstanding or miscommunication. The communication sent to me on 7th of October 2021 was clear. The reply on the 13th of October was neither right away (six days later) nor correct. I quote below the chat messages that informed me exactly about the content of the requested document. Here is the quote of the employee on which I reacted accordingly and requested & received the document Mr. Bet required.

Quote:

"Selena  We need the document sight only by the doctor. In the document, we need to see that during the time when you were [(deliv and viewed) 10-09-21 10:23:08]        

      making deposits you had an addiction.                                                                   

Nijo1973 There is no past tense regarding addiction                  [ 10-09-21 10:23:35]                                    

      It will be an issue that I have to handle the rest of my life         [ 10-09-21 10:23:53]                                    

      Just like someone addicted to alcohol.                    [ 10-09-21 10:24:06]                                    

      I sent the document by email, signed by a doctor, issued 25th of august 2020 [ 10-09-21 10:24:33]                                    

      Ever since I am addicted and always will be                  [ 10-09-21 10:24:52]                                    

Selena  You can send the document where indicates the date of the deposits. [(deliv and viewed) 10-09-21 10:26:03]                               

Nijo1973 You are forcing me to state that over and over again and that does not help my recovery at all [ 10-09-21 10:26:25]                           

      I did not have a doctor sitting next to me while I was playing                 [ 10-09-21 10:26:56]                           

      I was alone and desperate - just like I am now                         [ 10-09-21 10:27:15]                           

Selena  The main thing it should be sight by the doctor and that you have the addiction. As I can see, you provided the [(deliv and viewed) 10-09-21 10:27:24]         

      document that you participated in the reabilitation program.  "

I provided the document exactly as requested It was stated that the document needed to be signed by a doctor which it has been - not psychologist or psychiatrist. The doctor who signed the document is a GP with an additional qualification as a diabetologist. Mr Bet reacted to the document accordingly by sending me both by email & chat message that I would be reimbursed. I expect them to do so.

Best regards,

Nicole

Incidentally, my doctor's certificate would not be sent to the casino until October 7th but already on September 23rd, 2021 via email and chat and was then checked for 2 weeks by the responsible department, which after this two-week test to me The result announced on October 7th, 2021 came. So there was a time-consuming test in advance. I can also prove this.

I'm Übrigen würde das Attest meines Arztes nicht erst am 7 Oktober sondern bereits am 23.09.2021 per Email und Chat an das Casino gesandt und wurde dann 2 Wochen durch die zuständige Abteilung geprüfte, die nach dieser zwei Wochen dauernden Prüfung zu dem, mir am 07.10.2021 mitgeteilten Ergebnis kam. Es hat also bereits im Vorfeld eine zeitintensive Prüfung gegeben. Auch dies kann ich belegen.

Dear MrBet Casino team,

I have looked at the documents from Nicole. You mentioned that one of the documents is from a diabetologist but as Nicole stated, they are also a general practitioner. Secondly, there is another signed document from the Salus Klinik which clearly states that Nicole is a pathological player. What other document exactly do you need? Does it have to be a signed document with a stamp?

Hello, Peter!

We have requested Nicole to provide us with the document with stamps signed by the psychologist or psychotherapist for the dates she made deposits with us in order to process the refund request. Once we have such a document, we will be able to proceed. 

Best regards,

MrBet Casino team. 

The document that I have made available in the meantime contains all the data, the signature of a doctor (who is a general practitioner and can and must diagnose this disease in Germany) as well as the required stamp. It is an official document. I also provided another document created, signed, and stamped by my former psychologist. The diagnosis "pathological gambling" does not include the time period either. Since it is an addiction from which there is no possibility of recovery, my pathological gambling addiction is thus adequately documented. The period from 10.05. - 29.08.2021 is listed in the letter from my doctor.

Das von mir inzwischen zur Verfügung gestellte Dokument enthält alle Daten, die Unterschrift eines Arztes (der Allgemeinmediziner ist und in Deutschland diese Erkrankung diagnostizieren darf und muss) sowie den verlangten Stempel. Es handelt sich um ein offizielles Dokument. Ich habe darüber hinaus ein weiteres Dokument, das von meinem ehemaligen Psychologen erstellt, unterschrieben und gestempelt wurde, zur Verfügung gestellt. Auch dieses enthält die Diagnose "pathologisches Spielen" nur den Zeitraum nicht. Da es sich um eine Suchterkrankung handelt von der es keine Genesungsmöglichkeit gibt, ist meine pathologische Spielsucht somit ausreichend belegt. Der Zeitraum vom 10.05. - 29.08.2021 ist in dem Schreiben meines Arztes aufgeführt.

Thank you Nicole for the emails and reply.

Dear MrBet Casino team,

Are the newly provided documents accepted?

As previously written, I submitted a total of 6 documents to prove my addiction. These are accepted as such by all bodies, including you, as evidence of my addiction. Unfortunately not from Mr Bet Casino so far and also after your intervention. I'm really desperate now ...

Ich habe, wie bereits zuvor geschrieben, insgesamt 6 Dokumente zum Nachweis meiner Sucht eingereicht. Diese werden als solche von allen Stellen, inklusive Ihnen, als Nachweis meiner Sucht akzeptiert. Vom Mr Bet Casino bisher und auch nach Ihrer Intervention leider nicht. Ich bin inzwischen wirklich verzweifelt....

Hello Casino Guru,

what happens now after the 7 days the casino should have responded and no response from Mr. Bet?

Hallo Casino Guru,

was passiert jetzt nachdem die 7 Tage, in denen das Casino hätte antworten sollen, verstrichen sind und keine Antwort von Mr. Bet kam?

We would like to ask Mr Bet 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hello Peter,

We want to avoid the misunderstanding caused by the long processing of the request. For this reason, we want to share with you the chronology of communication with CEG.

Please check the mail we've sent you. 

Best regards,

Mr.Bet Casino team

Dear Peter,

okay - Mr. Bet has now - just as I did- included you in the correspondence with the CEG. The problem is - there is no further correspondence. I was asked by the CEG to react to their email regarding my case in a timely manner - that was on the 19th of November - I did, the same day. Since than I heard nothing. Neither from the CEG nor from Mr. Bet. This whole thing has now been going on for exactly 100 days. Since than there is no day passing on which I do not communicate regarding this case. I am crying every day since 10 days because I got no help or response no matter where I turn. I am devasted and do not know what to do anymore.

Nicole

Thank you MrBet Casino team for the reply and email. I will set the timer to 14 days until there is a response from the CEG and will get back to you.

Dear MrBet Casino team,

Has there been any news regarding the complaint?

Hi Peter,

this is now the third extension to the casino's response. While I should reply within 7 days. I don't quite understand that. Mr. Bet was informed that you had 14 days to reply. This has now passed and you will have another 10 days ... That doesn't make sense to me.

Best regards

Nicole

Hallo Peter,

dies ist nun die dritte Verlängerung für die Antwort des Casinos. Während ich innerhalb von 7 Tagen antworten soll. Das verstehe ich ncht so ganz. Mr. Bet war darüber informiert, dass Sie eine Frist von 14 Tagen für Ihre Antwort hatten. Diese ist nun verstrichen und Sie bkommen weitere 10 Tage... Das leuchtet mir nicht ganz ein.

Beste Grüße

Nicole

Hi Nicole,

Here's how it usually works for both sides: if you or the casino don't reply within 7 days, there is an extension of another 7 days. I set the previous timer for the casino to 14 days because I know that it usually takes time to get a reply from a gaming authority. Now I set the timer for 10 days simply because it's Christmas time and we do that every year from mid-December since many of us are on holiday.

Dear Casino Guru, 

We want to inform you that there is no answer from CEG to this date.

From our side, we provided CEG and the player with our decision regarding the issue. Now there is CEG turn to look into this case. 

Since we cannot provide you with the answer from CEG now, and we stated above that we cannot consider the user's documents, because they are still not issued by the right specialist and that is the reason why refund is not possible, please advise us how we can get to the conclusion regarding the user's issue?

Best regards,

Mr.Bet casino team

I find that a pretty easy question to answer. The question that arises is, how do I have to prove my addiction and which rules this proof is subject to. According to German jurisdiction, the WHO and also Casino Guru (see Peter’s statement before), my pathological gambling addiction is clearly proven. Through a doctor, the clinic and a psychologist. It is questionable what the requirements of the Mr. Bet Casino regarding the proof of my addiction are based on ...

Das empfinde ich als eine recht leicht zu beantwortende Frage. Die im Raum stehende Frage ist ja, wie ich meine Sucht nachzuweisen habe, und welchen Regeln dieser Nachweis obliegt. Nach deutscher Gerichtsbarkeit, der WHO und auch Casino Guru (siehe Statement von Peter zuvor) ist meine pathologische Glücksspielsucht eindeutig belegt. Durch einen Arzt, die Klinik und einen Psychologen. Fraglich ist, worauf die Anforderungen des Mr. Bet Casinos, was den Nachweis meiner Sucht angeht, beruhen....

Quote Peter: "Second, there is another signed document from the Salus Clinic, which clearly shows that Nicole is a pathological gambler."

Zitat Peter:" Zweitens gibt es ein weiteres unterschriebenes Dokument der Salus Klinik, aus dem eindeutig hervorgeht, dass Nicole eine pathologische Spielerin ist."

On top of that, the casino already accepted this fact as the basis for a refund of my deposited amounts on October 7th, 2021 and informed me about it via email and chat

Noch dazu, hat das Casino diese Tatsache bereits als Grundlage für eine Rückerstattung meiner eingezahlten Beträge am 07.10.2021 akzeptiert und mich per E-Mail und Chat darüber informiert

There is no way I can see why the casino continues to hold that there are doubts about my addiction. Of course, I understand that you don't want to refund the amounts deposited, but if you, as a casino, set the hurdle that you have to prove your addiction in order to get a refund, I would say that I did this objectively. Right?

Ich kann in keinster Weise nachvollziehen, warum das Casino weiterhin daran festhält, dass Zweifel an meiner Sucht bestehen. Natürlich verstehe ich, dass man mir die eingezahlten Beträge nicht zurück erstatten möchte, aber wenn man selber, als Casino, die Hürde setzt, dass man für eine Rückerstattung seine Sucht nachweisen muss, würde ich sagen, dass ich dies objektiv getan habe. Richtig?

Hello Peter,

Since there is sensitive information about the user’s balance we answered your questions in the last email. Please kindly check it and clarify if there is more information required.

Best regards,

Mr.Bet Casino team 

Hi Stella,

I'm very sorry for what happened to your mother. I will explain the situation here. Nicole made deposits in the casino and lost over €7300. Later she informed the casino that she had a gambling problem. If the casino didn't know about her gambling addiction at the time when the deposits were made, it couldn't be held accountable for this and therefore didn't have to refund the deposits. However, someone promised a refund of all deposits to Nicole and only made it all more complicated. Nicole was given the run around with all the documents and the CEG was involved. It all just made an impression that the casino kept looking for excuses to avoid paying. To sum up it all up, Nicole has no claim to the full refund but should be given compensation for the handling of her case and inconvenience. I already sent an email to the casino with some suggestions, let's see how it responds.

Dear Nicole,

Although there is no reason for a refund we understand how much effort a mistake on our part costs you, we are going to offer compensation for the inconvenience in the amount of 500 EUR. This would serve as an apology for a mistake that led to further lengthy processing of the case. 

For further information regarding this please contact us via email support@mr.bet

Best regards,

Mr.Bet casino team

Thank you Mr Bet Casino team for your reply. We appreciate your decision to pay Nicole to compensate her for the inconvenience.

Dear Nicole/Stella,

I'm sorry to hear about your situation. However, as stated above, you never had any claim to the full refund since, at the time of your deposits, the casino didn't know about your gambling addiction. The casino made a mistake and offered you compensation (in most casinos this wouldn't happen) so I strongly recommend accepting the €500. Thank you for using the Casino Guru complaint resolution center. I wish Nicole a quick recovery.

Best regards,

Peter