Mr Bet Casino - Le vincite del giocatore sono state ridotte due volte.

Hello Casino Guru Team,

I received a €10 non deposit bonus from Mr.Bet on December 18th.

I played with this and when I reached €140, it was reduced to €15 according to the bonus conditions, which I was aware of.

I then continued playing with the €15 (which were also displayed in my real money wallet and no longer as a bonus) and won €500.

I wanted to withdraw these €500 and even received the following email from Mr.Bet on December 21st:

Your balance is ready to play! Good news – your balance of €500.36 has been activated. You can now use it to play at Mr.Bet.

But when I checked the account again, the amount was reduced back to €15.

According to the email from the casino, it clearly states that the credit has been activated.

Could you please help me here?

Thanks

Hallo Casino Guru Team,

ich habe am 18.12 einen 10€ non deposit bonus von Mr.Bet erhalten.

Mit diesem habe ich gespielt und als ich auf 140€ oben war, wurde dieser laut den Bonus Bedingungen, welche mir bewusst waren auf 15€ reduziert.

Mit den 15€ habe ich dann weitergespielt (Diese wurden auch am Echtgeld Walltet angezeigt und nicht mehr als Bonus) und habe 500€ gewonnen.

Diese 500€ wollte ich mir dann auszahlen lassen und habe sogar von Mr.Bet folgende Mail am 21.12 erhalten:

Ihr Guthaben ist spielbereit Gute Nachricht – Ihr Guthaben von 500.36 EUR wurde freigeschaltet. Sie können es jetzt bei Mr.Bet zum Spielen einsetzen.

Als ich jetzt aber nochmal auf das Konto geschaut habe, wurde die Summe wieder auf 15€ reduziert.

Laut der Mail des Casinos steht eindeutig hier, dass das Guthaben freigeschalten wurde.

Könnt ihr mir hier bitte helfen,

Danke

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Dear HansPeter,

Thank you for submitting your complaint. I’m sorry to hear about your experience with Mr Bet Casino and appreciate you bringing this to our attention.

May I ask a few questions to better understand what happened?

• Were you informed at any point that the bonus terms and conditions remain in effect even after you have completed the wagering requirements?
• Do I understand correctly that your casino balance was shown as separate 'real money' and 'bonus' balances?
• Have you tried contacting the casino regarding this issue? What was their reaction?

We hope to resolve this issue as quickly as possible. Thank you in advance for your reply.

Best regards,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

I read the casino's terms and conditions and section 7.9 states:

7.9. The maximum winnings/profit from no-deposit free spins, all no-deposit bonuses, and all additional bonuses for successes that are eligible for withdrawal is limited to €50 or the equivalent currency amount, unless otherwise stated. We reserve the right to reduce your balance by an amount that does not exceed the aforementioned maximum winnings limit of €50 for free spins and no-deposit bonuses. This reduction may be made immediately after a win or upon your request to withdraw the winnings in question . To withdraw winnings from the free bonus, you must make a successful deposit.

The reduction was deducted from the €140 after the first win, when I was still playing with the bonus amount, and then the €15 was displayed in my real money account. The terms and conditions don't state anywhere that this reduction can occur multiple times.

Regarding the second question, after I had wagered the €10 bonus and reached €140, the winnings were reduced to €15 as described in the bonus terms. This amount was then in my real money account and was no longer marked as bonus money.

I then continued playing with these €15 and won €500.

When I then requested the payout of the €500, I received the email from the casino that was attached earlier:

Your balance is ready to play! Good news – your balance of €500.36 has been activated. You can now use it to play at Mr.Bet.

According to the email, this is credit and not bonus money.

Regarding the third question: Yes, I have already contacted the casino via chat and repeatedly requested an explanation, including regarding the email sent after the withdrawal. However, support never specifically addressed my questions and always just referred me to the terms and conditions.

Ich habe mir die Casino AGBs durchgelesen und beim Punkt 7.9 steht:

7.9. Der maximale Gewinn/Profit aus Freispielen ohne Einzahlung, aus allen Bonussen ohne Einzahlung und aus allen zusätzlichen Bonussen für Erfolge, die zur Auszahlung zugelassen sind, ist auf 50 € oder den entsprechenden Währungsbetrag begrenzt, sofern nicht anders angegeben. Wir behalten uns das Recht vor, Ihr Guthaben um einen Betrag zu reduzieren, der den oben genannten Gewinn­höchstbetrag von 50 € für Freispiele und Boni ohne Einzahlung nicht überschreitet. Diese Reduzierung kann sofort nach einem Gewinn oder auf Ihren Antrag auf Auszahlung des betreffenden Gewinns hin vorgenommen werden. Um sich Gewinne aus dem Gratis-Bonus auszahlen zu lassen, müssen Sie eine erfolgreiche Einzahlung tätigen.

Die Reduzierung wurde schon nach dem ersten Gewinn von den 140€ abgezogen, wo ich noch mit dem Bonus Betrag gespielt habe und danach die 15€ auf meinem Echtgeld Konto angezeigt wurden. Es steht in den AGBs nirgends, dass diese Reduzierung mehrfach erfolgen kann.

Zur zweiten Frage, nachdem ich den 10€ Bonus umgesetzt habe und auf 140€ ware, ist der Gewinn wie in den Bonus Terms beschrieben auf die 15€ reduziert worden, welche dann auf meinem Echtgeld Konto waren und nicht mehr als Bonus Geld markiert waren.

Mit diesen 15€ habe ich dann weiter gespielt und die 500€ gewonnen.

Als ich dann die Auszahlung der 500€ beantragt habe, habe ich die vorhin schon angehängte Mail von dem Casino bekommen:

Ihr Guthaben ist spielbereit Gute Nachricht – Ihr Guthaben von 500.36 EUR wurde freigeschaltet. Sie können es jetzt bei Mr.Bet zum Spielen einsetzen.

Laut der Mail handelt es sich hiermit um Guthaben und nicht um Bonusgeld.

Zur dritten Frage: Ja, ich habe das Casino schon kontaktiert via Chat und habe mehrfach um eine Erklärung gebeten, auch im Bezug zur Mail welche nach der Auszahlung verschickt wurde. Der Support ist aber nie konkret auf die Fragen eingegangen und hat mich immer nur auf die Terms verwiesen.

Hello HansPeter,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you very much for your reply, HansPeter. Could you please forward all relevant correspondence between you and the casino to [email protected]? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

I was only in contact with the live chat a few times, but I already attached a screenshot of the mail "Your balance is ready to play! Good news – your balance of €500.36 has been activated. You can now use it to play at Mr.Bet."

Dear HansPeter,

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, Michal ([email protected]). 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,

Kristina

Dear HansPeter,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I have a few questions.

So, do I understand correctly that when you utilised the €10 no deposit bonus, there were no other funds in your account balance, and you have been playing only with the funds stemming from the no deposit bonus? Have you made a real money deposit to withdraw the winnings, as mentioned in the casino bonus rules?

In order to withdraw winnings from the free bonus, you need to make 1 successful deposit.

As you mentioned: "The reduction was deducted from the €140 after the first win." Which game have you been playing, and have you continued to play the same game after the first deduction?

While, as you say, the funds of €15 were then reflected in your real money balance. The email you received regarding the €500.36 indicates that even this €500.36 was some kind of bonus funds or linked to that bonus, as it's stated: 'Your balance of €500.36 has been activated.' You can now use it to play at Mr.Bet. So it is unlikely that these funds were considered as real money funds.

Can you provide any evidence that the €15 were reflected in your real money balance, please?

At the moment, it still seems that even the "second" winnings still stemmed from the original €10 no deposit bonus, and thus, the rule about the maximum withdrawal (not maximum wins, but maximum withdrawal) was still in place.

Looking forward to your feedback.

Hey Michael,

right, there where no other funds in the account and yes, I've only played with the funds from the bonus.

And yes, I've made a lot of deposits at the casino in the past, so my account should be eligible to withdraw money won from a bonus.

Actually I made few screenshots, showing the 15€, the 500,36€ in my wallet and a screenshot of the winning.

Sorry, forgot to answer the question about the games.

I've played "Holy Hand Grenade 2", got some big winnings and was sitting at around 140€, then the balance got deduced to the 15€, since I've wagered the bonus.

Then after checking the balance it was sitting in my real money balance and not showing up as bonus (Screenshot above), then I've switched to "Book of Madness 2" and got a big winning of 570,50€ (Screenshot Above).

After that I've played down to 500€ and wanted to withdraw it.

And in case if you're asking for it, here are screenshots of all my deposits.

Dear HansPeter,

Thank you for the additional information and evidence. I believe we need clarification from the casino team now.

Dear Mr Bet Casino,

Could you please explain why the winnings from the €10 no-deposit bonus (€15) were displayed in the player’s account as a withdrawable balance, which would reasonably suggest that the funds had been converted into real money? Additionally, the subsequent winnings of €500.36 generated from those funds were also shown as withdrawable. Despite this, the winnings were later capped under the original bonus terms, even though the wagering requirements had already been met.

We would appreciate your clarification on this matter.

If there are any other factors relevant to this case that cannot be shared publicly, please feel free to forward them directly to me at [email protected]

Dear Michal,

The winnings of €15 were displayed as withdrawable in the player’s account because the player had successfully completed the wagering requirements associated with the bonus. This is why these funds appeared as a withdrawable balance.

However, as specified in our Terms and Conditions (Sections 7.9), the maximum allowable winnings from no-deposit bonuses, including free spins and any additional promotional bonuses, are capped at €50 or the equivalent in the relevant currency:

"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."

In line with these terms, the player’s balance was subsequently adjusted to comply with the maximum allowed winnings from no-deposit bonuses. This adjustment was fully consistent with the rules agreed upon by the player at the time of registration. All services were provided correctly, and the initial withdrawable balance reflected the status of the winnings before the application of the cap.

@MrBet

but the 500.36€ were also displayed as withdrawable balance, after my first winning was already deduced to 15€

Section 7.9 also does not state that the reduction can occur multiple times. It only states that it can be applied either immediately after a win or upon your withdrawal request. Since the reduction was applied after the win, and the amount to be paid out was showing €500.36 afterwards, I believe that this amount of €500.36 should be paid out correctly!

And you are writing something about 50€, but you've reduced the 500.36€ I wanted to withdraw since I've already wagered the bonus, the reduction was already happened and the amount was showing up as withdrawable to 15€ again.