Home Complaints Mr Bet Casino - Player’s winnings have been capped.

Amount: €2,031.15

Mr Bet Casino - Player’s winnings have been capped.

5.3/10 Questionable reputation Submitted: 12 Jun 2020 | Case closed : 16.06.2020
Our verdict

Unjustified complaint

REJECTED

Case summary

5 days ago - 16 Jun 2020

The player from Germany had her winnings capped as if they’ve been generated from No Deposit bonus. After a closer examination, we rejected this complaint as unjustified.

Written by Petronela
Casino analyst and complaint specialist
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Good morning team guru,


I played at Mr Bet with a € 10 bonus and won € 893.00. I wanted to have this money paid out via SEPA. The payment failed. Then I paid 10 € for the sum. I continued to play and then wanted to withdraw the amount of € 830. But the attempt failed again. I deposited another € 20, thought I might have deposited too little of my own money and continued to play. I had a profit of € 2,031.15. Now I tried to make the 3rd payment. Instead of the requested winnings, I was paid an internal payment of € 80 into my player account! I contacted support several times. They wrote that I had earned everything with the bonus and the max. Payout € 50. My winnings were simply written off!


I hope you can help me get some of the winnings because my € 30 was part of the € 1048.15.


Thanks in advance.


Best regards, Marion

Automatic translation
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Dear Marion,

Thank you very much for submitting your complaint and forwarding all the relevant communication and screenshots. 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. Which exact bonus you have redeemed at the very beginning? Please forward me its name or a specific link as I would like to check the promotional terms and conditions. Was it No Deposit bonus? If I understand it correctly your first deposit took place after redeeming €10 bonus only, is that correct? I have checked general terms and conditions, and this is what I found https://mr.bet/terms:

"The maximum winnings/profit from No-Deposit Free Spins and all Free money bonuses (Free Chips) allowed for withdrawal, is limited to €50 or currency equivalent unless stated otherwise."

If your first activated bonus of €10 has been a Do Deposit bonus, could you please advise if your balance went down to €0 before depositing real money? I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

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Hello Petronela,


I will send you a screenshot of the page where I received the bonus.


I won from the start and won the € 893.00. Because then the payout did not work, I paid 1x € 10 and 1x € 20 in the hope that the profit would be paid out. However, the payout didn't work either. I continued to play with my € 30 + the winnings up to € 2,031.15, which was not paid out to me, but simply written off!


Thank you for taking care of my problem.


MfG, Marion file

Automatic translation
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Dear Marion,

Thank you very much for your quick reply. If your balance never went down to €0 from the moment you have redeemed a No Deposit bonus, then all your winnings were accumulated from this bonus and you’re entitled to a maximum cash out €50 + your deposits. Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint. Thank you in advance for your reply and understanding.

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Hello dear Petronel,


that is really very sad! I thought that I was entitled to at least a share of the winnings from my € 30 wagered !? After all, I won almost € 1050 with the € 30.00.


Well, then I can only regret my mistake.


Thank you very much for your support.


Kind regards, Marion



Automatic translation
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Sorry once again we were not able to help you more with this case, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help. Now I will reject your complaint as unjustified. Thank you for your understanding.