Mr Bet Casino - プレイヤーの賞金は没収されました。

Hi,

On the 30th of March, Mr.Bet reduced my winnings after I had fulfilled the wagering requirements on my bonus. They referred to newly updated Terms & Conditions that I had no way of knowing about.

Nothing was mentioned on the individual bonus I claimed regarding a maximum win of 2x the bonus amount, and they did not send any notification that changes had been made to the original Terms & Conditions.

I had no way of knowing that they had introduced these new rules, and before this incident, I had made numerous deposits and withdrawals without any issues.

They also removed my access to new promotions, claiming it was due to "suspicious behavior," but they would not provide any further explanation.

Can you help?

Dear allanjensenmt,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Mr Bet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please explain when you accepted the bonus and which bonus terms and conditions applied at the time?
• Have you previously won from bonuses in this online casino with a different set of rules?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hi,

1) 27/3-2025

2) Yes many times

3) I have unfortunately not saved the chats but im sure the casino must have the logs on file

I have send what i have

it was just the standard rules they had on all the bonuses they offered me.

45x wagering to clear the bonus

Thank you very much, allanjensenmt, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello there,

Thank you allanjensenmt for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Mr Bet Casino for their help in resolving this complaint. We would like to know why were the player's winnings confiscated and what can we do to help resolve this issue.

Thank you!

Dear Peter,

We have sent you an e-mail regarding this case and we would be grateful if you could check your e-mail. Thank you in advance. 

Dear Mr Bet Casino representative, I have responded to your email and I await your response.

Dear allanjensenmt, I will keep you updated about any new developments. Thank you for your patience during this time!

Hi Peter,

We are currently working on your request regarding the submission of additional evidence. However, we unfortunately need some more time to provide you with a complete response and the information you requested.

There is nothing unusual causing the delay — it is simply due to internal processes and the current workload of our technical team.

We kindly ask for your understanding and request that you extend the response timer accordingly.

Dear Peter,

We've sent you an email, and we'd appreciate it if you could check it. Thank you in advance.

Thank you for providing the evidence regarding the rule update Mr Bet Casino representative. While this clearly confirms that the rule was added to the terms and conditions on March 18, 2025, we believe that, in the interest of transparency and a better player experience, such important changes should be communicated more prominently. Ideally, this information should be displayed directly within the bonus conditions or presented via a pop-up or notification when a player attempts to activate the bonus. We recommend implementing such measures to help prevent misunderstandings like this in the future.

Dear allanjensenmt, the casino has provided documentation from their back office confirming that the rule in question was added to the bonus terms on March 18, 2025. While we believe such changes should be clearly communicated, the casino has demonstrated that the rule was in place at the time you claimed your bonus. With that in mind, the casino has acted in accordance with its terms and conditions, and your winnings have been capped as accordingly. I understand this outcome may be disappointing, and I regret that I couldn't provide a more favorable resolution. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Peter