Mr Bet Casino - ポーションのせいでプレイヤーの賞金が没収されました。

I was given a "lucky potion" without my knowledge, with a maximum payout of €100. I've currently won over €4,000, which was taken away from me thanks to the "lucky potion" because it doesn't pay out more than €100! As I said, this happened without my knowledge! I never wanted this potion; the casino acted on its own initiative and then stole my winnings!

Furthermore, the lucky potion costs €50, as shown in the screenshot. The casino credited me with the potion for €25.

Mir wurde ein "Glückstrank" ohne mein Wissen geschenkt der eine Auszahlung von 100€ Max beträgt. Derzeit habe ich über 4000€ gwonnen und die mir dank des "Glückstrank" wieder weggenommen wurden, da dieser ja nicht über 100€ auszahlt ! wie gesagt dieses passierte ohne mein wissen ! Ich habe diesen Trank nie gewollt das casino hat eigenmächtig gehandelt und mir dann meinen gewinn Gestohlen !

Außerdem kostet der Glückstrank 50€ wie auf dem screenshot zu sehen ist. das Casino hat mir den Trank für 25€ gutgeschrieben

Hello,

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.

• Do I understand correctly that the casino credited you with 3x25€ no deposit bonus?

• Do I understand correctly that the same day earlier, you deposited and played with a deposit bonus? Have you managed to clear the wagering requirements or not?
• What was your balance in the casino before the no-deposit bonuses were credited to your account?

Thank you very much in advance for your reply.

Best regards,

Tomas

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If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Many thanks for the quick response !

Yes I played with a deposit bonus 70% I think plus 70 bonus spins in Wild Cash x9990

Which I still haven't used.

Yes, I used the bonus but only after the €4070 was taken from me.

How much was your casino balance before the no deposit bonuses were credited to your account?

I can't say that it happened without my knowledge, and I was given this bonus twice on July 16th, and there is no time stated as to when the casino gave me these bonuses.

I can only assure you that I have not used this potion, especially since these potions are tied to sales conditions, which is why I don't use these things at all.

Vielen Dank für die schnelle Antwort !

Ja ich habe mit einem ein Einzahlungsbonus gespielt 70% Glaub ich plus 70 Bonus Spins in Wild Cash x9990

Die ich immer noch nicht benutzt habe.

Ja ich habe den Bonus Umgesetzt aber erst nachdem mann mir die 4070€ genommen wurden.

Wie hoch war Ihr Guthaben im Casino, bevor die Bonusse ohne Einzahlung Ihrem Konto gutgeschrieben wurden?

kann ich nicht sagen, das es ohne mein wissen geschah, und mir ja schon am 16.07 dieser bonus 2x aufgedrückt wurde ,und es steht ja auch keine uhrzeit dabei wann mir diese bonies vom casino gegeben wurden.

Ich kann nur versichern das ich diesen trank nicht benutzt habe , vor allem da sich diese tränke wieder an umsatzbedingungen knüpfen, deshalb benutze ich diese dinger erst garnicht.

look in the blue marked field

sieh mal in den blau markierten feld

Thanks for the explanation.

Have you requested your game history from July 16th?

Would it be possible for you to request the game history in .csv format or a format we can explore in Excel from casino support?

Send it to my email for review.

tomas@casino.guru

I apologize for the inconvenience.

I have now requested

hab ich jetzt anhefordert

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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 Uzjas,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

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

Dear Mr Bet Casino,

Can you please explain why the player was awarded a bonus that affected their winnings without them asking for the bonus? The whole situation is still not fully clear to me, so I would appreciate your detailed explanation on the course of events, because, as for now, it looks like there was a system error on your part, and it does not seem fair that the player's winnings should be reduced. If there are any factors influencing the situation that cannot be shared publicly, please forward any such information and evidence directly to me at michal.k@casino.guru

Thank you very much and if you need anything else, let me know.

Vielen Dank und wenn Du noch was brauchst lass es mich wissen.

Dear Michal,

Thank you for drawing our attention to this situation.

We have carefully reviewed this request and conducted an internal investigation into the use of this bonus. Although the bonus was activated by the customer and credited in accordance with the terms and conditions specified therein, we understand that certain details may have caused ambiguity on the part of the user.

We value our players and always strive for fair interaction.

That is why, out of loyalty and as an exception, we have decided to compensate the user for the amount that was debited. The funds have already been credited to the user's balance. If the customer has any further questions or needs assistance, they can contact us at any time.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Uzjas,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Michal

Casino Guru