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From the first look very nice designed casino with attractive, regular bonuses and excellent customer service. They were sending regular promotions, I got emails EVERY DAY and occasionally I used to deposit and claim the bonuses. Sounds like a nice casino, but unfortunately, this was only one side of the coin.

When I finally won something with my 10th deposit, they confiscated all my winnings (a few thousand) due to bonus abuse.

MR.bet explained: at least a single genuine deposit without a bonus release has to be made prior to making 3 bonus-releasing deposits in a row. In other words I claimed too many bonuses in a row, I breached their T&C, and that's why they confiscated all my winnings.

Of course, it was written somewhere between 7k words in their T&C and I as an unregular player haven't noticed it, but can we call it bonus abuse? And is it enough to confiscate funds?

From one side they attract players to claim the bonuses, but from the other side, they confiscating winnings for using the bonuses too much.

Dear Arnis,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked bonus terms and conditions, and this is what I found:

"At least a single genuine deposit without a bonus release has to be made prior to making 3 bonus-releasing deposits in a row. The amount of the deposit has to be at least the average amount of the previous deposits made, that triggered a bonus"

We think that this rule should be enforced at software level, i.e., that the casino's software or website shouldn't let players claim more bonuses than they could. Did you claim any No Deposit Bonus as well? Did you always finish the wagering requirements with all deposit bonuses?

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,

Kristina

Hello Kristina!

Thank you for the response.

I am not sure, maybe I previously used some No deposit free spins, but it was like a loyalty program, I didn't get them signing up. But even I claimed NDFS it was maximum 2-3 times.

All previous bonuses I lost, but the last deposit bonus i finished and did required wagering.

Thank you very much Arnis for your quick reply. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Thank you so much!

Hopefully you will help me to solve the issue.

Hello Arnis.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Hello!

Please keep me updated.

Hello! Do you have any updates?

Hello Arnis, the casino is already registered in our Complaint Resolution Centre so I believe that they will respond soon.

Dear Arnis,

We would like to kindly remind you that by creating an account at Mr.bet, all players accept the Terms and Conditions and agree to follow them. According to our Terms and Conditions, clause 7.14 of https://mr.bet/terms, "All customers must make at least one genuine deposit prior to making 3 bonus-releasing deposits in a row:

- Players who solely making deposits when there is a bonus available will risk of having their winnings from the bonus confiscated and being left with the initial deposited amount of the bonus in question;

- At least a single genuine deposit without a bonus release has to be made prior to making 3 bonus-releasing deposits in a row. The amount of the deposit has to be at least the average amount of the previous deposits made, that triggered a bonus"

When clients choose to play in a casino, they must read and accept the Terms and Conditions as a service agreement between the two parties. A crucial section of a casino's Terms and Conditions is the part where it discusses the Terms of their bonuses. Thus, it is important to look through the conditions of obtaining and wagering any bonuses or promotions the casino offers, as well as other bonus terms and limitations. Upon ticking the box and proceeding with the registration, customers then become bound by those Terms and Conditions.

We are sorry the outcome was undesirable for you. We can certainly understand your feelings after receiving our email informing you about the T&C violation. That being said, we would like to state that your feedback is extremely important to us, therefore, we have passed the information you have shared to our management team for them to consider how the process can be optimized in the future.

So this is it, no any chances to get my winnings? You finished your investigation?

Hello there,

Dear MrBet Casino team.

First of all, thank you for your cooperation in this case. 

Although we completely agree with your statement that the players should read T&Cs, we believe the casino environment should be also safe. When a player is allowed to claim the bonus which you are offering, even if he should not actually play with it, we do not consider this environment to be user friendly.

Therefore, we would like to ask if it is your final decision or if there is any chance you could reevaluate the case?

Did you get answer from them?

Dear Arnis and CasinoGuru Team!

We would like to point out again that we do respect our users and always want to make them satisfied with our casino. Though there is a violation of our T&C in this case, we understand that his experience with us could be confusing. That's why we contacted Arnis and offered him compensation for all the inconveniences he could face with us. We consider it as a solution suitable for both sides.

At the same time, we welcome your and Arnis further feedback as it provides us with valuable insight into our services from the user’s perspective and can inform service improvement.

Best Regards,

Mr.Bet Casino Team.

Dear Arnis.

Please, could you confirm the casino statement?

Hello!

I can confirm Mr.bet offered me just to return all my deposits as the bonus money and I had to wager this amount x2. So I got something back from them, but all in all they haven't paid my winnings and I am still thinking it was not fair deal. I chose to get something back rather to nothing.

Dear Arnis.

Although I believe you should have received the whole winnings (you won them fairly), also without the wagering requirements, we are forced to consider this case as resolved, since you have accepted and played with the compensation. Please, be aware that I completely understand your decision.

Thank you for using the Casino Guru complaint resolution centre. I am glad to hear that you got at least something.

We will now mark it as 'resolved' in our system.

Best regards, Jozef

Casino.Guru