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Buenas tardes.

On 07/02/2022, I won the sum of $1,200,000, I made a withdrawal, verifying on 07/05/2022. On 07/13/2022 they inform me that the withdrawal failed, returning the money to the account and having to do the process again.

On 07/13/2022, I had $1,200.00 in my account again, but on 07/14/2022 my account only had the amount of $44,000, and the $1,200,000 was no longer there.

I started looking for information about what had happened and it said in the manual withdrawal history, for which I wrote to online assistance and they told me that the earnings of the no deposit bonus that I activated had been readjusted. Later I contacted support and they answered the same thing.

I had $1,200,000 ready to withdraw. And the casino gives me a promotion that said "gift" I thought that due to the winnings they had given it to me and after playing them, the casino withdrew $1,160,000, leaving me the sum of $44,000 noting that the amount had been readjusted to the winnings bonus maximums. But the bonus winnings were $4,000. The $1,200,000 in the account was from previous earnings.

He considered that the casino acted in a deceitful way, with the purpose of losing the winnings previously won.

I believe that an undue discount is being applied that does not comply with the terms and conditions to which they allude. There is thus an erroneous, incorrect interpretation with which they appropriate by deception the money that I had in my account prior to the bonus that according to them "they gave me".

Documents attached.

Buenas tardes. 

Con fecha 02/07/2022, gané la suma de $1.200.000, realicé retiro realizandose la verificación con fecha 05/07/2022. Con fecha 13/07/2022 me informan que falló el retiro, devolviéndose los dineros a la cuenta debiendo hacer el tramite nuevamente. 

Con fecha 13/07/2022, volvi.tener en mi cuenta el $1.200.00, pero el dia 14/07/2022 en mi cuenta solo contaba con el monto de $44.000 ya no estaba el $1.200.000. 

Comencé a buscar información de qué habia ocurrido y decia en el historial retiro manual, por lo cual escribí a asitencia en linea y me comentan que las ganancia del bono sin depósito que activé se habían reajustado. Posteriormente tomé contacto con soporte y me reponden lo mismo.

Yo tenia $1.200.000 listos para retirar. Y el casino me da una promocion que decia "regalo" pensé que debido a las ganancias me lo habian otorgado y luego de jugarlos, el casino me retiró $1.160.000, dejandome la suma de $44.000 señalandome que se habia reajustado el monto a las ganancias maximas del bono. Pero las ganancias del bono fueron $4.000. El $1.200.000 que tenía en la cuenta era de ganancias anteriores.

Consideró que el casino actuó en forma engañosa, con la finalidad de que perdiera las ganacias ganadas anteriormente. 

Considero que se esta aplicando un descuento indebido que no se ajusta a los términos y condiciones a que aluden. Existiendo asi una interpretacion erronea, incorrecta con lo cual se apropian mediante engaño del dinero que tenia en mi cuenta con anterioridad al bono que segun ellos "me regalaban".

Adjunto documentos. 

Dear rivasclaudita, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that you have accumulated your winnings ($1,200,000) with a No Deposit bonus? Or was this amount already in your account when you activated that bonus?

Additionally, if there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here.

Looking forward to hearing from you.

Best regards, 

Kristina

Hello. The amount of $1,200,000 was already in my account at the time of activating the no deposit bonus.

The no deposit bonus gave me $4,000 in winnings, and the casino reset the amount to $44,000, taking $1,160,000 out of my account.

That $1,160,000 that the casino took from my account was from previous winnings. Prior to bonus activation.

I remain attentive to your answer.

Claudia

Hola. La cantidad de $1.200.000 ya estaba en mi cuenta al momento de activar el bono sin deposito.

El bono sin deposito me dio ganancias de $4.000, y el casino reajustó la cantidad a $44.000, sacando de mi cuenta $1.160.000.

Ese $1.160.000 que el casino quitó de mi cuenta correspondia a ganancias anteriores. Anterior a la activacion del bono.

Quedo atenta a su respuesta.

Claudia

These are the answers given by the casino.

Estas son las respuestas dadas por el casino.

Hello. I have not had an answer. I hope they can solve my case.

Hola. No he tenido respuesta. Espero puedan resolver mi caso.

Thank you very much for your reply, rivasclaudita. I understand now. Have you accumulated winnings of $1,200,000 with or without an active bonus, please? If you used a bonus, could you please clarify which one you activated?

Hello.

I accumulated profits of $1,200,000, an amount that was withdrawable.

Later I activated bonus without deposit, which said "gift". Which only gave me a profit of $4,000.

Instead of having $1,204,000, the casino took my previous winnings and left me with $44,000, taking $1,160,000 out of my account.

The $1,200,000 was winnings prior to activating the no deposit bonus, it was my withdrawable amount. It was not obtained with the activation of the bonus.

Hola.

Acumulé ganancias de $1.200.000, cantidad que tenía retirable.

Posteriromente activé bono sin deposito, que decía "regalo". Lo cual solo me dio ganancias de $4.000.

En vez de tener $1.204.000, el casino tomó mis ganancias anteriores y me dejó con $44.000, sacando de mi cuenta $1.160.000.

El $1.200.000 eran ganancias anteriores a la activacion del bono sin deposito, era mi cantidad retirable. No fue obtenido con la activacion del bono.

This is the no deposit bonus that I activated, it says "gift". I thought that since my winnings were high (since I had $1,200,000 to withdraw) the casino was REWARDING me by giving me a bonus.

Este es el bono sin deposito que activé, dice "regalo". Yo creí que como mis ganancias eran altas (ya que tenía $1.200.000 para retirar) el casino me estaba PREMIANDO con darme un bono.

If you notice, the bonus says "your gift" which is misleading, being misleading.

Before activating this bonus, I had $1,200,000 in earnings... It wasn't the no deposit bonus that gave me those earnings...

What the casino did with the bonus was to appropriate the money that I had previously... Misapplying the terms and conditions by stating that the winnings of the no deposit bonus cannot exceed $40,000. but the bonus without deposit DID NOT GIVE PROFITS OF $1,200,000, that money I HAD WITHDRAWABLE BEFORE THE ACTIVATION OF THE BONUS.

Si se fija, el bono dice "tu regalo" lo cual induce a error, al ser engañoso.

Anterior a la activacion de este bono, yo tenia $1.200.000 de ganancias... No fue el bono sin deposito quien me arrojó esas ganancias...

Lo que hizo el casino con el bono fue apropiarse del dinero que yo tenía con anterioridad... Aplicando en forma erronea los terminos y condiciones al señalar que las ganancias del bono sin deposito no pueden superar los $40.000. pero el bono sin depósito NO DIO GANANCIAS DE $1.200.000, ese dinero yo LO TENIA RETIRABLE ANTES DE LA ACTIVACION DEL BONO.

On 07.02.2022, I obtained profits of $1,200,000, an amount that was withdrawable, but the payment failed at the bank. And I had to resubmit the withdrawal request.

Con fecha 02.07.2022, yo obtuve ganancias de $1.200.000, cantidad que tenia retirable, pero fallo el pago en el banco.. Y debia ingresar nuevamente la solicitud de retiro.

On 07.13.2022, I activated the no deposit bonus, which only gave me $4,000 in winnings.

Con fecha 13.07.2022, activé el bono sin deposito, el cual sólo me dio $4.000 de ganancias.

On 07.14.2023, the casino withdraws $1,160,000.

As can be seen in the photographs sent, the sum of $1,200,000 corresponds to a profit prior to the activation of the bonus. Therefore, it is not appropriate that the casino has readjusted the winnings of the no deposit bonus, taking the winnings accumulated before the activation of said bonus.

Con fecha 14.07.2023, el casino realiza retiro de $1.160.000.

Como se aprecia en la fotografias enviadas, la suma de $1.200.000 corresponde a una ganancia anterior a la activacion del bono. Por tanto no corresponde que el casino haya reajustado las ganancias del bono sin deposito, tomando las ganancias acumuladas antes de la activación de dicho bono.

On 07.14.2023, the casino withdraws $1,160,000.

As can be seen in the photographs sent, the sum of $1,200,000 corresponds to a profit prior to the activation of the bonus. Therefore, it is not appropriate that the casino has readjusted the winnings of the no deposit bonus, taking the winnings accumulated before the activation of said bonus.

Con fecha 14.07.2023, el casino realiza retiro de $1.160.000.

Como se aprecia en la fotografias enviadas, la suma de $1.200.000 corresponde a una ganancia anterior a la activacion del bono. Por tanto no corresponde que el casino haya reajustado las ganancias del bono sin deposito, tomando las ganancias acumuladas antes de la activación de dicho bono.

Thank you very much rivasclaudita for your reply. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) 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.

Hi rivasclaudita,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Mr Bet Casino to the conversation to participate in the resolution of this complaint.

Dear All,

Thank you very much for letting us know about the issue. After a thorough check of the balance history, an error was found in the automatic balance correction, the user was returned his funds to the balance.

At the moment, rivasclaudita can create a request for withdrawal of funds and contact the support service in a chat or by email after to speed it up.

We apologize for the inconvenience!

Best regards,

Mr.Bet Casino team

Peter. Thank you very much for taking care of my case, and for the steps taken.

I also thank Mr. Bet Casino for giving such a prompt response, reviewing my case and agreeing to the refund.

Peter. Muchas gracias por atender mi caso, y por las gestiones realizadas.

También agradezco al Casino Mr. Bet por dar tan pronta respuesta, revisar mi caso y acceder a la devolución del dinero.

Thank you Mr.Bet Casino team for your help.

Dear rivasclaudita,

I'm glad to hear that your issue got resolved. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter