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After losing money several times, as a VIP member, I was able to access a bonus of 20 free spins. The requirement was to wager the winnings 45 times, with no restrictions on money or withdrawals. After playing the 20 free spins, I won a very small amount, but I continued playing until I reached a million and a fraction. As soon as I reached the minimum wagering requirement, they took the aforementioned amount. Their response was that, according to the wagering requirement, they couldn't give me that amount, but rather 59 euros. However, the bonus description didn't mention anything about this. When selecting a bonus, there's an option to view the description and requirements, and the information customer service gave me wasn't there. I attached screenshots, but they still didn't resolve the issue. They then sent me an email saying I should contact them. I'm a VIP member on that site, but this isn't the first time something like this has happened to me. I've played no-deposit bonuses before, and this time they took away my jackpot, which isn't fair. I have documents that support my claim; I would like to send them to you.

Luego de despistar dinero varias veces como soy vip puede acceder a un bono de 20 giros gratis, en donde el requisito era jugar lo ganado por 45, sin restricción de dinero y retiro, entonces cuando yo ya había jugado los 20 giros gratis, gané un monto bajísimo y bueno seguí jugando hasta poder ganar el monto de un millón y fracción, en donde apenas cumplí el límite de los roller me quitaron la cantidad antes mencionada y luego la respuesta que me dieron fue que según el requisito de término no me podían dar ese monto, sino que 59 euros, donde el término en la descripción del bono no aparecía nada de eso. Ya que al escoger un bono da la opción de ver la descripción y requisitos y no salía en ningún lugar lo que servicio a cliente me dijo. Le adjunté los pantallazos y aún así no me solucionaron. Me enviaron luego un correo de que debía contactarme con ustedes, yo soy vip en esa página, pero no es primera vez que me sucede algo así y yo he jugado bonos sin depósito y esta vez me lo quitaron el premio mayor y no es justo. Tengo documentos que respaldan mi reclamo, quisiera enviarselos

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Dear elita,

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

"7.9. The maximum winnings/profit from No-Deposit Free Spins, all No-Deposit bonuses and all additional bonuses to Achievements allowed for withdrawal, is limited to €50 or currency equivalent unless stated otherwise. We reserve the right to reduce your balance to an amount not exceeding the aforementioned €50 winning limit from No-Deposit Free Spins and bonuses. This reduction may occur immediately after a win or upon your request for withdrawal of the corresponding winnings. In order to withdraw winnings from the free bonus, you need to make 1 successful deposit."

I would like to emphasize that, according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider an imposed win limit to be unfair and predatory only when applied to a real money game. However, we accept bonus T&Cs that restrict the maximum cash out from bonus play.

If there is any additional information that would support your case, please do not hesitate to contact us, otherwise I will be forced to reject your complaint. Thank you for your understanding.

Best regards

Petra

Dear,

Each bonus added to a player's profile comes with its own terms and conditions, which are displayed within the bonus details under the bonus section. When I chose the 20 VIP free spins bonus, it had its own terms and conditions, which are not the same as those you found on the main page. This isn't the first time I've played no-deposit free spins, and each bonus has different terms and conditions. In previous bonuses, I've been allowed to withdraw large amounts after meeting the wagering requirements. This particular bonus DOES NOT have the requirement you're showing me; quite the opposite. I have screenshots of the bonus I chose, showing its terms and conditions. That's why I'm complaining, because the agents always say that each bonus has its own requirements, which are listed in the bonus description. In this case, the bonus didn't have a withdrawal limit; it only provided general information about the wagering requirements and the amount of each free spin. And that bonus was given to me because I regularly deposit over two million, and despite my complaints, they offered no solution. At the very least, they should give me 40% of my earnings. And that bonus was given after I had already made several deposits. Furthermore, my earnings should be respected, because it was a bonus given because I deposited money.

Estimada,

En cada bono que agregan al perfil de un jugador, vienen con sus propios términos, los cuales se muestran dentro del bono que ingresan en el ítem de bonos, y cuando yo escogí el de los 20 giros grafías VIP, tenía sus propios términos, los cuales, no son los mismo que usted encontró en la página principal, ya que no es primera vez que juego giros gratis sin depósito y cada bono tienen distintos tipos de términos, y las veces que he ganado dinero con algún bono gratis sin depósitos, se me permite retirar montos altos ganados luego de cumplir los requisitos de veces que se debe jugar para poder retirar el dinero ganado y en ese bono NO ESTÁ EL REQUISITO QUE USTED ME MUESTRA, todo lo contrario. Y tengo los pantallazos del bono que escogí, donde sale los propios términos y reglas a seguir. Por eso mi reclamo, porque siempre dicen los agentes que cada bono tiene sus propios requisitos y están en la descripción de cada bono. Y en este caso el bono no tenía límite de retiro, lo que tenía era la información en general de cuánto se debía jugar y de cuánto era el monto de cada giro gratis. Y ese bono se me regalo por ser vio donde yo deposito siempre más de dos millones y por más que reclame no me dieron ninguna solución , por último que entreguen el 40% de lo ganado. Y ese bono fue entregado después de yo haber realizado varios depósitos. Más aún se debe respetar mis ganancias. Porque fue un bono entregado porque yo deposité dinero.

Dear Elita,

Thank you for your reply and for providing the previous details.

• Could you please provide a link to the bonus you mentioned/any other relevant screenshots of the Bonus?
• Additionally, what specific information did customer service provide regarding the wagering requirements that you believe was misleading?
• We would also appreciate it if you could share any additional communication/documents regarding this issue. You can send all relevant documents to petra.h@casino.guru or upload your screenshots directly to the thread.

Thank you again for your cooperation.

Of course I can send you the screenshots from when I filed the complaint on the website and the screenshots you requested regarding the bonus; those are the ones I sent previously.

Por supuesto le puedo enviar los pantallazos de cuando hice el reclamo a la pagina y los pantallazos que me solicitan sobre el bono, son los que envie anteriormente

Dear elita

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Martina (martina.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Dear elita,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Mr Bet Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

Dear Martina,

We would like to clarify that before registering, the user agreed to all Terms and Conditions.

On April 11, 2026, the user activated a no-deposit bonus in the form of free spins, which had a withdrawal limit of €50, as specified in the terms that the user also accepted. After the user met the wagering requirements for this bonus, the system automatically adjusted the balance, and the user continued playing, subsequently losing the remaining funds.

It is worth noting that the user has been our customer for a long time and has activated this bonus, as well as similar offers, multiple times before, and therefore should have been aware that any winnings from it are subject to a cap.

Kind regards,

Mr Bet Team

Dear Martina,

Yes, I always play with a LOT OF MONEY and I also play with free bonuses, where each bonus has its own terms and conditions. And this is the first time this has happened to me with this particular bonus. It always has a 45x wagering requirement, and when you meet that requirement, the remaining funds are converted to real money. The casino itself can provide this kind of information, or I can send it to them, so it's irrelevant what the casino representative said. Over the years, I've noticed that when it suits them, they use the general terms and conditions, but they don't mention the specific requirements for each bonus. Only the bonuses with a withdrawal limit are the ones you ask the agent about, especially after you've been betting large sums for days, and depending on the amount wagered, they set a withdrawal limit. The other bonuses don't have withdrawal limits, and I sent screenshots showing that the bonus I won that large sum with had no withdrawal limit. I can send screenshots of the bonuses with their respective terms and conditions.

Estimada Martina,

efectivamente yo siempre juego con MUCHO DINERO y también juego los bonos gratis, donde cada bono tiene sus propios términos. Y es primera vez que me sucede esto con ese bono. Ya que siempre tiene un requisito X45 y cuando uno cumple ese requisito lo que queda de dinero pasa a dinero real. En donde el mismo casino puede proporcionar ese tipo de información o yo puedo enviarlo, así que no tiene nada que ver lo que la persona del casino respondió. Yo durante estos años me he dado cuenta que cuando les conviene se hacen valer de los términos generales, pero no hablan de los requisitos que tiene cada bono cuando se juega y solo pero solo el bono que tiene un requisito de límite para retirar cuando lo entregan son los que uno solicita al agente, cuando uno lleva durante días apostando grandes sumas y según el monto te ponen un límite de retiro. Y los otros bonos no tienen límite de retiro y yo envié pantallazos donde en el bono que yo gané esa gran suma no tenía límite de retiro. Puedo enviar pantallazos de los bonos con sus respectivos términos

Dear all,

Thank you very much for your cooperation and explanations.

Der Mr Bet Casino,

I would like to make sure I understand the situation correctly. The player used a bonus of 20 free spins, and after completing the wagering requirements, the winnings were capped at €50. Is that correct?

Was there any additional cap applied afterward? For example, did the player continue playing after the cap was applied, and were the winnings capped again or affected in any similar way?

I would also kindly ask you to send me the player’s game log to my email address (martina.b@casino.guru) so I can review the timeline in detail.

Thank you very much in advance for your cooperation.