Mr. O Casino - 플레이어는 과도한 베팅으로 인해 출금이 거부되었습니다.

I used Frenzy which is a no rules bonus I’ve used countless times. I won and withdrew $854 and they denied it for over betting. There’s never been a cap on that bonus and if you click on the *review the terms link, it always comes up blank and always has. In addition right above the coupon it says "no rules, play this like a regular deposit." If they want to add a bet cap then they have to have a working *review terms link and they also can’t state the exact opposite right above the coupon as you redeem it; this is totally fraudulent and must be intentional to defraud players out of their wins. I’ve won with this coupon numerous times before betting more than $10 and never had an issue. There’s no way you can add a rule without explanation in your terms and while also stating the exact opposite right above the coupon at redemption. I won that money completely fairly and they know it. Not only that but they don’t even have the courtesy to respond to emails about it. There are multiple players over numerous sites that alll have had the same issue. This is their fault not the players and if they want to add a rule then make sure that your terms page works and don’t say the exact opposite right above the coupon; it’s ridiculous and I want the money they know they owe me! Below is the blank rules page and the page stating play it like a regular deposit.

Dear 7yn8tb55dr

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you’ve encountered with your withdrawal after using the "No Rules Bonus" and the frustration this has caused you.

To better understand your situation and assist you effectively, we would appreciate it if you could provide more details:

• Have you successfully placed bets exceeding $10 with this bonus in the past, and were any of those winnings approved and withdrawn without issue?
• On what device (e.g., desktop, mobile phone, tablet) were you playing when you redeemed the bonus? It’s possible that terms or displays may differ depending on the device used.
• Have you contacted the casino’s support team about this issue? If so, please share any responses or communications, even if they haven’t been helpful.

As per the information available on the casino’s bonus terms page (link to terms), the "No Rules Bonus" does include a $10 maximum bet rule per hand, along with other conditions. However, your claim about the inconsistency between the stated rules and the display above the coupon is concerning and worth further investigation.

If you have additional evidence or communication, please forward it to petronela.k@casino.guru.

Your cooperation is crucial for us to proceed with this case and work towards resolving it.

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,

Petronela

Due to an exceptionally high volume of complaints, we kindly ask for your patience. While we strive to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.

Thank you for your understanding. Wishing you a wonderful New Year 2025!

Dear 7yn8tb55dr,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello and sorry I thought I would get an email so glad I checked here. The answers to your questions are, yes, I’ve won using this same bonus multiple times with countless bets over $10.

I am using an iPhone updated to the most recent software. An iPhone 15 pro.

Lastly, I sent multiple emails regarding this directly responding from their email denying my withdrawal and I also sent multiple emails separately; they did not respond to a single email and still have not responded. In addition, the *terms page still comes up completely blank and you should also know that my account stays open and the only time you see the promo page is when you log in, I was already in the game when I added and used this bonus which as I’ve said I’ve used countless times before and there was no cap. It even tells you to play it like a regular deposit. When you click on terms it’s always blank; their system fails which is their responsibility to fix. Without question this was done intentionally and they knew this would negatively impact tons of players to their benefit which it has. They wouldn’t be allowed to get away with this; it clearly shows their true intentions as a casino and clearly shows THEIR PLAYERCENTRIC CASINO IS A LOAD OF BS!

One more thing, I just want to thank you for your time and looking into this, not just for me, but for all of the players adversely impacted and there’s a ton of them! Also notice on Eternal Slots, their other No Rules Bonus is still no max bet just like this one should be and used to be.

They knew no one looks at promotions page, they click on coupons and they’re all listed there, this whole thing is just a scam.

Some of the emails I sent with zero response.

Dear 7yn8tb55dr,

Thank you for your detailed response. I understand your frustration, especially given the experience you’ve had with the "No Rules Bonus" and the issues with the casino’s communication.

Today I’ve checked the bonus terms on my iPhone and have included screenshots showing that the maximum bet rule is clearly visible.

• Could you please let me know when exactly you took the screenshot where "No Rules" was shown? This will help us understand if there was a system error at that time or if the display is different based on device or time.

I hope we can resolve this issue as quickly as possible.

Did you watch the video I sent, it shows you exactly what I did and that was sent from that day. The same thing happens today. From the home page I click on my screen name "Iansletterbox" and then "coupons" and then Frenzy. There is zero mention of the bet cap and the *terms link as shown in the video comes up completely blank and after the coupon is redeemed it shows you playthrpugh and allowed games and Again no mention of bet cap. I’ve won on this bonus at least 10 times and always betting over $10. Add to that the banner above the coupon states "NO RULES, Play it like a regular deposit," which is exactly what I did and had done multiple times before without any cash out issue. If they want to cap it I could care less but if their terms link doesn’t work and what is written tells you otherwise it never even crossed my mind that it could be an issue. Never. Do you know how many other people have had the exact same complaint! Just look on lib.org and you’ll see a ton. I play at Mr O numerous times a week and even in a day sometimes, I know all about rules and following rules and never had an issue but they purposely just dropped this in without telling the players! I’ve told their support at least 20 times that their terms page comes up blank and they’ve ignored me every time. I can do a live video right now and you’ll see everything is still exactly the same as when this occurred over a week ago. Lastly, the over betting didn’t help me it crushed me actually. I was at $3k before started the alleged over betting and it knocked me down to $854, so the only people that benefited from these bets were the casino!

Not to mention I’ve probably gambled $20k there in the last six months or so.

Thank you very much, 7yn8tb55dr, for providing all the necessary information. I will now transfer your complaint to my colleague, Michal (michal.k@casino.guru) , who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Thank you. I assume I’ll wait for Micheal to get back to me, correct?

Hello 7yn8tb55dr,

I'm Michal, and I have taken over your complaint. I have reviewed your case including the video you have provided. Additionally, I have accessed the Bonus FRENZY and other bonuses on my mobile phone. I also reviewed the casino website across different browsers and successfully accessed the rules for nearly all the bonuses without any issues. Attached are the screenshots of the FRENZY bonus from my account.

It is really strange why the rules of the bonus are not shown to you. Anyway, a NO RULE bonus, should really be a NO RULE bonus. I will contact the casino to shed more light on this matter and to see if I can be of any help.

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

Dear Mr. O Casino,

While we understand that it is within your right to implement certain rules for any bonus, but I would like to understand your rationale behind offering a NO RULE bonus when in reality there are certain rules. Furthermore, why have you decided to forfeit the player's winnings when, as can be seen from the evidence the player provided, there were no bonus rules shown to them? Not to mention the player has, as they say, played as before, and they have previously received their winnings without any objections from your side; thus, your actions raised questions about their fairness.

I'm looking forward to your clarification.

In fact the only thing it says is "No rules, play it like a regular deposit"

The format of your screen is different from mine. I have no idea why but you can clearly see there are significant differences. Even today, the same issue occurs with the terms link. I’ve mentioned this to them several times as well. Regardless, you can’t state "No rules, play it like a regular deposit" which is exactly how it always used to be until one day they added a bet cap. Other casinos I’ve played notify players when there "No Rules" all of a sudden has a max bet which it never had before. As far as I knew or could know everything was still copacetic reinforced by the fact it says "No Rules, play it like a regular deposit!" What more do you need to know, that tells you right there in no uncertain terms that it’s a NO RULES BONUS! Add to that the blank rules link and there’s no way they can justify this; the only explanation is that they’re intentionally misleading their players!

Greetings!

Appreciate the call-up to this discussion.

I would firstly like to speak up about the mentioned Coupon (FRENZY), and the state of it's terms:

Coupon FRENZY has been an active Match Bonus since basically the first day of establishing the brand. Throughout the time, and we are talking about a period of 1 year, Coupon's terms were changed/modified multiple times, until the latest update, that has brought the currently active terms. This update was brought to Players SEVERAL months ago.

* Per your's and Petronela's insight, the Coupon rules are clearly visible, and we have not received any similar appeals in regards to this Coupon.

I must address that this is a truly long time period not be aware of any changes at all to the terms. Also, to speak about the charges you've emphasized where Player has - "played as before, and they have previously received their winnings without any objections from your side; thus, your actions raised questions about their fairness."- Given the fact that this is not the first time that Player ID: Iansletterbox has performed such violation, specifically when playing with the Coupon "FRENZY", several Withdrawal attempts went by as exceptions approved by the Management Team in order to maintain a decent relationship with our long-term patron.

We've come up to a decision to make another exception for you. The allowed Payout amount is: $714.11, since the Deposit you've used on the occasion was reimbursed back to you already.

Please keep in mind that due to previously proclaimed offensive comments at our Live Chat sessions, and directly attacking our Casino Reps, and the Management Team, this will be considered as our final effort to provide exceptional involvement.

Thank you for your understanding on this note.

Best regards,

Mario Lorenzo

MrO Casino - Management Team

Fair enough, and for the record only now on the Prime web format that you just recently added do the rules show up appropriately for me at least so that’s a positive step on the other format they still do not show up; regardless, I won’t be using the old format moving forward. There will be no more issues moving forward.

Thank you for resolving this.

Dear Mario / Mr. O Casino, 

Thank you for shedding light on the situation. Once again, it has proven to be quite different from how it initially appeared. I really appreciate your just and equitable decision to recredit the winnings to the player, even in light of their less-than-ideal conduct in their communications with you.

Dear 7yn8tb55dr,  

I trust that Mario's explanation has provided you with the clarity you needed and that you recognize their equitable stance. I understand that the circumstances leading to this may be frustrating, but I encourage you to refrain from any offensive or disrespectful actions, as they rarely contribute to a resolution. I believe you now have a clear understanding of the FRENZY bonus rules, and I trust you will adhere to them should you choose to claim the bonus again in the future.

This being said I am pleased to hear that our involvement played a role in resolving the situation and that you have received your winnings.

We'll go ahead and mark the complaint as 'resolved' in our system. We would like to thank both parties for their cooperation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot Rate Casino Guru An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time.

Best regards,

Michal

Casino Guru