Mr. O Casino - 플레이어의 상금은 카지노에 의해 압수되었습니다.

Ive been playing at MrO for 12-18 months, and have been playing RTG slots for nearly 5 years. I feel deeply disappointed above their behavior tonight after they voided nearly $7K in winnings on a no maximum cashout code.

BACKGROUND:

About 2 weeks ago, I deposited at MrO and used the code "LUCKYUP" which i had used before. I have a problem which i have checked with others who play at MrO, in that the modal windows that pop up dont work for me on the Mrocasino.com website, so I couldnt check the terms of the code. I had used this code previously and assumed the terms were the same. Unbeknowst to me, Mro Casino had changed the terms of the code, reducing the max bet to $2 per spin from $5 per spin. i played, reached playthrough and was $700 approx up. My winnings were voided due to the terms change, that i could not access on the Mro Casino website, and i provided proof of this to the casino. The appeal fell on deaf ears. At that point, i felt i was really unfair but did not fight it.

CURRENT EVENTS LEADING TO COMPLAINT:

I deposited $30 approx last night via litecoin, using a 140% deposit bonus code "CHIPY140" which has a maximum bet per spin of $10. I started playing beary wild, at 60 then 80 cents. Suddenly, the first time in my life, the word jackpot flashed on the screen and I realize I had won $6.9K jackpot.

I was so grateful that in fact after winning the jackpot and given the previous situation with the LUCKYUP code, i went to chat to double check the rules and confirmed that the maximum bet was $10. I went to play several of my favorite games then went over to what has become another favorite game, the new Ronin, i particularly like the free game buy feature. 

I decided to hit the "buy feature" button and was presented with the screen which i have attached. Clearly, i was asked to choose my bet, and i chose $2.50. The buy feature amount was $175.

I went to submit by withdrawal request for $4000 (max per week) and was declined due to not yet having verified my account. I am fully verified on their sister casino, eternal slots. So I submitted my documents, then after those were accepted was horrified to receive a notice of violation of casino terms and voiding of winnings.

The stated reason was that I had placed a $17.5 per line bet totally $175, violating the terms of the match code.

I replied to the email and stated that I never bought any bonus with a bet of $175. I attached the buy feature screen and pointed out that I chose to buy a bonus feature which cost $175 and had a bet of $2.50, well under the $10 max bet limit. There was no response to that email.

I then went to chat, where I repeated the above. The chat agent came back and repeated their position, and insinuated that I had bought 8 features, which was way more than was acceptable. I stated I had no idea that buying features was somehow against the rules and asked for a T&C reference. There was no response to my request for a reference to T&C regarding buy feature.

I do not even understand the argument, as the features are quite expensive, i am sure priced fairly to favor the casino, why else would the buy feature button be present on any casino anywhere in the world that uses the RTG platform?! And I didn't even make money from the bonus buys, i ended up about $400 down when I finished. I thought bonus buys were an integral part of the game. I had come to know and experience bonus buys as having a bet size of the stated denomination, and a buy feature price for 9 spins at 2x in this case.

I told the chat agent that this was just a gimmick to deny me my fairly earned winnings and it was so extremely disappointing when all I had ever done was to proactively try to follow the rules, and behave fairly and respectfully even when things didnt go my way, such as with this casino changing the terms but keeping the same "LUCKYUP" bonus code, (whilst not having compatible programming of their modals so i couldnt check the terms easily before depositing), I tried to work within the guidelines of the casino and just kept depositing.

There has been no further responses to my chat window. 

I am truly at a loss and truly upset at this situation as I consider it a shameless, irrational and nonsensical attempt to deny fairly earned winnings. The buy feature screen itself says CHOOSE YOUR BET and I chose $2.50.

In the historical ledger, the game indicates clearly that it is a buy feature, but inaccurately tabulated the bet size as $175. I did not bet $175 for that spin. I paid $175 to buy a feature, 9 spins at 2x, their records are wrong. The first spin was not bet size $175 nor were the subsequent spins bet size 0. When the spins are happening, it clearly indicates in the bet size window a bet size of $2.50.

Shame on you, this has upset my saturday and I honestly don't know what else I could have done.

Thanks, 

Peter

Hello DUONGA,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Mr. O Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when is your account fully verified?
• Is your current bonus winnings voided?
• When was the last time you spoke to the casino and what was it about?

Please note that buying any features with bonus money counts as 1 bet so even if you have bought multiple spins from it, it still counts as 1 bet.

Looking forward to your answer.

Regards,

Nick

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hi Nick,

Thanks so much for your prompt reply. It is confusing to hear your position on bonus buys because

a. on other casino sites, such as yabby, i am pretty sure i have won a whole game using bonus buys and bonus monies. it was a while ago but not that long ill see if they are still in the ledger.

b. it should be stated in T&C or disabled during bonus play, it should be a known practice amongst players. i swear on all things important that i have never known about this rule or practice, in 5 years of playing at various RTG casinos at least 3 times a week (but mainly at the anden group extreme etc, recently MrO and ritz). as I was trying to communicate in my long winded account above, i am not an idiot and i am not someone trying to get a quick win at others expense. had i known i would never have even thought about buying a bonus as i already won the jackpot, i even went to chat to make sure i knew what the max bet was.

Your questions:

Could you please advise since when is your account fully verified?

I am not sure, but i have submitted again my drivers license, front and back with selfie, and current proof of address on friday prior to the withdrawal. I have lived in NYC for 10 years all my documents are in order, not worried. But they have not changed status to verified.

for the sake of full transparency, i have tried twice with MrO to verify. I am also fully verified since 3-4 months ago with eternal slots, their sister casino (same staff, same games, different branding). I guess they accept your documents then don't give you verified status until you complete a withdrawal. The first time I tried, it was a free bonus and there is a policy of no more than 5 free bonuses in a row. this was early on i had not started depositing or playing thre seriously yet, it was the 6th bonus i lost count, declined and did not give me verified status. Subsequently about a month ago the LUCKYUP incident (changed rules without changing code, i breach max bet of $2, i let it go) i also had winnings voided, didn't get the verified status.

Is your current bonus winnings voided?

Yes, my deposit of $30 and change is all that remains on balance.

When was the last time you spoke to the casino and what was it about?

I have attempted to notify them of formal dispute yesterday, sat 12/21/24 and prior to that chat, where they stopped responding 12/21/24. Email copy below.

I guess at this point considering your position on bonus buys, a position which I honestly have never heard of, is not published anywhere in their T&C, has never been mentioned in any communication, etc. Anyway thanks again for the prompt. response. P

Subject: Formal Dispute – Unjust Voiding of Winnings

Hi MrO Support Team and PitBoss,

I'm escalating this because the reasoning provided for voiding my winnings is fundamentally flawed and inconsistent with the evidence.

Here’s why this doesn’t hold up:

The Buy Feature screen explicitly shows:

"Choose Your Bet – $2.50"

"Buy Amount – $175"

This clearly distinguishes the feature cost from the bet size. I paid to activate spins at $2.50 per spin – well below the $10 max bet limit.

Feature Buys are NOT Bet Size Increases.

Pre-paying $175 for spins does not equate to betting $17.50 per line.

This is a common and standard mechanic across RTG games – one I’ve used at various casinos without issue.

Crucially, all winnings were paid according to the $2.50 bet level listed on the pay table – reinforcing that the system recognized this as my active bet size.

No T&C Prohibits Feature Buys.

There is no clause limiting the number of feature buys or stating they count toward max bet limits.

If buying features violated terms, the option should have been disabled during bonus play.

This Argument Makes No Sense:

I lost money during feature buys. If this was an exploit, it would have been in my favor – not the casino’s.

Even after hitting the jackpot, I proactively verified the max bet limit to ensure compliance.

I have always played fairly and within the rules. This feels like an arbitrary attempt to avoid a legitimate payout by twisting game mechanics that are not explicitly covered in your T&Cs.

I’m giving you the opportunity to reconsider this. I’d prefer to resolve this directly and amicably, but if necessary, I will escalate this to forums, review sites, and licensing bodies to ensure full transparency.

I look forward to your prompt response.

Best regards,

Follow-Up on Bonus Buy Policy – Case for Reconsideration

I wanted to provide further context regarding my case. After winning the jackpot, I took the precaution of reaching out to live chat to confirm the terms—particularly concerning maximum bet limits and bonus-related restrictions. I felt this was a necessary step to ensure I complied fully with the casino’s policies moving forward.

However, despite receiving support and clarification, I inadvertently engaged in gameplay that, I am now being told, violated the terms—specifically through the use of bonus buys. This raises a concern for me because:

• If bonus buys are indeed prohibited during bonus balance play, it was never clearly communicated during the chat interaction, even though I made an effort to verify the rules.

• I assumed that by proactively seeking clarification, I was safeguarding my winnings. I wouldn’t knowingly jeopardize my jackpot by engaging in restricted actions immediately after confirming the terms.

In hindsight, it feels counterintuitive that after taking steps to consult with support, I ended up spending an hour unknowingly invalidating my winnings. The point of seeking support is to prevent these types of misunderstandings, and I trusted that any critical restrictions—especially involving large amounts—would have been flagged or clarified.

I respectfully ask for reconsideration based on:

1. Demonstrated Good Faith – I proactively sought clarification before continuing gameplay, reflecting my intention to follow the rules. There was no deliberate effort to bypass or exploit any terms.

2. Failure in Communication – Despite engaging with support, the alleged violation still occurred, suggesting key terms were either inadequately communicated or misunderstood.

3. Intent to Protect Winnings – It would defy reason to knowingly violate the terms after taking steps to confirm compliance, particularly with significant winnings at stake.

4. Industry Practice and Precedent – From my experience across other reputable casinos, bonus buys during bonus balance play are generally not flagged unless explicitly prohibited, which was not conveyed to me at the time.

I appreciate the review of this case and trust that the steps I took to act transparently and responsibly will be considered in your final decision.

Thank you for your time and consideration.

Hello DUONGA,

Would it be possible to forward the e-mail communication between you and the casino related to this matter to nikolas.b@casino.guru for further review?

Awaiting your response.

Regards,

Nick

PS, do you think it would be ok if i withdraw my initial deposit? they voided the winnings and left only that. its a small amount it would be useful elsewhere however if it causes any dilligence or other issues for my case of course im happy to leave it there until we conclude.

Hi team, not pushing but just ocd that google drive was not visible? let me know if there are any issues that i can solve.

Thank you DUONGA for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thanks Nick and Michel look forward to the next step

Hello DUONGA,

I'm Michal, and I have taken over your complaint. I have reviewed your case and although I understand you feel the need to provide various details that describe the situation, however, I would kindly ask you to focus on the main points and keep your future responses as brief and accurate as possible. Although I can understand the response from my colleague Nick regarding the buy-in feature (buying any features with bonus money counts as 1 bet) might be something new for you, it actually is quite an industry-standard in various casinos. 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,

I would appreciate it if you could provide us with further clarification about the circumstances surrounding the max bet breach in relation to the buy-in feature. While I recognise that this option is not a "must" and the players don't have to use it, I am curious as to why it is available when it may inadvertently lead to a violation of your maximum bet policy while using a bonus. It is quite standard practice for many casinos to restrict special features or specific games/slots that have these features at the software level to mitigate such occurrences. I would appreciate it if you could explain why such measures are not in place in your casino. Upon reviewing your terms and conditions, I did not find any explicit rules that restrict the buy-in feature, so if I understand correctly, the players are free to use such features, which raises the question of why there is no cap on this feature to prevent potential breaches of the maximum bet rule.

I look forward to your response.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Greetings everyone,

Hope you are all doing fine today.

@DUONGA - Please note that I have taken time to review the situation, in order to have a better picture of every segment regarding this particular case.

What I can say for sure is that it is a quite tricky scenario. "Buy Feature" is frequently discussed topic in the online Casino industry, and very often considered a way to manipulate gameplay, Wagering requirements, swinging around the max. bet rule. On the other hand, I must admit that we currently do not hold any Terms that are specifically against this kind of conduct, hence, shouldn't be taken in as a violation.

However, as we have inquired about it with our provider, they've informed us that the Bet value while a player is in the Free Spins feature, is being increased to a certain amount, which in this particular case was in breach with the Max. Bet rule set by the Coupon you've used, our Payment Team had rights to find this being a violation of the Terms, and remove the winnings.

6.6. Betting Limits

(a) To ensure fair gaming practices, all bonus promotions come with a maximum bet limit. Unless explicitly specified otherwise in the promotion, the maximum allowable bet is $/€ 10. Bets exceeding this amount will result in the forfeiture and removal of any winnings from the promotion.

As I am not willing to have anyone leave our community, organization, and platform feeling distinctly dissatisfied with the way their experience/situation was handled, I would like to offer a solution that hopefully will have both parties satisfied with the result:

• The disputed winnings that were acquired while playing your Deposit funds in combination with a "CHIPY140" match bonus, will be partially reimbursed - $3,000.00 to be exact.
• You will be able to Withdraw them in immediate manner.

Let me know what your thoughts are on the proposed resolution, and hope we'll be able to find the best possible outcome.

Thank you for your understanding and patience while waiting for my response.

Kind regards,

Mario Lorenzo

MrO Casino - Management Team

I accept and appreciate the willingness of the casino to go halfway.

I would ask for the benefit of players that MrO make these rules clearer in the future.

I also would like to express thanks to the casino guru team for their tireless work in advocacy and enhancing player casino communications.

thanks. Let me know if we are complete and resolved.

Thank you for your detailed response, Mario / Mr. O Casino team. Given the situation, I believe the offer presented is reasonable, and I'm pleased to see that a satisfactory resolution has been reached for everyone involved.

Dear DUONGA,

I hope Mario's explanation has offered you the clarity you were seeking and that you can appreciate the fair and balanced approach taken in this matter. I completely understand that the circumstances surrounding this situation may not have been ideal for you from a user experience perspective, and I acknowledge that the casino team could have adopted a more user-friendly approach initially; however, I'm glad that our involvement played a role in resolving the situation.

Please let me know if you are satisfied with the outcome so I can mark this case as resolved, or if there's anything else I can assist you with.

I am satisfied and once again thank MrO casino for the win win solution and Nick and Michal from Casino Guru for effective facilitation.

May everyone have a blessed and lucky weekend, cheers from NY

Dear DUONGA,

Thank you for your confirmation. It's heartening to know that our efforts made a positive impact on the situation and to witness that a satisfactory resolution has been reached for all parties involved. 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