Mr Bet Casino - Depozit igrača je odložen i nije vraćen.

subject: $50 Interac deposit received by merchant but neither credited nor refunded

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Full Description

On May 7, 2026, I made a 50 CAD deposit via Interac e-Transfer to Mr.Bet.

After completing the transaction, I received confirmation from the payment processor that:

• the transfer was successfully received
• the merchant was notified to complete the transaction

However, the funds were never credited to my casino account.

I contacted Mr.Bet support, and they informed me that:

• the deposit was rejected due to a monthly deposit limit

While this explains why the funds were not credited, it does not explain why the funds were not returned.

Payment Details (for moderator verification)

Amount: 50 CAD

Date: May 7, 2026 (03:10 UTC)

Transaction ID: [redacted]

Interac Reference Number: [redacted]

Payment Method: Interac e-Transfer

Processor: Loonio

Payment Provider Confirmation

I contacted the payment processor (Loonio), who confirmed that:

the transaction was successfully processed and completed

the funds were transferred to the merchant’s receiving institution

the funds are no longer held on their side

Current Situation

• Funds were debited from my bank account
• Funds were successfully delivered to the merchant
• Funds are not in my casino account
• Funds were not returned

The casino continues to claim the deposit was rejected but has not provided:

• proof of refund
• refund transaction reference
• confirmation of return to the original payment source
• Problem

This situation creates a contradiction:

• the payment processor confirms the merchant received the funds
• the merchant claims the deposit was rejected

Despite this, no refund has been issued.

What I Expect

I request that the casino:

refund the 50 CAD immediately

Additional Notes

The issue has been ongoing since May 7, 2026, with no resolution.

The repeated requests from the casino for additional documents appear unnecessary, as:

1. the transaction is fully traceable
2. the payment processor has already confirmed successful settlement
3. This suggests a possible internal reconciliation issue on the merchant’s side.

Conclusion

The funds were successfully transferred, but neither credited nor returned.

I kindly request Casino.Guru’s assistance in resolving this matter.

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Dear petitgamer,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate but bear in mind that it’s a complicated process that takes one month approximately. In these cases, the casino usually has its hands tied.

I’m sorry that we couldn’t be of much help at this time. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.

Best regards

Jean

Update:

Since opening this complaint, the casino's position appears to have changed.

Initially, I was informed that my 50 CAD deposit had been rejected due to a monthly deposit limit. However, despite the payment processor confirming that the funds were successfully delivered to the merchant, the funds were never returned to me.

More recently, the casino informed me that my account remains blocked because it still contains a balance and that I will be able to withdraw my deposit once the self-exclusion period expires.

This raises an important question. If the deposit was rejected due to restrictions on the casino's side, the funds should have been returned immediately to the original payment method. Instead, the casino retained the funds and is now stating that they may be withdrawn at a later date.

The casino has therefore acknowledged that funds corresponding to the disputed deposit exist on their side, yet those funds have not been returned despite repeated requests.

I am not requesting access to gambling services. I requested self-exclusion due to gambling-related concerns and simply want the disputed 50 CAD returned.

I respectfully ask the casino to explain why funds that were allegedly rejected because of the casino's own deposit restrictions were not returned immediately when the transaction was received.

After more than a month, the funds remain in the casino's possession while I remain unable to access them.

Thank you.

Update:

Since filing this complaint, the casino has provided several written statements that significantly change the nature of the dispute.

On May 22, 2026, the casino informed me:

"The deposit is not lost. Due to the deposit limit that you set on your account, the deposit could not be credited."

This statement acknowledges that the casino received the funds and that the deposit was not lost.

On June 16, 2026, the casino further stated:

"The issue was resolved and the deposit of 50 CAD was credited to your account. We advise you to create a withdrawal for this amount when your Self-Exclusion limit expires on July 8."

This statement explicitly acknowledges a deposit amount of 50 CAD.

Most recently, on June 22, 2026, the casino informed me that after the self-exclusion period expires, I will be able to request a withdrawal of CAD 45.50, referring to this amount as the remaining balance on the account.

The casino has not explained why the amount changed from the previously acknowledged 50 CAD deposit to 45.50 CAD, nor has it provided any transaction history or account statement showing how this deduction occurred.

At this stage, the casino appears to acknowledge that it received and credited the disputed funds. The remaining issue is that the amount has changed without explanation and the funds have still not been returned.

I respectfully request that the casino provide a complete transaction history showing how the acknowledged 50 CAD deposit became a balance of 45.50 CAD, and identify the reason for any deduction.

Thank you very much for clarifying the issue, petitgamer.

The image you posted in your previous message was small and blurry. Could you please forward it instead to my email and all relevant correspondence between you and the casino to jean.s@casino.guru?

I understand this may take time, so I appreciate your assistance.

Hello, i have forwarded you the back and forward emails with Mr.bet. thanks

I have received your emails.

The casino said that your account is suspended because of a self-exclusion that you requested and that you can request withdrawal of your missing deposit after exclusion limit expires.

Could you please clarify the date when you requested self-exclusion?

Was it after not receiving the missing deposit?

Could you also please clarify for how long is the self-exclusion? Do you still have a remaining real money balance in your account, excluding the missing deposit?

The self-exclusion was requested after I did not receive the missing $50 deposit that was made on May 6. If I remember correctly, the self-exclusion period was for one month.

To clarify the situation:

I requested the recovery of my money because the $50 deposit was never credited to my casino account. Since the casino insisted that they had never received the funds, I decided to request self-exclusion because I saw no reason to keep my account open with a casino that denied receiving my deposit. In my experience, when an Interac deposit fails at other casinos, the funds are automatically returned to the sender. The fact that this did not happen was a major red flag for me.

Later, once it was finally proven that Mr Bet had indeed received the money, they changed their position and began using my self-exclusion as a reason not to return my funds.

I requested self-exclusion for responsible gambling reasons. When a player requests self-exclusion, the operator is expected to close the account and return any remaining balance belonging to the player. In my case, the funds were never credited to my account because of the deposit processing issue. This demonstrates that their payment system did not function correctly.

In summary, after their system failed to either credit my $50 deposit or automatically return it through the original Interac payment method, Mr Bet chose to keep the money instead of resolving the payment issue. They are now relying on my self-exclusion to avoid refunding funds that should have been returned through the original payment method in the first place.

I also explained several times that access to this gambling website is blocked by my Internet provider as part of responsible gambling protections. Therefore, it is unreasonable to expect me to log into their platform to request a withdrawal of money that should never have remained on their platform. The correct solution would have been to return the funds through the same Interac payment method used for the original deposit.

Thank you for providing the additional information and forwarding your correspondence with the casino.

Based on the information available, it appears that the original issue resulted from the monthly deposit limit that was active on your account. Unfortunately, it also seems that this was not explained to you clearly at the time. Had you been informed that the deposit had not been lost but was affected by the deposit limit, you may have been able to resolve the matter much sooner by requesting an increase to your deposit limit instead of assuming that the funds had been lost. It is understandable that, believing the casino had failed to process your deposit, you decided to self-exclude, which inadvertently prolonged the resolution of the issue.

Now that your self-exclusion is due to expire tomorrow, your account should become accessible again, and according to the casino, the original issue regarding the missing deposit should be resolved. Before we proceed further with the complaint, could you please let me know how you wish to proceed?

If your concerns now relate to your self-exclusion, if you want to extend it or not, please let me know so that I can determine whether there is anything further we can do to help.

As i do not have access to their platform, it is better to permanently close my account and then they refund me my 50$.

Dear petitgamer,

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, Munya, (munya.s@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,

Jean

Dear petitgamer

I am sorry to hear about the issue you are experiencing with the casino. I appreciate you bringing this matter to our attention.

I will contact the casino on your behalf and do my best to facilitate a fair and timely resolution. If any additional information or documentation is required during my assessment, I will let you know.

At this point, I would like to invite a representative from Mr Bet Casino to join this discussion and provide their comments regarding the matter.

Dear Mr Bet Casino,

Could you please review the player's complaint and share your comments on the issues raised? If applicable, kindly include any relevant information or evidence that may assist in clarifying the circumstances of this case.

Thank you in advance for your cooperation. I look forward to your response.

Dear Munya,

We would like to inform you that the disputed amount of CAD 50 has been credited to the customer's account and is now available for withdrawal.

Please note that the customer's Self-Exclusion period expired on 8 July 2026. However, the account remains Suspended following the customer's request for permanent account closure due to gambling-related concerns.

As a result, the customer is unable to make deposits or participate in any gaming activities. The customer may, however, log in to the account solely for the purpose of submitting a withdrawal request. Once the withdrawal has been processed, the account will be permanently closed in accordance with the customer's request.

Kind regards,

Mr Bet Team

Mr Bet Casino

Thank you for taking a proactive approach towards this matter. I am looking forward to the finalization of the case soon.

petitgamer

Kindly take note of the casino's communication and act as advised. Please update me once you have received your funds.

Hello Mr Bet and Guru Team.

Thank you for your update.

Unfortunately, the casino's response appears to be a generic reply and does not address the main issue I have explained several times throughout this complaint.

As I have repeatedly stated, I do not have access to Mr Bet's platform due to gambling regulations in my jurisdiction. This is not a matter of my account being suspended or self-excluded—I am physically unable to access the website to log in and submit a withdrawal request. I have already provided screenshots demonstrating this limitation.

For this reason, I respectfully ask Casino Guru to continue facilitating this dispute and request that Mr Bet process the refund externally by returning the CAD 50 to the original payment method I used for the deposit. Since I cannot access their platform to request a withdrawal, requiring me to log in is not a practical or possible solution.

I kindly ask the casino to address the actual issue rather than providing a standard response that assumes I can access my account. Please confirm that the funds will be returned to my original payment method or advise on an alternative withdrawal process that does not require access to the website.

Thank you for your assistance, and I look forward to your response.

Mr Bet Casino

I would kindly ask you to share your thoughts and advice on how the player can be assisted, given the issues they have mentioned in their last message.

Dear Munya,

We kindly ask the customer to check their email inbox, as our Customer Support team has just provided instructions that should help resolve the login issue.

Kind regards,

Mr Bet Team

Hello Munya, Casino Guru Team.

Thank you for your continued assistance.

Unfortunately, the casino's latest response still does not address the actual issue raised in this complaint.

The email they sent simply instructs me to try accessing another domain. As I have already explained several times, this is not a browser or computer issue. My Internet Service Provider blocks access to the casino's domains due to regulatory restrictions in my jurisdiction. Changing the URL does NOT resolve that underlying restriction.

More importantly, I am not requesting technical support. I am requesting a practical way to withdraw or refund my funds without requiring access to the casino's website.

I have repeatedly asked the casino to return the CAD 50 using the same Interac payment method that was successfully used for my deposit, or to provide another withdrawal procedure that does not require me to log in. So far, they have not answered that request.

I respectfully ask Mr Bet to respond specifically to the following questions:

Will the casino return the funds using the original Interac payment method?

If not, what alternative withdrawal process is available for a player who cannot access the platform due to network restrictions beyond their control?

Providing another login link is not a solution to the issue being discussed in this complaint.

Thank you for continuing to facilitate this matter.

Hello Casino Guru and Mr Bet.

For completeness, I am attaching two additional screenshots showing the result when I attempted to access the latest domain that Mr Bet's support team instructed me to use by email.

As the screenshots demonstrate, I followed the casino's instructions, but I am still unable to access the platform. Therefore, I remain unable to log into my account to request a withdrawal.

At this point, I believe I have provided sufficient evidence of the access issue. My complaint is NO longer about troubleshooting website access.

My request remains unchanged:

Will Mr Bet return my CAD 50 using the original Interac payment method?

If not, what alternative withdrawal procedure is available for a customer who cannot access the platform?

I respectfully ask the casino to answer these questions directly so that this complaint can move toward a resolution.

Mr Bet Casino

May I know whether it is possible to issue a direct refund to the original payment method without requiring the player to log in and submit a withdrawal request? Considering the situation at hand, I believe you should consider assisting the player in this way.

Hello Munya,

I would like to inform you that today I received the CAD 50 back in my bank account.

The issue has therefore been resolved to my satisfaction.

I would like to thank you and the Casino Guru team for your assistance and for facilitating communication throughout this dispute.

The complaint may now be closed.

Kind regards,

petitgamer

Dear petitgamer,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Munya Shumba

Casino.Guru