CLOSED: Mr O Casino

I have been playing at Mr O since late Feburary of 2024. I have made over 25+ deposits and have made about 4-5 withdrawals. I stopped receiving emails from the casino about a week ago. I contacted customer service they told me to send an email maybe it was a mistake. I did that haven't heard back yet. I tried to use a free coupon after I had made a deposit and it didn't work so I contacted support again to see why and I was told I can't have any free coupons. Wait what why? According to support the only times I had withdrawals was from a free coupon. How is that in anyway my fault? I can't help the fact that I can't ever seem to win on a deposit like never. My highest withdrawal was 50$ but I always always deposit right back when I do win. I asked where it states in the rules that I can't win more than I've deposited I could be wrong but pretty sure that's not how it works. Lots of people have played one spin in casinos and won millions! Mr O rules states as we all know you can use up to 5 coupons inbetween deposits I have never even gone that high before a deposit I make deposits on a regular basis. I feel that them singling people out because we haven't ever made huge deposits is unfair treatment. I don't control the odds I can't control wether I win on a freebie or a deposit! Even winning on a freebie there is still wage requirements and sometimes I have played back 1000s of dollars to cash out 50$. I always keep track of my free coupons and deposit accordingly. I have not violated any rules or tried to ever cash out over max coupon amount. I don't understand why they are singling people out like that I have followed all the rules always.  I would prefer to win on a deposit because I never take a deposit bonus so my deposits are stipulation free so I can win as much as I choose and no wagering but I never can win off one. 

Hello Bonos23,

If you need our assistance, you can send us your casino username via private message, and we'll reach out to the casino rep to check your account.

Thank you.

This casino looks promising and featured and I hope for You All be solved.

I love Mr O and Eternal slots a lot but I have seen complaints similar to what I'm experiencing posted here on LCB and elsewhere. I am extremely disappointed with their behavior in this situation and saddened because they are my two favorite platforms to play on. However fair is fair and I've broken no rules and gambling is a risk on both sides customer and casino. To blame me for winning on free spins and not a deposit is not fair I can't control that no one should be controlling that. I hope it works out to I would hate to not play at neither casino anymore. They won't even answer my emails I made a deposit at Mr O and got told I couldn't even redeem my loyalty spins after a deposit. Why give free spins if you don't want  people to use them.

Hello Bonos23,

Thank you for providing us with your account details. We've sent an email to the casino representative. Please keep an eye on this thread for updates.

Hello there! 

I trust you're doing great today Bonos23, 

Let me just say that I've taken some time to review the situation you've described, and the set of circumstances which lead to the current state of your account has found itself in.

What I have found within my research, it seems to be a misunderstanding and misinterpretation of the specific rule from our Terms&Conditions page, where "Bonus Hunting" phrase is further clarified. If the Casino Management is forced to make the ungrateful decision and mark a certain account as the "Bonus Hunter" classified player, it is due to the fact that the individual's Bonus-To-Deposit ratio has reached a certain degree. At our establishment, that certain percentage is 100% value of your Deposit totals.That is the percentage your Bonus amount must not go beyond in order to keep the account qualified for most of advertised Free Promotions.

Regarding the "5 promotions in between Deposits" rule - I see that this rule is also part of the everyday conversation across many other Forums, as well this one. How it is comprehended, based on most of discussions between the Customers and our Live Chat representatives, is that Player is fully entitled to use all 5 Free Promotions in between their Deposits, without any other circumstances coming into question when it comes to deciding if the player is actually qualified for the respective "Freebie". The mentioned rule is in fact there in our promotional mailers, bonus terms etc. purely to stop someone from going overboard with the number of consecutive Free Bonuses without a single Deposit in between, and the 5th one in a row is the peak limit to which someone can/should reach. 3rd, 4th, and 5th promotion are to be considered "exception" Free Bonus approvals in most cases. 

I truly hope I've provided enough of a "deep dive" into the rules which are followed at MrO Casino, but of course, if there is a need to elaborate on this topic further, I'm completely open to provide more information on this matter. 

Your dedication and kind words about our Team, platform, and all other aspects we offer on a daily basis are highly valued and appreciated, but there are some guidelines that are set and need to be acknowledged.

Best regards,
Mario 
MrO Casino Team

I'm afraid I still don't understand. I don't know what bonus hunting even is first off. I redeem the ones I'm sent to my email. I don't go over five at Mr O before a deposit because that's a rule. Considering I can't get cash back until I repay what I've won on any payout means that technically I'm not redeeming much from the casino because I have to pay my wins back which I still don't quite understand. So if I have never went over the allowed 5 redeemed bonuses in between my deposits then what have I done wrong exactly? I've won off freebie is that the issue as I stated before I can't control that and neither should the casino. How can it be "bonus hunting" or whatever if I payback my wins all except the last one and I follow the rule of five and deposit. Like I said it's unfair to blame me when I've broken no rules and deposit accordingly. So ya I'm afraid I'm not convinced why your actions are justified to you.

I guess I'm asking what rule or term&condition I have violated through my own fault. Is It I redeemed promos sent to my personal email or a coupon from social media? Redeeeming those doesn't violate any T&C as long as I follow the rules of the bonus which I always have. I don't redeem more than five in a row before I make a deposit I carefully keep track of how many I have redeemed in between deposits. You said my bonus redemption is more than my made deposits is that actual bonuses I've won off of or just redeemed and lost? Like I stated before I've had to pay back all my winnings to be able to use my cash back option so I haven't really won much of anything. The only amount not paid back is the 30$ I won a week or so ago. How is that bonus hunting? I do believe bonus hunting by definition is a player who will hunt down the free bonuses and never play to deposit any real cash. A player also tries to gain an advantage over the casino by not using any money of their own or trying to cheat wage requirements by withdrawing any cash matches from the casino without playing the bonus through first. I've been playing online casinos for about 8 months now I have no idea about bonus abuse info is from what I read about it. I haven't abused anything or broken any rules I redeemed what was given, followed the rules, lost some and won a few but I also have used a deposit bonus but one time and I deposit consistently without a bonus. I think it's unfair the casino didn't address their concerns with me before restricting my account and I still don't understand what rules I've broken.

Dear Bonos23,

We've contacted the casino representative and referred to your latest posts. Please keep an eye on this thread for updates.

Ok. Thank you

Mr O it seems took things a step further and I can even earn comp points anymore with or without a deposit  my comp point balance has remained the same I noticed after playing with a deposit that no more comp points were earned and I played for quite a while before losing my deposit all together as usual. I don't understand how they just restricted my account so harshly and offered really no explanation but a reply that didn't explain much and failed to tell me just what T&C I violated. I am thinking it's really all about me actually getting through a wage requirement  and winning off a free bonus that is where it all began..:.:.

I still have not received an adequate response to this complaint that justifies their actions which leads me to believe their isn't one. My account is still restricted for no valid reason and I still can't gain any comp points from gameplay. I truly believe my account was restricted simply because I won off a free play and like I stated I can't be blamed for that. I've read several other complaints resulting in the same thing peoples accounts restricted because they won off a free play regardless of the deposit amounts or number of deposits that have been made even though all rules were followed. This is very shady practice with this casino along with Eternal slots who also has taken away the free daily spins forever promo I signed up with. They claim no more than 10 in a row without deposit well I never have claimed that many without deposits in between but same scenario I won off a free play there and never win off a deposit and they have restricted my account. Why offer something your going to later retract. That's borderline false advertising or bait to get people to sign up!

Dear Bonos23,

We've heard back from the casino rep regarding your case. They explained that your account was credited with at least one free promotion after each deposit, and in most cases, each deposit received multiple consecutive free promotions. They also mentioned that they have provided you with detailed explanations multiple times.

Since their decision is final we must mark your complaint as closed.

Thank you for your understanding.

Nothing seems to get resolved here just what the casino reps say and leave it at that. My complaint hasn't been resolved I haven't been provided any explanations or provided any free plays on my account. It remains exactly the same as it did when I filed a complaint. I haven't violated the rules I should receive the same as everyone else. However, because the casino rep quoted some scripted nonsense about my deposits not being enough even though I deposit every time and your allowed up to five freebies in between is not a resolution or en explanation it's a bunch of scripted unfair nonsense. This complaint isn't resolved!

Dear Bonos23,

As you can see, we did not mark your complaint as resolved, we closed it because the casino emphasized that your complaint was unfounded, and that is their final decision. As a result, we are unable to take further action on this case, and the complaint has been closed.

Thank you for understanding.