MrO Casino - Support and Complaints Thread

Good day/evening LCB community! 

It’s been quite the journey, but we’re finally here. Live and ready to go for any concerns our awesome players might have. At your service is the best of the best – Mr. O, alongside the best Support Team around.

You can reach them via Live Chat 24/7, ready for anything that comes your way. Got a question? Don’t hold back! We’re here to make your experience unforgettable. 
Mr. O is on standby, sharp and ready to roll!

Welcome to our forum! Happy to have you here! 

Welcome to the LCB forum!

Welcome to the BEST forum! We are glad to have you here, assisting our dear members 

##DON'T IGNORE### ['-'] ALL THE EVIDENCE I NEED By the way. F- everyone who thought I was lying. Yall some B####@$$ M-Fs I'll take my money now thanks https://drive.google.com/file/d/1-5xsApCLrZoJYmDGRR3wjm7lZCfm3t1z/view?usp=drivesdk

Disputed amount: 1150$

Casino: MrO Casino

Case #: 2892

Oh by the way all this was done off of a 4$ cashback. So you be the judged. 

Dear Dustin VanCamp,

We are unable to access the files you uploaded, but you can forward them to us via private message. Also, could you please clarify what the issue is?

Thank you for your cooperation.

Dear Dustin VanCamp,

For your complaint handled HERE, the casino representative has already provided a detailed explanation regarding your case. Cashback terms are clearly stated on the website, and it is always advised to review the terms and conditions before playing and claiming any bonus.

Thank you.

How can the terms apply to one bonus but not the other? You guys are freaking crazy and I've provided more than enough to process that mro is bullshit

If you ever wonder why MrO support staff is criticized so much for how bad they are let me give you an example.  They have a coupon listed as Elite Spins or EFS120.  Under the coupon it states in black and white verbatim:  “Make your daily deposit and grab 120 free spins!  Lets go!”

That’s pretty clear is it not? But yet when I went to use it Luca their support Agent who is always cocky and rude refused to honor it stating it’s not available on the weekends!  Problem is that it clearly states the fact that it’s available daily and despite this he refused to honor it and even ended the chat with a smart ass remark!  Hard to believe a company that requires a players trust has an idiot like that working in a critical position.  It’s also hard to believe they would have a coupon listed with clear rules for everyone to see and not honor it!  Between the glitches and machine malfunctions and now this, it’s quite clear that this casino has become train wreck and the only thing worse then their system and support are their games!!  Wash your hands of this place; it’s garbage!

I played through the bonus bet amount limit and went to Cashout $300 and not only did they deny my withdrawal they took all money. They said because I play 2 restricted games after the bonus amount was reached. I lost money in both games. All the money I won came from an approved game. Please help.

Casino: MrO Casino

Case #: 2936

Hi Jj11111,

We have received your complaint and are looking into it. Could you provide us with more information:

• Why did they deny your withdrawal?
• Did you fulfil all the bonus requirements?

In most of online casinos, once the wagering requirements for a bonus are met, you must withdraw the maximum allowed amount for that promotion. Until the withdrawal is completed and your balance is below $1, you won’t be able to generate any new winnings unless you make a new deposit.

So, when you continued playing other games without withdrawing your previous winnings from the bonus, you violated the bonus terms.

Thank you

Hi Jj11111,

Any updates on your case?

If you still need our assistance on your case feel free to contact us.

Hi Jj11111,

Since we haven't heard back from you we will have to close this complaint due to the submitter's inactivity.

Hello there, Jj11111,

Hope you're doing well today.

Please note that I am truly sorry you've experienced the loss of your winnings recently.

By the information I was able to get from the Payments/Support Team back here, it was pointed out to me that you have played two restricted game groups(BlackJack & Tri-Card Poker) with the Tournament reward bonus.
Our Payments Team was simply not allowed to make any potential exceptions with this Payout request... 

However, I would be happy to assist you by providing this reward for the second time, for you to try winning once again. I hope that will easen up the experienced inconvenience. 

Looking forward to your response! 

Regards,
Mario 
MrO Casino Team 

They're trying to make me jump through some bizarre hoops for their verification process saying something about fraud and needing a better document for proof of address even though I uploaded the pdf my electric company sends me and all my other ID information being used at multiple online casinos without incident.

Disputed amount: 50$

Casino: MrO Casino

Case #: 3064

Dear Joshua Best,

When it comes to verification, please make sure that all documents you submit are clear and fully visible. All details must be clearly visible in selfies, scans, or copies. Make sure the documents are not cropped, blurred, or edited in any way, this is one of the most common reasons for delays or rejections. You can read more about proper KYC document requirements HERE and HERE.

Please note that the verification process is an important part of most online casinos, especially due to increasing risks like fraudulent activity, underage gambling, and regulatory requirements.

We’ll reach out to the casino representative and request further clarification regarding this matter.

Thank you.

Hi Joshua Best,

Could you please give us an update on the status of your verification process?

Thank you.

Hello Joshua Best,

Could you please let us know if you have managed to pass the verification process? We have also contacted the casino rep regarding this.

Thank you.

We have received a response from the casino representative stating that the member Joshua Best did not proceed with the verification process. Therefore, we will be closing this complaint due to the submitter’s inactivity.

I HAVE A STORY FOR Y'ALL!!

I feel like I have exhausted myself dealing with these online casinos. Let me summarize what's going on with me. 

I was a VIP with Inclave Casinos, I'd made it to level 4. I was getting great coupons, perks. Until I won too much. I won approximately 20k. The first 10k came easy via coindraw, took about two days. But when I went to do the second round of coindraw, they took my VIP and I was no longer able to get the fastest method. They told me "the algorithm" saw I was a player that didn't need perks to win a lot. So, no coupons, high playthrough, NO COINDRAW.

The remainder of my winnings had to be processed through regular bitcoin withdrawal which is supposed to take approximately 20 days from approval to cashout. It's going on 2 months and I still haven't gotten approval for some of them. After approval, it's supposed to take up to 10 days to get the actual withdrawal.

Let's fast forward, looking for a new casino group to play with, came across Mr. O. Played some free spins with them a couple of years ago, had a previous account. Saw a good coupon, played it won 1.5k didn't get it because I was playing bets higher than $5.00.  My fault, never had a bet requirement or restriction on a coupon with Inclave. 

Two weeks later, tried again. Used some coupons, then decided to deposit with out coupons. Several deposits totaling approximately 1k. I won! 2.7k, time to withdrawal. NOPE need verification. Fine, I send my current address information, just moved on 3/27. Doesn't match my file, scratching my head.... 4 emails later I finally sent information for my past three addresses because I don't know what they had on file, I can't see details in my account. I asked what was on file and they wouldn't tell me. I finally got a chat agent to verify it was a two year old address. Sent information for the old address. Not accepted. Told them that I moved three times since 2020. Asked to change my address, did not acknowledge my request. They keep sending me canned emails. Then I was accused of fraud. They now want me to walk around the house I lived in two years ago, 15 miles away, on video. So, I sent a very detailed email with my address history. I included bank statements, leases, water bills, electric bills, marriage license, Texas DPS address change and license renewal with the new address, passport, license, credit card statement, car insurance for the last THREE ADDRESSES. And do you know what they responded with the same canned emails copy and pasted accusing me of fraud and to send the video of the address on file. And if they aren't satisfied with what I send, my winnings are forfeited. 

Now, here I am today with no results, no withdrawal, out of 1k from playing, 14 emails, about 20 documents, 2 videos and a partridge in a pear tree. 

I have been dealing with chat agents who know nothing, support@mrocasino.com, banking@mrocasino.com and now I've included the pitboss@mrocasino.com. 

They pride themselves on quick withdrawals but the mention nothing of the verification process which includes privacy violations and slander. 
Truthfully, I don't think they want to pay me. 
I don't know what to do. 
Someone enlighten me please, I'm desperate. 
 

Thank you all for listening!

E

Dear LadyRica,

Welcome to our forum and thank you for bringing this to our attention!

Please note that during the verification process, casinos often use additional methods to confirm a player’s identity (such as video or audio calls, notarized documents, etc.), especially in situations related to proof of residence, general security reasons, or if there is any suspicion of potential fraud.

We do understand your reaction to this request, especially since this particular verification step is not currently mentioned in the casino’s Terms and Conditions. When contacting the casino representative, we will make sure to point that out as well.

Please send us the email address you used to register with the casino via private message so we can reach out and gather more details about your case.

Thank you.

Dear LadyRica,

Could you please let us know if there are any updates regarding your verification process at MrO Casino?

Thank you.

Since we never received member's username we'll close this complaint due to the submitter's inactivity.

This recently happened to me and I asked to delete my account.  That was a mistake. How can I get my account back?

J***** is my username 

I would not waste your time and your money if I were you. I just had my MR O and Eternal Slots deactivated and set for deletion because I have deposited so many times (40+) and have cashed out maybe $50 once or twice in total. Instant cash outs with no max deposits coupons is apparently too good to be true. Their slots are god awful.

Hello jflo87f,

Could you please explain in a bit more detail what the exact issue is? Have you already contacted the casino’s support team about this, and if so, what response did you receive?

This will help us better understand your situation and see how we can assist.

Thank you for your cooperation.

Hello jflo87f,

Could you please let us know if you still need assistance?

Thank you.

Hey there! Just wanted to say how awesome it is to see you all live and ready to help. Big shoutout to Mr. O and the whole Support Team for being on top of it 24/7. It’s really great knowing you’re just a chat away whenever we need anything. Here’s to an amazing experience ahead—can’t wait to see what’s next! 🚀👍

You guys shouldn't be allowed to yo post lies to get people to deposit I your site we never win on. Yesterday you guys posted on twitter that code sat234 would work after $20 deposits and 5hat it would work for next 24 hours but when I tried using it long before the24 hr period it got denied. I have used 5his code thus was many times before no problem but now you guys are just lying on your post! And when I asked email support for help first email I got ignored and second email they basically a,so ignored me because literally the only thing they said back was that it expired 13 hrs ago (at midnight) even though they were completely ignoring the fact that their post said next 24 hrs.LIARS LIARSLIARS!!!!!!!! And now 5gey refuse to make it right!!!!!!

Since we haven't heard back from the member, we will consider this case CLOSED due to the submitter's inactivity.

Hello slj911,

Thank you for bringing this to our attention. If you'd like us to reach out to the casino rep regarding this, please send us your casino username or the email address you used to register, via private message.

Hello slj911,

Could you please let us know if you need assistance?

Thank you.

Since we haven't heard back from the member, we'll consider this case CLOSED due to the submitter's inactivity.

So maybe you can explain to me since helping others i got free spins in a email and thought would come try your casino and talked to customer service on what needed to do to cash out winnings and I screenshot all the conversation before was blocked but as I was told the bonus was for 50 dollars and not to make a deposit tell withdrawled the bonus winnings I tried and got denied and winnings taken for it and went back to ask them what happened and they told me my winnings were void cause didn't make deposit I asked if needed to before all this and was told no so they took my winnings and blocked me and now won't answer my emails I've got all documentation on this from the chat when they told me what to do and asked several times how much needed to put in for deposit and never answered they just have blown me off so now after all this I defently don't feel comfortable making deposit there I'm sure u wouldn't either but how that I have all the evidence I do im thinking of letting others know not waste time and find legal help cause that is misrepresentation to false advertising and all so maybe if someone in your dept can explain to me what I did wrong because this is crap just wanted try a crypto casino how low to get people's hopes up and just screw them over and block them from chat so let me know so I can figure out how to deal with this thanks for your time 

Hello Ian Costa,

Welcome to LCB, and thank you for bringing this to our attention.

Could you please send us the screenshots of your conversation with the casino's support team via private message, along with your casino username?

Once we receive those details, we’ll reach out to the casino representative and request further clarification regarding your case.

Thank you for your cooperation.

Thank you for sending the screenshots and your casino credentials, Ian Costa. We have forwarded your complaint to the casino rep. Please follow this thread for further updates.

Hello Ian Costa,

We still haven't heard back from the casino rep, so we've sent them a reminder. In the meantime, have there been any updates or progress on your side?

Thank you for your patience.

Thank you for reaching out and expressing your concerns.

As outlined in our terms and conditions, players are permitted to claim up to five free promotions between deposits. That is the reason your winnings were unfortunately voided, as you have exceeded this limit. This was also communicated to you via email.

Additionally, we have noted that you maintained two accounts, which is in violation of our terms and conditions. This is another contributing factor, as one of the chats you referred to occurred on a separate account where you only claimed the welcome bonus.

For your reference, the relevant terms are included below.

We trust this provides clarity on the matter. Should you have any further questions or require additional assistance, please feel free to contact us.

4.1. Opening your user account is necessary in case you wish to place bets. This is what it entails:

(a) As a player, you can have only one valid account. In case we establish you have more than one account, all your winnings will be considered void, and the casino may close all accounts and annul any bonuses, winnings and similar.

6.1. Overall Bonus and Promotion Rules

(d) Free bonuses are only accessible when there are no pending payout transactions linked to the Player’s account. Consecutive claiming of free bonuses is not allowed; there should be at least one deposit made between them. Should it happen, for whatever reason, that a player has claimed more than 5 free promotions in a row, these may result in voided winnings due to free bonus abuse.
 

Regards,
Zack
MrO Casino Team 

Since we have received a clear explanation from the casino representative regarding this case, we will now mark it as resolved.

This has to do with repeated software glitches and the games in ability to run at a normal rate unless you’re losing every time you’re doing well some glitch happens that doesn’t allow you to get back onto the game for countless minutes and then once you are able to get back on the game the rate at which it was winning or losing is completely different And this company is one of the worst

Casino: MrO Casino

Case #: 3274

Hi JayTee1125,

Thanks for reaching out.
We haven’t had any reported issues like the ones you mentioned, so it might be worth checking a few things on your end—clearing your cache and cookies, making sure your internet connection is stable, and ensuring your device is up to date. Some of the newer games can require a bit more from your phone or browser to run smoothly.

We understand it can be frustrating when things don’t go your way, but we can assure you the games run on certified systems with fair play standards.

If you continue to experience issues, you may reach out for further review via our official email, and we’ll be happy to assist you there.


Best Regards,
Dustin

Dear JayTee1125,

Could you please confirm if you have seen the rep's response?

Thank you.

Since it's been more than 48 hours and we haven't heard back from the member, yet we have the response from the casino, we will mark Case #3274 as resolved.

Warning: 2 times they've v0ided my winnings fr0m c0des even th0ugh 98% isnt w0rking. SCAMsite

Hello Robinb014,

Thank you for bringing this to our attention and sharing your feedback with the LCB members. If you would like us to contact the rep and look into this further, please send your casino username or the email address you used for registration via private message.

Is there any one who already claimed the no deposit bonus and  withdrawal it  i was able to made the amount of money by playing but they verification tesm took already 15 dats to just verify  my account even noe they are asking for the  docoment ni send a bunch of doc but not ger the solution yet😥

Yeah I also feell that some code work and i agree i got some free bonus and it was so so tough to get wagered but end of the dy i did it somehow but i feel tht this very mouch unfear with a user by askimg that much information for verification and taking so long time this work looses the genosity of playing

Hello Bajesele340,

Thank you for sharing your feedback with the LCB members. Should you need assistance, we're here.