MineBit Casino - Player’s account is blocked during KYC process.

Blocked my account on my KYC process. Im uploaded driver license selfie and PDF for adress and after that my account is log out automatically.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• What types of games did you play to accumulate the winnings you were trying to withdraw?
• Have you filled out your player's profile completely and truthfully?
• Have you used any VPN or IP-masking software to alter your real location while accessing this casino?
• Have you contacted customer support to ask about the reason why your account was blocked?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

• I was betting on esports, and I had successfully made withdrawals before.

• When I signed up, I was told that verification wasn't mandatory for withdrawals but could be requested at any time; I asked if there were any issues with me being from Russia, and they said everything was fine.

• Everything is filled out correctly—dates, name, and so on. Over the past year, we’ve had internet issues in Russia, so I sometimes have to use proxies and VPNs, but support never told me that I could be penalized for doing so.

• Support cited the specific points for which I was blocked, but the wording is so vague that any account could be blocked on those grounds.

• A funny detail is that they asked me to retake the selfie several times, and the moment the agent said in the chat that the photo was clear, my account immediately logged out.

i sent you on email document containing the Minebit chat

Hello, all.

In addition to the complaint filed here, I also submitted a formal request to their licensing authority. I received a response today and was able to recover my funds. I consider the dispute resolved; the licensing authority ruled in my favor, which I believe is fair. Below is the reply I received today.

Hi,

Thank you for contacting Minebit Support.

Dear Anjouan Licensing Services Inc. Team,

 

Thank you for bringing this matter to our attention. Please find below our official response to the complaint submitted by Mr. Maksim Tolstykh.

 

We have thoroughly investigated this case and would like to provide the following clarification:

 

Account Status and Withdrawal

We would like to inform you that the player's account has been temporarily unblocked solely for the purpose of withdrawing funds. The player has been notified and is now able to request withdrawal of the remaining balance. Upon completion of the withdrawal process, the account will be closed in accordance with our Terms and Conditions.

 

Reason for Blocking

The player's account was blocked due to identified violations of our Terms and Conditions. Specifically, the player was found to be systematically placing arbitrage bets on sporting events, which is strictly prohibited.

 

Provider Confirmation

The violation was confirmed by our betting data provider. This confirmation served as the basis for our decision to close the account.

 

Additional Clarification Regarding the Dispute

We would also like to address the player's claim that the block occurred during the KYC process. While it is true that the account was under verification at the time, the decision to block was based solely on the betting activity itself, not on the verification documents. The player's documents were reviewed, and no issues were found regarding identity verification.

 

Current Balance

At the time of the block, the player's balance was 449.69 USD. The remaining balance available for withdrawal at the time of the unblock is 449.69 USD.

 

Conclusion

We consider this matter closed, as the player has been given the opportunity to withdraw their funds, and the violation has been confirmed by the provider.

 

Yours sincerely,

The MineBit Security Team

If you need any additional help, simply reply to this email — our team will be happy to assist you.

Best regards,

Minebit Support Team

Dear alterburn,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. 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 https://www.trustpilot.com/evaluate/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,

Veronika

Casino.Guru