Mr Bit Casino - Pelaaja haluaa sulkea kasinotilinsä.

I haven't been able to close my casino account for a month. We write to the support email after email and they do not close my account. They just ask me why and such nonsense.

От един месец не мога да затворя сметката си в казиното. Пишем си със съпорта мейл след мейл и те не затварят моята сметка. Само ме питат защо и подобни глупости.

Dear Taktik123,

Thank you for contacting us. I have checked the casino’s website for options to close an account and unsubscribe from all correspondence with the casino and its services and this is what I found (here):

"3.12. If you wish to close your account, you may do so at any time, either by setting it in your account or by contacting customer support at support@mrbit.ro; Any funds in the Avento MT Limited Account will be remitted to you. The effective closure of the Account will correspond to the termination of the Terms and Conditions, however, any obligations already entered into shall be honoured."

When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence if it’s visibly marked you stand a better chance to have your request granted as soon as possible.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings Mr Bit Casino, 

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to support@mrbit.ro and keep me informed about any further developments. Thank you in advance.

Best regards,

Kristina

Hello,

I sent the email you told me to. I will wait for an answer from the casino.

In previous communication we had gone so far as to have a casino manager contact me about closing, but nothing happened. When I asked again yesterday what was going on, they started with the questions all over again.

I hope that after this email that I just sent, my account will be closed already.

I will inform you of their response

Greetings

Здравейте,

Изпратих мейла, който ми казахте. Ще изчакам отговор от кзиното.

В предната комуникация бяхме стигнали до там, че мениджър на казиното щял да се свърже с мен за закриване, но нищо не се случи. Когато вчера пак попитах какво става започнаха с въпросите отначало.

Надявам се след този мейл, който сега пратих, вече акаунта ми да бъде закрит.

Ще Ви информирам за отговора им

Поздрави

Hello, they answered me, but I don't want to go into explanations of why, what and how.

I just want my account closed. I think they are questioning me on purpose to give up my choice

Here is their answer. If you want I can take a photo of the email and send it wherever you say.

"I will assist you with blocking. Just to clarify, you do not want to play this type of games because it negatively affects your life?

Or is there another reason? I kindly ask you to provide me with it

Здравейте, отговориха ми, но аз не искам да влизам в обяснения защо, какво и как.

Искам просто да ми затворят акаунта. Мисля, че нарочно ме разпитват, за да се откажа от избора си

Ето отговора им. Ако искате мога да снимам мейла и да го пратя където кажете.

"I will assist you with blocking. Just to clarify, you do not want to play this type of games because it negatively affects your life?

Or there is another reason? I kindly ask you to provide me with it "

P.P.

Could you tell me where I can officially file a complaint about them? To which regulator?

П.П.

Бихте ли ми казали къде официално мога да подам жалба за тях? Към кой регулатор?

Thank you for your reply, Taktik123. Any good casino will ask players for their reason behind the account closure request. They just want to make sure that players who have gambling problems get the best possible options to avoid playing again.

I am sorry, but we can't do more but recommend that you cooperate with the casino if you want to close your account.

Please, let me know if there is anything else I could help you with, otherwise, I will be forced to close this complaint.

Hello,

Then I will write that I have a gambling problem and hopefully they will close my account finally.

I can't write for 1 month that I want my account to be closed, and they don't close it and ask me what not.

Здравейте,

Тогава ще напиша, че имам проблем с хазарта и дано ми затворят акаунта най-накрая.

Не може 1 месец да пиша, че искам да ми бъде затворен акаунта, а те да не го затварят и да ме питат какво ли не.

Please, let me know when the casino blocks your account.

Blocked it already.

Блокира го вече.

Dear Taktik123,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru