mBitCasino - Pelaajan tili on suljettu KYC-ongelmien vuoksi.

In 10/08 i played on MBitCasino with a deposit of about 50$, got a luck streak and made 220$ and decided to withdraw

Got instantly hit with KYC

Did the process, they denied my selfie and my Proof of Address (selfie they said my signature looked fake and POA they wanted it in paper form)

So i resent both new versions with selfie with a more clear image and printed the POA since i had PDF format on it only and sent to them.

Today i got the information they closed my account for using "fake information" and didnt gave me any other information on that, so basically this shady no-KYC on deposit but KYC on withdraw when you win worked for them, now i dont have both my winnings and my deposit because this scammers couldnt understand what i sent to them or give me proper informations on what to do during KYC

Will attach all proofs on the next message

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

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.

• Could you please forward me the documents that you sent to the casino for the verification of your account? My email address is veronika.f@casino.guru. Kindly include your conversations with customer support regarding the verification process, as well as their communication stating that they considered some of the documents you provided to be fake.
• What types of games did you play to accumulate your winnings? Did you accumulate these winnings with or without a bonus?

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

Forwarding them now

Mostly table games if i remember properly, cant check since im out of account, didnt use any bonuses, balance was raw

Thank you for your email. However, in addition to the documents you have already sent me, I need you to forward the complete email conversations with the casino’s customer support, including all previous documents and photographs you provided to the casino as part of the KYC verification process.

Please make sure to include the full, original email threads so that we can properly review the entire verification process.

Thank you for your cooperation.

All information sent to your email Veronika

Dear ScammedByMbitCasino

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, Barbora (barbora.p@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,

Veronika

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite mBitCasino representative to join this conversation.

Dear mBitCasino,

Could you please provide clarification regarding this case?

Thank you in advance.

Hello,

Thank you very much for inviting us to provide a response. We are currently looking into the matter and will get back to you with an update as soon as possible.

Best regards.

Thank you MbitCasino for the fast answer

I hope we can get to a resolution, sorry for the harsh treatment at the start

Hello,

We have requested that the client provide updated documents.

The message was sent five minutes ago.

Best regards.

Appreciate the answer mbitcasino

Just sent a question through email and will add here for casino guru to be aware too of the issue:

Hey Creed, i just have a small issue with this paper form thing, my bills nowdays come digitally, which means i get is only PDFs of them, thats why i had to print it last time and send here (and probably why it was rejected)

How can we sort this out considering nowdays its quite uncommon to get bills in your door? First time on a KYC request that im required a paper form and PDF format gets denied

Just got an answer back from mbit and they said they cant take PDF documents and only paper format.

How can we proceed considering my bills are digital? Dont you guys think this is unnecessary hasle since nowdays most bills come digitally?

I dont see how they would prove anything else getting a paper format bill too, has the same value from a PDF one

Dear mBitCasino,

Could you please let us know if there is any alternative document the player could provide in this situation? Since his bills are only available digitally, it would be helpful if you could suggest another type of Proof of Address that you would accept.

We’d appreciate your help in finding a practical way for the player to complete the verification.

Thank you.

Hello,

Thank you both for your responses.

To provide proof of address, please submit a paper document. It can be different from the ones previously mentioned.

Our team is currently discussing this matter with the client to ensure everything is handled smoothly.

Best regards.

Just to be clear with Casino Guru staff, i was informed through email that they wont accept PDF format documents and that i should seek paper documents

So they basically refused opening a new option to me considering the situation

Dear mBitCasino,

Thank you for the clarification.

Since the player has confirmed that his bills are only available digitally and you do not accept PDF versions, could you please specify which paper documents would be acceptable as Proof of Address?

For example, would a bank statement, government letter, or another official document in paper form be accepted?

We would appreciate it if you could provide the player with at least one practical option so that he can complete the verification.

They sent me that information through email, so im aware of the options

The issue here is what if i cant get my hands into paper form documents considering the situation? Will they keep my money?

I even did KYC on big casinos like bitstarz before with PDF documents for proof of address with no issues, first time i get such a outdated request like this considering nowdays the bills come digitally

Hello,

Thank you for your response.

The client has been informed that we are awaiting their request to the bank or the utility bill issuer for a paper copy of the relevant documents.

While we acknowledge that the majority of bills and bank statements are currently available online, we understand that a paper copy of any document can be obtained.

The client has been made aware of this and of the fact that we are patiently awaiting the submission of a paper document for the proof of address.

Thank you.

Best regards.

Like i asked 5 minutes before your answer: what if i cant get my hands into a paper form document, will you guys keep my money?

Why this is actually required? Plenty of awarded casinos like bitstarz accept digital versions of the documents, i dont see what a paper form document would prove to you more than a digital one

Just wanted to inform casino guru that i sent the required information to mbitcasino team

I fortunally was able to get the physical bill on a switch post near my place

Sending the proofs i provided to mbit for Barbora right now so shes aware of them too

Would be much appreciated if both parties could confirm the receipt of the documents

Dear mBitCasino,

The player has now provided the requested physical Proof of Address and has also forwarded the documents to us for reference.

Could you please confirm that you have received the documents and let us know once they have been reviewed? If everything is in order, please also confirm whether the player's verification can now be completed and the balance of 220 USDT released.

Thank you for your cooperation.

Hello ScammedByMbitCasino,

We would like to update you that due to Barbora, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Barbora has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Barbora will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru