Mr Bit Casino BG - Pelaajan tili on suljettu ja voitot pidätetty.

Hello,

I deposited 1000 EUR and played live roulette. I placed three bets (100 EUR, 300 EUR, 600 EUR) and won all of them. My balance reached around 2000 EUR.

After that, MrBit closed my account and claimed I violated rule 3.10 (fraud or collusion). However, I played alone, with my own funds, without any software, VPN, or multiple accounts.

The casino has never provided any evidence of fraud. They only sent generic replies and refused further communication.

I have completed verification and provided all requested documents.

I believe my funds are being unfairly withheld.

I am asking for your help to resolve this dispute and receive my legitimate winnings.

Thank you.

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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.

When exactly was your account closed?

Is there any chance that someone from your household or using the same IP address also created an account at this casino?

Have you played any other games besides roulette?

Please forward me the communication between you and the casino customer support regarding the closure of your account at veronika.f@casino.guru, or post screenshots here.

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

My account was closed on 30.01.26, there is no chance that anyone from my family registered on this site, and I say again, I played live roulette, I have played other games in the past, but the last time I only played roulette, French roulette gold, I deposited 1000 euros, after my deposit, I made a bet of 100 euros, I won, I made a 300 euro bet, I won, and the last bet, 600 euros, I won, total profit 1000 euros + my deposit of 1000 euros, total 2000 euros, locked, and without access to the account, now I can not enter the site, to request a chronology of my game, these things are important to me, because, I really hope you can help, if not, I will file a lawsuit, I have already contacted a lawyer I asked them to send me in writing by email what exactly the violation is, but they only sent me section 3.10 of the terms of use.

Акаунта ми беше закрит ,на 30.01 26г,не няма шанс ,някой от моето семейство да е направил регистрация в този сайт,и пак казвам ,играх рулетка на живо ,играл съм и други игри в миналото ,но последния път играх само рулетка, french roulette gold,депозирах 1000 евро,след депозита ми ,направих залог 100 евро,спечелих,направих 300 евро залог,спечелих,и последния залог ,600 евро ,спечелих ,общо печалба 1000 евро + депозита ми от 1000 евро ,общо 2000 евро,заключени,и без достъп до акаунта ,сега не мога да влезна в сайта ,да поискам хронология на играта си,тези неща са ми важни ,щото ,силно се надявам вие да помогнете ,ако ли не,ще заведа дело ,вече съм се свързал и с адвокат ,помолих ги да ми изпратят писмено на имейл какво точно е нарушението ,но те ми изпращат само т3.10 от условията за ползване

Dear Stoil19831985

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, Peter (peter.c@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

Hello there,

Thank you Stoil19831985 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Mr Bit Casino BG for their help in resolving this complaint. We would like to know why the player's account was closed and winnings confiscated.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the National Revenues Agency Bulgaria Gaming Authority (infocenter@nra.bg) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter

We’ve reopened this complaint at the request of Mr Bit Casino BG. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.