MineBit Casino does not adhere to their own T&Cs

Early on, the Head of VIP (Kate) actively encouraged larger deposits and celebrated my first successful withdrawal of $4.4K USD, saying how thrilled they were to have me as a player.

But after a big win, communication shifted: she suddenly claimed she no longer worked there, deleted our entire Telegram history, and blocked me.

In short: MineBit voided my ~$800K USD balance, citing jurisdiction restrictions, despite all play occurring overseas in a location that (per CasinoGuru's own review at the time) appeared allowed.

When they initially voided the winnings, they asked for proof that gameplay happened outside Singapore and said they'd reconsider.

I provided clear evidence: a passport photo showing the Malaysia entry stamp (with no exit stamp yet, confirming I was still there).

Their response? They flipped to claiming online gambling is also illegal in Malaysia, so the void stands anyway.

Both Singapore and Malaysia prohibit unlicensed online gambling, creating what they called a "dual breach."

Here's the exact clause they quoted (Sections 10.1 and 10.3):

"The availability of the Website does not constitute an offer, solicitation or invitation by us for the use of or subscription to betting, gaming or other services in any jurisdiction in which such activities are prohibited by law."

and

"If it becomes apparent to us that You are a resident in a country in which the use of the Website is not legal or You are using the Website from a country in which the use of the Website is not legal, we shall be entitled to immediately close Your Account…"

They conveniently stopped there.

The full sentence from their own T&Cs continues:

"...we shall be entitled to immediately close Your Account, in which case any balance on the Account on the date of such closure will be refunded to You as soon as it is practicable for us to do so."

My balance was over $800K USD (plus unclaimed bonuses from wagering). They paid small wins without issue, but for a larger amount, they found excuses, even ignoring their own refund obligation.

Later, they offered to return my deposits as a "gesture." When I accepted and asked for it, they claimed the account was permanently blocked, data irretrievable, and refund "impossible."

Photo evidence

I believe that now it is important to know if you have played and used a VPN to play or if you actually played and used your credentials right, and that they knew you were from Malaysia.

According to our information, your country is really allowed there, so if they accepted your money, they have to pay your winnings as well.

You have done right to submit your complaint, and our team will review it as soon as possible. Then you will be informed about any next steps.

If you have any more information regarding your case, surely provide it at any time.

proof of passport Stamp

Also, why is it that the complaint that I submitted is suddenly missing?

Can you please help check why is it that my complaint is suddenly missing?

Do not worry at all. Your complaint is waiting to be reviewed.

I had to resubmit a second time

Hello, I see the complaint ready to be reviewed by the team. It should be fine, but please let me know if you think otherwise. Thanks.

My complaint is removed again, can you check why?

I looked into it and contacted our team. I believe you remember that you have already dealt with this issue with us, only it was not from this account, and the complaint was closed because you were using a technique that is often not allowed in casinos—delaying rounds.

I would recommend not doing anything like this in the future, but if this is not the same case, feel free to correct me.

It is a different case.. this is the first time i have actually asked about my case

As I said, I discussed this with our team, and they dealt with the same case from a different login in September last year. From what I've read, it's exactly the same.