mBitCasino - Access issue prevents player from withdrawing winnings.

Casino Guru,

I need your help! I played at this casino for the first time. I deposited my hard earned money to have some fun and I won. I’ve never won anything like this in my life and it was gonna change it forever and help me with a lot of problems and I was looking forward to this. When I made a withdrawal. I got an email saying I had multiple accounts and that they were taking my funds. I explained that this has to be a mistake and I have only one account, I have sent in all the information they wanted. about my name, my ID and a picture of me holding my ID to verify my identity after they asked for these things. They locked me out of my account and then never responded after that email until I reached out to support though their website. After emailing and messaging to their team, They finally said I could log in and make a withdrawal but the problem is I can never log in, I tried over and over and even tried to reset my password but nothing works. I feel they are trying to cheat me out of my winnings and could use some help. I have included everything I can.

Dear Carlarose84,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live casino games, slots, or sports betting)? Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Best regards,

Petronela

Hey, 

Thank you for the response. I created this account a few months ago when I tried online casinos and heard about Mbit from another site that offered a bonus match. I deposited XRP and got very lucky. I made a withdrawal and shortly after I got an email about how I had multiple accounts. They were taking the funds due to some terms that i never saw and made accusations that were not true. I have only one account with them and I still don’t understand why anyone would create more than one. They sent that email and didn’t respond for quite some time. They asked me to verify my ID and KYC or something like that. I did everything they asked. They told me I could login and withdrawal my winnings after pleading my case and asking for proof and to communicate about their claims. I try and try to login but never can, I get Captchas that never end and when I try to change my Pw it says something went wrong and to contact customer support. Every-time I did and do they claim their system is okay and it’s me to clear everything and retry. Now they won’t respond. I can’t login and I’m getting nowhere. I lucky have some shots of my account when I was playing and conversations we had but it feels like they just don’t want to pay me and I don’t know why! If it’s the amount? If it’s even a legit casino and I’m very disappointed because I thought they were. Here is everything I gathered and I hope you can help. 

I played slots only, I registered and sent everything to them, my ID, me holding my Id and a bunch of stuff to a Luis. I had a bonus match or something but when I won I played through the requirements and hit what I did.  I sent an email with all this. Thank you

Thank you very much, Carlarose84, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello Carlarose84,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite mBitCasino to join the conversation and participate in the resolution of this complaint.

Dear mBitCasino,

Could you please provide us with an explanation of the player's situation in more detail from your point of view? Why is the player not able to log in?

Thank you.

Kind regards,

Tomas

Hello,

The client made 2 deposits and did not have any confiscated winnings at the time of the closure, they were never informed that their winnings were confiscated either. Their balance at the time of the closure was 0.00000037 BTC.

The client's account was closed due to having used multiple accounts.

Our terms and conditions clearly state that it is forbidden.

https://www.mbitcasino.io/terms/player-terms

7. PLAYER ACCOUNT

7.1. Each player can create only one personal user account. Creating multiple user accounts will lead to termination of the accounts. All betting accounts you try to open may be blocked or closed and any bets may be voided. Depending on the severity of the case mBit Casino holds the right to withhold or take any funds deposited to pay for damages and/or the prevention of future misconduct.

7.1.1. If you notice that you have more than one registered Member Account you must notify us immediately. Failure to do so may lead to your Member account being blocked for access.

Our Risk and Fraud department determined that the client has multiple account, each with even more duplicates with bonus abuse implications.

The upper mentioned account was permanently closed.

Best Regards

Dear mBitCasino,

If we are talking about a breach of the casino's Terms and Conditions and bonus T&C, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (tomas.k@casino.guru).

In addition, I would like to ask if you can explain this: "The client made 2 deposits and did not have any confiscated winnings at the time of the closure, they were never informed that their winnings were confiscated either. Their balance at the time of the closure was 0.00000037 BTC."

What does it mean? What happened with the player's funds in a total of 41,533 XRP?

Thank you in advance for providing the information.

Kind regards,

Tomas

Hello,

The client deposited only BTC to this account, a total amount of 0.00755215 BTC in two deposits:

2023-05-14 08:13:05 0.00400064 BTC

2023-05-24 06:14:24 0.00355151 BTC

There were no other deposits to this account, with client's email from this complaint.

Let's have the client share the email they used for the account they claim they have deposited XRP on.

Best Regards

Dear Carlarose84,

Before we would move forward, can you please share the email address for the account you have deposited XRP on?

Thank you.

Kind regards,

Tomas

Tomas and Mbit,

Thank you both for replying. I would ask a few questions. Mbit you claim I have only deposited twice? You also claim that I only deposited BTC? You are also claiming and providing dates that I made deposited BTC. You also claim I had a certain BTC balance. You are claiming you never informed me of funds there were being confiscated and are very specific. How have you obtained this when none of it was supplied to you? Why do you need an email address? I feel there is something you are to say in order to not pay a withdrawal that is not a little amount. Can you supply a crypto wallet address for the two crypto coins in question that you supply for a player to deposit to play on your site?

thank you!

carla

Dear Carlarose84,

We cannot proceed with the investigation until you provide us with the requested email address. I believe it's not a hard task, is it?

Kind regards,

Tomas

Tomas,

great question,

I will and would love to supply the email, I am just confused and curious on how they can say that I deposited an amount or a crypto currency without having any information about me and my account? Is that a hard task to ask how they can make those claims and how they obtained it and are certain of those amounts and dates this was done? Am I not allowed to request and gather information that I need in order to proceed with my claims? Is that truly the only way for us to proceed and is that a bad question to ask and have answered before I supply my email address?

Dear Carlarose84,

Let's just provide the email address (I can hide it from the public if you want), and we will investigate further, rest assured.

Thank you.

Kind regards,

Tomas

Dear mBitCasino,

Now that you have the player's email address, could you kindly provide more information on the issue?

Thank you.

Kind regards,

Tomas

Tomas,

if they didn’t have my email address before? How can they make claims of any info including deposits and the info they had? I’m very curious is to how they got that info ?

Dear Carlarose84,

Just to confirm, do you have any proof that you have deposited XRP into the casino?

Thank you.

Kind regards,

Tomas

Tomas,

great question. I do have proof that I sent XRP to them and made a deposit. Since I can not access my account on Mbitcasino.io I however can provide a wallet that I used to send the XRP and the wallet address they supplied that I’m sure will prove I made a deposit because they own the wallet address I made it to

To aid the investigation, kindly provide evidence of the transaction from your cryptocurrency wallet. You can share it here once more, and I will ensure it remains private.

Thank you.

Kind regards,

Tomas

Tomas,

I will provide what you ask in hopes to get my winnings and I only ask that any of my questions are answered that were asked. I have hope this is a fair site and that you can help me. I appreciate all your help and I’m very curious on what’s next. Here is the transaction ID and the wallet it went into. ID 7D6F311193139CA380AC91090EFEA4610981671854FE8DE99DDBAA7BA57B1E1D

wallet: r3S9W2pYZj7vBueA8scxdJBSEVU2wjMedB

Thank you, Carlarose84. Let's now wait for the casino to respond.

Kind regards,

Tomas

Hello,

Upon thorough investigation, we can confirm the following: the account was closed due to being flagged as a duplicate account, and these accounts were used to exploit the Refer A Friend campaign.

It is important to note that the account in question has no record of XRP deposits, and the XRP address was never generated for this specific account. However, we have successfully traced the transaction they provided an ID for, on one of their duplicate accounts.

All involved accounts were closed as a result of breaching our Terms and Conditions:

"7.1 Each player can create only one personal user account. Creating multiple user accounts will lead to termination of the accounts. All betting accounts you try to open may be blocked or closed and any bets may be voided. Depending on the severity of the case mBitCasino holds the right to withhold or take any funds deposited to pay for damages and/or the prevention of future misconduct.7.1.1 If you notice that you have more than one registered Member Account, you must notify us immediately. Failure to do so may lead to your Member account being blocked for access."

Source: https://www.mbitcasino.com/terms-and-conditions

"6. Bonuses can only be received once per person/account, family, household, address, e-mail address, IP addresses, and environments where computers are shared (university, fraternity, school, public library, workplace, etc.), unless specifically mentioned otherwise. mBitCasino reserves the right to close your account and confiscate any existing funds if evidence of abuse/fraud is found."

Source: https://www.mbitcasino.com/terms-and-conditions/bonus-terms

Best regards

Dear mBitCasino,

If that is the case, can you please provide me with relevant evidence? You send the data to my email address: tomas.k@casino.guru

I would also like to inquire if players receive a confirmation email once they have successfully made a deposit.

Thank you very much for your cooperation.

Kind regards,

Tomas

Mbit casino and Thomas,

i am disappointed but not surprised the efforts Mbit is taking and the games played for my winnings to be taken from me. Of course they send deposit confirmation. Here is what they sent when I made the deposit. Tomas thank you for the help. I hope this is something that will suffice as to deposit confirmation.

Dear Carlarose84,

In order to support your claims, I definitely need you to forward that email to my email address: tomas.k@casino.guru

Thank you.

Kind regards,

Tomas

Tomas,

I have forwarded every email I could find with mbit. I hope those are proof I have had an account and made deposits.

Dear Carlarose84,

I mean this email:

Thank you.

Kind regards,

Tomas

Tomas,

like I said before. I have screen shots of certain things I took while I was playing, I do not have that email in my trash, spam, or inbox. It must have been deleted. I do however supplied what I have since the account was created.

Dear Tomas,

The requested information was sent to you via email from our payments@mbitcasino.io email address.

Please let us know whether additional details are required from our end.

Best regards

Dear Carlarose84,

I was provided with evidence supporting the casino's decision. Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions and bonus T&C by creating multiple accounts, using the same payment method, and abusing the Refer A Friend campaign.

The casino acted correctly and within its terms and conditions.

Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

Thank you very much, mBitCasino, for providing the information and for your cooperation.

Best regards,

Tomas