mBitCasino - Player has been struggling to withdraw his winnings.

I made my 3rd deposit on Mbit and had a good run. I won about $12,000 and requested a withdraw I expected a little delay because of the amount but have had friends Cashout large wins and get it instantly. A couple hours pass and get an email that they need to do a "quick" security check and they are rolling the withdrawal back into my balance.

Ok so I continue playing betting bigger and tan up to $42k. That’s a big win for me so I wanted it out of my balance because I felt like I was losing a little control of my gambling. I requested a withdrawal of 30k Xrp and they continue to put it back in my balance and not offering me anyway to help speed up the process.

i decided I was going to set a cool off for a day or two and the button was disabled it wouldn’t let me self exclude or take a 1-2 day break. I told chat and they gave me free spins and put the money back in my balance.

They requested KYC documents I sent them within minutes and they never told me but they kept declining my bank statement for ridiculous reasons. A day or two goes by I am playing totally lost control and lost almost all of it back and requested a withdrawal at about $1k they sent it without hestitation before my KYC was approved.

They intentionally incentivized me to keep playing even after telling them I wanted a cool down and delayed over and over again until they got thier money back.

i feel I’m intitled to my initial withdraw amount back which is about $12k even though I was up to $43k I wouldn’t have kept playing had they not put the money back in my balance.

I have pictures emails and screen recorded the cool off button that was disabled

Dear smallguy,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Sadly, since you have played your winnings, I’m afraid, there is not much we can do for you. Please understand, the player is the only one responsible for their account, active balance, and all the bets taking place. Can you let me know if the live chat communication was the only one that happened when you tried to place a cool-off period?

Thank you in advance for your reply.

Best regards,

Petronela

I tried several times to set the cool off on the site and it wouldn’t work. They still haven’t approved my KYC and sent my withdrawal so it’s obvious what they did. There’s no reason to put the withdrawal back into a players balance. Also why do they say they are anonymous and why do they wait until you win big to request this information instead of doing it when you sign up?

I have several friends who’ve cashed out several times with no KYC. They should never put money back in your playable balance without a players consent I would have been fine with them holding it while they do their fake security check.

Once I have made a few deposits I assume I am good it wasn’t my first time playing on the site.

Then when I tell them I have been trying to set a cool off for a day or two they completely ignore my request a reputable company would see that as a red flag and lock me out of the account for a few days. I’ve seen Draftkings, Fanduel and Bet MGM do that to a friend of mine.

I understand your frustration, smallguy. Nevertheless, it's important to note that the casino doesn't assert to be an anonymous casino. They conduct verification procedures periodically, as stated in their terms and conditions (here):

9. WITHDRAWAL POLICY

9.3. The payment team at mBitcasino reserve the right to carry out additional verification procedures for any payout exceeding the equivalent of 1 Bitcoin, and further reserves the right to carry out such verification procedures in case of lower payouts. Account Holders who wish to recover funds held in a closed, locked or excluded account, are advised to contact Customer Support.

I understood that you requested a cooling-off period via live chat, but have you sent any additional emails to support@mbitcasino.io when it wasn't applied?

I had talked in chat but you can see they told me to stop talking to anyone or it would slow down the verification process. I am totally fine with the KYC my issue is why do they allow 3 deposits with no KYC and then request all this info when your trying to withdraw your winnings?

Also they don’t do this to every player I have friends who deposited one time won $7k and withdrew in minutes. Had I known that I was going to have to go through this to withdraw I would have done it prior to ever requesting a withdrawal so I know I am good to go.

I can’t login anymore to try and get some more of the chats I had with support.

Also they claimed that they were waiting for KYC and when my documents were approved I could withdraw but they never emailed me and my documents still showed pending when I requested a withdrawal and it went through no problem when it was under $1k. That proves to me they were deliberately withholding funds to allow me to keep playing.

I don’t expect anything to come of this I just want my issue to be heard and would like to hopefully help avoid this happening to someone else. I can’t "prove" their intentions but it’s obvious to me what they did. I’m a big boy I lost control and lost but I would like to at least hear what the casino has to say and give them a chance to respond.

As you mentioned: "We cannot establish the casino's intentions." It's important to note that the KYC verification process requires some time for completion. If you find that you're losing control over your gambling, I strongly recommend seeking professional assistance by using this link.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Understood thanks

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.