mBitCasino - Player has cancelled unwanted bonus which led to losing the entire balance.

Cancelling a (unasked for bonus) removed my whole deposit with no warning. The form explicitely said it would only remove bonus & winnings. When asked they linked to their ToS where they say it will remove bonus, winnings & played amount. Intransparency.

Hello

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I have checked bonus terms, and this is what I found https://www.mbitcasino.com/terms-and-conditions/bonus-terms:

"Some deposit bonuses are enabled by default at the time of signup. The First Deposit Bonus, Second Deposit Bonus, Third Deposit Bonus, some reload bonuses and Cashback bonuses will be added automatically to your account at the time of depositing or at the end of the promotion period unless you opt out of bonuses."

"Should you wish to opt out and play without bonuses, you can tick the "I don’t want to receive bonuses" checkbox located on the Bonuses section from your dashboard before you make your deposit. Alternatively, you can contact our live support operators and ask them to disable automatic bonuses for your account."

"While playing with a deposit bonus attached, the deposit funds are used first, then the bonus funds. All winnings derived from play with an attached bonus are considered bonus funds, and fall under the bonus’ wagering requirement."

"If the bonus is forfeited/cancelled at any time, the initial bonus amount and any winnings will be forfeited/cancelled. Cancelled bonuses/winnings cannot be re-added."

Could you please advise if you have opted out from any promotional offers before depositing funds into your account? Please understand that if you haven’t opted out or haven’t contacted live chat to cancel promotional offer, before you started to wager it, your deposit was used first. Afterwards, when you have cancelled your unwanted bonus, your deposited funds were lost already, for that reason, your active balance appeared as zero.

Please let us know if this explanation was satisfactory. Looking forward to hearing from you.

Best regards,

Petronela

Hello,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.