mBitCasino - Player has succeeded in opening an account from a restricted country.

was directed to this site via online search for USA friendly casinos. Found this one. Was able to sign up and make LOTS of deposits. Recently saw their updated terms and conditions (updated in July 2021) and they state USA players are not allowed to deposit or play on the site. I was mislead because They advertise as USA player accepting on multiple sites and allowed for account creation and deposits. Contacted customer support and she couldn’t help me with getting refunded my deposits, minus winnings. She forwarded me to email another department within MBit. Deposit amount is not accurate- multiple deposits were made. The number is quit high and I asked for a return on all of them.

Dear MJ,

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

"Users from the following countries ("Restricted Countries") are not allowed to deposit and play real money games: United States of America and its territories, United Kingdom, Portugal, Slovakia, Spain, Israel, France and its overseas territories (Guadeloupe, Martinique, French Guiana, Réunion, Mayotte, French Polynesia, Wallis and Futuna, New Caledonia), Netherlands, Lithuania, Dutch West Indies and Curacao. The Casino cannot guarantee successful processing of withdrawals or refunds in the event that player breaches this Restricted Countries policy."

I would like to emphasize a very important fact from our Fair Gambling Codex:

https://casino.guru/fair-gambling-codex-for-casinos#restricted-countries:

"The right thing to do is to check for restricted countries during the account creation process, and to not allow players from restricted countries to register and play. If the casino knows about restricted countries and also knows the player's country of residence, it's not a big issue to enforce this rule.

If the casino allows a player from a restricted country to play because it hasn't implemented this check, it should accept that it was the casino's mistake and pay out all winnings to the player despite the fact that they shouldn't have been allowed to play in the first place, provided that the player hasn't done anything else that's against the rules."

Since the website is not blocked for the United States and there is a possibility to register an account from a restricted country and deposit funds, since only email address and nickname are requested upon registration, I would like to ask you if you have completed "My Profile" section?

Your ratification is essential for this case and I’m not asking this to get you in trouble, I’m just trying to understand how the casino handles its own rules. 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

Hi thanks for the reply. I didn’t see a section to complete a profile when I was on the site. I used the option for depositing which was on the main screen. The website did not request any information from me in order to make deposits. If they had done so, like forcing a profile be complete before deposit, then I wouldn’t have been in this situation and would have known I was restricted.

I was just digging through the current terms for MBit and discovered this. Figured I’d add it.

They never checked my identity for withdrawals. The terms state that if I failed, my deposit would be refunded and winnings confiscated. If they checked my identity when withdrawing I would have been been refunded per their terms because they would have seen i am from a restricted country. I asked for my deposits returned minus any winnings That may have been withdrawn.

Thank you, MJ, for your reply. Could you please advise if your account is still accessible or has been blocked already? Please forward your cashier history. My email address is petronela.k@casino.guru. Have you withdrawn any winnings from this casino or all the deposits have been played and lost?

I have been blocked so I can’t access my cashier ledger through the site unfortunately. I can go through my personal wallet and get the exact numbers. There were some winnings cashed out but I deposited far more than what I withdrew. When I asked them for my deposits returned I offered them to keep any winnings before refunding me. Would going through my personal wallet work?

Thank you very much, MJ, for your e-wallet statement. I have corrected the disputed amount of this complaint accordingly. Could you please advise if you have received any winnings from the casino or they’re still held by the casino?

I’m not sure if they were still holding any winnings before closing the account, winnings were received previously.

You have received winnings from this casino previously but no personal documents have been requested from you to complete the KYC, is that correct?

Correct

Thank you, MJ, for your reply. I have checked once again the general terms and conditions, and this is what I found https://www.mbitcasino.com/terms-and-conditions:

"9.9 The casino reserves the right to check player’s identity (KYC procedure) prior to processing payouts and to hold withdrawals for the time needed to check the player’s identity. Failure or denial to pass the identity check will result in confiscation of winnings and refund of the last deposit."

I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello MJ!

From now on, I will try my best to help you with your issue. I would like to invite representatives of mBitCasino into this discussion in order to help us with the resolution.

Thank you!

Hi there,

We would like to provide more information regarding this case and regarding the decision made.

When accessing mBitcasino and using the signup form, users are also greeted with the message "I Agree to Terms & Conditions" which is also a hyperlink towards the general terms and conditions, where all restrictions are specified.

The terms and conditions come into force as soon as the user has started using the website and signed up for an account, as exemplified below:

"1.2 Before using the website www.mbitcasino.com, please read Terms and Conditions carefully. The fact of using the website confirms your consent with the Terms and Conditions.

1.3 These Terms and Conditions come into force as soon as you click the check the box on signup, by which you signify to the casino that you have read the Terms and Conditions, accept them and are fully bound by them."

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

The terms and conditions also have a category under the name of "2 ACCEPTED PLAYERS" written in bold uppercase, where the following information is provided:

 "2.1 The Casino accepts strictly adult players (the minimum age is 18) only from those countries and geographic regions where online gambling is allowed by law.

The Company reserves the right to ask for proof of age from the player and limit access to the Website or suspend the Player Account to those players who fail to meet this requirement.

2.2 You are solely responsible for determining whether your accessing and/or use of the website is compliant with applicable laws in your jurisdiction and you warrant to us that gambling is not illegal in the territory where you reside. Any claim against the Company brought by you for any reason whatsoever in regard to the above mentioned will be considered void and shall not be accepted.

2.3 Users from the following countries ("Restricted Countries") are not allowed to deposit and play real money games: United States of America and its territories, United Kingdom, Portugal, Slovakia, Spain, Israel, France and its overseas territories (Guadeloupe, Martinique, French Guiana, Réunion, Mayotte, French Polynesia, Wallis and Futuna, New Caledonia), Netherlands, Lithuania, Dutch West Indies, Curacao and Greece. The Casino cannot guarantee successful processing of withdrawals or refunds in the event that player breaches this Restricted Countries policy.

Any bonuses are not available to players from Sweden, including participation in any kind of promotional programs, receiving VIP rewards, as well as exchange of comp points."

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

As stated in the section "9 WITHDRAWAL POLICY", we reserve the right to request identity verification, but due to the anonymous nature of cryptocurrency and cryptocurrency gambling, verification is not mandatory in order to deposit and cashout while using cryptocurrency.

The option to set profile information was always available inside the player profile which can be accessed from the main dashboard

User's account has been closed as soon as we became aware of the fact that they are accessing the website from a restricted region and we have processed any pending cashout requests.

Due to security reasons, we cannot provide account information through this public thread, but we will be more than happy to provide information to the user directly through email, and we can provide further information required by Casino Guru staff.

Thank you for your time.

Regards,

mBitcasino

Dear representatives of mBitCasino,

I would like to ask you to provide us with further information via my email address: 'martin.d@casino.guru'.

Hi there,

We have reached out through email and we will provide the required information.

Regards,

mBitcasino

Hello MJ!

I would like to inform you that we are communicating with the mBit Casino's representatives, please allow us a few days to examine all the documents once they will be received.

Hi there,

We have also reached out to the user through email and we are waiting for their reply before we can move forward.

Regards,

mBitcasino

Dear mBitCasino representatives,

We are waiting for you to provide us with the documents.

Hi there,

Before we can provide all the documents we have prepared, we require a confirmation from the user. We have reached out to the user via email and asked for their permission to share information with Casino Guru.

Unfortunately, we have not received a reply from the user via email and we would like to ask the user to reply on this thread or via email in order for us to be able to provide Casino Guru with the required documents.

Thank you!

Dear MJ,

Your confirmation is essential for us to proceed with resolving this case. I would like to ask you to collaborate with the casino's representatives.

Hello MJ!

We have not heard from you for a while. We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. 

Looking forward to hearing from you.

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

The player can reopen this complaint anytime.