mBitCasino - Player is dissatisfied with promotional offer.

Hi, I can’t even believe I’m forced to bring this complaint to this forum, but I am left with no choice.

yesterday evening, I signed up via a Google link from mbit casino offering 175% deposit bonus and 300 free spins.

I used the link, activated the bonus, and deposited to the website. I only received a bonus of 75% of my deposit, so according to casino terms, before playing any spins, I contacted customer service to rectify the error.

the woman working customer service initially told me I didn’t understand the promotion. She said the promotion I saw was a funniest I’ve bonus offering for 3 welcome bonuses. (Standard bonus is 75%/75 spins, 100%/100 spins, 125%/125 spins)… I pointed out that those percentages in no way would equal or make sense to advertise 175% bonus whether together or separate.

nonetheless, I proceeded to take screenshots of the promo offer. After reviewing it, she changed her narrative and told me that bonus was exclusive only to email offers, and I was not eligible. I sent her screenshots of the generic Google link, the launch page it takes you to, and the bonus being activated before depositing).

Next she told me that I needed to read the promotions better, and that t screenshot didn’t show "first deposit bonus"… I sent her a screenshot showing it did specifically say that.

after all of that, she tells me that from now on read the terms better and if I need help in the future, please feel to reach out. I would not be getting the bonus.

angrily, I played and lost my funds.

This morning, still feeling completely ripped off, I invited my friend to join. I asked her to search on Google for the promotion, which she did, and she signed up. And just like I said all along, she sent me a screenshot showing that the 175% is a first deposit offer that is accessible by a common person on the internet.

she proceeded to deposit using the promo and proceeded to receive the 175%.

incontacted the casino furious again, and was told I was out of luck because they can’t help me because my funds weren’t still in the account. The ONLY reason the funds weren’t in the account is because I was directly and repeatedly lied to by the staff at the casino. I followed the terms, waited to play and then was told the bonus would not be applied to my account. It’s absolutely ridiculous. Why should the customer have money taken from them when the entire issue that caused this was an casino representative giving inaccurate information.

i feel absolutely cheated, and the casino apologized for the inconvenience with 50 .10 cent spins. But that doesn’t do anything for the money that was stolen from my account because of this. For a first time deposited, it’s really a horrible reflection of the casino and the employee reflects the casino in the absolute worst way.

I am asking for the additional money that was held out of my deposit that should have been given to me. The missing funds are an additional 100% from my deposit of approximately $110.

screenshots attached of entire conversation

Dear Tyaub59,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked your forwarded screenshots:

Could you please advise how did you learn about this promotional offer of 175%? From the screenshot, it seems to be an exclusive bonus offer that is not available to all players.

Meanwhile, I have checked the general Welcome package bonus displayed on the website, and this is what I found (here):

Nevertheless, I'm afraid that if you played already the bonus that was activated with your deposit, we won't be able to negotiate any refund or compensation for you.

Looking forward to hearing from you.

Best regards,

Petronela

Dear Tyaub59,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that we are unable to proceed with the investigation of your case at this time. Despite our attempts to request more information, we haven't received any response from your end. Unfortunately, this means we're not able to provide any further assistance or suggest possible solutions.

If you decide to reopen this complaint anytime in the future, we would be more than happy to assist you and address your concerns to the best of our abilities. We sincerely hope to hear from you in the future and resolve this matter in a prompt and satisfactory manner.