mBitCasino - Player requests a refund of deposits.

Hi recently deposited a lot of money in this casino and just realised it isnt licensed in the uk i have severe gambling problem and had stopped for around 5 years. Having seeing this casino advertised i decided to deposit and then keep depositting over 100 transactions over a short time period. I would like to request the refund for all the deposits which shouldnt of been allowed. The live chat operator knew about my gambling problem and did nothing about it also on there site i couldnt see anywhere to put restrictions in place.

Dear Whoknew123,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand, that UKGC license is necessary only for those casinos which want to operate on UK market (targeting the UK) but if the casino does not target the UK market with their commercials (do not offer GBP currency, bonuses for UK players, etc.) they can accept UK players, they are just not protected by UKGC.

Here is an example, that could help you better understand our standpoint:

You are from the UK, and in the UK people drive on the left side of the road - that's the law. In my country, people drive on the right side of the road. But we are not building special roads for UK citizens because their laws say people should drive on the left side of the road.

And the same principle is applied to the UKGC license - you are working on the UK market, you need to follow the UK law. But if you come to play in Curaçao licensed casino (by your free will and they are not targeting the UK market), you need to follow Curaçao laws.

Unfortunately, in this case, we are not able to help you and you have no right for a refund of your deposits. I can only recommend you to do better research next time and play only in the casinos licensed by UKGC.

However, if you have supporting evidence that you’ve asked for a self-exclusion or mentioned gambling problem and it was ignored or overlooked, please forward it to petronela.k@casino.guru.

Looking forward to hearing from you.

Best regards,

Petronela

Ive sent an email to you regarding my case thanks

Also it states on there terms and conditions they do not accept uk players and i see other people have cases resolved with same issue and your reply to them is totally different. Also i have withdrew from there casino with no checks and profile isnt completed.

Thank you, Whoknew123, for the forwarded screenshot:

I'm sorry but I couldn't find any reference to a gambling problem. It seems as if you asked to close your account because no bonuses were available. Could you please advise if there's any relevant communication that would support your claims that regardless of mentioning your gambling problems you were still allowed to deposit and play?

In regard to your country being a restricted one, we accept the situation when the casino allows players from restricted countries to open an account as long as they don’t use this as an opportunity to later cancel the player’s legitimate winnings. Simply said – if the casino allows players from restricted countries to deposit and play, they should pay out their winnings as well.

Therefore, I would like to emphasize, that we investigate further and help only those players, whose funds (or winnings) have been confiscated due to being from a restricted country. Nevertheless, it doesn’t seem that this is the case here (but correct me if I am wrong, please).

I said on there ive lost my life savings then still allowed to keep depositting daily surely that tells them i have a gamblng problem? Thanks

It states in there terms 2.3 Users from the following countries ("Restricted Countries") are not allowed to deposit or play real money games: United States of America and their territories, United Kingdom, Portugal, Slovakia, Spain, Israel, France and their overseas territories (Guadeloupe, Martinique,, French Guiana, Réunion, Mayotte, French Polynesia, Wallis and Futuna, New Caledonia), Netherlands, Lithuania, Netherlands Antilles, Curaçao. The casino cannot guarantee the successful processing of withdrawals or refunds if a player violates this Restricted Country Policy.

12.2 We collect players' personal information when players register on our system, respond to our communications or contact our customer service team. The information may include the player's name, date of birth, home address, email address, IP address, credit and debit card information, and some other personal information. The personal data of the players are available to the employees of mBit-Casino, the employees of the software provider Dama NV, payment service providers and other third parties who support mBit -Casino in providing gaming services to end users.

It clearly states they collect all data so they must know my location and address

Hi i think i have resolved this myself through support i will let you know if it is so you can close the case. Thanks

Ok. Please keep me updated about any further developments. Thank you in advance.

Hi its been 5 days now and still no refund also they are not replying to emails

Has there been any additional communication that you could forward to petronela.k@casino.guru, please?

Can close case now resolved thanks

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Whoknew123, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru