mBitCasino - Player’s account has been blocked.

Before ever making any deposits, I asked a support agent to clarify weather or not I was allowed to play at Mbit. I was very honest and upfront about the fact that there was a history with my IP address and Mbit casino. I did this in attempts to avoid experiencing any issues like the one I am currently experiencing.. The agent confirmed to me that I WAS allowed to play after supposedly looking into the details. This cab be seen in my photos of our conversation prior to making my 1st of 4 deposits totaling up to approximately $200 in bitcoin. I am unable to provide the exact number of the 4 deposits because despite the information provided to me by the support agent, I have been locked out of my account anyways. I have made numerous attempts at making contact with the casino’s support and security with no response. I do not dispute the fact that they may have had reason to suspect duplicate accounts were made using my IP address. I made them well aware of this before I made a deposit. They should have answered no when I asked if I was allowed to play and they should not have allowed me to make any of the 4 deposits if they were going to close my account anyways.

Dear Anthony,

Thank you very much for submitting your complaint and for forwarding all the relevant communication. I’m very sorry to hear about your problem. We will contact the casino and ask for their cooperation in resolving your problem, but, before we do so, could you please clarify if your roommate is still using the same IP address? To the best of your knowledge, could you please advise if your roommate has completed KYC verification in the past and confirm that you haven’t activated any promotional offer when depositing?

I truly believe that we will be able to help you to resolve this unpleasant situation as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

PS: the provided link didn’t work as the complaint has not been published until now. It should be fine now. 

My former Roomate moved back to Minnesota on May 1st. So my IP address had not been used at Mbit since before then. I am not sure if my Roomate ever did a KYC or not. I did ask him to reach out to Mbit though on my behalf but I’m not positive that he did so or not. When I asked support agent if I was allowed to play, i specifically asked her to confirm by checking my I.P. Address. At the time I was not aware that the US was listed as a restricted country on their website. Regardless of the history with my IP address, my Former Roomate, or either the casino’s or my defense for the bonuses, the The agent should have known that I wasn’t allowed to play the moment she looked at my IP address and saw that I was located in the U.S. So all of the other details of this issue shouldn’t have any effect on the solution. I asked before depositing if I was allowed to play and the agent incorrectly answered yes, as can be seen in our conversation. I should never have been allowed to make a deposit in the first place and for that reason alone I believe I am entitled to a refund.. I was also able to determine the exact amount of my 4 deposits which was not $200. It’s was actually 0.03347804 BTC which is approximately $310. If the agent did not contradict the casino’s terms and conditions by providing me the incorrect answer to my question, then this would not be a case if I "SHOULD NOT" have deposited but rather a case of I "WOULD NOT" have deposited. By not issuing me the refund then wouldn’t the casino technically be breaching their own T&C’s? Wouldn’t it mean that they knowingly allowed a player from a restricted country to place wagers which ultimately generated profit for the casino. How could what they’re accusing me of doing be even close to the level of the breach in terms that the casino would be committing by not refunding my deposits?

Dear Anthony,

Thank you very much for your quick reply. I have checked terms and conditions, and I can confirm that your country is on the list of restricted ones 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."

Consequently, I have created an account. At first, during the registration, I wasn’t asked to complete my country of residence, but later, inside the account, there was a section requiring personal details. Could you please advise if you have completed "Profile" section?

Thank you in advance for your reply.

I believe I do recall filling out the information but I can say for sure because I’m locked out of my account. So I’m not blowing this out of proportion is? Is that what you’re telling me? Lol Case and point here though is that I specifically asked the agent if she could confirm wether or not I was allowed to play by looking at my IP address which clearly showed my location. I was told "yes you can play " when according to their terms and conditions, she provided me with the incorrect information which led to my 4 deposits. The accusations made against me for breaching any terms, even if they were true, should be null and void in this case shouldn’t they?

I’m not asking this to get you in trouble, and I do apologize if you felt that way, I’m just trying to assemble as many information as possible and to understand how the casino handles its own rules.

I will now transfer your complaint to my colleague Zuzana 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.

Thank you!! And no i did not think you were trying to get me in trouble!! I knew what direction you were headed by asking me that question!! I really do appreciate you looking at this from every angle, because that has not been the case when speaking directly to the casino.

Thank you Anthony for all provided information.

I would like to ask the casino what’s their standpoint on this situation. Is the player entitled to any refund? We received screenshots showing that your support agent confirmed to the player that he could play. Thank you in advance for your reply.

Dear mBit Casino team.

Please, could you react?

Hi there,

The user has been paid the full amount of their deposits (0.04117777 BTC).

The withdrawal of their funds has been processed and user received them in their personal wallet.

User is now well aware of the terms and conditions.

We have agreed with the user that this case is now resolved.

Regards,

mBitcasino

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that the issue got resolved. We will now mark it as 'resolved' in our system.

Best regards, Jozef

Casino.Guru