mBitCasino - Player's account unexpectedly closed after requesting more free play.

Casino Guru,

I hope you can help I've been playing and very loyal to mBit Casino. I've been playing on there for months and within the last 2 weeks I deposited almost every single day multiple times a day I reached out to their customer service and asked for some free play I was awarded 25 free spins and was a little upset about it and when I got back into the chat to ask for more and how I have not had one cash out they told me that they are not control and this is something that cannot do.

I did ask him to reconsider considering how much I only played on their site and normally in the US these sites reward loyal players. They now disabled my account with no warning. I don't know if it's because I am from the United States. I see that it's on their site but had everything uploaded with my ID and info. I cannot play.

I feel they are just trying to take what money I have in there, they then kick me to the curb. I didn't know US players couldn't play and they never said anything. I've had my ID uploaded, they let me deposits thousands of dollars, i have spoke to them on multiple chats and I know they can see my IP.

I'm really hoping you guys can help out it feels like I'm just being used and when I ask for one favor they close my account when they had no problem with me depositing thousands and thousands of dollars.

Dear casinosmasher87,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully?
• Which games you’ve been playing (live casino games, slots, or sports betting)?
• What does the disputed amount represent?

If there’s any relevant communication, please forward it to petronela.k@casino.guru. 

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

Thank you o much for your response. 1 was recently able to speak with one of their team members.

Sophia she was very apologetic and she did ask me about anything she could do or what I could think of and I do appreciate it.

I shouldn't be coming up with ideas on how they should handle their customer service I do not work for them I do know what I would do personally but that is not my call they should know well how to handle a situation and Sophia did her best and I will give her crediit,

I have been nothing about polite and I have spoken to multiple agents on chat and I have also told them multiple times that I lived in the US throughout this whole time and nobody said anything yet after deposit after deposit after deposit they kept allowing it.

I was bothered after making over 100 mBTc with no cash outs they offered me 25 spins. When I asked after no agent cared and didn't even listen. The USA restriction was recently obtained and I said it on ever chat..

I do understand their full terms and conditions now and Sophia understood and listen to me a little and made me feel actually a little bit valued and I summed up a lot of things in our chat.

I'll include those in the email about how this casino pawns it off on the player. I thought this was a very very sneaky way to get the USA players money I have to use other sites as examples LIKE ROOBET AND even their own that it is easily obtainable with technology today as every Casino does with a geolocate, IP addresses even on their site they block certain games that you cannot play unless you're from that continent or that region .

It is within the right to do whatever they want but when you're talking about lots of money and ethics we all know what this is they've been getting away with it for a long time and they need to be a lot classier than this

if I know any other Gambler like myself and that I gambled with we aren't stopping to read everything on the way driving to a casino or online. no one really is and that's a fact and that's just something that we all probably do to an extent. I don't think that's okay but I don't think what they're doing is okay and just using that as an excuse.

I feel ike that is the worst of

two I don't think either one is right and it's nature of the beast but they can fix it easier than I think gamblers can in my opinion. They will come out on top and not have that hanging over them that they do this.

I think it would give them a lot more respect just reading from Past reviews and complaints. They are one of the higher rated casinos so if they did this they would probably be elite.

To answer your questiks. Yes I have been playing since July or August I think it was the middle of July and I have submitted an updated my profile when I signed up I have sent my ID through their document Center on the site and also have emailed it it has my name and address on it which is here in the US I have also stated this several times and several chats and Sophia was the only one to acknowledge it.

I normally just play Slots I don't really play anything else on there I have a few games that I really liked that I remember I played Mammoth Tundra a lot I liked mommy land Treasures multi-fly and Elvis frog with some of my favorites and I also played wolf spins don't know why I like those reels,

Now the disputed amount was just an estimate of what I saw in my deposit I will include the screenshot of those and that's what I spoke to Sophie about specifically after our chat I said that this was what she could do for me since I will no longer play there knowing willingly I'm not allowed to and because of all said facts and how many times I have stated it and had my stuff uploaded and communicated

with them and all their staff.

I told Sophia how she could help me. I feel it would be in their best interest to refund my money since I have no cash outs and wasn't supposed to be there.

I told them we both had missed opportunities and how I would love to post reviews wherever I could including here. I would would be an advocate. since this was a mutual thing I believe thalt we're human and all mademistakes

I am hoping and it seems like we might be able to get a deal. I have emailed them and I haven't got an email back after the chat.

they have my ID my Bitcoin wallet address and what we spoke about so I'm hoping this can get resolved before you even have time to look everything over is my hopes.

Ty

Jerry

Dear casinosmasher87,

I'd like to inform you that 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.

Please understand that we are not an agency with the authority to dictate refund policies to casinos operating without the appropriate license in players' countries of residence.

I wish I could offer more assistance in this matter.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Thank you again.

Would you kindly keep this complaint open.

if you could please invite Mbit for me as this complaint is justified for many many reasons. I respectfully disagree with you because of these reasons and why I should have my funds returned with the complaint justified.

You stated

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..

Under the Casino Gurus How We Resolve Casino Complaints and Why.

1. We have started analyzing complaints to find out what kinds of issues players have with casinos, and how casinos handle them. This help us discover unfair practices used by casinos, which, in turn, result in a lower Safety Index for the casino that uses them.

2. Note: Casino complaints are an essential part of the way we evaluate casinos, as they help us understand how casinos treat their players and whether they use unfair practices against them

3. Unjustified complaint – Cases where we found out that the player has indeed breached some rules or made a mistake

.

Under MbitCasino T & C it state:

4.

2.4. Users from the following countries and their territories ("Restricted Countries") are not allowed to deposit and play real money games UNITED States US as one.

I believe The Casino Guru does this for not only that reason you stated and the goal and mission is point 1 & 2 of the Casino Guru brand and site.

POINT 4 is why I should get my funds returned as there is unfair practices.

That this should not be not on a player.

Point 3. Does not apply as This is justified for a complaint

My mind thinks and most will say :

A paremt, governmen and business has rules, laws and terms. They don't make these up. Then allow them over and over and over with a blind eye For many monthsb Then blame the respected situation or party. That is a unfair practice

With proper oversight these situationS wouldn't happen. When it comes to me, They confiscated funds I should have ever played with or allowed to deposit on their site.

So in my opinion and is why I believe it's the facts to an unfair practice of mBit, why it's a justified complaint and wny Gasnio Guru was founded. It's why all finds should kindly be returned d to me promptly and why Mbit would remain a elite respected fair Casino.

because I have no winnings withdrawn on top the whole time of the accountants inception. Is a fair practices

Thank you for your time

I hope you understand why this is a text book case for a complaint and the right solution.

Jerry

Dear casinosmasher87,

It's important to acknowledge that you willingly selected this casino and made deposits into your casino account. As previously mentioned, if you had accumulated winnings that were subsequently voided by the casino due to geolocation issues, we would investigate and try to assist you. However, we are unable to support your request for a refund of all lost funds solely because the casino should not accept players from your jurisdiction.

In our review, it is explicitly stated that players from your jurisdiction should not be accepted in this casino.

Nevertheless, once accepted, we advocate for the casino to honor its obligation to pay out winnings. It's crucial to note that we are not a Licensing Authority, and we lack the authority to compel the casino to obtain a valid license for any specific country. Our role is to provide users with essential information, address mistreatment issues, and offer assistance when possible. Unfortunately, in this particular case, our influence is limited.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.