mBitCasino - Player’s attempts to close the account have been overlooked.

Hello,

Thank you very much for submitting your complaint and posting all the relevant communication. I’m sorry to hear about your problem.

I have checked all the email between you and the casino, and unfortunately, I have to say that I didn’t find any communication mentioning gambling problem or a request for a self-exclusion.

Please, let me explain you what the difference is between closing the account and self-exclusion:

Some casinos use lots of tools for responsible gambling and I would not mention them here. What player can do if they’re unhappy in the casino: Close the account or self-exclude themselves, that's the two basic choices.

Closing an account is simple and has almost none impact - the player can reopen account anytime, and casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after cooling off period and this cannot be done for players who’s are addicted/with gambling problem).

In the case of self-exclusion, if casino failed in this, player may ask for a refund.

Let me know if there is any additional information that I have overlooked, but I’m afraid, since your account has been blocked now, I will be forced to reject your complaint. Thank you in advance for your reply and understanding.

Best regards,

Petronela

Do you have an opinion on the second part? The fact that I was intentionally instructed to put down a false county for my residence, at their request?

This is really the conclusion of the complaint? 

I understand what the differences are between closing an account, and self excluding yourself from an account.

Mbit Casino's terms state, "If you consider gambling starts to become a problem in your life, you can request a self exclusion from inside your player account, or through an email at support@mbitcasino.com" 

When I contacted live support prior to sending the email, this is exactly the directions they told me to follow.

Mbit even has a list labeling signs of problem gambling. These include "Always make sure you treat gambling as a form of entertainment and not as a source of income. Never bet more than you can afford to lose or while being in a state and make sure you take regular breaks from gambling." 

https://help.mbitcasino.com/en/articles/4362158-how-can-i-gamble-responsibly

In every email, I am telling them I want to permanently close my account, that I am gambling money I cannot afford to lose, that none of this is fun anymore, etc. They never acknowledged anything, just redirected me to bonus' and promotions.

"Some casinos use lots of tools for responsible gambling and I would not mention them here"

Can you explain what you mean by this? 

Why has the entire second half of my complaint, which is the more serious of the two in terms of direct evidence of them breaking their own terms of service, and having me lie about the country I live in? I was not aware of any problems since they have had my passport and other documents since day one. This didn’t seem relevant?

The fact that they are knowingly breaching their licensing contract with Antillephone by instructing players

A) To be playing on their casino, making deposits, withdrawals, all from a restricted location?

B) Instructing players to falsify their location details and lie on my location information so I keep gambling there?

Or the fact that Mbit only blocked my account, and refused to respond to any of my attempted messages or requests? 

Since Mbit disabled my account after I asked for email the history of correspondence, that in turn forces you to reject my complaint? 

Looking through the complaints, half of them involve players who have been locked out of their accounts after they have been disabled. Why is this complaint being treated differently ? 

https://casino.guru/bet365-casino-it-player-s-account-has-been-blocked

https://casino.guru/black-diamond-casino-player-s-account-has-been-blocked-3

https://casino.guru/unibet-casino-uk-player-s-account-has-been-suspended

https://casino.guru/slotty-slots-casino-player-s-account-has-been-blocked

I am not looking for you guys to try and enforce anything with them, I am just seeking for someone to act as a mediator, since they will not respond to any attempts I have made to contact them, or to get copies of documents. 

Hello,

Could you please advise when you have opened the account? Do I understand correctly that it has been verified in Dec 2016 and the live chat transcript is from Nov 2019?

Regarding your requests to close the account:

1st          (unknown date) You were complaining about a technical issue and RTP while playing blackjack. Email has been sent to vip@mbitcasino.com. All the requests for account closure should be directed to support@mbitcasino.com. Even live chat agent suggested  sending email to this email address.

2nd         Nov 14th 2020 You were complaining about RTP on blackjack, errors while playing and lack of incentives for VIP players. At the end you asked to delete your account and to ban you from the site. Email sent to support@mbitcasino.com.

3rd         Nov 22nd 2020 You have requested all the relevant communication, stating that you have lost everything. At this point your account was disabled.

I’m very sorry, but I believe that casino didn’t act incorrectly. In your first reply in this thread, you wrote that your first attempt to close your account has been sent on Aug 23rd, 2019. Could you please forward it to me? Thank you in advance. 

Hello,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

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

The player can reopen this complaint anytime.