mBitCasino - Player’s funds have been withdrawn from his account without his consent.

Since 11.07.2019 my account at the casino mbitcassino.com there has been some unauthorized access to my account where hackers managed to withdraw 0.75mbtc the casino has denied responsibility for the account and values, I waited for them to do the security check and they told me the ip that the withdrawal was from was from the USA, i live in Brazil ... they didn’t want to refund me the amount they stole from me in any way, but isn’t their responsibility the security of my account? And to be able to make the withdrawal it is necessary to confirm the email they send with the account, after this confirmation the withdrawal is processed, I have not received any email. In short I lost, the casino did not want to credit the amount but offered a 40mbtc bonus with an unacceptable logical rollover that I would not get, especially with game manipulations. I accepted at first but I did not agree and I was injured by the casino and I want my 75mbtc deposited in my account as they were there, it is not my responsibility to secure the site, they are responsible because they were in possession of my money.

I just want my 75bmtc credited to my account, nothing more, I don't want a bonus or even a rollover, I just want what's mine.

Dear Marcio,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Casinos should ensure privacy and security of all players and their accounts. In this particular casino, 128-bit SSL (Secure Socket Layer) is being used, the technology preferred by many legal and financial institutions, to guarantee safety of all transactions performed on the website. 

I will contact the casino and ask them for their standpoint, but before that, please, could you forward any relevant communication between you and the casino to my email address (petronela.k@casino.guru)? Hopefully, I will be able to help you with this case as soon as possible. Thank you very much in advance for your reply.

Best regards,

Petronela

Hello Petronela, I'll send you some prints of my account history so you can check that I was always an active user at the casino, the image where I highlight in yellow is the withdrawal they made, the other images are my history as an active user, I don't have nothing against the casino and I have been their customers for years, unfortunately this problem occurred and they didn’t want to reimburse the values, I kept playing on the site because they said I was going to see what happened with the security sector, unfortunately I don’t have the conversation history for support anymore because I was very irritated by their decision at the time, yesterday I requested all the wallets that were withdrawn, at great cost they informed me the wallet where these funds were sent, I entered the blockchain and it seems that this wallet does not exist. on the casino website it is not possible to see the wallets follows the wallet that vip@mbitcasino.com sent me being the possible wallet where the funds were sent.

I just ask you to help me get back what was my nothing more. I was unable to attach more than one image, only attached where I show what the irregular transaction was.

1Hh5BD2GjkELamXQV2z9HZ3fQqtHz4ewXr

Dear Marcio,

Thank you very much for your quick reply and for forwarding all the relevant communication and screenshots. I contacted the casino regarding your issue. Hopefully, we will receive a response soon and sort this case to your satisfaction.

mBitCasino, please could you advise? Thank you in advance for your reply. 

Hello, Petronela I believe that the casino will not respond, as it is not responding to my emails either

We would like to ask the mBitCasino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Hello Marcio,

We understand that your family member had access to your account, we recommend that you use 2 factor authentication in the future. Our VIP team have already reached out to you to resolve this and we thank you for being a valued VIP member.

Dear Marcio,

I’m sure that you checked casino’s reply. Please could you keep me updated regarding any outcome?

Hello Petronela, yes the casino got in touch with me solving the problem, the amount was properly credited to my account, I just have to thank you for helping me solve the problem.

I also thank the mbitcassino for solving and understanding the facts and know that I am a longtime member of them, with the resolution of the facts I give a score of 10 to the casino, and future players can play it cool in the casino they pay their winnings right and I am an old member the casino.

Thank you very much Marcio for your update. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks both sides for cooperation and Marcio, please, don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.