mBitCasino - Player's race participation unrecognized.

Hi, this past weekend mbitcasino was having a Gamebeat branded race. I was up about $3,000 at the time and decided to make a run at this race. I clicked on the specific race, read the terms and conditions (included) and also read the general rules and bonus rules that are referenced.

I proceed to play and lose all $3,000. That's fine, it happens, no big deal. Most of my play was on Gamebeat Roaring Lion, some on Buffalo Trail. The following morning, I notice I'm nowhere on the leaderboard. I wagered about 150 mbtc which would have put me in second or third. I ask support, no one can explain why I'm not listed.

I decide to do a google.search and find an older promotional post about this event and it specified that only 6 or 7 games were included.

As a new customer, I never saw this post and had no idea this post existed. Literally the only way to find the MOST IMPORTANT terms would be to have gone back into the promotions tab and searched down for this post and read it as well.

No, why in the world would the most specific terms for the race not be included in the specific race terms and conditions. I clicked on the race, clicked on the terms, and it mentioned nothing about game restrictions. It didn't say to go read even more terms in an older promotional post about this event.

It's absolute nonsense. How could an oversight of something that monumentally important just be forgotten from the Gamebeat terms and conditions.

I simply asked the casino to award me the free Gamebeat spins that would be commiserate with where I would have finished in this race. They have totally ignored my request and appear unwilling to accept their error or take care of the customer who was blatantly cheated out of money by participating in this race.

Hello ryanandireed,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with mBitCasino Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Which games did you play exactly? Where did you find out which games are restricted from the race?

What did the casino say when you contacted them regarding your issue?

Looking forward to your answer.

Regards,

Nick

Nick, no my account has not yet been verified. I just joined the casino a day previous to this Gamebeat race. I contacted the casino a number of times after noticing my name was not on the leaderboard. They reviewed my gameplay and information and said they would forward along my concern to a specialist, because they could not figure out why my gameplay was not being credited. I played the game Raging Lion by Gamebeat for 130 of the mbtc played. I eventually found the list of games by Google searching "mbitcasino gamebeat race"... This led me to a promotional post that mbitcasino had put out previously which listed the game list. This information can be found on the promotions tabs listed down a few posts before now..

My complaint is that's these UNBELIEVABLY IMPORTANT terms about qualifying games were not included on the specific race when you clicked to view the terms. There was no information saying to check the promotions tab for even more specific terms. Why would the most specific terms not be on the actual race itself? I am new to the site and had no idea I should go searching the website to find additional terms listed elsewhere

Hello,

We have contacted the client and apologized for the misunderstanding. The initial deposited amount was returned to the client too. We have taken measures to make sure that in the future, the games are listed in multiple locations.

Thank you for your patience and understanding.

Best Regards

I see that my account did have funds returned to it. And I appreciate the gesture, and would appreciate the complaint being dismissed. Additionally, I'll make a notation to my review about this courtesy. That's all I was looking for, and I appreciate it

Dear ryanandireed,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Casino.Guru