The player from Germany won a substantial win at mBitcasino. Following a request for withdrawal and subsequent verification checks involving document submissions and multiple Skype calls, the player's account was locked. The casino informed the player that he didn't pass the verification process due to 'wrong personal data' and confiscated his winnings. The issue was eventually successfully resolved as the casino refunded the player his winnings and let him withdraw it.
mBitCasino - Player’s winnings were confiscated after unsuccessful verification.
Amount: $144,000
mBitCasino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
8 months ago
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9 months ago
Translation
Hello, I registered at mBitcasino on 20.07.23.
I deposited 0.4 ETH with a 175% bonus on the deposit.
I was extremely lucky and won just about 150k USD.
After implementing the bonus, I had 78 ETH in my balance.
I requested a withdrawal of 10 ETH, but it was rejected.
I received an email asking me to upload documents. I uploaded all the documents soon after; my passport, proof of address, and a selfie with my passport and note.
I was told via email that they would get back to me within 24 hours, but it took longer. Then on Friday, I was informed that they wanted to do a Skype call to finalize the verification with me.
I wanted to make the call as soon as possible so that it could be finalized. On Monday, I was informed that it was too short notice and had to be scheduled a few days in advance. The call was made on Wednesday.
I was asked many questions about the games I played and about my personal data. I answered all the questions and held my ID and passport to the camera while they could see me on camera.
2 minutes after the call ended, they wrote to me stating there was a problem and the call needed to be repeated. 5 minutes later, the call was repeated and I was asked even more questions.
I answered all the questions and the call ended after 15 minutes. They told me I would receive an email as soon as it was reviewed.
That evening, I tried to log into my account and was horrified to find that my account was locked. I sent an email asking why my account was locked. The next morning, I was told that my account would remain locked until the verification was still under review.
A few hours later, I tried to log into my account again and it was unlocked. I again requested a withdrawal of 10 ETH.
2 hours later, my account was again locked. I didn't receive any email about this. I noticed it because I tried to log in.
This morning, I was informed via email that I did not pass the verification and therefore they are confiscating all my winnings.
I asked them directly why I did not pass the verification and was only told "wrong personal data" as a reason.
They didn't respond to any further questions asking what exactly they mean.
I am extremely shocked and can't believe that everything is being done to avoid paying out my win.
This is a life-changing amount for me and I really need your help, Casino Guru.
The casino received all the requested documents from me and I answered all the questions during the Skype call.
I played with a bonus and didn't violate any terms. I didn't play any forbidden games and I didn't rotate too high with the bonus.
Please help me.
Automatic translation:
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9 months ago
Dear Fidonator,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with mBitCasino.
Please allow me to ask you a few questions, so I can better understand the situation.
Could you please explain if filled correct personal information in your account? Were the documents you submitted to the casino in agreement with the personal information entered in your casino profile?
Could you please send me the correspondence you received from the casino to my email at tomas@casino.guru?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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9 months ago
Translation
Hello Tomas, thanks for the quick reply.
I have forwarded the entire email history to your email.
When registering, all I had to do was enter my email and password. All data and documents I have sent to the casino are 100% correct.
I hope you can help me.
Automatic translation:
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9 months ago
Do I understand correctly that prior to starting verification in the casino, you didn't fill your player profile with personal information?
Please let me know.
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9 months ago
Translation
Hello Tomas, thanks for the quick reply.
When registering, I was only asked to choose an email address and a password. After requesting a withdrawal, the casino asked me to upload my passport, proof of address and selfie with passport and note. I uploaded all the documents in no time.
After 2 days they told me they want to make a Skype verification call to complete the verification. I made the call with the casino and answered all of their questions and held my passport up to the camera.
After 2 days I just got the email that my verification failed and therefore all winnings will be confiscated.
I assure you that all data is correct and that I only have this one account and have not violated any other terms and conditions.
I feel extremely betrayed and hope you can help me please. That's a life-changing sum.
Automatic translation:
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9 months ago
Thank you very much, Fidonator, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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9 months ago
Hi Fidonator,
I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite mBitCasino to the conversation to participate in the resolution of this complaint.
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9 months ago
Hello,
The account is still under investigation.
We would want to apologize for taking longer than expected.
At this moment, we have prioritized this account.
Thank you for your patience and understanding.
Best Regards
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8 months ago
Hello,
We sincerely apologize for the inconveniences caused by the delay. Please note that the player account is unlocked and he is able to play/ withdraw the funds, as he desires. An mBitcasino representative will reach out to the player directly to facilitate any required transaction.
Thank you for your patience and understanding.
Best Regards
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8 months ago
Thank you mBitCasino team for the update.
Dear Fidonator,
Can we consider the issue to be resolved?
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8 months ago
Translation
Hello mBitcasino has paid out the case can be closed.
Thanks Casino Guru and mBitcasino.
Automatic translation:
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8 months ago
Thank you, Fidonator, for the update. I'm glad to hear that you got your winnings back. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Peter
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