mBitCasino - Player’s winnings were voided due to cancellation of a bonus.

I deposited 50 usdt to my account did not select a bonus did not get credited for a bonus and began playing the newer mayan game that was under the buy a bonus section, where u can't buy a bonus when your playing with a bonus. And I bought a bonus twice during the session. I played a different game then I played the mummy game where you can buy a bonus but it wouldn't let me due to a bonus I had that I didn't before the game started. One that when I cancelled it immediately took all of my winnings, from 4.7mbtc to 1.9mbtc and I lost constantly until I was broke. So they ove me for 2.2mbtc and my deposit of 1.9mbtc the bonus I didn't get or ask for but was injected into my play was .68 mbtc. They CHEATED

Dear forlines78,

Thank you very much for submitting this complaint. I’m sorry about your problem. Please allow me to ask you a few questions to make sure I understand the situation completely.

How many bonuses in total have you bought? Have you met the wagering requirements for all the active bonuses? Which games exactly have you played?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your response.

Best regards

Veronika

The first game I played was kukulakans queen I bought 2 bonuses during that session because I didn't ask for a deposit on my bonus so there was none. I then played platinum lightning and then mummyland treasures where I attempted to buy a bonus and it told me because of a bonus I was on currently I couldn't so I checked and somehow I'd gotten a deposit bonuses I did not enable and don't recall initially seeing. So I cancelled it, I was at 7.* Mbtc and the bonus was for .68mbtc so I quickly forfeited it and lost everything accept the 1.9mbtc I started with. Also every game I played after quickly spent my remaining funds. This seems like dirty pool to me and cheating the player outright. I wannt the 7.* Mbtc minus the .68mbtc bonus as I think it's only fair. Seeing as how clearly I wouldn't have been able to buy a bonus twice if I were under the deposit bonus initially and didn't ask for it. Further a bonus has never automatically posted I've always enabled them. So the one time I actually start winning and you cheat me. No way

I meant bonus on my deposit srry.

Exactly 2 bought bonuses on kukulakan , on the buy a bonus feature on the game, there are no wagering requirements for those. They are also unavailable to buy if you are under a bonus that has wagering requirements as when you try to it zeroes your balance and you have to exit the game to get your balance back. So I had no bonus on my deposit initially, as I was able to buy two bonus features in game. I played platinum lightning for a few minutes and then I mummyland treasures where I tried to buy a bonus feature and it did zero my balance out saying I had an active bonus with wagering requirements I did not have previous and did not activate or ask for. So it was added to my account without my request or approval or knowledge. And it caused me to lose the equivalent of 100 USD and after I forfeited the bonus as soon as I noticed it I did not win on any of the games I played after. I call this action out as being an obvious yet to a novice completely unnoticeable scam and I kindly request 150 USD in btc in my available balance not bonus.

Could you please advise if you have been in contact with customer support regarding this issue? If so, please forward any relevant communication between you and the casino to veronika.l@casino.guru. Thank you.

so I mentioned the fact that I didn't ask for the bonus and how it was strange that I was able to buy a bonus when you aren't able to buy a bonus game feature while under a deposit bonus. So even my gameplay reflects the no presence of a deposit bonus initially

I checked the Bonus Terms and Conditions of the casino and this is what I found:

Deposit Bonuses

1. Some deposit bonuses are enabled by default at the time of signup. The First Deposit Bonus, Second Deposit Bonus, Third Deposit Bonus, some reload bonuses and Cashback bonuses will be added automatically to your account at the time of depositing or at the end of the promotion period unless you opt out of bonuses.

2. Should you wish to opt out and play without bonuses, you can tick the "I don’t want to receive bonuses" checkbox located on the Bonuses section from your dashboard before you make your deposit. Alternatively, you can contact our live support operators and ask them to disable automatic bonuses for your account.

Could you please advise if you ticked the "I don't want to receive bonuses" checkbox? Were you aware of the fact that some deposit bonuses are enabled by default?

I e deposited alot over 2k in deposits since I started playing and this time is the first time ever that this has happened . So no and I'm trying to tell you I was able to use the buy a bonus feature after depositing and according to your rules I should not have been able to even play on a buy a bonus game if I'd been under a deposit bonus. Try again.

Thank you very much, forlines78, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem resolved to your satisfaction in the near future.

Hello forlines78,

I am sorry to hear about your experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite mBitCasino to join this conversation and participate in the resolution of this complaint.

Dear mBitCasino,

Could you please provide us with an explanation of the player's situation in more detail from your point of view?

It looks like the player was already opted out of receiving automatic bonuses because the bonus buy feature would not be available.

Thank you in advance for providing the information.

Kind regards,

Tomas

What I was explaining is the same I've tried to explain on the website now several times with no straight answer so I'll list things in the order they happened.

I made a deposit I did not ask for a bonus, I've deposited many many times and not requested bonus and I've never automatically recieved one

The first game I played was from the buy a bonus feature games where I proceeded to buy a bonus and came out winning the game was kukulakan .

I then played platinum lightning coming out winning there as well.

I tried to play another buy a bonus feature and was not allowed and all the other buy a bonus feature games I attempted I was not allowed because of a playthrough I now had.

I looked into it and somehow for the first time ever had a bonus that added a percentage to my deposit, I never get those the playthrough is unrealistic, I obviously didn't start with it as I was allowed to play kukulakan . So I cancelled the bonus and was stripped of all of my winnings.

How is this fair? It's cheating.

We would like to ask the casino 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’ which may negatively affect its rating.

Hello,

Apologies for taking this long to reply.

We have investigated and we have determined that for the deposit CREATED AT 2023-06-16 01:41:48(UTC) that the client is referring at, there was the Pizazz V Weekly Reload 2023-06-16 01:41:49 (UTC) 0.00068362 BTC the bonus was received immediately, as we can see in the timestamps.

Continuing our investigation, we have determined that there was no gameplay for several hours before the deposit+bonus were active. Last bet before the upper mentioned was initiated 2023-06-15 05:13:52.171 (UTC) and completed 2023-06-15 05:13:52.203 (UTC), considering this, the client could not have placed any bets in other than allowed games. With the active bonus, the following games were accessed by the client:

Kukulkan’s Queen - 28 placed bets

Platinum Lightning Deluxe - 16 placed bets

The first bet placed after the deposit was done, was 2023-06-16 01:42:58.904 (UTC) 1 minute after the deposit and bonus were confirmed, there were no bets placed without the bonus attached.

The Pizazz V Weekly Reload is an automatic bonus offered to our clients every Friday. Should them not desire it, they can forfeit it or ask CS to forfeit it for them.

Thank you for your patience and understanding.

Best Regards

This part I have to ask them, why was I allowed to place buy a bonus feature on the gAme kukulakan but not any other game. I was t allowed to play. Again even if this were the case it's misleading to allow me to play one game where u buy a bonus but no other ones . And I also noticed this past week you didn't automatically add a bonus without me adding it myself .. that is the only time ever you sid that

Dear mBitCasino,

Can you please confirm if it's possible or restricted to buy a bonus feature in games while having an active bonus? I cannot find it anywhere in your T&Cs. Perhaps only some games are allowed for buying bonus features during an active bonus?

forlines78, it looks like the casino is right here. As I can see, before a deposit is made, there is an option to decline to receive the bonus. See the image below:

But to be honest, I don't know if this is how it works with the Pizazz V Weekly Reload. I will check it out tomorrow.

Thank you both for your cooperation.

Kind regards,

Tomas

Hello,

The system is automatically flagging the games that are not playable while a bonus is active, and the clients are not able to enter a forbidden game. They are prompted with a message, and not allowed to play.

May we remind you that the client had no bets placed for more than 12 hours before the deposit in question, and definitely no bets were placed without the attached bonus, because the bonus was attached immediately after the funds landed in client's account.

"We have investigated and we have determined that for the deposit CREATED AT 2023-06-16 01:41:48(UTC) that the client is referring at, there was the Pizazz V Weekly Reload 2023-06-16 01:41:49 (UTC) 0.00068362 BTC the bonus was received immediately, as we can see in the timestamps.

Continuing our investigation, we have determined that there was no gameplay for several hours before the deposit+bonus were active. Last bet before the upper mentioned was initiated 2023-06-15 05:13:52.171 (UTC) and completed 2023-06-15 05:13:52.203 (UTC), considering this, the client could not have placed any bets in other than allowed games."

Every bonus has the Forfeit option, this can be accessed and clicked at any time. Should a client not want to play with an active bonus, they can simply Forfeit it, or ask CS to forfeit it for them.

"Wagering can ONLY be done in SLOTS. Table Games, Live Games or any other games CANNOT be used to wager the bonus or while the bonus is active. Please refer to our Casino Bonus Payments section to find out more about contributions. If you made a bet on any of the restricted games by mistake, please contact our live support."

The Pizazz V Weekly Reload is added automatically every Friday, only if the deposit matches the minimum requirement, which, at this date, is 2 mBTC. On 30th or on 23rd of June there were no deposits on your account.

We hope this clarifies the situation and we are here for further inquiries.

Best Regards

So tell me why then, this is the ONLY instance of this bonus EVER being automatically added to my account ESPECIALLY after I looked at the available bonuses and everything looked the same as it always had. The only active bonuses were the free spins which I did not receive either but were active. You will also note that I have never once added a percentage bonus to my account ever and that I always use my free spins bonus at the end every time because all your casino does anyways is take all the money accept the first time I played when I won less than 200 dollars. I do think this is the only other time I actually won a significant amount more than what I deposited and look what happened... No matter what you say I find it hard to understand why one buy a bonus feature game with the same volatility as the other is okay to play under a deposit bonus, but the others are not. Not to mention you have danced around this issue the entire time.

Dear mBitCasino,

Before we proceed, I would like you to clarify how the "Pizazz V Weekly Reload" bonus operates. If the bonus is automatically added after a sufficient deposit is made, is the player aware that they are receiving this bonus when making a deposit? Can the player see the bonus mentioned in the deposit window when adding funds? Is there an option for the player to decline the bonus? Has the player been notified that the bonus was activated, either through a notification or email?

Furthermore, I cannot find any information about this campaign on your website. In summary, what I am trying to ascertain is whether the player was aware that they were playing with a bonus.

Additionally, we would like to request the player's game log from the time when the bonus was activated. Please send this data to my email address: tomas.k@casino.guru

Thank you for your cooperation.

Kind regards,

Tomas

Hello,

"If the bonus is automatically added after a sufficient deposit is made, is the player aware that they are receiving this bonus when making a deposit?"

• All available bonuses are listed in https://www.mbitcasino.io/bonuses
• "Pizazz V Weekly Reload" Is mentioned in the https://www.mbitcasino.io/terms/vip-terms page under paragraph 12.3.

"Can the player see the bonus mentioned in the deposit window when adding funds?"

• The client cannot see in the Deposit popup, however, they can view the offers in Bonus page.

"Is there an option for the player to decline the bonus?"

• Yes, every bonus has the "Forfeit" option. The clients can Forfeit any bonus at any time.

"Has the player been notified that the bonus was activated, either through a notification or email?"

• The clients are informed via email about the cashback or cash bonuses.

We will send the required information via email.

Best Regards

Dear mBitCasino,

Thank you for taking the time to answer my questions. While I await the requested game log, I do have one more question.

Can you please determine what balance indicates the red arrow below? Is it a real money balance or a total balance (real money + bonus money)?

Thank you for your cooperation.

Kind regards,

Tomas

Hello,

That indicates the total balance, Deposit amount+ Bonus amount.

If a client deposits 2 mBTC and receives a bonus amount of 2 mBTC, it will show 4 mBTC in that location.

In that location the total amounts are visible. The client is able to see that instead of playing with 2 mBTC, they are in fat, playing with a higher amount, because a bonus was attached.

Best Regards

Hello,

Please find the details in the below screenshot.

As you can see the full amount is displayed, and below it is specified the deposit amount and the bonus amount that sum the total.

Best Regards

What does this show, it's irrelevant information. Once again your not addressing my direct claim. That's my current balance and this discussion started weeks ago.

Also I began with 2 not 4 which means no I did not start with a bonus , which explains why I was able to initially play a game from a section of games I would have not been able to play in had I started with a bonus. So you just admitted to cheating me

Any way you have explained it you have affirmed what I'm claiming

Dear mBitCasino, thank you for your cooperation.

After I have reviewed the documents provided, could you please forward the email referred to, which should have been sent to the player, confirming the activation of the "Pizazz V Weekly Reload" after a sufficient deposit was made?

Here's my email address once again: tomas.k@casino.guru

Thank you.

Kind regards,

Tomas

Hello,

There is not an email that is sent to the client for receiving the promotion. The client can see in any game and in the dashboard that they are playing with more funds that they have deposited and they can decline the bonus at any time.

In this situation no bets were placed without the added bonus.

Best Regards.

Again no games could have been even played with certain features and the buy a bonus feature games are in this category yet the very first game played was kukulakan which is in that category. So is the one I was denied playing later just before I discovered I had a bonus added to my account that prevented it. Also contrary to what you said earlier I did not start with 4 I started with 2. I won up to 4 playing kukulakan and won over 7 on platinum lightning. Then I couldn't play the mummy game and discovered there was a bonus. So you admitted earlier in conversation my balance was 4 which means the bonus was added after when my balance was 4 after kukulakan .. look just do the right thing here and give me back what I'm asking. Your really making me not even want to play your site ever and even tho I only ever won once there I still kinda enjoyed it. This is really seeming petty and squabbling over such an insignificant amount is petty and looks bad. It makes me wonder how often this has been done to other people.

Hello,

We are sorry for not being more clear, the following was an example and not your actual account history:

"If a client deposits 2 mBTC and receives a bonus amount of 2 mBTC, it will show 4 mBTC in that location.

In that location the total amounts are visible. The client is able to see that instead of playing with 2 mBTC, they are in fat, playing with a higher amount, because a bonus was attached."

Your actual account history was as below:

At the moment of your deposit you have received 0.00068362 BTC Pizazz V Weekly Reload, and you have started to play with 0.0026376 BTC.

Thank you for your patience and understanding.

Best Regards

Yes but what I have told you several times I did not select a bonus and this will be the ONLY instance where there was a bonus automatically added when I did not select one. This literally never happens and still doesn't explain as to how I was able to 8nitially play a restricted game if a bonus had already been added, giving me the i.pression there was no bonus added. This is unfair

Hello,

The mentioned game Kukulkan’s Queen, is a slot game. This game is accepted to be played wile an active bonus is attached to the deposited amount, on the account.

Please allow us to repeat that the bonus was added immediately after the deposit landed in the account.

Thank you for your patience and understanding.

Best Regards

Dear mBitCasino,

After a lengthy discussion with my team, we have decided that we cannot agree with your decision to void the player's winnings.

We believe that the player should have been informed properly that they were playing with a bonus. If casinos have bonuses that are added automatically, players should know this before they start to play. In this case, the only way for the player to know about the bonus was to check their current balance. This is quite not user-friendly, as players should not have to constantly check their balance to see if they have an active bonus.

In addition, it would be better for players to be able to decide whether or not they want to take a bonus before they make a deposit. Unfortunately, this is not the case. We also want to point out that not every player reads the bonus terms, especially VIP bonus terms, in advance.

Considering all of these facts, we believe that the player should be paid in full for their winnings.

We would like to know if your decision is final. If so, we will have to reject the complaint as unresolved and recommend that the player contact the gaming authority.

Thank you for your understanding and cooperation.

Kind regards,

Tomas

Furthermore here is a shot of the bonus page which clearly the bonuses have to be manually enabled

Hello,

Please allow us to recap.

The client deposited the minimum required in order to receive the automatic weekly bonus. The reasons for which this was the only automated bonus was because it was the only eligible deposit during Friday since the account was created. As per terms, if this Friday the player will make another eligible deposit, he will received the automated bonus again.

The bonus was attached to the deposited amount instantly. When he started playing the balance already contained the bonus funds too. There would be no way to not notice the increased balance while in any game, regardless on bonus buy features.

The client played the funds until he decided to cancel/forfeit the bonus.

Our terms and conditions clearly mention that if a bonus is cancelled, the winnings derived from that bonus are lost too.

Cancelling the bonus was the client's decision and the funds are deducted automatically by the system, as with any instance of bonus cancelation.

Best Regards

Ok so I should report this to the gaming commission correct?

I clearly has not just signed up I'd already spent almost 2k previously in small increments over a fairly substantial period . And I've been checking every day and have yet to see this automatic bonus which is ludicrous . This is the only instance of an automatic bonus I've ever seen and if I'd known it was going to happen I'd specified otherwise like when I did not select any of the other bonuses.

Hello,

We did not state that this is a new account, we have stated that this was the only time that your deposit made during Friday, qualified for the Weekly reload bonus that is offered only during Friday based on your account level. That is the reason why you did not receive it before this instance.

Thank you for your patience and understanding.

Best Regards

I did not see where I was even notified of this bonus being added! So I did not select this bonus I did not see in the select a bonus before the deposit was made that I could select or deselect this bonus and I would not have wanted this bonus knowing it would have been automatically added had I known and since you say I just qualified I had no previous knowledge I would receive it. There had been no percentage bonuses selected by me ever in my bonus history, only free spins bonuses . Also, my account never slipped down far enough to even use any part of the bonus so technically none of the bonus was used to obtain any winnings. I could understand of my account balance would have slipped down to the amount where the bonus amount given was used but it wasn't. So your just being unfair all the way around.

I also see now how we no longer recieve weekly spins unless we deposit every week now. This is common when a casino is baiting customers. After dumping a lot of money in and not winning, the level perks change in order to get more money for something that was offered as reward for making it that far in. While it has nothing to do with the issue at hand, it says something against the reputability. Taking away opportunity to win after huge losses without the player actually making any gain from opportunity, seeing as any gain from previous opportunity was never enough to make withdraw requirements. I honestly don't think any of the players make more than one withdraw, I'd be willing to bet. With all of the huge winners probably being from the same IP address as the casino.

Dear forlines78,

As mentioned previously, we cannot agree with the casino's decision to take away your winnings.

I'm sorry to inform you that the complaint has been marked as unresolved. I understand that this may not be the ideal outcome for you. However, it's worth noting that unresolved complaints can negatively impact the casino's rating and potentially prompt them to reevaluate their approach. Rest assured, if the casino does decide to revisit the matter, we will reopen the complaint and notify you via email.

In the meantime, I recommend that you contact the responsible gaming authority - Antillephone N.V. (Curacao), and submit a complaint to them (certria@gaminglicences.com and/or complaints@gaminglicences.com). Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if it is needed. Please note it is a rather passive licensing authority and you can wait weeks or even months for an answer.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

In case you need any help, please contact me at tomas.k@casino.guru.

Best regards,

Tomas

We’ve reopened this complaint at the request of mBitCasino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear mBitCasino,

Could you please share your new decision mentioned in the email with us? Thank you.

Kind regards,

Tomas

Hello,

Thank you for reopening the case.

We will add 4.1 mBTC to client's account ac claimed in the initial message "... So they ove me for 2.2mbtc and my deposit of 1.9mbtc...", funds that the client will be able to immediately withdraw.

We apologize for taking a long time to reach this decision and for any inconvenience that we have created.

We would want to know if the client agrees, then we will proceed with adding the funds and the client will be informed via email too.

Thank you for your extended patience and understanding.

Best Regards

Dear forlines78,

Could you please confirm if you agree with the casino's proposal, so they can proceed to reinstate your balance?

Thank you.

Kind regards,

Tomas

I agree

And I thank you casino guru and you as well mbit for being fair. I apologise for calling you a cheat.

Wait a minute my account has been disabled!

Hello,

Thank you for agreeing. Our Payments team will contact you via email immediately.

Once again we apologize for the created inconveniences.

Best Regards

Dear mBitCasino,

Is it correct that the player's account has been blocked?

Kind regards,

Tomas

Hello,

Yes, that is correct and the client was informed via email about the reasons.

The client responded via email, with the required information, we will send the funds as soon as possible.

Best Regards

Ok yeah my acct is disabled, but they just contacted me and I provided my wallet address and I'll keep you posted as to when I receive my Bitcoin. Thank you

Dear forlines78,

I'm awaiting your update regarding the receipt of the payment. Thank you.

Kind regards,

Tomas

Well I asked and they said it would be 3 days. 🤷 I remember the only withdraw I made from them took less than an hour so.... I'll keep you posted I guess

Ok I got it. All good! Thank you!

That was my first month long argument in my life!

Dear forlines78,

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,

Tomas