mBitCasino - Player was able to create a new account despite being self-excluded.

They banned me for life a couple of years ago and On march 16 2024 I informed them that i was the SAME person playing with this account as the person who they banned for life and they COMPLETELY ignored my efforts to inform them and they continued allowing me to play until a few days ago when i finally started to make complaints… Now they closed my account and they won’t refund me my losses after the time I wrote that email informing them of who i was… I know for a FACT that my overall losses during that time were much greater than winnings and they are denying that is true and they won’t provide me with my transaction history proving their claim. I can’t login to my account anymore to see for myself….Mbit is fraudulent and they OBVIOUSLY do NOT take players safety and security seriously AT ALL like they claim they do. If they did then they would refund me my money since they clearly told me that my money would NEVER be accepted at MBIt EVER again as can be seen in the email screenshots i’ve attached. They have to make some efforts to uphold their security protections otherwise it is pointless!

I have more screenshots to attach to this complaint that it allows me to… Please tell me where to send the rest of my screenshots

Dear tmoach,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Did you use different email addresses to register in this casino each time you created a new account?

Have you passed the full KYC verification in any of your accounts?

Please forward me all the communication that could be relevant to the investigation of your case at veronika.f@casino.guru.

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

Best regards

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

i replied to the email you provided with the screenshots you requested from me

Thank you for your email and the detailed explanation you provided. Unfortunately, I must inform you that I do not have good news.

As you mentioned, none of your casino accounts were fully verified. mBitCasino operates as a crypto casino with a streamlined registration process that requires only an email address or offers the option to register through select social networks. While this system provides convenience for players seeking quick access, it also has its limitations: individuals who are self-excluded may bypass the self-exclusion measures by creating a new account with a different email address.

Regrettably, by circumventing the casino's self-exclusion process and registering with a new email and name, the system was unable to identify you as a previously blocked user. Consequently, we cannot assist in recovering refunds or winnings in this situation.

For these reasons, your complaint will now be closed. I am truly sorry we could not provide a more favorable outcome on this occasion. Please feel free to reach out to us if you encounter any issues with this or other casinos in the future. We are here to help.

Best regards,

Veronika

Casino Guru Team

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).

BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods. 

Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.