mBitCasino - Withdrawal of player's winnings has been delayed.

Hi, the other day I was referred over to check out Mbitcasino. I made a hundred dollar deposit and started playing. I ended up winning over $8,000 on the Roaring Lion slot. I know I'm bad about losing everything I won, I decided to request a withdrawal for $2,000.

Fast forward an hour, and I receive a message saying that the casino has a real quick security check to run that is standard.y withdrawal will be cancelled and returned to my account. Why my withdrawal couldn't just process after the security check, I'll never know.

I've played at Bitstarz for years and know KYC process can speed this type of thing up. So despite the representative telling me that no other information was needed at the moment, I proactively sent over all my KYC documents (front/back, Rogers invoice)

I waited the entire day and tried again to process a withdrawal for a smaller amount thinking that surely the quick security check was complete, especially considering they now have my documentation. However, this withdrawal was quickly just put back to my account.

Since this started, I've started taking screen recordings as I play, because it certainly felt a lot like a stall tactic where the customer is going to end up giving back winnings. And sure enough, I'm down to $5500 after I lost over $5000 in an hour across the absolute worst run I've ever seen in my life of gambling. Sure it could be terrible luck, but it all seems a bit suspect.

Why is the response to a security check to cancel a withdrawal and put the funds back in my account. Why is it a simple, standard security check is holding up my account still despite having my paperwork? I've tried contacting them multiple times and either get no response or I'm told to contact the payments/security team for more information.

I enjoy the site, but not if they are going to create hurdles for withdrawals in the rare event a player wins.

Dear ExpoInMicro,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Hello,

We can see that the previous 5 operations on clients account were all withdrawals.

We apologize for taking longer than expected. We always do our best to operate as fast as possible.

Two withdrawals were indeed denied on the 27th, still since 28 we have processed all requested withdrawals

Thank you for your patience and understanding.

Best Regards

Dear ExpoInMicro,

Have you received your withdrawal from the casino yet?

Dear ExpoInMicro,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.