Mr Bit Casino BG - Player’s account is locked and funds are inaccessible.

My account has been locked for over 20 days and I can't withdraw funds. Two days ago they asked me for verification via video call, which would take place during working hours. My work is busy and stressful and I barely found 10 minutes for this call, and they didn't agree to a call outside of working hours. However, after that my account remains locked.

Dear mimi8181,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• When exactly did you have this call with the casino? Did you provide any documents to verify your identity?
• Do I understand correctly that you currently have лв3600 (dispute value) in your casino account?

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,

Kristina

1. I've only played slots there.
2. The call was on 03/20/2025 and I sent an ID card, as far as I remember.
3. I made a withdrawal for 3600lv, it is possible that I had more in my account, 3800-4000lv

Thank you very much for your reply, mimi8181. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.