Mr Bit Casino BG - Player’s winnings are refused due to a name confusion.

After wagering 1660 BGN, they refuse to give me my winnings of 150 EUR, messing around with my name. They're asking me to state 'the Baptizer'.

Dear Deiv8504,

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 make sure I understand your situation completely.

Could you please specify if the name you put in the registration form when you opened your casino account matches the name on your identity documents?

Could you kindly advise which documents you have already provided for verification and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format? Have any of your documents been approved?

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

Hello, I am waiting for your reply

I'm sorry but I'm not sure I understand. Do you and your brother have both accounts in this casino? Has any of your accounts been verified?

Please forward me the communication between you and the casino customer support that could be relevant to the investigation of your case. My email address is veronika.l@casino.guru. Thank you.

Thank you for your explanation. According to the casino's Terms and Conditions:

3.2.1. Only one account for each household, IP address and computer device is allowed. If two or more users share the same household, IP address and computer device, Avento MT Limited shall have the right to retain any winnings in the respective accounts, close the said accounts and refund the deposits which generated the said winnings.

Are you and your brother logging into your casino accounts using the same device? Is there a possibility that you share an IP address?

Do you both reside in the same household?

Are you and your brother using the same payment method for depositing into the casino?

Have either of you activated any bonuses while playing in the casino? Also, what types of games did you play (slots, live casino games, sports betting)?

Dear Deiv8504,

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.

We do not carry gaming slots

You have not answered my questions. To assist you further, please provide the requested information. Failure to cooperate may result in the rejection of your complaint.

Dear Deiv8504,

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.