Mr Bit Casino - Player's account blocked after withdrawal attempt.

On March 8, I deposited 50 BGN and received an additional 50 BGN bonus. I played for two days and used all the bonus money. The remaining amount was my original deposit, which I decided to withdraw. I waited the entire day, but they didn't process the transaction. I then reversed the withdrawal request and attempted to withdraw the money again, but my account was blocked. I thought I might have made a mistake, so I contacted customer support. They informed me that my account wasn't verified, even though I had previously received a payment of 170 BGN after verification. When I asked why, they told me I needed to provide a video of my ID card and a white sheet with the date on it. I complied and was told to wait 24 hours. The next day, I was informed that they didn't receive the video. I sent it again to the verification team and support, but the next day they asked me to film directly from their profile. However, there was no option for this, so I filmed it from my gallery and sent it again, but I received no response. I offered my ID card, a selfie, and a document for my residential address, but still nothing. Today, to top it off, they've blocked my access to their platform. At first, I thought I might have forgotten my password and requested a password reset, but it turned out they did it intentionally. They informed me that I would have to speak with them, but I didn't. Yesterday, someone from Romania called me, but I didn't dare to pick up the call fearing it might be a scam. These days, I've been bedridden due to constant heart palpitations and high blood pressure. Furthermore, I have swollen gums, stitches on my forehead from a fall, and blood pressure fluctuations. I kindly ask for your assistance to withdraw my money. I may not play there anymore, but it's my money and I should rightfully have it back.

Hello Stefkataseva,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Mr Bit Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

I don't know what is convenient and what is not, no one gives information, I only know that on 09 03 24 at 17.04 min I received a reply that they received the video and to wait 24 hours for verification from there on through the pain 2 days after ten emails and photos, video, and it says the same thing, there is no date today, the next day the pasta until 11 03 24, from then on they literally stopped my chat and for two days I can't get in touch, they stopped my profile yesterday 12 03 24 and today after my husband talked to them and again the same story that they didn't receive anything, I sent them but they blocked the emails, that means they are not looking for a video but they are blocking me from looking for anything from them, I have two emails that I couldn't tell them the one I'm writing now, they don't know it and maybe that they gave him a name******@gmail.com he has a surname from the first marriage of my first husband Hristova and now with the second marriage Taseva.

Today at 6 o'clock the support is hiding, yesterday I sent a video again from the support, they told me that they forwarded it, today I sent a video again, but now the new reason is that they had a problem with their phones and wanted to contact me, everything is parlama, every day a different excuse, I asked their number but they don't give it, I told them that if they have to send me the money with a card and cut off my account and I don't need their verification but they disconnected me immediately

Hello Stefkataseva,

Such issues and delays are common in every single online casino. Unless the verification is still within the 14 days time frame, I can only recommend to wait.

On the contrary, I still play in 10 casinos and I have taken a large amount on the same day, and I don't know if these aliens are hiding every day, they don't say what they need because they only have the returned number so they don't give it to me. Where did I need these?

In addition to you, I called the NRA and submitted evidence of theft. Last night, an ambulance came and if the problem is not solved, I will take out a medical for harassment and file a lawsuit, but then everyone will suffer with inspections and audits.

For the third day now, they have not picked up my chat, since they told me to wait for a phone conversation.

Today there are strong zagovezis and farewell to the young people asking for forgiveness, and I used to write to them and ask for forgiveness and if there are people with a good heart not to play with me anymore and not let me play, even you forgive me but I am a sick woman and also mentally ill. harassment every day, shame

I'm begging you with all my heart and soul and they don't pick up the chat at all

Hello Stefkataseva,

As the verification is still within the 14 day time frame, I can only recommend to wait. Please let us know if it would take longer so we can intervene.

At the moment I received an email from them that at 10:00 a.m. today we will have a video call, I hope it will be so and the problem will be resolved, and yesterday they added to my profile the possibility to send documents for verification and I successfully sent them, but I don't know what else they want and we will see Today, I have never had such untangling before

And I received a message from the National Narcotics Agency that an investigation into the case is starting

Please stop the complaint, case resolved, money paid

Dear Stefkataseva,

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,

Casino.Guru