The player from Germany has requested withdrawal more than three weeks ago. It has been processed but never reached the player. He stopped responding.
Mr Bit Casino - Player’s withdrawal has been delayed.
Amount: €4,201.5
Mr Bit Casino
Safety Index:LowSafety Index
Casinos with a Low Safety Index usually have plenty of relevant complaints from players or other relevant issues. In general, we don't recommend playing casinos with a Low Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 years ago
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2 years ago
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On July 23rd and July 26th, I requested my first two withdrawals via Trustly. Both did not arrive although they were confirmed by email and allegedly processed successfully. After asking several times and explaining that my bank account is able to receive transfers, at least one of the two payments was returned to my Mrbit account.
The second withdrawal of € 29.50 is still open.
MrBit has already received several documents from me that prove that my bank account is not the problem. And several inquiries have been made to the finance department, but they don't seem to do anything.
I also asked Trustly customer service for help, but unfortunately they can't do anything.
I have already contacted MrBit's customer service many times, but unfortunately without success. I did everything I could and nothing came of it.
On August 13th and August 14th, I requested further withdrawals of € 4172. These have been confirmed again by email, but will probably never be taken, like the previous payouts
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2 years ago
Dear Sebastian,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that one of your first two withdrawals has been processed and sent via Trustly but never reached you? The other one has been returned back to your casino account, is that correct?
Have you received any tracking transaction number from the casino or any other proof that the money has been sent to you?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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2 years ago
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Yes you understand correctly. Both withdrawals never reached my bank account. One of the payouts (€ 50) was then posted back to my casino account. The other (29.50 €) does not. That makes no sense.
Instead, they are allegedly investigating and investigating and blaming my bank.
I did not receive proof of the payouts from the casino despite my request.
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2 years ago
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Please delete complaint. I have the withdrawal problem at mrbit.com and not at mbit. Accidentally picked the wrong casino.
Already filed a new complaint and picked the right casino.
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2 years ago
Thank you very much, Sstockner, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
PS: I have switched the complaint to the correct casino, no need to delete it.
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2 years ago
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As expected, my payments from August 13th (€ 1000, € 740, € 452) and August 14 (€ 1000, € 980) did not arrive either. Nobody is interested in it either. Customer service is of no help and requests the same document over and over again. I tried to ask the account manager for help, who is supposedly very interested in my needs, but that didn't work either.
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2 years ago
Hello Sstockner,
I looked at your complaint and will do my best to help you. I would like to invite Mr Bir Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?
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2 years ago
Dear Sstockner and Casino Guru Team,
We are sorry that you are faced with a delay in withdrawing from our casino.
I see that there are 2 major points in the complaints that we should respond to in the first place, so we are happy to inform you that:
- The withdraw on July, 23 via Trustly on the sum of €29,5 was successfully completed.
- From Aug 13 to Aug 14 the player requested 3 withdraws via Trustly (€1 000, €980, €740), and all of withdraws were successfully completed as well.
If you have any other questions or if you need proof from our side, please let me know.
Best regards,
Mr Bit Casino
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2 years ago
Translation
The July 23 payout was not successfully completed. Because it didn't appear on my bank account at all.
On August 13th and 14th, I requested 5 withdrawals: € 1000, € 980, € 740, € 452 and € 1000. None of the withdrawals were successfully completed. All withdrawals did not appear in my bank account.
I can only advise anyone reading this against depositing their money with Mr. Bit. Dirtiest and worst online casino I have ever come across.
Here are the top 3 picks of the best excuses I've received from Mr. Bit over the past few weeks as to why they can't pay me out:
1. The money has been paid out successfully. Unfortunately, my bank account is not able to receive incoming payments at all!
2. The money has been paid out successfully. But my bank doesn't accept incoming transfers from online casinos! Although Trustly is not an online casino at all.
3. The money has been paid out successfully. But I have to send my bank statement again. For the eighth time. Because Mr. Bit has to investigate and investigate. You urgently need the document again.
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2 years ago
Dear Casino,
I would like to ask you for evidence that you've paid mentioned amounts to the player. Please, send it to my email address: viliam.v@casino.guru
Also, player mentioned 5 withdrawals from August and you mentioned only 3. What happened with the rest? (€ 452 and € 1000)
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2 years ago
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Mr. Bit is right. All withdrawals from August 13th and August 14th were paid out, but unfortunately never credited to my bank account. Thus, Mr. Bit has now received the money back. And I look stupid from the laundry.
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2 years ago
Dear Sstockner and Casino Guru Team,
Unfortunately, due to data protection regulations, we are not entitled to share any screenshots showcasing the transaction history as shown in the back office.
We can, however, share a detailed overview of the case.
Five (5) withdrawals that were requested within the month of August, and specifically between August 12th and August 14th (for the following sums: €1,000, €980, €740, €452, €1,000) were successfully completed and paid out.
Moreover, seven (7) more payments were requested within the following dates (August 18th - August 19th). Similarly to the above, all these seven (7) withdrawal requests were successfully completed and paid out.
Could you possibly provide up-to-date information about your incoming transfers whether it was successful or failed?
Best regards,
Mr Bit Casino
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2 years ago
Dear Sstockner,
send me your bank statement from August 2021, please. Here is my email: viliam.v@casino.guru
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2 years ago
Translation
The Trustly withdrawals made between August 12th and August 14th also failed for an unknown reason.
Just like the two previous Trustly withdrawals from July, which were then credited back to my Mr. Bit account.
Complaint can be closed. Mr. Bit is actually not to blame as I have now understood and realized.
regards
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2 years ago
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An August account statement will only be available from my bank in September.
regards
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2 years ago
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Mr. Bit Casino can you check in your back office that the Trustly withdrawals have failed August 12th - August 14th and are they refunded?
That really shouldn't be a problem. Then I can use another payment method
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2 years ago
Dear Sstockner,
I believe that if you ask your bank for a statement up to this date they'll send it to you.
Anyway, you've mentioned that the case can be closed but you are asking something from the Casino. Should I close the complaint or do you want to continue?
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2 years ago
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The casino was certainly notified that the withdrawal was unsuccessful. Or you can easily check it out. It shouldn't be a problem to post it back even without a bank statement. Usually you don't even have to ask for something like that. This usually happens by itself at other online casinos when a withdrawal fails. You don't usually have to chase after that.
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2 years ago
Dear Sstockner,
unfortunately, you didn't answer my question if you want to continue or if I should close the complaint.
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