Mr Bit Casino - The player's self exclusion failed.

I asked for this casino to self exclude me permanently which they would not do. They allowed my account to be reopened twice after asking for permanent self exclusion and allowed me to deposit multiple times after my first permanent self exclusion request going against their licensing holder agreement

Hello justinmac1,

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

When exactly did you request for the self-exclusion? Did you specifically ask for it or mentioned only account closure? Did they confirm that your account is closed or responded any way?

Looking forward to your answer and please keep us updated if there will be anything new regarding the case. You can also send me any relevant screenshot or proof to nikolas.b@casino.guru.

Regards,

Nick

Originally asked for full casino close and permanent self exclusion on Dec 13 and 14th via live chat. That was not done. They got email next day from vip saying account could only be closed for 7 days, then 30 days then 90 days the permanent only after asking 4 times. I did not agree with this and goes against their licensing holder agreement. I was then allowed to deposit multiple times after initial request to a total of $425 cad funds. Only after sending this info in to Curaçao gaming commission did this casino then agree to block my account permanently but they are refusing to refund those funds deposited between Dec 14th and Jan 12th. I asked numerous times even to the vip manager to self exclude me permanently and they refused to do so.

Dear justinmac1,

Do you have any screenshot or mails saved where you asked for the exclusion? It would be really helpful for the case. If yes, please forward it to nikolas.b@casino.guru

Regards,

Nick

I emailed you screen shot of communication

Dear justinmac1,

Unfortunately I could not find any e-mail from you. Could you please resend it to nikolas.b@casino.guru again or if it won't work you can try to upload the screenshots here too. Any personal information will be hidden.

Looking forward to your answer.

Dear justinmac1,

We haven't hear from you in a while. I've also found your first e-mail sent to us in a spam folder. After we've checked it we came to a conclusion that unfortunately, there is no reason for a refund from the casino's side.

There is a major difference in account closure and permanent self-exclusion. If you are not addicted to gambling (which the casino asked you in your mails and you answered that you are not), your account can be only closed for a limited time. This closure can be however ended by simply login back into your casino account. The permanent self exclusion option is for players addicted to gambling. In your specific case the casino closed your account and you were able to reopen it anytime.

I'm sorry but we are not able to do anything in this case as the casino was acting by their terms and conditions. Is there anything else we can help you with? If not, the complaint will be rejected.

Regards,

Nick

Dear justinmac1,

We haven't hear from you in a while. Please note that the complaint will be rejected if we won't get any respond within the next 7 days.

The complaint will be now rejected for the above mentioned reason.