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On May 19, 2022, I won 16045 DOGE at MBit Casino. However, during all this time I have not received my winnings. I was verified via Skype. They promised to respond according to the verification result within a day, but they sent a letter that verification is still in the process, so the result will be later. I never received an answer, and my casino account was blocked. WITHOUT EXPLAINING THE REASON. No one responds to my messages by mail. Apparently, they decided to pretend that I don't exist.

I won't even say how wrong and outrageous this attitude towards the players is. Okay, you blocked my account, but at least explain why. I really hope that this problem will be solved (although it's been 3 months), or I'll just find out why my account was blocked. I truly hope for the reaction of the MBit casino representative.

Now they claim that they cannot confirm my identity, even though I was verified via Skype! They asked me questions, and I answered them! They have seen my face and confirmed my identity, and now they are trying to convince me that they have blocked my account because they cannot be sure of it! It's just absurd!

Dear roger.bradley.995,

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 how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live games, slots, or multiplayer)? Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Hello! Thank you so much for responding to my complaint and wanting to help me. I will be happy to answer your questions.

1. My account was created on April 27, 2021. Yes, I have successfully passed verification via Skype.
2. I only played slots. Almighty Sparta Dice, Minotaurus, In Jazz. The biggest win was 3200 Doge and I doubled it 2 times in a row in the gamble function. (In all the games of the Endorphina provider there is a function where you can double your winnings or lose it).
3. I'm not sure if there was a win before or after the end of the wager, but when making a deposit, I activated a 110% bonus (on the first deposit) and 100% on the second deposit.

I really hope that this situation will end soon. I don't understand why the representative of MBit Casino took such a position, but I would really like to deal with it. I will be waiting for your answer!

Thank you very much, roger.bradley.995, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) 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.  

Hello. Thanks for the reply. I will wait for the results of the investigation

Hello roger.bradley.995,

This is Tomas and from now on, I will be taking care of your complaint.

I would like to invite mBitCasino's representatives to join this discussion in order to resolve the issue.

Dear mBitCasino,

Could you please explain why the player's account has been blocked?

Thank you.

Kind regards,

Tomas

Hello Roger! Thank you so much for taking the time to share your experience with us. We understand your concerns and are really sorry for the unpleasant experience.

According to our Terms and Conditions, we reserve the right to check the player's identity before processing the payouts. However, during the verification process, we couldn't verify that the person who provided the documents was indeed the account holder. We also have strong reasons to believe that someone else's identity has been used instead.

As point 9.10 states, in such cases, the withdrawal is refused, and the user account is terminated.

This is why your account was terminated. Indeed, we have overlooked informing you via email about this decision, and we would like to apologize for this.

For the full Terms and Conditions, please check out this resource: https://www.mbitcasino.io/terms-and-conditions

We hope this helps in clarifying the situation.

Tomas, thank you for helping to facilitate this. Please let us know if there's any additional information needed to solve this case, as well as how it should be delivered. 

Dear mBitCasino,

Thank you for participating in the resolution of this issue.

Could you please provide us with an explanation of the player's situation in more detail from your point of view? Has the player any options to get his account unblocked? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (tomas.k@casino.guru).

Thank you in advance for providing the information.

Kind regards,

Tomas

Hello! 

Our team has thoroughly investigated this case to come to a satisfactory resolution for all parties. Indeed, the evidence we have on our side is not sufficient to support our initial decision.

We sincerely apologize for the misunderstanding and appreciate your patience, Roger. Your payout will be issued as soon as possible.

Thank you!

Dear mBitCasino,

Thank you for providing us with the information.

Now I would like to ask roger.bradley.995, could you please confirm once you have received the payment?

Thank you both for your cooperation.

Kind regards,

Tomas

Dear roger.bradley.995,

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.

Yes, thank you so much for your help, Casino Guru! I'm sorry I didn't answer right away. I received the payment and thank you again for your help!

Dear roger.bradley.995,

I am really glad to hear that! As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Kind regards,

Tomas