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Hello,

this was my first time online playing a casino. I made a deposit on Mbit and received a 175 % bonus. I played for a long time and won. I made a withdrawal of around $3500 USD in Bitcoin. I later received an email stating they took my funds because of terms and conditions stating I have multiple accounts. I have tried to email and reach out to them that this is an error and have never had multiple accounts. They will not respond and I feel they are just trying not to pay me my winnings. I have asked a few friends that have played the site about this and they say they do that a lot in order to not pay players. They Recommended I get with you about my case and I am hoping you can assist? I told them I could supply any form of ID needed to prove my account and that I only have one. They will not respond and I need your help please. Thank you

Dear Austriablood1000, 

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. Is there any chance that someone from your household or using the same IP address has also created an account at this casino? Could you please advise if you have passed the KYC verification? Have you accumulated your winnings with or without an active bonus? 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply. 

Best regards, 

Veronika

Hello,

nice to meet you. No, none in my house would have created an account. The only person I live with is a child and I have a private wife and internet. So I am the only one for this IP address. I did use a bonus. I made a deposit and used my refer a friend free spins. I was already through my

play through so I had no active bonus at the time. I was never asked to KYC. I would have verified my ID of asked and offered. There must be a mistake because everything went through then I received that email and no response since after the the MBit employee sent that email. This was my first experience on the site and playing an online casino: I feel they are trying to not pay their winnings and as I was searching online I found out they are accused of this more than a few times. I am willing and able to submit all KYC and ID info needed. They will not respond and I’m hoping you can help.

Do I understand correctly that you received free spins for recommending the casino to a friend? How did your friend sign up for their casino account? Could it be possible that you used the same device?

No, I was referred to the site from a friend. That is not possible as this friend was from another country and I have never met them in person. They simply told me to sign up and message their customer service that I was referred by then

Please forward all the relevant communication between you and the casino to veronika.l@casino.guru.

Sent

Thank you very much, Austriablood1000, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem resolved to your satisfaction in the near future.

Hello, Austriablood1000!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Thank you for the help. I would like a response so I can understand why I am being told that I made multiple accounts. I’m not sure why anyone does that. They say this and took all my money after I made cash deposits of my own. I feel like I’m being robbed and there’s nothing I can do or say. I really hope they can give me proof of this accusation because they don’t have any and I’m assuming they know.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi there,

@Austriablood1000! - thank you for providing your feedback. We are in the process of analyzing the situation and we will reply shortly with our findings.

@Veronika & @Pavel - thank you for your help so far.

Best wishes,

Drew on behalf of mBit Casino

Dear Austriablood1000, 

mBit Casino’s security department has analyzed your case and determined that the reason for closure was in fact the usage of VPN service. 

It is noted in the Terms of Service that you agreed upon on 31st May, 2023 - it is industry standard that gaming sites must continuously conduct their due diligence and KYC protocols at any given time. Whether it be to authenticate a player’s individuality or examine generated funds from gameplay. Like all other gaming sites, mBit Casino is well within its rights to conduct a detailed investigation of a player’s gameplay and/or account for their enhanced due diligence (EDD).

As per the stated Player Terms which can be found here, it states:

- 2.7. Using a proxy, VPN, or other artificial means of spoofing your location is prohibited.

However, we have further reviewed and discussed with the relevant departments for assessment regarding your account. It was agreed upon to allow the withdrawal of the initial deposit noted in your mBit Casino account.

We apologize for the insufficient communication from our Customer Support department and would like to invite you to contact our Account Security team at payments@mbitcasino.io for your refund.

We trust that this has brought clarity and hope you are satisfied with our assistance in the matter.

Best wishes, 

mBit Casino 

Mbit,

thank you for getting back with us. I am very confused. I was told originally that this was due to multiple accounts. I have forwarded and saved that email. Now this has changed to using a VPN? I had to research what a VPN is. I was shocked to hear it was for a whole different reason on why you didn’t pay me my winnings. I feel this is something you make up as you go and now that it’s for a different reason. It almost confirms what I have heard and am seeing. I would like to ask casino guru and you to explain further and why this is something that is now changing to the reasons. I offered to ID and KYC, I have never nor ever will know how or want to use a VPN. I would like to collect my winning and close my account. I do not think that is honest after I have been told different things from your staff. Your security team should respect that and at least keep the story straight.

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Mbit Team, could you, please, clarify if the usage of the VPN gave the player advantage in the form of the access to the casino from the restricted territory or is it connecting the player's account to other users?

Austriablood1000, using of the VPN is often associated with multiple accounts issue because of many users connecting from the same IP address (from the same VPN that they using), so, this explains why the casino could discuss multiple account issue as well as VPN usage at the same time.

Pavel, thank you for the question. I did share the original email and response about why my account was closed and funds confiscated. Were you able to see that I forwarded? I am hoping hoping there can be an additional explanation about how and why I am receiving two different reasons on the closure and confiscation of my money. I do appreciate them offering my initial deposit. I am not wanting that to make this go away. If they can just make this right and pay me what is owed because I don’t see how it’s those two things now, also how could not give any player an advantage? I’m very curious on how that could be? Thank you

I have seen the e-mail that you have forwarded to us. Regarding the question about why the casino has decided to close the account in this case, I suggest to wait for their response. Thank you for your patience!

Pavel,

thank you for clarifying that scenario. I’m not very familiar with these things. I will and thanks again

Hi Pavel,

Austriablood1000 has contacted us at our Casino's email address and we've managed to reach an agreement. I believe the complaint should now be resolved, but I will let the player confirm if the solution was satisfactory.

Thank you,

mBit Casino

Austriablood1000, please, let me know about the solution and if you agree with it to my e-mail: pavel.k@casino.guru.

Pavel,

I will. Not sure if that’s the case but I’m hoping for them to at least speak to me. I lost access to that email account and they are making me jump through hoops. I’ve offered my iD and to kyc. They won’t let me in the account and. Only playing once I don’t have info they want, bet amounts, favorite games, my transactions in my crypto wallets which I can’t see what one went where so I will keep you updated asap

Hello,

Thank you for your patience and understanding.

We would want to inform you that as of 2023-07-04 06:29:20 (UTC) the client received the full amount of requested withdrawal.

We would want to apologize for taking longer than expected and we thank you for your patience and understanding.

Best Regards.

Austriablood1000, have you received the withdrawal and can we consider the issue to be resolved?

Yes I did! Yes we can. Wondering why my account was closed then?

I guess, the reason stays the same as stated above - VPN usage/multiple account suspicion. Even if it was disproved, the casino has the right to close player's account without stating the reason as far as they pay out player's funds.

Also, I'm happy to hear that you have received your funds. I will now mark the complaint as 'resolved' in our system.

I thank you for your cooperation and patience, 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.

Also, I would like to thank the casino for their assistance with the issue!

Best regards,

Pavel K

Casino Guru Team