Mr Bit Casino RO - Igrački račun je zatvoren, ali dobici ostaju konfiskovani.

Hello.

I have a big problem with this casino

I played last year.

I august 2024 I have asked for the first time for account closure, they didn't closed the account

Then, I have asked again and again due to addiction and explained to them that I am addicted

They didnt closed that as well.

I played then 4400 Ron and got angry that my account was not closed and asked for the money back

Finally, they closed that account with the mention that my account should be closed in the past but the employee forgot to close it

I asked for the money back because I was not my fault that the employee forgot 4 times to close the account in question.

They lied that they will solve the problem and came back with an answer but starting February they didn't replied anymore untile last week. Where they informed that they are still investigating the case.

I mean, 6 mouth they didn't returned the amount back.

I have all the proofs and email from the employee that they did the mistake not me.

Please let me know if the emails and screenshots are needed but all of them are in Romanian language

Thank you very much

Dear Teoteo89,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Mr Bit Casino RO.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please share your self-exclusion requests with me? Please share the information with my email at tomas@casino.guru
• Could you please share the communication in which the casino admits to making a mistake?

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

Best regards,

Tomas

Hello Thomas

i have attached the screenshots via email to tomas@casino.guru

you have the screenshots when Darius (an employee) confirmed after checking that my account should be closed from long time ago and also they apologized for the inconvenience

also I have forwarded the e-mails when I send a lot of e-mails for a status of my problem and the refund

thank you very much

Teodora

Thanks for your reply and the submitted information

• Could you please clarify when your conversation with Agent Darius took place?
• According the agent, you didn't mention addiction, however you mentioned a gambling problem. In your initial post, you said you wrote:

Then, I have asked again and again due to addiction and explained to them that I am addicted

• Could you please explain this discrepancy?
• Did you receive any response regarding your refund request since your last post?
• After mentioning a gambling problem addiction to the casino support, did the casino support instruct you that the option to close your account is available to you directly in your account?

Looking forward to your reply.

Hello,

My discussion with Darius was on 12 of December 2024. But until September I asked for the account closure at August last time. (The 3rd time)

Until August I have asked 2 times for account closure due to the technical issues of the site, games disconnected during the play. The site stucked etc. this is true I did not mentioned the word "addiction" but I told them that I have a problem with gambling.

But if the user is requesting the account closure why was this not done in timely manner. A user needs to ask it for the 4th time?

No matter of the reason account should be closed from their end

Account cannot be closed from the application. It can be closed for maximal 30 days what I did a lot of times this is the reason why I have asked for it to be closed permanently

But when speaking of addiction I played again.

This is the reason why I ask my last spend deposits back because account should be closed from long time ago

Thank you very much

Thank you very much, Teoteo89, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Sure. Waiting on your response

Hello Teoteo89,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Mr Bit Casino RO,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

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.

Dear Teoteo89,

I have reached out to the casino internally, outside of this thread, and I am hopeful that they will provide an answer soon. That's why I am setting one last timer. Your patience is greatly appreciated.

Dear Teoteo89,

I apologize for the late response. Just now, I have received a response from the casino representative, asking me for additional details regarding your case. I believe I will have some news to share very soon. Your patience is greatly appreciated.

Dear Teoteo89,

I have been informed by the casino representative that they have reached you via email. Can you confirm this?

They reached out to me but they don't want to refund anything lying that the account can be closed from the app

At that time you couldn't close the account for more than 30 days that I did multiple times

They do not want to refund

If the case please add visible my rating about them

It is not fair and they don't want to refund

At least people should know about it and don't play at this casino

Thank you

Dear Teoteo89,

I sincerely apologize for my late reply. Do I understand correctly that you claim that the option of permanent account closure was not available to you in your account? I have asked the casino representative about this, and I am awaiting their reply.

Hello,

No problem.

Yes, exactly. At that time where was no option in my account to close it permanently or to block myself

The option was for max 1 month that I did multiple times

Thank you

Dear Teoteo89,

Unfortunately, I will not be able to help you further in this case. I have been informed by the casino representative, as well as the live chat operator, that the option of permanent self-exclusion was available to you in the account the whole time. This fact was also confirmed by my own research. In light of this, I am afraid there is no refund to be made to you from the side of the casino.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.