Complaint #188 mBit Casino

Account closed and winnings was not paid to me

By AARONSTEVENSON

2 years ago

My account was closed after I tried redeeming $15,787.67 that I won from depositing $50 of my hard earned money and my account was verified and and authorized for withdrawals.

I only had one account and I was playing from an accepted country and had not violated any terms or condition and they closed my account and didn't pay my winnings, and they won't respond to me via email and they keep giving me the run around when I contact them via live chat.

Disputed Casino mBit Casino

Reason Account closure

Amount $15787.67

Discussion

AskGamblers

• Support Team

1 year ago

Dear @AARONSTEVENSON,

The AskGamblers Complaint Team is kindly asking you to assist the mBit Casino team further and send the required info your casino registered username and email related.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process, therefore please make sure to confirm by posting the public message that the needed info was sent to our support@askgamblers.com address, so we could forward it to the casino representative for further check.

Should you refuse to reply, or fail to confirm your registered email address, we will have no other choice but to reject the case and recommend you forwarding it to the relevant regulatory body.

Thanks for your cooperation.

mBit Casino

• Representative

1 year ago

We would also like to apologize for the delay in our reply - this complaint was unfortunately missed due to an outdated email address linked to our AskGamblers account, which caused us to miss notifications about the issue.

mBit Casino

• Representative

1 year ago

Dear Aaron,

Please rest assured that we take matters like this very seriously and are committed to assisting you in resolving this issue.

Upon reviewing your case, our team was unable to locate an account associated with the email address provided. We also conducted a review of our email records and found no correspondence using that address.

Additionally, we have reviewed the withdrawal amount you mentioned. After carefully checking our records for the March-April period, we could not find any withdrawal request for $15,787.67 or a similar amount that had been canceled by mBitcasino.

To assist you further, we kindly request that you provide the correct email address associated with your mBitcasino account. With this information, we will promptly re-investigate and ensure this issue is addressed as efficiently as possible.

We appreciate your understanding and patience, and we look forward to resolving this matter for you.

AskGamblers

• Support Team

1 year ago

Dear all,

This complaint has been reopened as per mBit Casino request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

mBit Casino Complaint Stats

Resolved 24 / 24

Avg. Amount $12,946

Avg. Complaint Duration 6 days

Avg. Response Time 1 day

mBit Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 13 out of 13 complaints in this category have been resolved.

This operator's average complaint duration is 6 days, while the average duration across all operators is 8 days.

mBit Casino Complaints

See all complaints for this casino

mBit Casino Glitch and refund still not resolved

I have contacted mBitcasino several times and have been sent from one person to another every time.

I have exactly the same case as Mrbrightside which can be found on this thread here

https://www.askgamblers.com/casino-complaints/mbit-casino-glitch-and-refund

Despite attempts, their support team has been unable to rectify a glitch on their end which does not allow me to play real money games. Each withdrawal attempt is consistently rejected due to a 1x or 10x playthrough requirement, which I cannot fulfill as I'm unable to access the games. Despite numerous emails to their support team, it seems they are leading me in circles.

My issue was elevated but they have not replied to my email after that. Moreover, each time I respond to the ongoing email chain, a new staff member start all over again.

Despite my attempts to avoid escalating the matter, the lack of progress is becoming untenable.

Resolved

$350

Glitch and refund

I have been going around and around with mbitcasino over this issue for several days now. I have a long email thread and they are simply giving me the run around.

A glitch, on their end, is preventing me from playing real money games. They were unable to fix my account, so a support member named Luis, advised I withdraw the funds and they will allow me to open a new account to fix the issue. However, when I attempt to make the withdrawal, it is consistently denied due to a 1x playthrough requirement. I have notified them countless times now that I can NOT play games to satisfy the playthrough. The people in support are leading me one way and not advising the payments team to release my withdrawal.

The issue was elevated several days ago by Lisa in support. After several exchanges back and forth with support, I was finally advised by Lyis that they cannot solve the issue and I would be allowed to withdraw and open a new account. However, I can't get past the withdrawal part. And when I reply to the long email chain, I get a whole new person from support asking me for a screenshot of the issue, something I've sent numerous times now and are included right in the email they are responding to.

Now, once again, Axel from support replied "the security team will reach back to you as soon as possible". That's the same thing I've been hearing all week. I hoped to avoid filing complaint but this is ridiculous at this point. I don't know how to attach the email to this form but it is available anytime you need it along with many screenshots amd short videos showing the issue is NOT on my end. Thank you!

Resolved

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Not giving my withdrawal

I’ve made a withdraw from mbit 6 days ago from today and have not receive any sort of money back from them.

Every time I message them about it they always say the same thing that it their processor is having issue and are working on getting it process and they it will be sent out in the order it was receive. But then in a mbit discord group that I’m in a lot of players are also experiencing the same issue like I am. Also a lot of players who made withdraw in the past two days receive their cash but mine was 6-7 days ago and I haven’t gotten mines.

When I confront them saying I though payment was getting sent out in the order it was received then how come those people who just made withdraw a day or two ago received there’s and they’ll just reply with the same excuse like always saying it’s getting process by the processor.

It don’t make sense that if the processor is having issue then how come they are paying out others who made withdraw a few days after mines when my withdraw order was way before theirs.

Resolved

Account is disabled and no response from Casino

Hello,

I have open a new account into this casino and verify using email id. Right after that I have deposited 100 USDT into casino. When I got into casino I was log out and when I try to login again I got mail that my account is disabled. Then I try to contact their customer chat they told me then can't help over chat So I have to write a email. I write a email and did nor receive any email.

So my problem is that why my account is closed. If they want to close my account then refund me my deposit back because I have not played any game on their casino.

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Problems, I could not withdraw 26 ltc

Hello. I need help with MBIT casino. I won 26 ltc, but I could not withdraw them. my documents were sent on August 10, and then the verification process began. all profile data is fully filled in my account. From the moment of sending the documents to the present day, the casino is silent. I wrote to the chatbot, but they told me to wait for the support response to the mail. There is no answer, the account is frozen at this stage.

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Issue with delayed verification, won 11,195 LTC

I want to file a complaint against MBitCasino who does not withdraw my money. I won 11,195 LTC and applied for withdrawal on August 9th. On August 10, I have already sent all the necessary documents for verification. Guess what? From the moment of sending the documents to the present day, no one answers me. I have repeatedly written to the chatbot, but they answer me the same thing: Wait for the support response to your email. They haven't answered me for more than a month! I really hope that casino will pay me my money.

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$674

Does not let me withdraw my money

Unfortunately, my experience at this casino turned out to be very unsuccessful, although I read positive reviews about MBit and trusted this casino. On July 12, I won 4,719 LTC. I played mostly Panda fortune 2, North guardians, 100 zombies, 7 bonus up, Ancient Troy, and Aus dem Tal. I, as expected, following all the rules and requirements, sent a selfie with a piece of paper and a passport, a passport, and a bank statement. I wrote to the chat and to the mail, but I did not receive any response. It's a pity. Can you help me?

Resolved

$256,761

My account was disabled after requesting a withdrawal and sending my documents

I requested a withdrawal from my mBitcasino account for about 1.12 eth (i don't have the exact number as I'm locked out of the account). I was requested KYC documents to verify my account (listed in the email in attachments) and I provided them. (live chat transcript attached of me asking how long until the documents will be verified, proves that I sent them).

However, the next day I could not login to my account because it was disabled. (error message when I login attached)

The live chat support suggested to send an email, so I did that(I don't have the live chat transcript here because it wasn't sent to my email as I was logged out of the account and locked out of it). But since I haven't got a response back to my email after 2 days (see email I sent in attachments), I decided to submit a complaint to make sure I get a response and my money.

This is all the proof I have of this, as most of it is on the account which I can't access. mBitcasino has all the proof of this, so they can verify what I'm saying.

Rejected

$3,700

Permanently losing deposited funds below allowed minimum

So i made a deposit here for $13 and then afterwards found out the minimum was $15. Unlike other casinos where it stops you entirely from depositing below the minimum it allowed me to do so, redirected me to my banking security site and charged my visa card.

I then noticed no funds in my account and realized it must be because of the minimum deposit. Not sure why i was charged though. Got on chat and they refereed me to a page in their terms saying 'deposits under the minimum will be permanently loss'

I agreed to these terms, but is that even legal? Surely terms aren't the end all be all if a company is breaking the law. How is it legal for them to let me deposit money with them lower than a threshold that would give me the product and then tell the funds are permanently loss and not provide a product or a refund.

So basically they're just skipping the gambling stage, 'permanently losing' money, and this is suppose to be legal because of terms? What does permanently loss even mean? They just subtly pocket the money? or the money gets deleted from the economy? I know its not a lot of money but I think the principle matters more in this case.

Resolved

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Wrongly Denied payment

I made two completely legitimate withdrawal requests of .2 and .3 BTC (see attached). Even according to mBit these withdrawals were completely legitimate. However, MBit asked for a copy of my DL before releasing funds. I uploaded the DL. They acknowledge receipt. My account shows the withdrawal subtracted from my account. The money never reached my wallet. MBit agrees all of this is true. MBit argues that they recredited the amount back to my account. They did not. My account history page from their site (attached) clearly shows the withdrawals taken out but does not show any amounts redeposited or recredited back.

In summary, MBit fully agrees it was my money and I was entitled to withdraw it and also agrees that the money disappeared and is gone now. There is no dispute about any of that. MBit claims the amount was redeposited in my account but there is NO record that it was. It is as simple and straightforward as possible. The withdrawal was proper and fully documented, I never received it, there is absolutely no documentation the money was returned. They still owe me the money.

Rejected

BTC1