Complaint #2 Mr Bit Casino

Account locked after winning again

By niko b.

5 years ago

First had problems with same company site frankcasino that has been solved after complain to askgamblers and got my winnings from there.
After that had no problems with slotv, so wanted to give chance to mrbit.

now to the problem:
Made account to mrbit.
Got lucky and won with deposit.
next they asked documents. After sending all documents they accepted my withdraw. All good so far and i get winnings to my bank account.
Next Finnish account manager called me and congratulated about my winnings. In same phone call he asked things like what are my favorite games and spoke that he got some games that i should check out. He even send me email about those games and told that they have fast withdraws (max three hours).

Later (if i remember right 1st or 2nd of December ) i went back to play on mrbit and made 500€ deposit ( without any bonus). This time i saw christmas tournament has been started. Tournament info told that the biggest hit relative to the bet wins and won +1300x hit on tournament game pretty soon. My balance went to over 700€.
After that i stopped playing and checked scoreboard pretty often and waited to see what position/cash prize i get from tournament.
Tournament ended yesterday 7th of December and in final scores i was 2rd and won 600€ price without wagering requirements.
Then i tried to log in to my account and withdraw that +700€ cash balance & 600€ from tournament. Account was locked. Saw that my score was removed from tournament final scoreboard as well. Went to support ask what is going on and got answer:
-"I can see your account was blocked due to breaching the rules and regulations of our casino"
-"Should we have reasonable suspicion that any cheating or collusion has occurred, we reserve the right to void any bet that we suspect has been made as a result of such behaviour and/or retain any funds on your account and close your account. Due to this, account is closed, balance is written off"
All support told is that if i want to take this issue furter i should send email to complaints@mrbit.com. Did that and got never answer from that email.
Asked that i can get chat copy, and support told to ask it from [email protected].
I send asap complain to [email protected] and request about chat history to [email protected].
Didn't receive any answer.

Today got answer from [email protected].
"I am emailing you to inform you that your account has been closed due to a breach of our Terms and Conditions, specifically, 3.10. You understand and accept that Avento MT Limited strictly prohibits cheating players and player collusion. Should we have reasonable suspicion that any cheating or collusion has occurred, we reserve the right to void any bet that we suspect has been made as a result of such behaviour and/or retain any funds on your account and close your account."

Now arbitrarily mrbit is trying to avoid my winnings (over 1300€).

My hope is that now they respond to this case, open it and solve.

Disputed Casino Mr Bit Casino

Reason Account closure

Discussion

AskGamblers

• Support Team

5 years ago

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Mr Bit Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

Mr Bit Casino

• Representative

5 years ago

Also I would like to mention that official reply time via [email protected] and [email protected] is up 30 days due to GDPR regulations.

Best regards,
Mr.Bit

Mr Bit Casino

• Representative

5 years ago

Hello all,

Our Security team has checked the player's account and made a conclusion that the player has breached T&C 3.10. which states: "You understand and accept that Avento MT Limited strictly prohibits cheating players and player collusion. Should we have reasonable suspicion that any cheating or collusion has occurred, we reserve the right to void any bet that we suspect has been made as a result of such behaviour and/or retain any funds on your account and close your account." as it is written above.

Specifically, the player was involved in a collusion with another player due to identical playing behavior as well as in the same period of time. Player's account was closed due to violarion of the rules without an opportunity to withdraw.

Kate
Mr.Bit

AskGamblers

• Support Team

5 years ago

Dear all,

Kindly note that the AskGamblers Complaint Team requested and is still awaiting additional information from the Mr Bit Casino team.

Should the operator fail to provide such an update within the specified timeframes, the case shall be considered unresolved and will be closed accordingly.

Mr Bit Casino Complaint Stats

Resolved 9 / 9

Avg. Amount $3,440

Avg. Complaint Duration 4 days

Avg. Response Time 1 day

Mr Bit Casino Complaints

See all complaints for this casino

Responsible Gambling Failure so I lost my money

On March 7th, 2023, I took the initiative to contact my VIP manager at [email protected] and requested the closure of my account in accordance with responsible gambling guidelines displayed on their website. As an individual battling with a gambling addiction, I made the decision to do so while in a clear state of mind. However, despite my request, the casino failed to act upon it within the stipulated 48-hour time frame as stated in their terms.

Since then, I have deposited $1,137.60 and withdrawn $688.49 as winnings, leaving me with a net loss of $449.11. This situation is concerning, especially considering that I continued to receive promotional emails from the casino even after requesting account closure.

As a responsible gambler seeking help, I am disappointed with the lack of emphasis on responsible gambling measures and the ineffective self-exclusion policies implemented by the casino. When I followed up on May 1st, 2023, to ensure the closure of my account and prevent future gambling, I was informed of the casino's condition-by-steps policy of 7, 14, 30 days, and forever, which was not explicitly stated in their terms. Moreover, the policy of instant account reopening upon customer request is not helpful in preventing relapse and addiction.

The process of self-exclusion should be made simple, effective, and prioritized to prevent individuals struggling with gambling addiction from accessing their accounts. At this point, I am only requesting compensation for the money lost from the time I initially requested account closure and not for the therapy.

I have also taken the step of submitting all relevant evidence to Askgamblers.com for their investigation and review. I am willing to provide any additional information as requested by them.

I urge the casino to take responsible gambling seriously and implement effective measures to support individuals struggling with addiction while preventing relapse. It is vital that casinos prioritize responsible gambling to protect their customers' financial and mental health.

Resolved

$449

Casino is checking my account longer than they should

Hello I have issues with the casino. I verified my account and sent them the documents they needed and verified my account number and email.

But they still putting it forward say that up to 24hrs take to check the withdrawal request but it been more.

And the live chat not working tried to contact them and I have sent them email instead too.

I want my money that I withdraw right need to be right. People play either loose or win but still need to have rights to be paid if you deposit and play...

<some text missing> but rights need to be right. I have more screenshots too.

Resolved

Keeps asking for the same verification paperwork

Was lucky enough to win some money while playing at Mr Bit Casino.

I tried to withdraw but suddenly got an e-mail stating that I need to send my ID, again? I already had provided a national ID and was told that I was successfully verified. This is something I always do before playing at a site.

When I contacted the chat, they asked me for a passport? I don't have one, and have never had to send both an ID and a passport to verify a player account. This feels like they are just using different tactics not to pay me.

I lost some of the winnings because of this before I was wise enough to place a bet limit on the casino.

Rejected

Another deposit made but declined by the casino

A few weeks ago I had to submit a complaint regarding a deposit made that got declined by the casino, even though the money was indeed sent. The complaint was resolved, and the money was rightfully credited to my account.
Unfortunately, it has happened again.
Today I've made a deposit via Neteller, that got declined by the casino, but the money was sent.
I reached out to costumer support, but alas, they have to check with the financial department, which last time just amounted to a lot of waiting and no resolution. I've provided the costumer support the transaction history from my Neteller account, with the transaction made, but they asked for more details, which they can't specify further, because what else can I show besides my Neteller account transaction history?. I'm providing askgamblers with the prints aswell.
Hoping things get resolved quickly.
Thank you

Resolved

€20

Deposit made but amount did not appear in the casino account

On the 10th of June, after making two successful deposits of 20 euros at mrBit casino, I made a third deposit of 15 euros.

I made the deposit via Multibanco, so I get a separate window with the reference for the deposit. The money was gone from my bank account but the deposit was rejected at the casino. I reached out to support, where they asked me for proof of payment, which I've sent - a screenshot from my bank account with the details of the payment, including the multibanco reference and the money withdrawn from my bank account. They informed me that they needed a receipt from the bank, which is not possible, since the payment was made via Multibanco, so the bank has nothing to do with it. They also asked me for a screenshot of the reference, which again is not possible, since after the deposit is made, the screen just goes blank, even though in the URL bar you can see the deposit was successful on my part.

I really think I've provided enough proof from my side regarding the deposit, and it's up to the casino to confirm what happened with the Multibanco reference (that they have) and where did the money went - I've even waited two days to see if the money somehow appeared again on my bank account, which it didn't.

Attached follows the same screenshots I've sent to mr Bit support.

Thank you for your help.

Resolved

€15

Delaying and Canceling Withdrawals

I've registered on Mr. Bit from Rosh's site and I've deposited 100 EUR and got lucky and made 4000 EUR. Since then I'm trying to withdraw but they keep declining and cancelling all my withdrawal requests. They assured me it was an EcoPayz issue but when I got in touch with EcoPayz they confirmed that it's all good on the EcoPayz side and the casino didn't even try to send any money, I've even made a successful withdrawal of 2000 EUR to my EcoPayz account from another casino without any issues. The Mr.Bit VIP Support assured me it was an EcoPayz issue, so I've decided to deposit and verify my debit card and withdraw via card but still, all my requests are being cancelled and rejected. My account is fully verified, I keep speaking to the support, I've even tried to withdraw a smaller amount but with no luck there either. They just keep throwing sand in my eyes that they're working on the problem but it's been 5 days just back and forward emails and no progress at all. They also refuse to use a wire transfer...

Regards,

< first name removed >

Resolved

€4,000

Holding my Bitcoin deposit hostage

I deposited $30 in bit coin on around February 3rd my time in Canada, after I set my deposit limit to 30$ I deposited the funds via transfer from coin base which cost me 2$ to transact.

Mr Bit has still yet to add to my account, and my bitcoin has been accumulating interest in their possession while they hold it. The finance department has been alerted for days and Ive yet to play my deposit.

If this wasnt just me theyre doing this to, I can see them making alot of money holding off crediting accounts while Bitcoin skyrockets in value. I shouldnt have to wait a week to play my deposit, when I proved to them with my blockchain link showed they recieved the bitcoin in their holdings.

Resolved

Horrible player safety and responsibility

After having joined Mr.bit approximatly the 20.12 i won a pretty huge sum of money in live blackjack.

I was promised lightning fast withdrawals which never happened. The casino stalled the payment and did not honour the win according to what they advertised. I did get some of the balance in my account but ended up playing most of it, which is my own fault.

Anyway after all this i decided to never play at Mr.bit casino again and wanted to close my account.

I noticed that they didnt have any responsible gaming section with tools so i decided to get in touch with support. The support couldnt either close my account and they wanted me to send an email to support.

So i then sent an email to support at Mr.Vip. Get this, i was in the email told that players could only close there account for 1 week at a time. This is a horrible way of treatment of players and they are having unethical practises. I mean if you chace your losses at Mr.Bit and lose more than what you afford you dont have any kind of Security provided from Mr.Bit.

Mr. Bit i will never play at your casino again. And i want the world to ser how bad they are handling responsible gaming.

Resolved

Delaying tactics

I joined Mr bit casino reason beeing i was heavily markedet that this casino has lightning fast payouts. Both from the support and my personal manager. I was very clear in my tone that was very important regarding my playing style and i hate playing the waiting game for my winnings.

I have had a fantastic run on live blackjack and run opp my balance to approx 28k euros. I was promised that my withdrawals would be processed within the 24 hour time mark. By depositing with e-wallets they promised me even faster withdrawals.

Let me also clarify that my account is fully verified as this was one of the first step i did when i opened the account.

To be fair they have paid me some 1-2k euro each day but this is not as promised and they are deliberatly stalling all of the payments. As i can clearly see the casino has a 100k euro transaction limit each month so they truly dont have any reason to hold on to the balance.

I have made the mistake and canceled many of my withdrawals and ended opp playing again, luckily this went in my favour.

But i have made up mind to wait with new deposits until my withdrawals are paid full.

My remaining withdrawal balance is 220.000 NOK.

Hope Mr. bit can moving forward act what they have promised and we can be all good.

Resolved

kr220,000