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Mr Bit Casino - Deposit made but amount did not appear in the casino account

RESOLVED
Complaint Info
Disputed casino Mr Bit Casino
Reason Amount not credited
Amount € 15
Gaio83 Portugal Message
Posted on June 14, 2021

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- a screenshot from my bank account with the details of the payment, including the multibanco reference and the money withdrawn from my bank account.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.

Posted on June 14, 2021

Hello,

Thank you for contacting us. We escalate this case to the Client's payment department. That might take some time, please wait a bit.

Best regards,
Mr Bit

Posted on June 14, 2021

Dear player,

We are sorry for the inconvenience but happy to inform you that transaction has been made successfully. Your deposit was transferred into your balance.

AskGamblers
Posted on June 14, 2021

Dear @Gaio83,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Gaio83 Portugal Message
Posted on June 14, 2021

The deposit has been credited by the casino to my account. Thank you for all your help. The dispute is resolved.

AskGamblers
Posted on June 14, 2021

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

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