Complaint #11 MYB Casino

Disabled Account And Seized Balance Of 210K In Winnings

By STEVE S.

5 years ago

Being brief, I would highly recommend you re-evaluate your review/ranking of MYB Casino. This evening, March 31, 2021, MYB Casino has seized my entire balance of $210,000, citing that after a 3-week review of my account ad-hoc, disabling my account without my knowledge or any notification of such action, that somehow two slot games ran by Betsoft (Take the Bank and Take Santa's Bank) had glitches in the slot games dating back to June, 2020. Even though those games use RGN technology like all slot games, and are consistently reviewed by MYB Casino, Betsoft, and the Curacao Gaming bodies; somehow MYB Casino is claiming that there were glitches in these two slot games, and I somehow knew this and took advantage of the games. As such, they cited a policy that allows them to seize my entire winnings all the way back beginning in June, 2020. As of this evening, they have reenabled my account, but with a balance of $0, and show 43 separate manual transactions of -$5,000, eliminating my balance.

This is nothing more that MYB Casino illegitimately trying to find a way to avoid paying me my fair and rightful winning which stem over a 9-month period.

(Matter explained below)

On Thursday, March 11, 2021, I attempted to login into my account as normal. I discovered after numerous attempts to log in, that my account has been locked. I called MYB Casino and Customer Service stated that they had no information, but that my account has been locked at of approximately 7:25 pm EST on Thursday, March 11, 2021. I was told by the Customer Service Representative to call back the next day during normal business hours to speak to the Casino Management about the matter. I was provided no other information than that.

The next morning, on Friday, March 12, 2021, I called MYB Casino as instructed, and the Customer Service Representative could not connect me with the Casino Management. Becoming very concerned at this point, I specifically inquired about what was going on with my account and requested more information as to why my account has been blocked without any notification provided to me, or any reason why this has occurred. It was at this point in the conversation, that the Customer Service Representative stated that the Casino Management Security Team was \"reviewing\" my account and that I would be contacted. There was no other information provided to me, even after asking several additional questions in trying to find out what is going on and why such action to my account has taken place.

Since then, I have written MY Casino Customer Service and their Payroll Department three times, inquiring to learn a status of the matter and to specifically explain to me what is going on with my account. They have not responded at all. It is key to not here that I opened my account with MYB Casino in May, 2020. I have never had an issue with my account, have always been in good standing, and have been paid on time very time I have requested for a payout. What has occurred here with my account is very strange, and has now become very stressful to me. I have no idea what is going on and why. My currently balance is between $210,000 and $211,000. It appears to me that MYB Casino is refusing to pay me and has also not responded to my payout request from Tuesday, March 9, 2021. As of this evening (9:27 PM EST, March 13, 2021), I am still unable to login into my account. Below is the current email trail which clearly indicates my attempt to connect with the MYB Casino Management to understand why my account has been blocked without any notification, explanation, or positive resolution. Again, my current account balance is between $210,000 and $211,000. I am VERY CONCERNED that MYB Casino will not pay me for my legitimate winnings. I have never had a single issue with MYB Casino prior to this.

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Disputed Casino MYB Casino

Reason Terms violation

Amount $211000

Discussion

AskGamblers

• Support Team

5 years ago

Dear all,

We regret to inform you that following the submitter's confirmation that the issue, subject to this dispute, has already been raised with the relevant regulatory body and, taking into account the fact that the parties did not reach a mutual agreement of settling the dispute, the AskGamblers Complaint Team has no other option but to close this complaint as unresolved.

As soon as the AskGamblers Complaint Team is notified about the regulator's final decision on the case, we will comply and mark this complaint accordingly.

RAIDER1223

• Texas

5 years ago

Hello AGCCS,

UPDATE: MAY 1, 2021 (3:19 PM CDT):

A formal Complaint against My Bookie Casino and Betsoft have been submitted with Gaming Curacao.

After a separate Complain was filed with Curacao E-Gaming, Curacao E-Gaming has advised Player to submit a formal Complaint to My Bookie and to Betsoft.

My Bookie has already received a formal Complaint and subsequent multiple emails from Player regarding this Matter.

A formal Complaint against Betsoft in connection to its alleged involvement with My Bookie's action of account balance seizure has been submitted to Betsoft.

The Malta Gaming Authority has been contacted with a formal Complaint filed against My Bookie and Betsoft for its dual involvement of account balance seizure by My Bookie Casino.

My Bookie continues to not communicate from multiple email communication attempts sent to My Bookie in request for My Bookie to discuss and resolve this Matter without further involvement from various gaming licensing authorities in which both My Bookie Casino and Betsoft are currently licensed and regulated under.

The Malta Gaming Authority will provide next steps as it relates to the ARD (Alternative Dispute Resolution) dually-nominated by both My Bookie and Betsoft for ultimate resolution to this Matter should My Bookie and Betsoft fail to communicate with the Player and either/both SBR (Sportsbook Review) and AskGamblers.

Thanks,

RAIDER1223

RAIDER1223

• Texas

5 years ago

Hello AGCCS,

UPDATE: April 30, 2021 (3:15 PM CDT):

There has been no communication from MYB Casino / My Bookie.

There has been no communication from Betsoft.

My account remains disabled. My winnings of $210,085.70 remain seized.

No one is communicating about this matter, which is very alarming and points towards a complete cover-up by potential both Parties (MYB and Betsoft).

Currently working other angles which will help force both Parties to communicate about this matter and to provide their respective evidence to support MYB's claim that there were "glitches" associated with Betsoft slot games dating back to over 10 months ago, and that Betsoft directly contacted MYB to have a "review" of the Player's account; leading to a unilateral seizure of a Player's entire funds balance by MYB.

To date, no such evidence supporting the case for "review" and "seizure" has been provided by either Party.

Stay tuned for the next update, as various other alternatives are being discussed, with some already underway for purposes of having this matter resolved in favor of the Player; whom has done nothing wrong, and is at zero fault in association of the action MYB has taken against a Player's account balance of $210,085.70.

RAIDER1223

RAIDER1223

• Texas

5 years ago

Hello AGCCS,

UPDATE: April 27, 2021 (10:37 PM CDT):

There has been no communication from MYB Casino / My Bookie.

There has been no communication from Betsoft.

My account remains disabled. My winnings of $210,085.70 remain seized.

RAIDER1223

MYB Casino Complaint Stats

Resolved 4 / 5

Avg. Amount $44,249

Avg. Complaint Duration 11 days

Avg. Response Time 2 days

MYB Casino Complaints

See all complaints for this casino

Mybookie disabled my account with 8k in it

I been a mybookie customer since October 2020 never had a problem..

I won a parlay 2 weeks ago for 11k couldn’t cashout because I had to complete my rollover and I did so today.

I tried to cashout they asked for id I sent it everything was correct then all of a sudden my account closed, they didn’t give me not one reason why it’s closed I was on the phone with me they still ain’t give me a reason why, now I’m thinking they just don’t want to pay me.

Resolved

$8,000

Disabled Account and Stopped Responding with a 40k Balance

I only am opening this complaint, after nothing but unsuccessful attempts at any kind of response from the sites staff or support.

Earlier last week, I was on a hotstreak, playing both slots and live blackjack. I ended up getting my balance upwards of $40,000, which was from just simply max betting on a variety of their slots.

According to their terms, my account was verified through SMS, and since I only deposited with crypto, I was surprised to be asked to upload identification documentation, specifically because they stated this was due to my recent debit & credit card transaction. I have never used either, but I submitted the documentation.

Time passes, I hear nothing, so after contact support, I am told to send a new message with a special subject, and things will be good to go.

Cool.

Send it, wait again, and nothing. Now my account is either locked or disabled, can no longer login, and am asked to send a utility bill.
No problem.
Sent it all, and never heard from them again.

Since I can no longer login, I lost the live support agent option, so they only thing I can do is send a message via a form on their page, which never gets replied.

I am not sure what else to do at this point, and I would simply like to know what is happening, and to be able to access my account again.

Resolved

Impossible to get account verified

I am having extreme difficulties dealing with this casino. I made a deposit about 2 weeks ago and won about $544 of my own money. I made a withdrawal request and was denied and my account was locked due to a random security check. I was asked to send in a copy of a bill and the front and back of my driver's license. I sent them a copy of everything they requested. I was told to wait for 72 hrs so they can be reviewed. 72 hrs came and passed and I didn't hear anything from them. I called the casino and was put a hold for a few minutes and was told my front and back didn't to be sent in separate files and not 1 file.

So I send them two separate files 1 containing the back of my driver's license and the other file containing the front. Again I was told to wait for 72 hrs. After 72 hrs I didn't hear anything from them. So I can them up once again. I was again placed on hold for a few minutes and then was told. My picture ID was too light. Send again. So I sent them another copy of my ID making sure no light interference, Again I was told to wait for 72 hrs. Another 72 hrs came and went. I had to call them up again. This time they tell me that I can't use a scanner to scan my ID. HUH? I'm Driver's License is clear, and dark and everything is readable in fine detail. At this point, I am just tired of jumping thru hoops. It has become clear that they aren't going to pay me a small withdrawal of $500. So I asked just to return my deposits and I can go elsewhere and play.

I searched Trustpilot and saw that this casino group doesn't have the best reputation when it comes to some of its winning players. As of now, I don't care about my winnings. I just want my deposit returned and we can part ways. This is beyond ridiculous with the things they are making me do and the wait till in order to process my request just to deny it.

Resolved

$544

Ignoring my emails about my withdrawal

I play at mybcasino.ag and my username is MBC50333.

On the second week of November I deposited 100 USD and lost the playing.

After that I received 252 USD casino bonus which I played on a video slots game, finished the wagering requirements and won a total of 1702 USD.

My account was already verified and then I tried to withdraw my balance.

When I try to withdraw, it sends SMS to my phone for confirmation but the system does not work. I never received the SMS.

Live chat said I need to email them for my payout since the SMS did not work because I am from Sweden.

I have sending emails many many times but I'm not getting any reply from them.

Resolved

$1,702