Closed and voided 800000 USD winnings due to jurisdiction restrictions

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 MineBit 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.

More Detailed Response to Point 3 – Alleged Bonus & Gameplay Irregularities (Section 9.1.3)

This accusation is entirely misplaced and based on a misapplication of Section 9.1.3. That clause falls strictly under your Bonus Terms, which apply only to gameplay involving promotional or bonus funds, not to sessions funded solely by real cash deposits.

In my case, every wager was made using real money, and I never accepted or participated in any promotional, deposit, or bonus-related offer. Consequently, I did not, and could not have, abused any promotion or bonus offer, as I never took part in any of them. Therefore, Section 9 and all its subclauses are irrelevant to my account and cannot be used as grounds for any action or accusation.

The free spins referenced in your statement were in-game bonus rounds triggered naturally during standard gameplay, not promotional or externally credited free spins. This distinction is critical, promotional bonuses fall under your Bonus Terms, while in-game features are governed entirely by the slot provider’s mechanics and random outcomes.

Saving or completing these naturally triggered free spins at a later time does not constitute irregular or abusive play. It provides no advantage, no manipulation, and no breach of either your Terms or the game’s intended design. This is standard gameplay behavior supported by the software’s own functionality.

MineBit is also attempting to misuse and distort external references to justify their actions. For example, they are now quoting Casino Guru’s Fair Play Codex to claim that my gameplay was unfair, even though Casino Guru’s decision had nothing to do with the legitimacy of my bets.

Casino Guru’s Fair Play Codex only outlines their own internal complaint-handling policy, and it specifically excludes any cases that involve the “saving of bonus rounds” purely for administrative classification purposes, not as proof of actual unfair play. They never stated that my bets or gameplay were illegitimate, yet MineBit is abusing that statement without any supporting proof or evidence, twisting it to appear as if Casino Guru confirmed wrongdoing on my part, which is completely untrue.

Moreover, the game provider themselves have verified that all wagers and game activity on my account were fully legitimate. Since the provider, the party responsible for the game’s operation, integrity, and technical validation, has confirmed there were no abnormalities or exploits, your claim of “irregular play” is objectively invalid.

Dear @MineBit and @AskGambler,

After reviewing MineBit’s recent response, there are only two possible conclusions: either MineBit is intentionally misrepresenting the meaning of its own Terms and Conditions, or MineBit’s representatives do not fully understand what those Terms and Conditions actually state.

I will address each of the points raised accordingly.

1. Section 10.3: Account Closure and Refund Obligation
MineBit referred to Section 10.3 when explaining the account closure but omitted the most critical part of the clause, which states:

“...we shall be entitled to immediately close Your Account, in which case any balance on the Account on the date of such closure will be refunded to You as soon as it is practicable for us to do so.”

The omission of this key sentence is concerning as it completely changes the intent of the clause. Section 10.3 clearly requires MineBit to refund the remaining account balance upon closure. I would like an explanation as to why this crucial part was excluded from MineBit’s official response.

2. Section 10.4: Unlawful Use of Services
MineBit’s reference to Section 10.4, which places responsibility on players to comply with local laws, is irrelevant to this dispute. The clause simply limits MineBit’s liability in cases where a player might violate local regulations. It does not provide any authority for MineBit to confiscate legitimate player funds or void balances. Citing this clause as justification for withholding my balance is baseless.

3. Section 9: Applicability Restricted to Bonuses

Section 9 of the Terms and Conditions explicitly applies only to bonus funds, as stated under:

"9.1.1 Scope and Applicability

This Policy applies to all forms of bonuses, cashback offers, rakeback programs, deposit-based incentives, free spins, and other promotional rewards offered on the platform.”

This shows that Section 9 is relevant only to promotional or bonus-related activity. My account activity involved only real money deposits. I did not claim, participate in, or use any bonus funds at all. Therefore, Section 9 cannot be applied to my case under any reasonable interpretation.

4. Section 10.3: Refund Obligation Reiterated

As mentioned multiple times, Section 10.3 clearly establishes that any account balance at the time of closure must be refunded to the player as soon as practicable. Since my entire balance consisted of real deposit funds and not bonus money, MineBit’s reliance on Section 9 is entirely misplaced.

5. Summary and Request for Intervention

At this point, it is evident that MineBit is either misinterpreting or deliberately twisting the meaning of its own Terms and Conditions to justify withholding my winnings. My references have been consistent, accurate, and supported by the platform’s own documented clauses.

I respectfully request that AskGambler review this matter and issue an impartial decision. MineBit’s conduct so far, including selectively quoting its Terms and Conditions and omitting critical portions of text, demonstrates bad faith and a lack of transparency in handling this dispute.

Lastly, although MineBit keeps claiming that they are ready to refund my deposits, they have not responded to a single email from me since early September. If they do not even reply to my messages, how am I supposed to receive the refund they keep mentioning? I would also like to clarify that this statement does not mean I am accepting a refund of my deposits, as my position regarding the withheld winnings remains unchanged.

Dear @Joshyyy and AskGamblers Team,

Thank you for the opportunity to provide a closing clarification regarding this case. We understand the player’s concerns and have carefully reviewed all communications, gameplay records, and applicable terms.

After thorough internal and legal review, our position remains consistent and based on clear breaches of our Terms & Conditions, as well as international compliance standards.

1. Jurisdictional Restrictions (Section 10.1 and 10.3)

Our Terms explicitly state:

“The availability of the Website does not constitute an offer, solicitation or invitation by us for the use of or subscription to betting, gaming or other services in any jurisdiction in which such activities are prohibited by law.”

and

“If it becomes apparent to us that You are a resident in a country in which the use of the Website is not legal or You are using the Website from a country in which the use of the Website is not legal, we shall be entitled to immediately close Your Account…”

Based on verified KYC documentation, the player is a Singapore resident, and all account activity originated from Malaysia.
Both Singapore and Malaysia explicitly prohibit online gambling with unlicensed operators under their respective laws.
Therefore, this constitutes a dual breach of our geographic and legal restrictions.

2. Unlawful Use of Services (Section 10.4)

Players are solely responsible for ensuring compliance with their local laws:

“You are subject to all laws of the country, state and/or city in which you are residing and from which you are accessing the Website and it is your responsibility to ensure that you are complying with such laws.”

Engaging in gambling activity from restricted territories represents a violation of this clause. The fact that a deposit was accepted or a prior withdrawal processed does not override the obligation to comply with legal and licensing requirements.

3. Bonus & Gameplay Irregularities (Section 9.1.3)

Our system review confirmed the use of delayed bonus rounds, a practice specifically addressed under our Bonus Terms:

“All free spins and/or bonus features must be fully completed before switching to another game.
Breach of this rule may result in forfeiture of the Bonus balance and Bonus-Derived Winnings.”

Such delayed-round patterns were also raised by the same player in a prior complaint on another platform and are recognized by the industry as an unfair play strategy.
This behaviour, combined with jurisdictional violations, further invalidates the winnings in question.

4. Resulting Action

Consistent with Sections 9 and 10 of our Terms, the account was closed, and bonuses and winnings derived from unlawful activity were voided.
However, MineBit has offered and continues to offer a full refund of the player’s net deposits to the original funding method upon standard KYC/AML verification.

Prior communications by customer service (including informal chat exchanges) do not and cannot override compliance or legal findings established during later investigation.

5. Final Statement

We appreciate AskGamblers’ mediation and the player’s detailed communication.
While we understand the disappointment, the decision is based on regulatory compliance, fair-play enforcement, and contractual terms which all users accept upon registration.

Our team remains available to process the refund of net deposits and to assist with any procedural questions directly via our compliance team.

Kind regards,

MineBit Casino