mBitCasino - Hráč neobdržel bonus.

Good grief... same song and dance with mbitcasino. Terms are being created from thin air that negatively affect the customer.

I inquired why i had not been receiving my rakeback for two different days when i suffered significant losses. I was informed that any withdrawal from the account will negate all losses from that day, and subsequently, make the account ineligible for rakeback. I followed up with a question to clarify.

"So you are saying that if I deposit $500, and proceed to lose $400, and then withdraw my last $100, I am considered a winner on the day and not eligible for rakeback on the $400 that was lost?"

The representative told me yes, that is correct. The system considers me a winner on the day, and I am no longer eligible.

If that is the casino policy, thats their policy. They are free to dictate whatever terms they want. But again, this is nowhere in the daily rakeback terms and conditions. This is nowhere in the bonus terms and conditions. This is just something that the customer is informed of after they realize they didnt receive any rakeback. And if they bother to ask customer service why they didnt get the rakeback.

Once again, just glaring missing information of the utmost inportance to the customer being left out. If i would have known this information, I certainly would have waited to withdraw my remaining funds until the next day. But since this isnt anywhere in the terms, i had no reason to wait to process my withdrawal

Dear ryanandireed,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please clarify the dispute value? Was this the amount you were supposed to receive?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. 

Thank you very much in advance for your reply.

Best regards,

Kristina

Hello,

The situation was indeed, not completely explained by our colleague and we humbly apologize for it.

Today, we have contacted the client and fully explained the account situation and the cashback mechanism.

It was determined that the client had 2 deposits. For the first one, there was a withdrawal involved that was higher than the deposited amount, thus rendering the account not eligible for the cashback.

For the second deposit, the client received cashback, however, it expired because the client did not activate it in time.

As an exception, the cashback was re-added to the account before this complaint was submitted, 2023-08-10 22:52:11 UTC time and the client played the funds.

Account and cashback functionality were correct.  

Thank you for your patience and understanding.

Best Regards

Dear ryanandireed,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Thank you, mBitCasino, for providing more insight regarding this case.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.