mBitCasino - Hráčův účet byl zablokován.

I have been playing and depositing on this site for a couple months not knowing that I am restricted from the US from playing. I told them and they closed my account and will not refund my deposits

Hello kevinjoneslmc,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with mBitCasino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? Did your VPN to register or access the casino website? What was your balance when your account got blocked? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

I wasn’t using a VPN to access the site so I assumed I was not in a restricted country. I asked the support when I started playing and they said not to fill out the profile information. My balance was not much when my account was closed.

Is the conversation saved where the casino claimed that you do not have to fill out the information? If yes please send it with all additional proof to nikolas.b@casino.guru.

No unfortunately I don’t I can send you the transcript from the last time I talked with them

Please send it to nikolas.b@casino.guru.

Ok will do that in a little bit thanks for your help

Thank you kevinjoneslmc for all the information provided. We believe that once the casino allow you to register and deposit, you should also be able to withdraw. I will now forward your complaint to my colleague Peter (peter.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thank you Nick I agree. My issue is I wasn’t using a vpn or hiding my location at all. I know they could see I am a U.S. player and any other site I’ve been too that doesn’t allow U.S. players won’t let you access the site let alone deposit. So I feel this is done intentionally so they can have the ability to deny a big payout or in my case let me deposit several times thinking I’m welcome to play and probably would have let me withdraw small amounts but then when I hit a large jackpot close my account and say I violated the terms. I am speculating on all this of course but why else wouldn’t they block from accessing the site. If I was blocked and then decided I wanted to play on the site with a VPN then I would not be complaining because I would have actively and knowingly broke the terms and took that risk.

Hi Kevin,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite mBitCasino to the conversation to participate in the resolution of this complaint.

Hi Kevin! We understand your concerns and would love to help you sort this out.

As part of the account creation process, you were asked if you agreed to our Terms and Conditions. By clicking on the checkbox, you confirmed that you have read the Terms and Conditions, accepted them, and are fully bound by them. The Terms and Conditions are public and can be accessed here: https://www.mbitcasino.io/terms-and-conditions

According to point 2.2, users are solely responsible for determining whether accessing and/or using our website is compliant with applicable laws in their jurisdiction. Therefore, any claim against us brought for any reason in regard to this will be considered void.

Point 2.3 of the Terms and Conditions also includes the list of Restricted Countries, including the United States of America and its territories. We cannot guarantee the successful processing of withdrawals or refunds if a player breaches this Restricted Countries policy.

According to our logs, the user was never informed that they should not fill out their profile information.

The user asked if verification was required and he was informed that it was not mandatory, unless requested. The verification was not requested as, being a cryptocurrency casino, users can play anonymously.

Finally, before we can move forward with the case, we would like to verify the user's identity in order to verify the claims. Kevin, you will be notified of the next steps at the email address submitted on CasinoGuru.

Thank you!

So because I didn’t read your terms carefully enough you get to keep all my deposits?

Obviously when I asked if it was ok to play on your site and do I need verification then would be the time to tell me my country is restricted not let me make several deposits then ask you again and get my account blocked.

All the casino sites I’ve been to that don’t allow us players restrict you from visiting the site.

If my country wasn’t allowed when I went to Cashout I’m sure I’d have a problem so you took my money knowing I was from the us and on the restricted list which if wrong and I’d like my money refunded.

I didn’t catch the last part of the email my apologies I am more than willing to verify my identity with you.

I also would like to say I know casinos have rules I believe I asked you if I could play that I was good. You can’t expect people to read pages of terms and conditions that’s why I asked.

I liked your site I participated in quizzes on discord and I think the terms apply to people who are intentionally trying to hide their location or identity, I only made the mistake of assuming I was good and shouldn’t result in my loss of funds.

Thank You I will be awaiting instructions

Hi all,

Thank you for your replies.

Dear mBitCasino team,

If I understand correctly, you let players from anywhere register an account, make deposits and play in the casino. If there are restricted countries, why don't you use an IP block to avoid these situations? As far as i know the player never used a VPN service to hide his IP. From our point of view, the player was allowed to open an account, play, and lose his money, why shouldn't he be allowed to collect his winnings? If you care so much about restricted countries, don't let players register anonymously. What happens in cases when players lose all their deposits playing games and you find out that they were from a restricted country? Do you refund the lost deposits?

Well put Peter, not having an IP block or some kind of clear message not buried in the terms and conditions is deceptive. I think if I would have never mentioned my country and used crypto that I would not have any problems cashing out but that makes me nervous and I want assurances that I will be paid my winnings.

Mbit verified my identity and has offered me a refund. I have not received yet just got the email so I will confirm that I’ve received and would like to thank you Peter for what you guys do here I would have never know how to do this without your help and don’t think I would have been successful in getting a refund.

Gambling is legal in Michigan there are regulated sites here but I like using crypto and the games at these casinos so it’s good to know that you guys are here to help resolve issues like this.

Mbit thank you for understanding the situation and doing the right thing that’s very honorable and when you start accepting US players I will be first in line 🙂

Hello kevinjoneslmc,

Thanks for the update. Do I understand correctly that you agree with the solution (refund)?

Yes I agree with that I had deposited 0.115 ETH 23.35 mBTC and $40 USDT

They asked for those currencies wallet addresses but didn’t confirm the amount and haven’t received yet hopefully soon and I can let you know it’s been refunded.

Alright, thank you. I will set the timer to seven days and we'll see if it works out.

Hello there,

Dear Peter,

First and foremost, as much as we appreciate your point of view on the matter, we do not discuss account information unless it is directly with the account holder.

mBitCasino certainly adheres the highest of the industry’s best practices and standards and takes all matters very seriously. Players are required to fully read and accept the site’s Terms and Conditions prior to creating an account and are responsible for determining if accessing the site is compliant with the applicable laws of their jurisdiction – as noted on the site. A list of restricted countries is available for viewing on the site.

mBitCasino certainly has mechanisms in place for detection purposes – however, it does occasionally happen that circumvention occurs when players use tools that may mask their geo-location. mBitCasino takes these cases very seriously and addresses them as soon as they are brought to our attention.

Dear kevinjoneslmc,

We thank you for your cooperation and we would like to inform you through this thread as well that the funds have been sent to the provided cryptocurrency addresses.

Confirmed thank you

Hi all,

Thank you for your replies.

Dear kevinjoneslmc,

Even though we usually insist that the casinos should pay the players their winnings in situations like this, in your case returning deposits obviously works in your favor. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter