mBitCasino Support and Complaints Thread

Hello Agha,

We've been advised by Megawins Casino that your complaint is under review by the Curacao officials. Megawins Casino Representative will post their answer in this thread when they reach a conclusion.

I really hate to do this and I don't even know if I should be posting it in the complaint section because I LOVE MBIT CASINO!! They are seriously nothing short of AMAZING but I feel like this issue needs to be dealt with better than it is currently... 

Tournaments are an added bonus that some casinos offer their players which I assume brings a bit more excitement to the casino. I AM ALL FOR THIS!! I love the tournaments because they will have you spending that bit extra in order to take out your fellow players for that prize! No one likes to lose, right? Especially not gamblers... The only complaint that I have with mBit's tournaments are that they were offering a 5x wagering requirement for all money prizes (it use to be wager free but 5x is reasonable). My friend has placed in the tournament the last 2 weeks in a row and when he won 20 mBTC in the tournament he only had to wager that 5x = 100 mBTC wagering ---> Legit 

Then comes my  He literally played his little heart trying to climb that leaderboard for 3rd place and actually made it. The rules have been stated the same on each tournament for as long as I can remember.... but then they say that it is 20x wagering requirement to withdraw you winnings... The tournament clearly stated 5xs wagering and I think they should honor that! Am I incorrect when I say that most casinos out there have a no wagering requirement when it comes to tournament winnings... You had to beat out tons of other players in order to achieve that place on the leaderboard and to then change from 5x to 20x which is just 1/2 of what a normal bonus is is just plain unfair. I see that they have fixed the wording in the regular tournament rules but it still states 5x wagering in the specific slot game bonuses... 

Had to say something just because I really think it is unfair... and he refused to speak up much about it

Besides for that I LOVE mBit Casino :) 

Hi there! 

Thank you for your post. The situation you are referring to was already sorted by the casino, so allow us to share our side of the story as well: 

We run 2 recurring tournaments: Slots Frenzy (slots tournament), which has a 5x wagering, and Clash of the Tables (table games tournament) which has a 20x wagering. During various promotions, we run additional tournaments, with different prize pools, specifications, and requirements. In most cases, the wagering requirement for such tournaments is 20x. 

In this particular case, an error occurred and the terms of a special tournament listed it as having a wagering of 5x, whereas the actual prizes were configured with 20x wagering, as intended. When the player pointed out the issue to our support team, he was advised to stop playing with the prize funds until our marketing team came in and could look into it, and change it to the indicated value, as a gesture. The player was informed that if he continued playing, adjustments would not be possible. The player confirmed he understood that, and proceeded to continue playing. By the time the marketing team came in and performed the necessary corrections to the terms, the player had already spent his funds, so no changes were possible to his funds as he already played them all. The player in question was also in contact with our VIP host throughout the issue, and was compensated for the inconvenience.

While we cannot guarantee that everything will always work out flawlessly, we can guarantee that we will always do our best when things go south. 

Hope this sheds some light on this situation.

I made a deposit to Onebet.io (it is a sportsbook operated by the Mbit casino company) I paid 50 Mbit and received a 50mbit bonus and I won about 360mbit, they demanded id card + selfie etc, I sent everything and in the meantime lost about 300mbit and demanded return deposit (my account balance 60mbit) my deposit is 50mbit, they demanded Skype verification, I refused because I will not do Skype verification just to let them refund my deposit.

I wrote a lot of e-mails asking them to return my deposit and close my account, after which they close my account and do not even want to return my deposit, what casino law can keep a player's deposit? I do not understand what, if they did not want to withdraw my winnings, they should refund my deposit because it is my money.

live chat is just amateurishness, I asked in the chat what's going on with my account, they are throwing me out of the chat, I can not understand so brazen and arrogant customer service with no contact, no response to e-mail

Petra, this person with live chat is something horrible and cheeky, a rude person.

Hi tyraxx,

Please private message me your account ID so that we can contact them regarding your case. 

Hi there,

We have reached out to the user multiple times via email in the past two weeks, to no avail as all our emails have gone unanswered, unfortunately.
Our live chat team informed the user that they are required to reply directly on the email thread as the security review is performed by our security team.
Please make sure to reply to our email from the registered email address or start a new email thread and our security team will get back to you right away.
In order to resolve the case, the user needs to reply directly on email.

I have responded to the email many times, unfortunately I have not received any response from Support.

I wrote my last e-mail a few days ago ... did not the support receive a message from me?

I sent an e-mail now, did you receive?

Hi there,

Yes, we have received your email and our team already replied. Please make sure you check your email and reply at your earliest convenience. 

resolved issues

Hey I have such a weird and disturbing thing happen to me involving mbitcasino and I’m wondering if this has happened to anyone at this site or others.

i got a random email yesterday from a rep saying I was under a 24 hour ban because of what I said to a rep in chat. I honestly had no idea what they were talking about (I’ve chatted plenty of times and never said anything offensive) and finally after requesting the content a number of times, they sent me a chat transcript with my user name that was COMPLETELY made up. It was vulgar and insulting and just totally falsified. I was completely stunned. I emailed the vip rep and pointed out how fake it was. It was written in completely broken English and just said stuff I have never said in my life.

anyway, if anyone has insight

Hello JUDE2012,

Could you please send me your casino username in PM inbox and we'll contact the Casino Representative to find out what happened.

Thanks. I sent you my username. I’m new to this so I hope you got it :)

Hello JUDE2012,

No, I haven't received it. Please click on this link HERE and try to send it to me again or you can post it in this thread here.

It’s jude2012

Hello JUDE2012,

Thanks for providing us with your casino username. We’ve sent an email to the Casino Representative. Keep you posted

I’d love to give you more information regarding my issue.

right before this entire thing happened, I actually had 10 mb won from their slots tournament. I was actually just beginning to play when I got the email containing the fake convo basically forcing me to get off the site.

i also contacted livechatinc.com and they told me it was not possible for one of their reps to alter the transcripts meaning one of the mbitcasino VIP reps created the chat and only after I was granted the 10 mb, thy kicked me off the site.

Hello JUDE2012,

The Casino Representative says that your issue has been resolved. Could you please let us know if it's been sorted out.

Actually no, nothing has been resolved. The site never acknowledged they forged an entire chat transcript which alone should be grounds for something more extreme than bribing with cheap spins.

anytime you ask them questions about the sketchiness of the site, I’ve been given a “cooling off” period instead of getting answers 

I advise everyone to stay away from this site. It’s such a joke

Jude2012: I used to play on mbit wasnt that great results but some stuff here and there then one day i tried high rolling and deposited 900$ and lost... the following days i went back play on my usual low bets and hit huge and recovered a chunk of my previous losses (they pretty much collect your money then pay you back with your own losses lol). After that i would just lose every deposit over and over and over and over. I ended up asking my vip manager how i could always lose and he told me i had great results last year therefor i wasn't meant to win. How am i not meant to win? Lose 900$ win back 700-800$ and then lose forever because of it? He gave me some free spins that hit all over the place i was like okkk they gave me a "special". It was meant to make me believe i could hit and continue playing and dumberino me did.. and it was just the same old stuff always lose everything so i ended up just closing my account. Terrible promotions, email offering bonuses on deposit without any mention anywhere that the bonus is available only one ONE super horrible slot so you end up stuck on garbage slot that rip instantly and you feel like a retard (i might just be retarded but that's another story :D ) and so on. Sometimes you just have to let it go.

Hello JUDE2012,

We've sent them another email regarding your issue and asked them to post a reply in this thread.

I hope you have better luck than I do! It’s been two days since that “24 hour ban”, I have gotten no correspondence regarding the special “Monday account review” they promised and if I ask a rep, they tell me to just wait for an email.

that pretty much sums up this site 

Hello JUDE2012,

As soon as we receive a reply from them, we'll let you know what's going on.

Mbit casino closed my account accusing me of multiple accounts. In the email that is all they provided. They pasted their terms which say that each player can create only one personal user account. At the end of the email they also stated that no further replies regarding this investigation will be made. I replied to them, however, they did not get back to me. 

I made a withdrawal of 0.064btc and my account was disabled. I do not have any other accounts and I have no idea why they are accusing me of this. What is even more frustrating is that they can do whatever they want, they do not have to provide any proof and can take my money. 

I am not sure who can help me at this situation.

Hello grendalino,

Could you please send me your casino username in PM inbox and we'll contact the mBitCasino Representative regarding your complaint.

Sent the log in to your PM inbox Sydney

Hello grendalino,

Thank you for sending over your casino username. We've sent an email to the Casino Representative. Please keep an eye on this thread for the updates.

Hi there,

We would like to provide more information about the issue reported by user grendalino. 
The user abused our system by opening multiple accounts, using VPN, and claiming special bonuses on multiple accounts in order to gain unfair advantage.

Their accounts have been closed and any funds present on the accounts have been confiscated as per our terms and conditions:
"7.1 Each player can create only one personal user account. Creating multiple user accounts will lead to termination of the accounts. All betting accounts you try to open may be blocked or closed and any bets may be voided. Depending on the severity of the case mBit Casino holds the right to withhold or take any funds deposited to pay for damages and/or the prevention of future misconduct."

"2.7 2.7 Using a proxy, VPN, or other artificial means of spoofing your location is prohibited."

All accounts have been permanently closed and we ask user not to open any other accounts.
We can no longer welcome the user at our casino.

Regards,
mBitcasino

As I stated in my email, I have only one account with mbit and I am not using any vpn (this information is new, because in the email you did not mention that at all, now you decided to create something new). During the whole time since I opened an account with mbit casino I have accesed it from my phone and from my home ip. 

Can you please provide me with the proof that I have more than one account? It is not fair to accuse me of such a thing and take my money away. If you cannot provide me with the the proof I am more than happy if you could show it to Sydney confidentially. If Sydney will confirm there are any relations I will apologize and will be happy, however, I know there is none because I haven't done anything wrong and as I said, I do not have more than one account and I do not use VPN

Hello grendalino,

We've been provided with the evidence which supports mBitCasino's decision regarding your case. Therefore, there's nothing more we can do to help you. If you are not happy with this decision, you can file a complaint with their licensor HERE.

Does MBit ever offer any free spins after depositing? I have deposited quite a bit and feel like I never get rewarded. No clue how the "points get accumulated or why when I do deposit and play I get no points. It's frustrating and albeit irritating that I do not feel like a valued player. I have been depositing with bitstarz more and more die to this.

Hi Lauren Erb, we'll ask the Casino Rep to follow up on your question. Please send me your casino username in PM inbox. 

do you believe this casino is a rip off casino.

Good luck

hi 
last time i played it's was a bad confusing experience
credited my account with bonus from lcb 50mbtc at that moment i didn't realise your mistake 
so i started chat with support before playing with the bonus

Adriana assured me that i can play and take profit of the bonus if i finish wager
"It only requires to be wagered and any extra requirements can be seen within you bonuses section :) https://www.mbitcasino.com/#bonuses
me: what is the max bet and the max cashout
Adriana : The max bet is already automatically set on the games, you will not be able to bet over.
Adriana profile
Once the wager is complete you can withdraw the winnings."
so what can i say after wager done over 2btc spending over 16 hours tired finishing with 318mbtc
then i got this
We are sorry to inform you that we mistakenly issued (due to human error) your account with 50mBTC instead of the 5mBTC that the first place represents.

As a result the excess funds will be removed and you will be able to cashout the equivalent of 50 EUR.

These are the articles in the terms and conditions that explain the resolution of this mistake:

"1.a. The maximum possible payout for a no deposit bonus is 50 EUROs (or currency equivalent). Any winnings that exceed the aforementioned amounts will be forfeited."

"5.3 If we mistakenly credit your Member Account with winnings that do not belong to you, whether due to a technical, error in the pay-tables, or human error or otherwise, the amount will remain our property and will be deducted from your Member Account. If you have withdrawn funds that do not belong to you prior to us becoming aware of the error, the mistakenly paid amount will (without prejudice to other remedies and actions that may be available at law) constitute a debt owed by you to us. In the event of an incorrect crediting, you are obliged to notify us immediately by email."

Thank you for your understanding and good luck!

good luck wow nice sarcasm there you leave me with only 6mbtc no answer from you  chat was robotic spamming rules over my face without doing any effort to understand how they frustrated me by they fault i was not guilty at all in this case for my part i was honest i didn't start the play  without your permission and your advice shall i resume that you drive me to the river ?? i hope you could fix it have a good day

@abuzmaster Even if, early on, had some good time on mbit. It's when you get issues that you realize how bad the casino is. They are of no help, give misleading answers and blame you after. It's not all direx casinos that are like that tho, there are only a few of them that i don't touch anymore, at all.

Hello abuzmaster,

We've notified the Casino Representative regarding your complaint and asked him to post a reply in this thread.

Hi there,

We would like to provide more information about the issue reported by user abuzmaster.
The player won 5mBTC through a LCB contest (hosted every 2 weeks) and was credited by mistake 50mBTC. User was aware that the prize was 5 mBTC and did not report this to our support team.

("5.3 If we mistakenly credit your Member Account with winnings that do not belong to you, whether due to a technical, error in the pay-tables, or human error or otherwise, the amount will remain our property and will be deducted from your Member Account. If you have withdrawn funds that do not belong to you prior to us becoming aware of the error, the mistakenly paid amount will (without prejudice to other remedies and actions that may be available at law) constitute a debt owed by you to us. In the event of an incorrect crediting, you are obliged to notify us immediately by email.")

The user asked customer support what is the max bet while playing with a bonus and the max cashout, not specifing that he was talking about a No-Deposit Bonus. The bonuses offered as part of the contest are No-Deposit Bonuses and General Bonus terms and Conditions apply.
("1.a. The maximum possible payout for a no deposit bonus is 50 EUROs (or currency equivalent). Any winnings that exceed the aforementioned amounts will be forfeited.")

User participates in the contest for a long time, and is aware of the prizes and knows the rules.
When the bonus wager requirement was fulfilled, our bonus terms and conditions applied. Maximum possible payout from a no deposit bonus is 50 EUR or currency equivalent.

After the funds over 50 EUR have been deducted, as per the terms and conditions, the user had a balance of 0.006 BTC which they were able to cashout.

Thank you for your time.

Hi mbit 

Have Buy the 30 lcb free spins 

My account Bodyart

Email Susem1971@outlook.de 

Can u activate me the spins jn Ltc please?)) :) 

Hello Rastaman Weeste,

Is your question regarding the mBitCasino shop item?

Yes i order es the 30 spins for 2 Dollar 

The purchase is in processing. Please allow some additional time for the purchase to get processed, the standard time frame is 48 hours (not including weekends). 

I opened a new account with Mbit using my email address tonymoach1254@yahoo.com on July 11th. Before making any deposits I wanted to make sure that I was allowed to play given the fact that there was a history with my IP address and Mbit. My former Roomate used to play at Mbit all the time until he moved out May 1st. I've attatched photos of the chat I had with support prior to making any deposit. I explained to her that there was history with my IP address and I asked her if she could check to see if u was allowed to play or not. I also insisted on having them remove the welcome bonuses from my account if it was necessary for me to be allowed to play at Mbit. The agent checked and responded with "You can play". I proceeded to play 4 deposits over the next day and a half which totaled up a little over 0.03 BTC or $310. I lost all 4 deposits before discovering upon attempting to login that my account had been closed. Despite the fact that I made an honest effort to confirm wether or not I could play there before playing and was told yes, they will not agree to refunding my deposits. The cherry on top of my issue here is the fact that I wasn't even aware at the time that the US was listed as a restricted country on Mbit. So before depositing, I specifically asked the support agent to check my IP address and clarify to me if I could play or not. Why would she tell me "yes, you can play" if/when the moment she looked at my IP she could clearly see that I was located in a restricted country? If the agent provided me with the correct information, then I never would have made any deposits. Am I wrong to think that this one detail alone should be enough in itself  nullify every other detail on both sides in this case? I shouldn't have/wouldn't have made any of the 4 deposits I'm requesting a refund for now and  I wouldn't have had the accusations made against me of breaching the casino's terms if I would have been provided with the correct information I asked for prior to making any deposits?

Hello Tonymoach4,

Could you please send me your casino username in PM inbox and we'll contact the Casino Representative. 

Tonymoach1254@yahoo.com. I don't recal actually making a username. If I did it was probably just my name Anthony Moccia

Hello Tonymoach4,

Thanks for providing us with your email address. We've sent an email to the Casino Representative regarding your complaint. 

Please keep an eye on this thread for the updates.

I really appreciate your help! Thank you! 

I'm hopeful that the casino rep will be able to see that my intentions were actually the complete opposite of what I've been accused of. My whole reason for speaking with their support agent prior to making a deposit was to simply be made aware if I would be in violation of any casino terms by playing at Mbit. Am I wrong to assume that the agent would provide me with accurate information to the questions I asked? The answers provided to me led me to believe that there wouldn't be any issues with me playing there, I do not dispute their decision to close my account for the rules that are indicated on their terms and conditions. I do however believe that I am entitled to a refund for the deposits I made because I would not have made them if the agent did not mis inform me. I  thought I was doing the right th by explaining the details to agent before having her clarify to me if I could play or not. I would greatly appreciate it if I could be refunded for my 4 deposits. If the casino rep does not agree, my only question for him would be "Would I have been paid any winnings had I actually won with any of the 4 deposits I made? Or would I have been denied payment for the same reasons that my account has been closed?" Thank you for your help LCB!! 

Hello Tonymoach4,

We still haven't received a reply from the Casino Representative. We've sent him a reminder email. Please keep an eye on this thread for the updates.

Hi there,

We would like to provide more information regarding the case posted by Tonymoach4.
The user account has been closed as multiple terms and conditions have been breached.
User previously had an account at our casino, with the same profile information as the new account.

When our support agent checked the new account, everything seemed to be in order, and the system did not pick up anything suspicious at that time.
When the user contacted us and asked us if he can play, he informed us that their roommate previously used the same internet connection.
User left out an important information when he contacted customer support, and this is the fact that they previously had an account with us.

Our system detected this at a later time as the user was using the same connection and profile information as the old account.
The old account was closed due to the following breach of terms and conditions:
"1.2 Before using the website www.mbitcasino.com, please read Terms and Conditions carefully. The fact of using the website confirms your consent with the Terms and Conditions.

1.3 These Terms and Conditions come into force as soon as you click the check the box on signup, by which you signify to the casino that you have read the Terms and Conditions, accept them and are fully bound by them."

"2.2 You are solely responsible for determining whether your accessing and/or use of the website is compliant with applicable laws in your jurisdiction and you warrant to us that gambling is not illegal in the territory where you reside. Any claim against the Company brought by you for any reason whatsoever in regard to the above mentioned will be considered void and shall not be accepted.

2.3 Users from the following countries (“Restricted Countries”) are not allowed to deposit and play real money games: United States of America and its territories, United Kingdom, Portugal, Slovakia, Spain, Israel, France and its overseas territories (Guadeloupe, Martinique, French Guiana, Réunion, Mayotte, French Polynesia, Wallis and Futuna, New Caledonia), Netherlands, Lithuania, Dutch West Indies and Curacao. The Casino cannot guarantee successful processing of withdrawals or refunds in the event that player breaches this Restricted Countries policy.

Any bonuses are not available to players from Sweden, including participation in any kind of promotional programs, receiving VIP rewards, as well as exchange of comp points."
Source: https://www.mbitcasino.com/terms-and-conditions

Since the user was informed regarding the terms and conditions when their previous account was closed, we have strong reasons to believe that they have abused the terms and conditions on purpose.
We will refund the full amount of the deposits made for a total of 0.04117777 BTC.

Thank you.

Regards,
mBitcasino

Please, that's all I am asking for is a refund for the deposits!! I had no intent on abusing the bonuses and I am not contesting your reasoning for closing my account. Please send the refunds to the following jug BTC address....

 >Personal details removed by moderator MarijaS<
thank you