mBitCasino - El retiro del jugador se retrasa debido a la revisión de la cuenta.

Dear Casino Guru,

I hope you can assist in a matter with mbit Casino as they do not reply to any emails and the chat only say you must email again.

On the 26th January i won approx 11068usd and since then the casino will not complete verification on my account. Chat tell me my account is under review and cannot say more only that i must email the kyc department and they do not respond to a single email.

I have submitted all kyc they have asked for which included a selfie with a hand written note. They decline any withdrawals but totally non responsive. All the below requested was done.

Your account has been selected for a random security review.

Please provide us with the following KYC documents:

1. A photo of your Valid ID or passport or driver’s license(all corners need to be visible).

2. A photo of yourself holding your valid ID alongside a handwritten note that includes "mBitcasino," the current date, and your signature.

3. A photo of proof of address in the form of a phone bill, utility bill, or bank statement, not older than 90 days.

Simply provide us with the required documents, by replying with them to this email.

Failing to provide the requested documents within 7 days will result-in automatic KYC failure.

Any pending withdrawals will be returned to your account until the KYC procedure is complete.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• What types of games did you play to accumulate your winnings?
• Have you accumulated your winnings with or without an active bonus?
• Have you made any successful withdrawals from this casino before?
• Which payment methods have you used to deposit money into this casino?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hi Casino Guru,

Thank you for your reply.

Please see my responses below:

What types of games did you play to accumulate your winnings? Slots

Have you accumulated your winnings with or without an active bonus?393€ deposit and 500€ bonus

Have you made any successful withdrawals from this casino before? No

Which payment methods have you used to deposit money into this casino? Crypto, Eth

Please forward all communication between you and the casino’s customer support related to the verification of your account to veronika.f@casino.guru. This may include email correspondence, live chat transcripts, or screenshots of conversations. Additionally, please include all documents you submitted to the casino for verification purposes.

Thank you for your cooperation. I look forward to reviewing the materials.

I sent you the emails

Thank you for your email. Kindly send me the documents you provided to the casino as well. Have any of your documents been reviewed by the casino's relevant department in the meantime?

Hello,

The client's account was verified and cleared.

The client received this email two days ago:

"Hi there,

We sincerely appreciate your cooperation and your prompt provision of all the necessary information for the account verification process.

I'm pleased to inform you that your account has been successfully verified. From this point onward, you can engage in playing and withdrawing funds without any issues.

If there is anything else that we can do for you, don't hesitate to let us know.

Kind regards,"

The client is free to do as wishes with the funds.

Thank you for your patience and understanding.

Best Regards.

Dear CharlotUKCAN,

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.

My account is working.. how ill they resolve the crypto drop. They locked my account I coudln't use my account so I lost 3000 dollar any help here?

Dear mBitCasino representative,

Thank you for reaching out and confirming that the player's account is now verified.

Dear CharlotUKCAN,

Could you please provide more details about your new issue? Were you participating in any tournaments or promotions shortly before your account was suspended due to the verification request? Additionally, could you clarify how the $3,000 loss occurred?

Dear CharlotUKCAN,

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.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear CharlotUKCAN,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika