mBitCasino - La cuenta del jugador ha sido suspendida y sus ganancias confiscadas.

Hello,

I Joined this casino on the 10th January, deposited about $480 USD and had a couple of big wins. I continued playing to complete the wagering amount needed that came with the bonus but when I got to 95% complete they suspended my account so I couldn't play any more.

I tried speaking to live support they don't help at all and just say I have to wait for a email.

I got a email asking me to send a selfie with my ID and a note saying Mbit the date and my signature and a proof of address, which I done. I then waited again as chat doesn't help and got another email asking for my bank statement to be sent in paper form not PDF and a copy of the other side of my ID which I also done.

So I got a email saying they received it after I chased them up saying they are looking at it and when complete they will reactivate my account.

I logged in to the casino today to check on it and noticed that they have returned my balance to the amount I deposited of $480USD.

I am still waiting for a explanation from them as to where my previous balance of $15300 USD has gone to but they are very slow in replying and the live chat service are useless with these requests.

Can you please contact them for me to see what they doing. Thanks

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 for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

• Do I understand correctly that you had $15300 in your casino account before you lost access to it?
• Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
• Which bonus did you play with? Please post a screenshot of your bonus history here in this thread.

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Hello Kristina,

Yes I had $15300 in my balance and had completed 95% of the wager requirement when they suspended my account so I couldn't continue to play the slot games. i was only playing slot games nothing else.

I have taken 2 bonuses they were part of the welcome bonus package. the first one I took and lost and then the 2nd one is the one they I was still playing when they suspended my account and the balance was on $15300 USD.

The balance has now returned to my initial deposit amount of 0.145 ETH which is approximately $460 USD.

They website doesn't show the bonus history, I can only find my deposit history which I have attached. I received a 100% bonus on both my deposits.

Thank you very much for your reply, Mudman. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Hi Kristina I am emailing you the correspondence

Dear Mudman,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Peter (peter.c@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

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

Dear Mudman,

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,

Peter