mBitCasino - A conta do jogador foi encerrada devido a uma conta duplicada.

I joined m bit casino and I found out from them I had another account and if I did I made it a long time ago and it was a mistake and when they told me about it I explained and was honest with them about it. Telling them what I am telling you. They let me deposit a couple times and play and then the second time I deposited they shut my account down while I was playing and my nine dollars and some change is still in my account. I was open and honest with them and it was an honest mistake. I told them if you look at the other account it has no activity because I did not know about it and why would I make a second account? How would I benefit from that and why would I deposit money only into one account? I did not lie about nothing and was up front and gave them everything they asked for to help with my situation and they stopped getting a hold of m. I am, an honest online gambler and have good standing everywhere. I need them to open up my account. The other one was a mistake from when my laptop was stolen, or I made it a long time ago and forgot about it. Point is I never used the other one and have nothing to gain from having 2 accounts I was actively using my one account. Please help me get my account back open. I know whatever they can do whatever], but it is not right to do what they are doing when I was nothing but honest with them making legal honest deposits.

Dear Blatant78,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with mBitCasino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Do I understand correctly the casino confiscated your balance on the second account?
• What gaming activity was made on your second account? Have you accepted any bonuses on your second account?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

I made regular deposits with no bonuses. I never use bonuses. I do not have any of the emails they sent me. I was just hoping they would talk to you and somehow come to a resolution. I told them I was going to file a complaint. They are a good casino and all this is. Is a misunderstanding. I have nothing to gain from having 2 accounts. They do not have a sign up bonus and as I said I do not use bonuses. They can see as plain as day I have one account that I have used and it has been deposited in 3, or 4 times. One of them they kept because it came up short after the miner fees so they are being mean to a good dude that has a good rep with all of my casinos. I am really bothered by their actions. My dad just died and that was my last 15 dollars I put in their casino at the time and they shut me out while I was playing with it. You just don't do that to someone. As I said they can see plain as day my one account that I use. There is no reason for what they are doing, no excuse at all even a little bit. I have done nothing wrong. All I did was deposit money into their casino. I have not even made a withdrawal.  They need to make it right. I cannot fix their mistakes. I just hope that there is someone at that casino that knows what humanity is a real human with character and understanding that can see the big picture. For someone who is conscious and awake because we are grown ups this is an easy fix. It should be a no brainer.

Thank you very much, Blatant78, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru)  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello Blatant78,

I'm Michal and I have taken over your complaint. I have reviewed this case, and I will contact the casino to see if I can help.

We would like to invite mBitCasino to join the conversation.

Dear mBitCasino,

I would appreciate it if you could provide clarification concerning the issue of duplicate accounts for the player. If the player has acknowledged the inadvertent creation of an additional account, could you explain why this account was not promptly closed and only one account remained active? I look forward to your response.

I did not find out about it until they told me about it. It might have been made when my laptop got stolen or I made it and did not remember. I did not use it once. I deposited only with my account I never even used a bonus nor did I want to. I just wanted to play. its a simple fix and they should do what is right I have been open and honest with them and have nothing to gain from two accounts. I want to play my hard earned money.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Blatant78,

I regret to inform you that I have not yet received a response from the casino team. I will reach out to the casino representative again in hopes of receiving an update. Additionally, I will extend the timeline by three more days to provide your case with further opportunity for resolution.

Thank you for reaching out and sharing your situation. We understand your concerns, but based on our Terms & Conditions, each player is permitted to create only one personal user account. As stated in Section 7.1, creating multiple accounts can lead to account termination. Any accounts opened may be blocked or closed, and depending on the case, we may withhold funds to prevent future misconduct.

You did acknowledge that the second account was created a long time ago, and while we understand this may have been unintentional, it is still considered a duplicate account. You also had the option to contact us directly from the registered email of your active account to request a refund of your remaining balance, but we did not receive such a request.

Please let us know if we can further assist with any other information.

Dear Blatant78,

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.

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. I would like to thank the casino team for their cooperation.

The player may request to reopen this complaint at any time if they believe their issue has not been adequately addressed.