Mr Bit Casino - A retirada do jogador foi adiada.

On July 23rd and July 26th, I requested my first two withdrawals via Trustly. Both did not arrive although they were confirmed by email and allegedly processed successfully. After asking several times and explaining that my bank account is able to receive transfers, at least one of the two payments was returned to my Mrbit account.

The second withdrawal of € 29.50 is still open.

MrBit has already received several documents from me that prove that my bank account is not the problem. And several inquiries have been made to the finance department, but they don't seem to do anything.

I also asked Trustly customer service for help, but unfortunately they can't do anything.

I have already contacted MrBit's customer service many times, but unfortunately without success. I did everything I could and nothing came of it.

On August 13th and August 14th, I requested further withdrawals of € 4172. These have been confirmed again by email, but will probably never be taken, like the previous payouts

Am 23. Juli und 26.Juli habe ich meine ersten zwei Auszahlungen per Trustly beantragt. Beide sind nicht angekommen obwohl sie per E-Mail bestätigt ubmnd angeblich erfolgreich bearbeitet wurden. Nachdem ich mehrmals nachgefragt habe und erklärt habe, das mein Bankkonto ihn der Lage ist Überweisungen zu empfangen, wurde zumindest eine der beiden Auszahlungen auf mein Mrbit Konto zurückgebucht.

Die zweite Auszahlung von 29,50€ ist immer noch offen.

MrBit hat bereits mehrere Dokumente von mir erhalten die beweisen das mein Bankkonto nicht das Problem ist. Und es wurden mehrere Anfragen an die Finanzabteilung gestellt, die aber anscheinend nichts tun.

Ich habe auch den Kundenservice von Trustly um Hilfe gebeten aber die können leider nichts tun.

Ich habe bereits viele Male den Kundenservice von MrBit kontaktiert aber leider ohne Erfolg. Ich habe alles getan was ich konnte und es ist nichts dabei rausgekommen.

Ich habe nun am 13. August und am 14. August weitere Auszahlungen in Höhe von 4172 € beantragt. Diese wurden wieder per E-Mail bestätigt, werden aber vermutlich auch niemalsbankommen, wie die vorherigen Auszahlungen

Dear Sebastian,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that one of your first two withdrawals has been processed and sent via Trustly but never reached you? The other one has been returned back to your casino account, is that correct?

Have you received any tracking transaction number from the casino or any other proof that the money has been sent to you?

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

Best regards,

Petronela

Yes you understand correctly. Both withdrawals never reached my bank account. One of the payouts (€ 50) was then posted back to my casino account. The other (29.50 €) does not. That makes no sense.

Instead, they are allegedly investigating and investigating and blaming my bank.

I did not receive proof of the payouts from the casino despite my request.

Ja sie verstehen richtig. Beide Auszahlungen haben mein Bankkonto nie erreicht. Eine der Auszahlungen (50€) wurde dann wieder auf mein Casino Konto gebucht. Die andere (29,50€) nicht. Das macht keinen Sinn.

Stattdessen wird angeblich untersucht und investigiert und meiner Bank die Schuld gegeben.

Einen Nachweis der Auszahlungen habe ich vom Casino nicht erhalten trotz Nachfrage.

Please delete complaint. I have the withdrawal problem at mrbit.com and not at mbit. Accidentally picked the wrong casino.

Already filed a new complaint and picked the right casino.

Beschwerde löschen bitte. Ich habe bei mrbit.com das Auszahlungsproblem und nicht bei mbit. Habe das falsche Casino ausversehen ausgewählt.

Habe bereits eine neue Beschwerde eingereicht und das richtige Casino ausgewählt.

Thank you very much, Sstockner, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

PS: I have switched the complaint to the correct casino, no need to delete it.

As expected, my payments from August 13th (€ 1000, € 740, € 452) and August 14 (€ 1000, € 980) did not arrive either. Nobody is interested in it either. Customer service is of no help and requests the same document over and over again. I tried to ask the account manager for help, who is supposedly very interested in my needs, but that didn't work either.

Wie erwartet sind auch meine Auszahlungen vom 13.August (1000€,740€,452€) und 14.August (1000€, 980€) nicht angekommen. Es interessiert sich auch keiner dafür. Der Kundenservice ist keine Hilfe und verlangt das selbe Dokument immer und immer wieder. Hatte nun auch versucht den Account Manager um Hilfe zu bitte der sich angeblich sehr für meine Bedürfnisse interessiert, aber auch das hat nichts bewirkt.

Hello Sstockner,

I looked at your complaint and will do my best to help you. I would like to invite Mr Bir Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

Dear Sstockner and Casino Guru Team,

We are sorry that you are faced with a delay in withdrawing from our casino.

I see that there are 2 major points in the complaints that we should respond to in the first place, so we are happy to inform you that:

1. The withdraw on July, 23 via Trustly on the sum of €29,5 was successfully completed.
2. From Aug 13 to Aug 14 the player requested 3 withdraws via Trustly (€1 000, €980, €740), and all of withdraws were successfully completed as well.

If you have any other questions or if you need proof from our side, please let me know.

Best regards,

Mr Bit Casino

The July 23 payout was not successfully completed. Because it didn't appear on my bank account at all.

On August 13th and 14th, I requested 5 withdrawals: € 1000, € 980, € 740, € 452 and € 1000. None of the withdrawals were successfully completed. All withdrawals did not appear in my bank account.

I can only advise anyone reading this against depositing their money with Mr. Bit. Dirtiest and worst online casino I have ever come across.

Here are the top 3 picks of the best excuses I've received from Mr. Bit over the past few weeks as to why they can't pay me out:

1. The money has been paid out successfully. Unfortunately, my bank account is not able to receive incoming payments at all!

2. The money has been paid out successfully. But my bank doesn't accept incoming transfers from online casinos! Although Trustly is not an online casino at all.

3. The money has been paid out successfully. But I have to send my bank statement again. For the eighth time. Because Mr. Bit has to investigate and investigate. You urgently need the document again.

Die Auszahlung vom 23. Juli in Höhe wurde nicht erfolgreich abgeschlossen. Denn sie ist gar nicht auf meinem Bankkonto erschienen.

Am 13. und 14. August beantragte ich 5 Auszahlungen: 1000€, 980€, 740€, 452€ und 1000€. Keine der Auszahlungen wurde erfolgreich abgeschlossen. Alle Auszahlungen nicht auf meinem Bankkonto erschienen.

Ich kann nur jedem der hier mitliest, dringend davon abraten bei Mr. Bit sein Geld einzuzahlen. Dreckigstes und schlechtestes Online-Casino, das ich je erlebt habe.

Hier noch die Top-3 Auswahl der besten Ausreden, die ich in den letzten Wochen von Mr. Bit erhalten habe, warum sie mir kein Geld auszahlen können:

1. Das Geld wurde erfolgreich ausgezahlt. Mein Bankkonto ist aber leider überhaupt nicht in der Lage eingehende Zahlungen zu empfangen!

2. Das Geld wurde erfolgreich ausgezahlt. Aber meine Bank akzeptiert keine eingehenden Überweisungen von Online-Casinos! Obwohl Trustly gar kein Online-Casino ist.

3. Das Geld wurde erfolgreich ausgezahlt. Aber ich muss meinen Kontoauszug nochmal senden. Zum achten Mal. Denn Mr. Bit muss investigieren und nachforschen. Sie brauchen das Dokument dringend nochmal.

Dear Casino,

I would like to ask you for evidence that you've paid mentioned amounts to the player. Please, send it to my email address: viliam.v@casino.guru

Also, player mentioned 5 withdrawals from August and you mentioned only 3. What happened with the rest? (€ 452 and € 1000)

Mr. Bit is right. All withdrawals from August 13th and August 14th were paid out, but unfortunately never credited to my bank account. Thus, Mr. Bit has now received the money back. And I look stupid from the laundry.

Mr. Bit hat Recht. Alle Auszahlungen vom 13. August und 14. August wurden ausgezahlt, aber leider meinem Bankkonto niemals gutgeschrieben. Somit hat Mr. Bit das Geld mittlerweile wieder zurück erhalten. Und ich schaue blöd aus der Wäsche.

Dear Sstockner and Casino Guru Team,

Unfortunately, due to data protection regulations, we are not entitled to share any screenshots showcasing the transaction history as shown in the back office.

We can, however, share a detailed overview of the case.

Five (5) withdrawals that were requested within the month of August, and specifically between August 12th and August 14th (for the following sums: €1,000, €980, €740, €452, €1,000) were successfully completed and paid out.

Moreover, seven (7) more payments were requested within the following dates (August 18th - August 19th). Similarly to the above, all these seven (7) withdrawal requests were successfully completed and paid out.

Could you possibly provide up-to-date information about your incoming transfers whether it was successful or failed?

Best regards,

Mr Bit Casino

Dear Sstockner,

send me your bank statement from August 2021, please. Here is my email: viliam.v@casino.guru

The Trustly withdrawals made between August 12th and August 14th also failed for an unknown reason.

Just like the two previous Trustly withdrawals from July, which were then credited back to my Mr. Bit account.

Complaint can be closed. Mr. Bit is actually not to blame as I have now understood and realized.

regards

Die Trustly Auszahlungen die zwischen 12. August und 14. August getätigt wurden sind auch aus unbekanntem Grund fehlgeschlagen.

So wie auch die beiden vorherigen Trustly Auszahlungen von Juli, die dann auf mein Mr. Bit Konto zurückgebucht wurden.

Beschwerde kann geschlossen werden. Mr. Bit trägt tatsächlich keine Schuld wie ich mittlerweile verstanden und eingesehen habe.

Freundliche Grüße

An August account statement will only be available from my bank in September.

regards

Einen Kontoauszug August gibt es erst im September bei meiner Bank.

Freundliche Grüße

Mr. Bit Casino can you check in your back office that the Trustly withdrawals have failed August 12th - August 14th and are they refunded?

That really shouldn't be a problem. Then I can use another payment method

Mr. Bit Casino können Sie in Ihrem Backoffice überprüfen das die Trustly Auszahlungen 12. August - 14. August alle fehlgeschlagen sind und zurückbuchen?

Das sollte doch wirklich kein Problem sein. Dann kann ich eine andere Zahlungsmethode verwenden

Dear Sstockner,

I believe that if you ask your bank for a statement up to this date they'll send it to you.

Anyway, you've mentioned that the case can be closed but you are asking something from the Casino. Should I close the complaint or do you want to continue?

The casino was certainly notified that the withdrawal was unsuccessful. Or you can easily check it out. It shouldn't be a problem to post it back even without a bank statement. Usually you don't even have to ask for something like that. This usually happens by itself at other online casinos when a withdrawal fails. You don't usually have to chase after that.

Das Casino wurde mit Sicherheit benachrichtigt das die Auszahlung nicht erfolgreich war. Oder können es problemlos überprüfen. Das sollte auch ohne Kontoauszug kein Problem sein das zurückzubuchen. Normalerweise muss man für sowas gar nicht erst fragen. Das passiert normalerweise von selbst in anderen Online-Casinos, wenn eine Auszahlung fehlgeschlagen ist. Da muss man normalerweise gar nicht hinterherlaufen.

Dear Sstockner,

unfortunately, you didn't answer my question if you want to continue or if I should close the complaint.

Dear Sstockner,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with the further investigation or suggest possible solutions.

The player can reopen this complaint anytime.