Maxbit Casino - A conta do jogador foi encerrada.

After making my first deposit and withdrawal for testing purposes at this casino, my account was closed and my withdrawal request was denied.

The casino provided no explanation whatsoever.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

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,

Kristina

To verify that deposits and withdrawals functioned properly, I wagered the deposited amount plus a little more on table games.

Afterwards, when I attempted to request a withdrawal, I noticed the withdrawal method was not displayed and contacted support.

As a result, my account was blocked.

Hello andandjonnyx,

We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kristina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you very much for your reply, andandjonnyx. 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.

Everything is included in the initial submission.

Dear andandjonnyx,

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, Michal (michal.k@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

Hello andandjonnyx,

It's Michal once more. I have taken over this complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite Maxbit Casino to join the conversation.

Dear Maxbit Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information and evidence to me at michal.k@casino.guru

Dear andandjonnyx,

I would like to provide you with a brief update. I have received a message from the casino team informing us that, following a review of your account and gameplay, their security team identified a breach of rules 7.8 and 17.2.1.2.

This is what it's mentioned in the casino terms and conditions:

7. ACCOUNT CLOSURE

7.8. Maxbit reserves the right to review player activity and assess participation in promotions, bonuses and the loyalty program for compliance with these Terms.

Activities that may be treated as misuse of promotional offers or the loyalty program include, without limitation:

opening or using multiple Accounts (including across the same household/IP/device) to claim the same offer;

deliberately exploiting technical glitches or configuration errors to obtain an unfair promotional advantage;

coordinating betting strategies with others or using prohibited betting patterns primarily to unlock or recycle bonus value;

accumulating in-game features or benefits with bonus funds and realizing them after wagering requirements are cleared.

Where we reasonably determine that misuse has occurred, Maxbit may apply proportionate measures, which can include:

cancellation of the relevant bonus/promotion and related bonus credits;

adjustment of the Account balance to remove funds obtained directly from the misuse (including bonus-derived winnings);

removal of eligibility for future promotions and/or loyalty rewards; and

temporary Account limitations or, in serious or repeated cases or where fraud is indicated, suspension of the Account.

For clarity, real-money deposits and any winnings from completed game rounds that are not directly associated with the misuse will remain unaffected and, subject to standard verification checks, payable to the player.

During any review, Maxbit may withhold bonus credits and applicable winnings related to the suspected misuse while the investigation is completed and will notify the player of the outcome. Decisions are made in good faith, based on available evidence, and in accordance with these Terms.

17.2. Bonus rules

17.2.1.2. If the bonuses are abused by a user, Maxbit has the right to use punitive measures towards him, namely: delete, decline all current bonuses and bonus winnings; to block the user's Account immediately. In that case, Maxbit disclaims any liability for the withdrawal or compensation of the funds that had been on the Account before it was blocked.

I have requested further information and evidence on how you might have violated these rules and will provide an update once it's available.

In the meantime, can you please clarify which exact games you have been playing with the active bonus and what bets (what amounts) you have been placing in each game?

I did not use any bonuses at all and played with real money.

I am investigating casinos for work purposes, and when making the first deposit at a new casino, I only check whether the bonus system functions properly and whether deposits and withdrawals are possible.

To verify this, I deposited $50 into this casino, wagered over 1x the amount with real money, and attempted to withdraw. As a result, my account was closed.

Dear andandjonnyx,

I have exchanged quite a lot of emails with the casino team regarding your case.

It was confirmed with evidence that you indeed claimed/received a bonus with your deposit, and thus your gameplay falls under the bonus rules.

Although your gameplay was once again on the edge of fair conduct, you played a game that was not restricted from playing with an active bonus, and you played within the parameters the game allowed you. As I have confirmed with the casino team, there was no notification or any other safeguard implemented on the software level, preventing or informing you that such gameplay might be considered as not aligned with the casino rules. With this in mind, it is not reasonable to expect players to identify in advance which specific gameplay in what games may later be deemed impermissible when it's not clearly mentioned in the rules and there is no system enforcement in place. Most top casinos have implemented this kind of or similar measures a long time ago, and we are glad that the whole industry is slowly moving this way.

At Casino Guru, in our commitment to improving the online gaming industry by promoting a secure and just environment for both players and casinos, we feel that the action taken by the casino team in your case is unjust.

I have communicated our perspective to the casino team regarding how this situation could be resolved; however, they have maintained their original decision.

Consequently, this matter will now be classified as Unresolved - Against Fair Gambling.

I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

Regrettably, for your jurisdiction (Japan), the casino seems to operate without a valid and reputable gaming license

Since there is basically no player protection in Costa Rica, there is sadly no authority you can turn to apart from the court.

This being said, Maxbit casino seems to be operating in other jurisdictions under a license by the Anjouan Gaming Authority. You can submit a complaint to them. The Gaming Authority might have more options and tools to help players. Please let me know how they responded at michal.k@casino.guru.

I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru