mBitCasino - A conta do jogador foi encerrada e os ganhos retidos.

Hello, brief chronological description of the problem:

I played normally at mBitCasino.io and won a large sum of approximately €12,000. When I tried to withdraw the money, my account was blocked without warning or explanation.

Since November 27, 2025, I have sent several emails to payments@mbitcasino.io I wrote to support and asked for clarification and to unlock my account.

The live chat employee "Nathalie" informed me on December 1, 2025, that the account was "suspended" and that she could do nothing. She then transferred me to payments@mbitcasino.io referred.

Over the past few days/weeks, I have written at least 4-5 emails – to date, I have received no substantive response, no explanation for the suspension, no feedback on the

Payment request.

I have already fulfilled all KYC (verification) requirements and have never received a specific request for further information.

The casino is completely ignoring me and has been withholding my balance (approx. €12,000) for over a week, even though I have not violated any bonus conditions or rules.

HelloKurze chronologische Beschreibung des Problems:

Ich habe bei mBitCasino.io völlig normal gespielt und einen hohen Gewinn von etwa 12.000 € erzielt. Als ich den Betrag auszahlen lassen wollte, wurde mein Konto ohne Vorwarnung und ohne konkrete Begründung gesperrt.

Seit dem 27. November 2025 habe ich mehrfach per E-Mail an payments@mbitcasino.io und support geschrieben und um Klärung sowie Freigabe meines Kontos gebeten.

Der Live-Chat-Mitarbeiter „Nathalie" hat mir am 01. Dezember 2025 mitgeteilt, dass das Konto „suspended" sei und sie nichts tun könne. Sie hat mich erneut an payments@mbitcasino.io verwiesen.

Ich habe in den letzten Tagen/Wochen insgesamt mindestens 4–5 E-Mails geschrieben – bis heute keinerlei inhaltliche Antwort, keine Begründung der Sperre, keine Rückmeldung zum

Auszahlungsantrag.

Ich habe alle KYC-Anforderungen (Verifizierung) bereits erfüllt bzw. nie eine konkrete Nachforderung erhalten.

Das Casino ignoriert mich komplett und hält mein Guthaben (ca. 12.000 €) seit über einer Woche zurück, obwohl ich keine Bonusbedingungen oder Regeln verletzt habe.

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 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.

• Could you please advise how long you were a player at the casino?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• When have you completed account verification? Could you please list which documents you provided during the verification process?
• Could you please share with me your communication with the casino regarding the block of your account? 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 resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Could you please advise how long you were a player at the casino?

1 day

What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)

Did you achieve your current balance with the help of a bonus? I was very lucky with a bonus game.

When have you completed account verification? Could you please list which documents you provided during the verification process? No there is no talking.

Could you please share with me your communication with the casino regarding the block of your account? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here email sent

You have all.

Dear leguru,

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, Karla (karla.m@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,

Tomas

Dear mBitCasino Team,

My name is Karla, and I will be taking over this case . I’m here to help both parties reach a fair and transparent outcome as quickly as possible.

At this stage, I would like to invite the casino to join this thread and provide:

• An explanation of the reason for the player’s account suspension,
• Any and all evidence or internal notes that led to the decision to block the account or withhold winnings.

Our goal is to understand the situation fully and ensure that the case is assessed in an objective and compliant manner.

I kindly ask mBitCasino to respond at their earliest convenience so we can proceed.

Thank you in advance for your cooperation.

Hello, thank you for the opportunity.

This customer has betting and deposit patterns that have all the usual bonus abuse features, and their gameplay is aimed at taking advantage of casino welcome packages.

The client did not respond to our KYC request. No documents were provided.

We are waiting for the client to submit the requested documents in order to continue with the KYC verification.

We will be able to provide a resolution as soon as the client submits the requested documents.

Thank you.

Hello,

Thank you for sending the documents. We have received them now. They have been directed to the appropriate team.

Best Regards.

Dear mBitCasino Team,

Thank you for your prompt response and for confirming the receipt of the player’s documents. I appreciate your cooperation and willingness to move forward with the verification process.

Dear leguru,

Thank you for your update and for submitting the requested KYC documents to the casino.

For the sake of transparency and to allow me to fully review the situation, I kindly ask if you could also forward a copy of the same KYC documents to me at karla.m@casino.guru.

This will help me verify that all requested materials were provided correctly and will allow me to communicate more effectively with the casino, if needed, during the next steps of the resolution process.

Once sent, please let me know here in the thread.

Thank you very much for your cooperation.

I just emailed you.

Dear leguru,

Thank you for your message and for sending the requested documents.

I can confirm that I have received your documentation and have reviewed it on my end. Based on my initial assessment, the submitted materials appear to be in order.

At this stage, we now need to allow mBitCasino to complete their own review of the documents and provide their final statement regarding the account status and the withheld winnings.

I will continue to monitor the situation closely and will update you here in the thread as soon as I receive any further information from the casino.

Thank you for your patience and cooperation.

Sorry what does this mean?

Hello,

Our Risk and Fraud team asked the client for additional data in two different emails, one was sent four days ago, and the last one was sent 2 days ago.

We are waiting for a response from the client.

As soon as we have an answer, we will analyze the data and get back to the client.

Thank you for your patience.

I don't receive any mails from you. Can you send it here.

Hello,

Our requests were sent in response to the emails that you have sent to us. They are not new threads; they are in the same threads. Please try to check the spam folder too.

Thank you

Dear leguru,

Thank you for the clarification.

As mentioned, please check all email folders carefully, including spam/junk, for the casino’s requests sent within the existing email threads. If you are still unable to locate them, kindly confirm it here so we can proceed without further delay.

Dear mBitCasino Team,

To ensure full transparency and avoid any further misunderstandings, I kindly ask that you also follow up on this case directly through this complaint thread.

Additionally, if the player confirms that they did not receive the requested email(s), please resend the request or clearly outline the required information again here, so the player can respond without further delay.

"Hi,

Thanks for submitting your documents; however, there's some information missing.

To complete your account’s verification process, please provide the following documents:

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

- A Proof of Address in paper form such as a bank statement or utility bill (gas, water, phone, or electricity) with your name and address dated within the past 60 days. Cropped, screenshotted, edited or folded bills are unacceptable.

At your earliest convenience, attach and email your documents to kyc@mbitcasino.io.

We're available to help 24/7 if you need anything else."

The above was sent to the client five days ago, and we have responded to all the future emails.

Please share the required data with the client so that we can proceed with the verification.

Thank you.

Email with proof of address and selfie just sent kyc@mbitcasino.io

E-mail met adresbewijs en selfie zojuist verzonden kyc@mbitcasino.io

Dear leguru,

Thank you for the update and for sending the additional documents to the casino.

For the sake of full transparency and to allow me to independently verify that all requested materials were provided correctly, I kindly ask you to also forward the same documents (proof of address and selfie with ID) to my email address:

karla.m@casino.guru

This will help me stay fully aligned with both sides and, if necessary, communicate more effectively with the casino during the next steps of the resolution process.

Once sent, please confirm it here in the thread.

Thank you very much for your continued cooperation and patience.

Also send to you.

Dear leguru,

Thank you for confirming and for forwarding the requested documents to me as well. I appreciate your cooperation and the time you’ve taken to provide everything requested by the casino.

At this stage, all required documentation appears to have been submitted. We will now allow mBitCasino to complete their internal review and provide their official decision regarding your account status and the withheld winnings.

I will continue to monitor the case closely and will update you here in the thread as soon as there is any response or further information from the casino.

Thank you for your patience.

There was a problem with me not receiving the emails from mbit. I changed my emails now and receiving the emails.

They asking me for the same documents again.

Hello,

Good to hear that you managed to receive the emails. Please, just provide the documents that the team is asking for. Part of the provided documents were accepted as being valid, and part of them were not. They are waiting for the requested documents.

Thank you.

I sent everything and I not get feedback anymore. Can you tell me which?

They are not responding to any of my emails now.

Dear mBitCasino Team,

To avoid any further confusion or repeated submissions, I kindly ask you to clearly specify which verification documents are still missing or were not accepted, and the exact reason why they were rejected.

Please also confirm which of the previously submitted documents are already approved on your side. Providing this clarification directly here in the thread will allow the player to respond correctly and without further delay.

Hello,

The last email was sent 6 days ago. The client has clear instructions. We have responded to the emails.

The client needs to find a way to check the received emails. We will provide proof and cooperate, but the client still needs to provide the correct and requested documents directly to the email address requested.

The team is waiting for clear photos of the ID, front, and back. A valid proof of address.

Thank you for your patience and understanding.

Dear mBitCasino Team,

To move this case forward efficiently and avoid any further misunderstandings, I would kindly ask you to confirm the following:

1. Whether you have received all KYC documents submitted by the player so far.
2. Which documents are already approved on your side.
3. The current status and progress of the KYC verification

Providing this information clearly here in the thread will help ensure transparency for all parties and allow the player to respond correctly without repeated submissions.

Thank you for your cooperation. I look forward to your clarification so we can proceed toward a resolution.

Dear leguru,

Thank you for your continued cooperation.

To ensure full transparency and allow me to independently verify the situation, I kindly ask you to forward copies of all KYC documents you have submitted to the casino (including ID, proof of address, selfies, or any additional materials requested) to my email address:

karla.m@casino.guru

This will allow me to review the documents on my end, confirm what has already been provided, and communicate more effectively with the casino to prevent further delays or repeated requests.

Once sent, please confirm it here in the thread.

Thank you for your patience — I understand this process has been lengthy, and I will continue to monitor the case closely.

Dear leguru,

Thank you for the update.

Since you mentioned that your account is now verified, could you please confirm whether you are proceeding with the withdrawal?

If the withdrawal is currently being processed or has already been received, please let me know so I can proceed with closing the complaint as resolved. If there are still any issues, kindly advise.

they paid it's resolved.

Dear leguru,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Karla Mayfly

Casino.Guru