mBitCasino - Перевірка гравця затримується.

hello. I need help with MBIT casino. I won 26 ltc, but I could not withdraw them. my documents were sent on August 10, and then the verification process began. all profile data is fully filled in my account. From the moment of sending the documents to the present day, the casino is silent. I wrote to the chatbot, but they told me to wait for the support response to the mail. There is no answer, the account is frozen at this stage.

Hello MeirerAlvarez,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with mBitCasino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? Which documents did you forward to the casino? Did you accumulate your winnings with real money or did you use a bonus? Did the casino ever respond to you before?

Looking forward to your answer.

Regards,

Nick

Hi. 1. The account was verified immediately after registration by confirmation by mail. 2. ID, bank statement, photo with ID, and a sheet with the inscription mbitcasino and the date August 10, 2022. 3. Bonus. 4. Yes, but a couple of days ago they wrote about verification via Skype

At the same time, I do not fully understand the need for this verification via Skype. The fact is that I have Swiss documents, that is, in Latin. The casino's Terms and Conditions state that video verification is necessary only if the documents are not provided in Latin and Cyrillic.

Hello MeirerAlvarez,

It is completely normal to do a video call for verification, there were multiple cases of that. When should the video call suppose to happen?

Listen, it's just nonsense. I've been playing in a casino for several years now and I'm facing such idiotic demands for the first time. Seriously, what will they demand next? Come to their office? To meet in person? And why do they suddenly require video verification? The documents I sent were in order. Shouldn't they at least explain the reason for such a requirement?

Hello MeirerAlvarez,

Unfortunately if the casino requested for a video verification you will have to do it. I believe that as long as you did everything correctly there shouldn't be any reason to deny the call.

Dear MeirerAlvarez,

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.

The complaint will be now closed for the above mentioned reason.