Mr Bit Casino BG - Акаунтът на играча е заключен и средствата са недостъпни.

My account has been locked for over 20 days and I can't withdraw funds. Two days ago they asked me for verification via video call, which would take place during working hours. My work is busy and stressful and I barely found 10 minutes for this call, and they didn't agree to a call outside of working hours. However, after that my account remains locked.

От над 20 дни акаунтът ми е заключен и не мога да тегля средства. Преди два дни ми поискаха верификация чрез видео разговор, който да се състои в работно време. Работата ми е натоварена и напрегната и едва намерих 10 мин. за този разговор, а на разговор извън работно време не бяха съгласни. След него обаче акаунтът ми остава заключен.

Dear mimi8181,

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.?
• When exactly did you have this call with the casino? Did you provide any documents to verify your identity?
• Do I understand correctly that you currently have лв3600 (dispute value) in your casino account?

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

1. I've only played slots there.
2. The call was on 03/20/2025 and I sent an ID card, as far as I remember.
3. I made a withdrawal for 3600lv, it is possible that I had more in my account, 3800-4000lv

1. Там съм играла само слотове.
2. Обаждането беше на 20.03.2025 и съм изпращала лична карта, доколкото си спомням.
3. Пуснах теглене за 3600лв, възможно е и повече да съм имала в акаунта 3800-4000лв

Thank you very much for your reply, mimi8181. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I sent you the latest communication to the email provided.

Изпратих ви последната комуникация на посочения email.

Thank you very much, mimi8181, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@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 mimi8181,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Mr Bit Casino BG representative to join this conversation and participate in resolving this complaint.

Dear Mr Bit Casino BG,

Could you comment on the situation?

Thank you in advance for providing the information.

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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might 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. In the meantime, I recommend you contact the National Revenues Agency Bulgaria Gaming Authority (infocenter@nra.bg) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (stefan.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Stefan Manson