mBitCasino - 出金の問題によりプレイヤーのアカウントが閉鎖されました。

Hello,

I registered at this casino on February 14, 2026, and made two deposits (21.41 XRP and 4.64 XRP). On February 21, 2026, I attempted to withdraw 53 XRP, but the withdrawal was declined twice. No bonus was used, and all wagering requirements were met.

I then contacted live support and they told me that my account was blocked and that I should send an email to kyc@mbitcasino.io must write.

When I wrote an email on February 22, 2026, I received a reply stating that the email address I was writing from was not linked to any mBit account and that I should reply to a security email.

On February 25, 2026, I replied to a security email and also attached a screenshot of my profile. The reply stated that I had to contact them from the email address associated with the account.

The problem is that the account is linked to a Hide My Email iCloud address, and this email address can only receive emails but not send them. I informed the casino of this on February 26, 2026, and they said there was nothing they could do.

This behavior by the casino is illegal, as nowhere does it state that one must be able to send emails using the registered email address. Furthermore, I have proven that I have access to the registered email address and even sent a screenshot of my mBit account using this email address.

I therefore request your support in this matter and thank you in advance for your efforts!

Hallo, 

ich habe mich am 14.02.2026 bei diesem Casino registriert und 2 Einzahlungen (21,41 XRP & 4,64 XRP) getätigt. Am 21.02.2026 wollte ich dann 53 XRP abheben aber die Auszahlung wurde 2x abgelehnt. Es wurde kein Bonus verwendet und auch die Umsatzbedingungen alle erfüllt.

Ich habe deswegen dann im Live-Support nachgefragt und diese meinten, dass mein Konto gesperrt sei und ich eine E-Mail an kyc@mbitcasino.io schreiben muss. 

Als ich am 22.02.2026 eine E-Mail geschrieben habe, kam die Antwort, dass die E-Mail Adresse von der ich schreibe mit keinem mBit Konto verknüpft sei und ich auf eine Sicherheits-E-Mail antworten soll.

Am 25.02.2026 habe ich dann auf eine Sicherheits-E-Mail geantwortet und zusätzlich einen Screenshot von meinem Profil beigefügt. Als Antwort kam dann, dass ich sie von meiner E-Mail Adresse, auf die das Konto läuft, kontaktieren muss. 

Das Problem ist, dass das Konto auf eine Hide My Email iCloud Adresse läuft und diese E-Mail Adresse nur E-Mails empfangen aber keine senden kann. Am 26.02.2026 habe ich das dem Casino mitgeteilt und sie meinten dann, dass sie dann nichts machen können.

Dieses Verhalten des Casinos ist rechtswidrig, denn es steht nirgends, dass man mit der registrierten E-Mail Adresse E-Mails schreiben können muss. Ich habe ja zudem auch belegt, dass ich Zugriff auf die hinterlegte E-Mail Adresse habe und habe sogar ein Screenshot von meinem mBit Account mit dieser E-Mail Adresse geschickt.  

Ich bitte daher um Unterstützung in diesem Fall und bedanke mich im Voraus für Ihre Mühe!

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 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.?
• Do I understand correctly that you have utilized a separate wallet for the purposes of depositing and withdrawing funds?

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,

Attila

Hello Attila,

Thanks for the quick response!

Regarding your questions:

I focused exclusively on slots.

No, I don't use different wallets for deposits and withdrawals. The wallet address provided for withdrawals belongs to the Kraken cryptocurrency exchange. The account is in my name and is verified accordingly.

Please feel free to contact us if you have any further questions.

Thank you in advance for your efforts!

Hallo Attila,

danke für die schnelle Rückmeldung!

Zu Ihren Fragen:

Ich habe mich ausschließlich auf Slots konzentriert.

Nein, ich verwende für Ein- und Auszahlungen grundsätzlich keine verschiedenen Geldbörsen. Die bei der Auszahlung angegebene Walletadresse gehört zur Kryptobörse Kraken. Der Account läuft auf meinen Namen und ist entsprechend verifiziert.

Bei weiteren Rückfragen gerne melden.

Im Voraus vielen Dank für Ihre Mühe!

Dear Player,

Thank you for your response. I have read the casino's Terms and Conditions and this is what I have found:

7.5. The player must provide valid personal data during registration, including valid email address.

9.3.a All cashouts requested to a wallet address that was unused in our system before will require confirmation via email before being processed. If you did not receive an email notification, please contact our live support team. Any cashouts without a confirmed wallet addresses will be returned to the player's account.

Could you please confirm whether you have tried contacting the casino's customer support to update your email address to a correct one?

Thank you in advance for your reply.

Dear SebaFred26,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru