mBitCasino - 決済が遅延しているとのクレームがあります。

After my 2nd withdrawal attempt, they sent an email saying they are performing a short security check on my account. It has been 24 hours and I have not received any response from them. I'm in the middle of a tournament, with up to 350 mBTC winnings, and I believe they are just going to steal that when it's over. So I don't even feel like playing in the tournament anymore. I have attachments to show, unable to attach them.

Dear askiba,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Hello Kristina, unfortunately the tournament ends in less than two weeks as well. I am currently in position to win 0.05 BTC (top prize is 0.35 BTC). I don't think I'll ever see those winnings. I always have a gut feeling when I'm about to be scammed. My first withdrawal only took about an hour or two.

For this reason I would not have gotten paranoid and started this complaint; had they responded to my e-mails asking for an update.

Thank you for your reply, askiba. Please note that the casino has the full right to perform an account check prior to processing any withdrawal. Unfortunately, there is not much more we could do about it and there are no unified rules regarding how much such checks should take. In some casinos, it can be done within hours, and in others within days, depending on the pattern and extent of players' gameplay.

Furthermore, although I understand your point of view, it seems your winnings can only be considered potential right now, therefore we cannot proceed with this complaint. I can only recommend that you give the casino a few days to complete the security check. I will keep this complaint open, so please keep us informed about any further developments. Thank you for your understanding.

Okay thank you I will keep this thread updated as soon as anything changes.

Update on Jan 20th from mBitCasino:

Hi there,

Currently the review is still ongoing and we will notify you once it has been finished.

I have been depositing a lot to stay in this tournament.. I have not played greatly but I risked a lot for this tournament.

Hello, mBitCasino has informed me that verification is complete and I am verified. This complaint is now resolved, thank you for your time.

Dear askiba,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru