Mr Bit Casino - プレイヤーはKYCを通過するのに苦労しています。

I played Romanian software of Mr bit casino. They allowed me to make deposits, then I had some wins, and I decided to withdraw. They asked me proff I'd address from Romania, because that was in their terms and conditions. I uploaded my Romanian passport with my Romanian address, and they didn't accept it. Then they blocked my account. I spoke with their manager, a uk phone number, I explained everything, I was in Romania for holiday, I do live in Romania and UK, have address in both countries. They still do not accept my passport as a proof, they told me it have to be id card. My id card should be renewed, but because of the pandemic situation, the local authorities could not provide me a new Id, telling me that passport in this pandemic days is a proof of everything I need. Address, identity, everything. I'm suffering for anxiety and depression, I'm registered in the UK with these illness, and now because of this problem with Mr bit, I'm almost lossing myself.

Dear Hovrila23,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. It usually takes a few days to fully review all documents.

Could you please clarify which country you put in the registration form - UK or Romania? Did you play from both countries?

Would you be so kind and forward any relevant communication between you and the casino to kristina.s@casino.guru?

Thank you very much in advance for your reply.

Best regards,

Kristina

Would you be so kind and confirm you created an account and always played from Romania, and you haven’t used a VPN (Virtual Private Network) to alter your location at any point? Could you please forward me the whole communication between you and the casino?

Thank you very much Hovrila23 for your reply. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hi Hovrila23,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Mr Bit Casino to the conversation to participate in the resolution of this complaint.

Ok, fingers crossed you will be able to help me, and get my money back from there

Dear Hovrila23,

We checked the information about your account. During verification, you provided the UK documents. You need to provide Romanian documents sent by land post. Then the blocking of the account can be revised

Please provide your Romanian documents from the Romanian address. If you have any more questions, be sure to write to us

Sincerely,

MrBit Casino Team

But I already uploaded my Romanian passport, that is a proof of address and identity, and they denied. Their manager Mr Ivan told me to upload uk documents, and then they block my account

Dear Hovrila23,

Thank you for the information. We've double-checked your email. There was no deposit activity to e-mail address that you provided here, so there was no winnings either. The account has not been verified, no documents have been sent. So to verify your account, you need to provide Romanian documents

Sincerely,

MrBit Casino Team

Look here is my today's email from the manager. Are they joking with me?!

Hi all, thank you for your replies.

Dear MrBit Casino Team,

Could you please explain what is going on?

Dear Peter, Hovrila23!

The fact is that the information on the email that the player indicated when sending messages here was initially checked. There was no movement of funds or verification to this email address

Then the player entered a different email address. After checking it, it was found out that this account is under verification. At the moment, the player's account is blocked, since he provided confirmation of UK residence

According to this, the player needs to send Romanian documents by ground mail. He must confirm that he lives in Romania in the form of paper documents (sent by post) no older than 3 months. After which his situation will be reviewed

I would also like to remind you and the player that the registration of several game accounts is a violation of the T&C. Therefore, we strongly ask the player not to register more game accounts on our platform

Sincerely,

MrBit Casino Team

Regarding my accounts I only have one, the other one was on my father's name. Regarding my documents I provided my Romanian passport, which is a proof of address and identity. Regarding uk documents, YOU ASKED ME TO SEND THAT. But under no circumstances you can't just take away my winnings, and if you decide to block my account, you should refund all the balance. But anyway I will try to get that proof of address ASAP

Dear Hovrila23,

Thank you. It will be great. For any questions according to the verification, you always can contact us at support@mrbit.ro. As soon as you send the documents, please let us know. We will try to speed up the process of considering your question

Sincerely,

MrBit Casino Team

Dear Hovrila23,

Please keep me updated. I will set the timer to 10 days.

Ok, now I received another email from their security department, and they just told me my account is closed definitely. Now if you are a company that help player's please make your move, because I can't support this situation anymore. I told you before, I'm depressed and anxious, and they magnify my mental health. It's not possible for a casino to act like this, stelling money from players with fake accusations.I prove my identity and address with a Romanian passport, they can't denied it . That is their email

Dear Hovrila23,

Your account is blocked because you have provided UK documents. As we wrote above, you need to send documents by ground mail (original post), which confirm your residence in Romania. Please send the necessary documents, and your situation will be reviewed

Sincerely,

MrBit Casino Team

So WHY DID YOU ASKED ME UK DOCUMENTS???????? Just to block my account and steal my money? And why an official document like passport is, is not accepted by you? Who are you to denied an official document? On what law you decide to refund just the latest 2 deposits? You can do what you want with player's account? Based on what law exactly? You were lying to me, fool me, exactly how you wanted, and now you just refuse to accept my Romanian passport, witch is PROOF OF IDENTITY AND ADDRESS

Dear Hovrila23,

The UK documents were requested from you because you said that you live in the UK. After you said that you are a citizen of Romania, you were asked for documents proving this. However, you did not send any of the requested documents, and your ID card has expired. Therefore, for further consideration of your situation, we ask you for documents confirming your residence in Romania. This is the standard verification procedure you need to go through. As soon as you send the requested documents by ground mail, your situation will be reviewed. Please follow the instructions so we can help you

Sincerely,

MrBit Casino Team

Dear Hovrila23,

Has there been any news?

I still have not received any reply from Mr bit, I need my money 4.150 RON to be paid in my bank account

Thank you Mihai for the information.

Dear MrBit Casino Team,

Could you please update us on the status of the verification?

Dear Hovrila23,

Thank you for your feedback. The documents you sent are not suitable for verification. You were requested certain documents, namely ID and POA (this was discussed in correspondence with you), but you didn't send them. The document that you send cannot be verified

Also, please note that the deadline for submitting documents for verification has expired. The regulator gives a 30 days, which is indicated in the Terms (par 3.7) and applies to absolutely all players. However, you did not send the necessary documents for verification in time. Unfortunately, there is nothing we can do in this case for you cause we cannot go against the rules of the regulator

ID documents was my Romanian passport, POA was an official document from local council, and you telling me I didn't sent the right documents?! This is PATHETIC. That was my 3th case when I asked your help, and you done absolutely NOTHING. That's fine I will go in justice with them

Dear Hovrila23,

Please confirm that on 20/01/22 by ground mail you sent your Romanian ID and POA, requested from you earlier by the support team. I'll check the information

The Romanian ID was sent on those day's when I played in December. The POV, they told me is NO LIMIT TIME to sent it, so I sent it on last Thursday night that was 20th ianuary 2022.They not answering anymore, I tryed to contact them, no chance, but that's not fair. I was in Romania when I played that can be verified, I sent official id Romanian, my passport, and now the pov

And one more thing, when they decided to close my account (that wasn't legal), why they refunded me just the last 2 deposit? I know for sure, when an account is closed, it must be refunded all balance, not the last deposits, based on what circumstances they done that?!

This is their answer when I asked about how much time I have to provide that pov. Now you can see I'm not a layer, and all they done was to scam me, all lyes

Dear Hovrila23,

Thank you for your feedback. I checked all the information

As I can see, you sent us the documents, but not the necessary, that was requested from you. The main documents: your Romanian ID and strict POA you didn't send to us by post

According to the time limit. You have 30 days to provide all the data. Please see the next Terms (it is public and you agreed with it when you register on site):

3.7. You agree to provide Avento MT with any information that we may request to assist with our verification checks. [...] Avento MT shall also have the right to close your account and return any remaining balance if verification checks have not been carried out to our reasonable satisfaction within thirty (30) calendar days from the registration of the player account. If players do not confirm the authenticity of the data provided within thirty (30) calendar days from when their player account is credited, or if their name appears on the list of self-excluded or undesirable players, Avento will close the account and the balance of money in the account will be withheld and transferred to the Romanianstate budget no later than the tenth (10th) day of the following month. In case of death during the account verification period, the amounts shall be returned to the heirs in accordance with the law after the heirs provide the necessary documentation as may be requested by Avento

The UK is the restricted country for our service. So we requested from you some documents, to prove that you are a Romanian citizen. But you cannot confirm this one and don't send any documents. Since you are in a restricted region, we had to block your account and pay you all your deposits back

As you don't send to us the necessary docs, we'll request from you the ID and POA by post. Unfortunately, you don't send the right documents. Also, the time of this case is over because of MrBit Terms and the rules of the regulator. Again, we cannot go against these rules

All your deposits were returned to you in full. In this case, the MrBit Casino acted according to the Terms. As you cannot prove that you are a citizen of Romanian and after the expiration time, this case seems to be closed

No, you are lying. I didn't received ALL MY DEPOSITS BACK, JUST THE LAST 2 DEPOSITS OK?And about the documents the PASSPORT IS A ROMANIAN DOCUMENT THAT PROVE IDENTITY. The POA I send it on 20th of January my invoice for local council tax, and that is an official POA! Nobody told me the POA should send it by post?! What the hell is that?! Bunch of lyes, from ALL OF YOU. YOU STOLED MY MONEY FIR A FAIR PLAY, THAT IS A FACT!!!!!And regarding the UK documents, those were requested by the accountant manager Mr Ivan, why? Because that was a scam for closing my account. And the passport it is an official ID IN THE TERM'S OF LAW. So you can stop with all these fake fair casino terms, because those was not respected by YOU IN THE FIRST PLACE. Denning an official id like passport, requested UK documents, lying about the time for sending the documents, all lyes. And Casino Guru, that case didn't ring up a bell?!

Dear Hovrila23,

The list of necessary documents that were required from you, I voiced here. Before you sent your letter by regular post. You needed to send your ID and strict POA by post. However, we have not received the required documents from you before the deadline for this case (you send us other documents, that are not ID or POA). The local council tax (or traffic ticket check) isn't a strict POA. Unfortunately, for this moment the case is closed due to the fact that you did not send the necessary documents on time

Really? 2 more questions please answer me. 1 Why you told me before that I received all the deposits back, when I received just the last 2 of them? And 2 In what law the passport is not a valid ID? And just a quick note, NOBODIES TOLD ME THAT I NEED TO SENT THE POA BY THE POST. And yeah, what was that scams and lyes from Mr Ivan? All those is no limit time for providing the documents, and sent us your uk document because that would be good also?!

So you are not answering anymore? Of course, because I say the truth, and you saying lyes. How can you lye like this, telling me that I received all the deposits?! You are shameless?! What you want to do exactly?! Except ruined people's?! Shame on you Mr bit casino, and about Casino Guru, I thought you are a real company that help player's, but I see I was wrong... AND YES MR BIT, THE DOCUMENTS I SENT, WAS OFICIAL ID AND POV. THAT YOU MUST ACCEPT IT BECAUSE THERE ARE OFICIAL DOCUMENTS. YOU ARE NOT IN POSITION TO BREAK THE ROMANIAN LAW!!!

Dear Hovrila23,

Let's check all the questions

1) You have misled us as to which country you actually reside in by providing valid UK POA, but not submitting the strict POA we require (governmental doc sent by post of Romania) within the 30 day period specified by the Romanian Licensee. Nevertheless, it was decided to return to you the last two deposits (250 and 300 RON) made on 12/23/2021 at 18:26:57 and 12/23/2021 at 17:43:05. With these deposits, you won. The amount that was on the balance at the time of debiting was 4717.92 RON. The refund date is 12/29/2021, the amount of 550 RON has been sent to your bank card

2) The support service told you what kind of documents you need to send. Yes, you sent to us your ID, but not by post as was required. And you don't send any strict POA. Also, here you can see my message what documents you need to send by post. Unfortunately, we don't receive any valid documents from you to check them on time

I never ever heard this request from an online casino. Sending documents by the post?! And tell me exactly in the terms of what law you refund just the last 2 deposits?! I want to see that specific article on the law that permitted you to do that, and confiscate the rest of the balance. Did you told me is NO a limit time for sending the document? YES OR NO?! A invoice from local council tax IS A PROOF FOR POA, anything you tell me regarding this is a lye. PASSPORT IS A DOCUMENT THAT CAN CONFIRM ID. And now I want to see that law as I sayd earlier. Oh one more thing, if I hadn't a win, I could made thousands deposits without any problems, isn't it?!

No one can ask a player to send documents by the post ok? This is not legal, because you can't assure that documents will arrive safely back

NOW read this!!!!

As you can see clearly I was scammed and lyed by you, ok, I have all the conversations printed, as proofs if I need it in the court, because if that's what you want, we will go ahead with this process in the juridice term's. I tryed to be friedly, but you tooked me as a fool. Also I'm a Romanian citizen, I was playing on a Romanian on-line casino, why all our conversations by email and phone, was in english language?! There are many evidence that will help me out in need to win this case in a front of a judge. Is an easy case for any lawyer. I have the vpn Romanian address, otherwise I couldn't play, I have a valid document id, a invoice from local tax council, all I need, and more than that you cause me a mutch worse illness depression and anxiety with all this case. One more point for me. So let me know how you want to resolve this case

Dear Mihai,

To be fair, the casino informed you that you need to send the documents by post already 3 weeks ago. I suggest you read the instructions carefully in the future and react ASAP to avoid problems like this.

Dear MrBit Casino Team,

Could you please send me the link for the Romanian law you are referring to (governmental documents must be sent by post of Romania within the 30 day period specified by the Romanian Licensee)?

I looked at your website and only found the following:  

"Avento MT shall also have the right to close your account and return any remaining balance if verification checks have not been carried out to our reasonable satisfaction within thirty (30) calendar days from the registration of the player account. If players do not confirm the authenticity of the data provided within thirty (30) calendar days from when their player account is credited, or if their name appears on the list of self-excluded or undesirable players, Avento will close the account and the balance of money in the account will be withheld and transferred to the Romanian state budget no later than the tenth (10th) day of the following month."

Dear Peter,

Please see the next Terms (in addition to paragraph 3.7):

3.6. We reserve the right to perform background checks on any player and request any relevant documentation, at all times and, for any reason, including (but not limited to) any investigation into the identity of the player, any credit checks performed on the player, or any enquiries into the player's personal history. The basis for such investigations will be dependent on the specific case, but could include (but is not limited to) the verification of the player's registration details, such as his/her name, address and age, occupation, verification of the player's financial transactions, financial standing, source of wealth, source of funds and/or gaming activity. Avento MT Limited is under no obligation to advise the player of such investigation taking place. Avento MT Limited may at its sole discretion decide to terminate a player's account, and withhold all funds in such account, on the basis that such an investigation provides a negative or uncertain conclusion

Here you can see our opportunity to request any documents for verification, as well as the deadlines for submission of such documents by the players (paragraph 3.7). All our Terms are approved by the licensee

Oh, you see there, the casino must return entirely player balance if this one can't provide specific documents (I did send them by email), but anyway the casino should refund the amount of the balance 4700 not the last 2 deposits 550

And the documents was sent it exactly on 30th day, the POV, the ID earlier. But I don't care about continuing playing on Mr bit, I will never ever do it, all I want is my ballance on my bank account, that's all. And about the documents, if you like a player, you approve it, if not, just asking more and more documents till the player cant provide it? Because that's how it looks your paragraph Mr bit. You may have rights, but you have obligation also. Keep that in mind

So can we finish all this and refund my entire balance? Because I'm already sick of this. There is no such thing like sending official documents by the post, that is ILEGAL. And you already have a paragraph in the law, that specifically said THE CASINO MUST REFUND ENTIRE BALANCE IF A PLAYER CAN'T PROVE DOCUMENTS REQUESTED (witch again I done that with oficial document's) So it's time to get refund it, and finish this

Dear MrBit Casino Team,

Basically, the rule was created by the casino and validated by the Romanian licensor together with the rest of the terms? That doesn't mean that it is required by Romanian law, right? So if it's not required by law, you can still accept the documents and continue with the validation process. We are strongly convinced that there should be no time limit for verification. You can require all necessary documents, even by mail/post, but the player should be given the opportunity to provide the documents.

Dear Peter,

This rule wasn't created by the Casino. The condition for submitting documents within 30 days is a requirement of the regulator. And, of course, is in our Terms. If the player does not provide documents within this period, the account is blocked. This rule applies to all Romanian players

From this player, we received confirmation of his residence in another country (by email and documentary). So the account was blocked and the winning deposit was returned to the player. But since the player insisted that he still lives in Romania, we allowed him to send confirmation of his address again (for 30 days, at the request of the regulator). The player had 26 days for the verification. But the documents were never sent

Please note, that to receive the winnings, the player had an attempt to send the required ROA within 26 days. He did not do this, so he can no longer receive the winnings, even if he later sends the required document. The player never proved that he lives in Romania. Again, this rule is a requirement of the regulator, not Casino

What are you talking about?!! More lyes? Providing my identity with a Romanian passport is not a prove that I live in Romania?! Sending the invoice from Romanian local council isn't a prove of have an address in Romania?! About the UK documents, I also have those because I work in uk sometimes, but THAT IS NOT YOUR PROBLEM. You asked me those documents and kept me on waiting just for having a reason to close my account and steal my money. YOU ADDMITED THAT YOU ASKED ME ABOUT THOSE. I played in Romania, that can be verified located my vpn address in the time I played, I sent you immediately my passport for confirming my identity, you asked more, like a proof of address, and I told you all the bills are on my father's name, ok? I can't buy my father's house, putting all the bills on my name, that's ridiculous. And from that moment all you done was SCAMMED AND LYED ME!!!! SHAME ON YOU MR BIT CASINO. So Casino Guru, I think you have all the prove that I was scammed by this Mr Bit casino. And oh Mr Bit, how can you say,, the player never proved that he lives in Romania ". Having Romanian ID documents, and paying the Romanian council tax ISN'T A PROVE????????

And yes, you also ADDMITED, that I done my verification process, but too late. Well THAT WAS BECAUSE OF YOU, AND I STILL HAVE THE PRINTSHOOT WHEN YOU TOLD ME, THERE'S NO LIMIT TIME!!!!

Mr Bit, why when I sent you a Covid test results, made in Romania, on a local clinic, you rejected it?! That was also a POA, and that was couple of day's from my winning. You know, you basically MADE A STEAL

Dear MrBit Casino Team,

If submitting documents within 30 days and by post is a requirement of the regulator, please be so kind and show me the document where this is stated or send me a link because I can't find it.

Dear Peter,

We believed that you, as arbitrators in a dispute between the player and us, must have all the necessary information regarding the requirements of the regulator to resolve any complaints

Please below you can see the point from the regulator:

Article ART.19 Clause (5) of the Gambling Decree 111/2016

(5) If the player does not confirm the authenticity of the data provided or is in the list of self-excluded or undesirable players within 30 calendar days from the time of replenishment of the player's account, the organizer will close the account and the existing amounts in the account will be withheld and transferred to the state budget by the 10th of the month following the month in which the funds were withheld. In case of death during the verification period, the amounts are refunded to the heirs, in accordance with the law

Dear Peter,

We believed that you, as arbitrators in a dispute between the player and us, must have all the necessary information regarding the requirements of the regulator to solve any complaints

Please below you can see the point from the regulator:

Article ART. 129 Clause (5) of the Gambling Decree 111/2016

(5) În cazul în care jucătorul, în maximum 30 de zile calendaristice de la momentul alimentării contului de jucător, nu confirmă autenticitatea datelor furnizate sau se regăseşte în lista de jucători autoexcluşi sau indezirabili, organizatorul va închide contul, iar sumele existente în cont vor fi reţinute şi virate la bugetul de stat până cel mai târziu la data de 10 a lunii următoare celei în care fondurile au fost reţinute. În caz de deces în perioada de verificare a contului, sumele se restituie moştenitorilor, în condiţiile legii

Mr bit, nowhere says the documents MUST BE SEND BY THE POST! I sent you both documents by email, my passport and 2 type of POA, first one a Covid test result where its can read my name and my address, and the second one on the 30 th day, that was an invoice from council tax. So stop scammed people!!!!

Dear MrBit Casino team,

Thank you for the clarification. First of all, I don't know all laws in all countries by heart and secondly, there were many cases where a casino referred to a law that didn't exist. I found the regulation law and confirm that it states what you posted above. However, as Mihai stated, there is no word of sending the documents by post. So that leads to the question: when did his 30-day period start and when did you receive his documents by email?

And by the way, I found their behaviour, abusive and unfair, they closed my account for unreal reasons

Dear Peter,

The POA sent by post request is a well-known practice. Many casinos do this, so it is not spelled out in terms or by the regulator

POA sent by post is requested when the casino has doubts about the location of the player. In this case, they are, since we already have another document confirming residence in the UK. And if the player sends another electronic document with the address of another country, this will not explain the situation

The limit of 30 days began on 20/12/2021. Of the relevant documents within this period, the player sent only an extract with the UK address

Given the fact that we requested POA sent by post, the player did not even send us a regular POA that would meet the requirements. We received the last document sent by him on 20/01/22 (the deadline of 30 days has passed). The document itself could not be accepted as a regular POA (it was an invoice from a private company for paying a traffic fine). The document that was requested for verification was never sent by the player

Mr bit, DID YOU READ THAT INVOICE?! Damn scammers 🤬🤬🤬. And since when a casino make their own rules, like requesting documentation by post?! You are able to provide security for postal service?! NO YOU ARW NOT! And you could also lye even in that case, you could told me you never received the letter isn't it?! It's more easy for you, because a player can't make a complaint for unknown reason, like a letter missing from a postal service! Now you are pushing me on the limits Mr bit!!! ENOUGH WITH THIS!

Hi all,

I discussed the issue with our management and the conclusion is as follows: When it comes to registration in the casino, Mihai by choosing Romania as the country of residence didn't really gain any unfair advantage since he still is a citizen of Romania and every other casual player would most probably do the same. The main problem is the fact that the requested documents weren't provided on time. If the casino had an international license, we would insist that Mihai should get a chance to finish the verification because we are convinced that it shouldn't be time-limited. However, in this case, the time limit is dictated by the Romanian government and we can't force the casino to break the law.

Dear Mihai,

I'm afraid we can't help you with this one. I can only recommend you always read the requests carefully, respond to them ASAP, and provide correct and valid documents for verification. Thank you for using the Casino Guru complaint resolution center.  I wish I could be of more help.

Best regards,

Peter