Mr Bit Casino BG - プレイヤーのアカウントがロックされ、資金にアクセスできなくなります。

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.