Hello.

I have a big problem with this casino

I played last year.

I august 2024 I have asked for the first time for account closure, they didn't closed the account

Then, I have asked again and again due to addiction and explained to them that I am addicted

They didnt closed that as well.

I played then 4400 Ron and got angry that my account was not closed and asked for the money back

Finally, they closed that account with the mention that my account should be closed in the past but the employee forgot to close it

I asked for the money back because I was not my fault that the employee forgot 4 times to close the account in question.

They lied that they will solve the problem and came back with an answer but starting February they didn't replied anymore untile last week. Where they informed that they are still investigating the case.

I mean, 6 mouth they didn't returned the amount back.

I have all the proofs and email from the employee that they did the mistake not me.

Please let me know if the emails and screenshots are needed but all of them are in Romanian language

Thank you very much

Dear Teoteo89,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Mr Bit Casino RO.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please share your self-exclusion requests with me? Please share the information with my email at [email protected]
• Could you please share the communication in which the casino admits to making a mistake?

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,

Tomas

Hello Thomas

i have attached the screenshots via email to [email protected]

you have the screenshots when Darius (an employee) confirmed after checking that my account should be closed from long time ago and also they apologized for the inconvenience

also I have forwarded the e-mails when I send a lot of e-mails for a status of my problem and the refund

thank you very much

Teodora

Thanks for your reply and the submitted information

• Could you please clarify when your conversation with Agent Darius took place?
• According the agent, you didn't mention addiction, however you mentioned a gambling problem. In your initial post, you said you wrote:

Then, I have asked again and again due to addiction and explained to them that I am addicted

• Could you please explain this discrepancy?
• Did you receive any response regarding your refund request since your last post?
• After mentioning a gambling problem addiction to the casino support, did the casino support instruct you that the option to close your account is available to you directly in your account?

Looking forward to your reply.

Hello,

My discussion with Darius was on 12 of December 2024. But until September I asked for the account closure at August last time. (The 3rd time)

Until August I have asked 2 times for account closure due to the technical issues of the site, games disconnected during the play. The site stucked etc. this is true I did not mentioned the word "addiction" but I told them that I have a problem with gambling.

But if the user is requesting the account closure why was this not done in timely manner. A user needs to ask it for the 4th time?

No matter of the reason account should be closed from their end

Account cannot be closed from the application. It can be closed for maximal 30 days what I did a lot of times this is the reason why I have asked for it to be closed permanently

But when speaking of addiction I played again.

This is the reason why I ask my last spend deposits back because account should be closed from long time ago

Thank you very much

Thank you very much, Teoteo89, for providing the necessary information. I will now transfer your complaint to my colleague Michal ([email protected]), 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.

Sure. Waiting on your response

Hello Teoteo89,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Mr Bit Casino RO,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

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.

Hello,

Did I understood correctly, they are not answering so the complain will be closed with the solution "not resolved"?

They did not answered 4 months so I don't think they will do that

In any case I will also raise a complain to the police department locally

Thank you very much

Teodora Stoia

Dear Teoteo89,

I have reached out to the casino internally, outside of this thread, and I am hopeful that they will provide an answer soon. That's why I am setting one last timer. Your patience is greatly appreciated.

Dear Teoteo89,

I apologize for the late response. Just now, I have received a response from the casino representative, asking me for additional details regarding your case. I believe I will have some news to share very soon. Your patience is greatly appreciated.