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so i know that mbitcasino DOES NOT have a max cap when it come sto there bonuses. I was played with a deposit bonus of 10 usd. At the time i was making bets and mind you i alreday completed wagering while making bets the balance of account suddenly changed from 193 to 45 xrp. They took 1150 xrp without no warning. luckily i was able to notice in time because it was a big jump and i knew that i had not lost the money making bets the asiino sneakily toook the money from my balance and told me that theres a max cap. Because i levelm up i knew my account had another level up bonus 20 dollar us so i brought my balance up to 260 xrp but the balance wasnt corrected, i cautiously withdrew 100 xrp that approve then i withdrew the rest which was 160 xrp prove that there was NO max cap winnning related to bonuses in this case levle up bonuses.

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Dear briannguyen,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you’ve experienced with MBitCasino regarding your withdrawals and the unexpected changes in your account balance. I understand how frustrating these unexpected changes can be, and I want to help clarify the situation for you.

To assist you better and fully understand what happened, could you please provide some additional information by answering the following questions:

• Could you clarify when you made your initial deposit and when you received the $10 bonus?
• What specific wagers were placed that led to the changes in your account balance?
• Can you provide any additional details or screenshots related to the bets you placed after your withdrawals?
• Have you received any previous bonuses or promotions that could explain the 1150 XRP deduction?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petra

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

My account was temporarily locked due to an allegation of multiple accounts while it held a positive balance and bonuses. The casino stated that once I provided correct KYC and it was confirmed I had not breached the terms and conditions, my account, balance, and bonuses would be reinstated. While my account access was restored, my balance and bonuses were not.

Instead, I was given free spins and a level-up bonus. I completed the 40x wagering requirement in accordance with the terms, which state that maximum winnings from a no-deposit or level-up bonus are capped at 6 mBTC or equivalent.

After completing wagering, my balance was approximately 250 XRP. While playing, my balance suddenly dropped from around 200 XRP to 45 XRP without corresponding gameplay losses. Support claimed this was due to a maximum winnings cap, but this contradicts the published terms. The casino provided a screenshot of a rule that does not appear on the official site.

Later, I received another level-up bonus, completed wagering, and reached 260 XRP. This time, no balance reduction occurred, and I successfully withdrew the full amount in two transactions.

When questioned, support claimed the second withdrawal succeeded because the funds were "not related to the bonus." However, there was no deposit made, and the casino was unable to explain what the previously removed 150 XRP was allegedly related to.

Issues Clearly Established

-No deposit was made on the relevant date

-Balance reduction was not caused by wagering losses

-Terms & conditions were misapplied or contradicted

-Inconsistent enforcement of bonus rules

-Casino unable to justify the source or classification of confiscated funds

Thank you for your explanation. To help us better understand the situation and assess it objectively, could you please clarify the following:

• Do you have any written confirmation from the casino (such as an email, live chat transcript, or screenshot) stating that your original balance and bonuses would be fully reinstated after successful KYC verification?
• Additionally, can you confirm whether the free spins and level-up bonus were explicitly presented as a replacement for the original balance and bonuses, or as a separate form of compensation?
• If available, do you have any record confirming the exact balance amount that should have been restored once your account was unlocked?
• You mentioned receiving a screenshot of a rule that does not appear on the casino’s official website. Could you please provide this screenshot and confirm whether the casino directed you to any publicly available Terms & Conditions containing this rule?

Thank you in advance for your cooperation.

Yes i have written evidence that the casino would reinstate my bonus i will attaching the screenshots here

So before my account got locked i made a deposit and had a positive balance of 119 usd None of that money was even returned when my account got unlocked. All they said was winnings are capped but would not tell me the amount. But if my winnings are capped so after my money was taken i had a 20 dollar level up bonus, i completed my wager and the winnings which was 260 xrp those winnings didnt get capped? Now they deny that i was able to withdraw that amount because the funds did not come from a bonus. I ask them if they didnt come form a bonus where did they come from then? evertime i ask this they seem to avoid answering this question by saying to me their time and exit the chat.,

This casino DOES NOT have a cap on their bonuses my brother and my friends that play on mbit tell me the same thing they were allowed to keep their winnings when they compl3t3d wager. Because if there was a cap why was I allowed to withdraw 260 xrp from the level up bonus of 20 usd? Also I wasn't even warn or notified the money was taken DURING game play so I could have easily just thought that it i lost the money making bets but I lost the money due to the casino creating this unknown rule reduce my winnings which is unfair. They locked my account along with a positive balance and free spins did not reimburse me like they said they would. I'm entitled my winnings as whatever I lose should be making bets not the casino unfairly taking it because of this fake rule they applied

Dear briannguyen

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Hello briannguyen,

My name is Michal, and I have taken over handling your complaint. I have reviewed the case and will be reaching out to the casino to gain further clarity on the situation and explore whether I can assist in resolving it.

We would like to invite mBitCasino to join the conversation.

Dear mBitCasino,

Could you kindly provide clarification regarding the sequence of events, as there appear to be some inconsistencies in your actions?

I would be very grateful if you could send me the player's full game log, which should include the bonus and deposit history, for my review, as I believe this is necessary to evaluate the situation.

You may send it to me at michal.k@casino.guru

Thank you in advance.

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.

Dear briannguyen,

I hope this message finds you well. I wanted to inform you that I have been given a new contact who may assist us in clarifying your situation. To facilitate this process, I will extend the timer by an additional 7 days, rather than leaving your case unresolved. I sincerely hope we will witness some progress soon.

yes no worries. I also would like to see my betting history. I acquired another level up bonus on the day i was able to withdrew 260 xrp that amount did not get confiscated. At the time i would like to say that if rules applied to the level up bonus then how was i allowed to withdrew 260 xrp from a level up bonus???

Hello,

Thank you for the invite to respond. We will investigate this case and come back with the data.

Apologies, for some reason, we did not receive an email notification regarding this complaint. We would have responded sooner.

Best Regards,

Hello,

We have sent the details to the email michal.k@casino.guru

We can post a short description here, too.

We do have the cap size mentioned in our terms, on the following page:

https://www.mbitcasino.io/casino-rewards-program

Under paragraph "7.1 New Level Bonus"

Section "7.1.8 Winnings are capped at 10x bonus value when playing with funds from the New Level Bonus (with the exception of Level 7, which has no limit on winnings)."

The client received a Level-up bonus of 4.35 XRP, for which the maximum withdrawable amount after the wager was performed was 43.5 XRP. The amount that the client was allowed to keep.

The other Level-up bonus of 20USD was lost, meaning that the client did not complete the wager requirement, thus, the 2 mentioned cashouts could not have resulted from it.

Please let us know if there is anything else that you need.

Thank you.

Best Regards.

thats not correct at all. i made a withdrawal of 100 and 160 xrp with a Level up bonus. It was not a from a deposit. if the funds werent related to the level up bonus then what were the withdrawal of 100 xrp and 160 xxrp related to then?? Ive already sent the screenshots of my deposit pageit clearly says the last deposit made before the 08/04 was 1 and half months ago before that. Also that rule was never there that time otherwise i would have not have been able to withdrawal 260 xrp thats WAY more than 10x cap

Hello Brian,

Yes, as we have mentioned before, you did withdraw 2 times, the amounts that you have mentioned.

However, the funds were not linked to the second Level-up bonus. As we have mentioned before, the bonus was marked as lost. Meaning that the funds from that bonus were lost. Therefore, they could not have been generating winnings.

The withdrawals were processed:

2025-08-04 17:00:58 166 XRP -> 166 XRP

2025-08-04 16:41:29 100 XRP -> 100 XRP

After cashing out the upper-mentioned amounts, you placed several bets using your remaining balance of 1.95 USD. At 17:06:38 UTC.

Then you started playing with your 20 USDT Level Up Bonus, and your balance was 27.80 USD. After failing to meet the wager requirement, the balance dropped to 0.35 USD.

That is when the 20 USDT Level-up bonus was marked as lost:

2025-08-07 17:05:48, with only 6% wager completion.

All these details were already provided to you via email and chat at the time the situation was discussed.

The details were sent to the provided address michal.k@casino.guru, too.

Thank you.

When my account was reinstated, it had a zero balance and the only thing that was return Level Up bonus in which i played from the balance of zero. I played using that bonus, won, and rebuilt my balance.

Earlier that same day, some funds were confiscated. However, after activating a second Level Up bonus and withdrawing XRP in two batches, those funds were not taken.

Since both balances came from Level Up bonuses after my reinstatement, I need a clear explanation as to why the first amount was confiscated but the later winnings were allowed. If the confiscated funds were not related to the bonus, what exactly were they related to?

Please clarify the specific rule that was applied.

When my account was reinstated, it had a zero balance and the only thing that was return Level Up bonus in which i played from the balance of zero. I played using that bonus, won, and rebuilt my balance.

Earlier that same day, some funds were confiscated. However, after activating a second Level Up bonus and withdrawing XRP in two batches, those funds were not taken.

Since both balances came from Level Up bonuses after my reinstatement, I need a clear explanation as to why the first amount was confiscated but the later winnings were allowed. If the confiscated funds were not related to the bonus, what exactly were they related to?

Please clarify the specific rule that was applied.

Hello,

We have explained the situation in the previous messages.

Please excuse us, but not willing to accept the evidence does not mean it is not true.

Please see below the actual screenshot from the lost bonus.

A bonus cannot be lost and still generate funds. It is impossible.

Please revisit the data from the previous messages.

For security reasons, sensitive data was covered.

Thank you for your patience and understanding.

Best regards,

Did it not occur that after receiving the first level up bonus that if I had won that much and completed wagering I would most likely receive another bonus in which u activated after I played my balance down to zero after you guys "corrected" my balance. I still have no gotten an explanation on why my balance did not get corrected upon the activation of the second level up bonus I had played, accumulated winnings but I did not get those funds corrected? Because you guys wrongly corrected my account and what rule that you said did exist.

Hello,

"Did it not occur that after receiving the first level up bonus that if I had won that much and completed wagering I would most likely receive another bonus in which u activated after I played my balance down to zero after you guys "corrected" my balance."

Level-up bonuses are received based on wagering amounts. Not for completion of a wager requirement. It has nothing to do with previous bonuses or previous balance corrections.

Bonuses are activated by the client; we did not activate the bonuses.

"I still have no gotten an explanation on why my balance did not get corrected upon the activation of the second level up bonus I had played, accumulated winnings but I did not get those funds corrected? Because you guys wrongly corrected my account and what rule that you said did exist."

You did receive an explanation, multiple times, there was nothing to correct, because you cannot withdraw funds from a bonus while that bonus is active. It is impossible, and it was never possible.

-In this situation, the bonus was lost before being able to complete the wager. So there was nothing to correct.

If you had completed the wager for the 20USDT bonus, the capping of the winnings would have been applied.

They applied for the 10USDT bonus, because:

1. You have completed the wager requirement.
2. The amount won surpassed the 10x bonus amount.

While for the 20 USDT bonus, you did not complete the wager requirement, there was nothing to correct, because the bonus was lost. For a bonus to be considered as lost, the funds in the account need to be depleted.

And the bonus was considered as lost days after the withdrawals.

We hope this message further clarifies your situation.

Best Regards.

I completed the wager a long time ago for the 10 dollar bonus. The balance did not delete RIGHT after the wager it was depleted LONG after. "You did receive an explanation, multiple times, there was nothing to correct, because you cannot withdraw funds from a bonus while that bonus is active. It is impossible, and it was never possible." I never said anything about the bonus was still active when i made the withdrawal. I clearly said. Why was i allowed to withdraw 160 xrp and 100 xrp? After COMPLETION of wager of the the second level up bonus then? You have given me 2 completely different answering and scenarios that did no occur or relate to why this had happened. The answer you guys gave me was that the reason why i was allowed to withdraw 100 xrp and 160 because those funds were not related to the level up bonus. I will attach a screenshot of that conversation below

Hello,

The withdrawals were performed while the 20 USDT bonus was active, and the bonus was considered lost three days after the withdrawals were requested. All the funds from a bonus are blocked from the moment that the bonus is activated until the wager is completed or until the funds from the bonus are lost. Funds from an active bonus cannot be withdrawn. That is why I keep mentioning that the funds could not have been from the bonus, because the bonus was activated before the withdrawals were requested and was considered lost, three days after the withdrawals. Therefore, it is impossible for the withdrawn funds to be from the 20 USDT bonus.

Thank you for your patience and understanding.

Best Regards.

If the funds were not from a bonus then what were they from then?

And I'm not even talking about the second level up bonus. I'm talking about the first one that was given to me that I completed wager and you guys confiscated 775 xrp

how is that even possible if the bonus to be lost 3 days after? You guys had a 24 expiration date on all your bonuses

Hello,

Please forgive us, but it feels like we are going in circles.

"If the funds were not from a bonus then what were they from then?"

This was already explained.

"And I'm not even talking about the second level up bonus. I'm talking about the first one that was given to me that I completed wager and you guys confiscated 775 xrp"

Yes, you have completed the wager for the 10 USDT bonus and the ammount was capped, as explained before, multiple times. The bonus was 4.35, 10x made the maximum bonus winnings to be 43.5 USDT. Which was correct.

"how is that even possible if the bonus to be lost 3 days after? You guys had a 24 expiration date on all your bonuses"

7.1.4 You have 72 hours to claim your New Level Bonus after receiving your Upgrade e-mail.

7.1.5 You have 72 hours to complete your wager requirements after claiming your New Level Bonus.

Different bonuses may have different claim and expiry times.

Thank you for your patience and understanding.

Best Regards.

look its simply. I played with 2 level up bonuses both completed wager only 1 level up bonuses allowed me to withdraw 260 xrp. My balance should not have been depleted at all

Dear mBitCasino,

Thank you for your responses and for providing clarification regarding the sequence of events.

Dear briannguyen,

Could you please clarify what you still find unclear? As previously explained, your first Level Up bonus (10 USDT) was successfully wagered, and the maximum withdrawal was applied in line with the casino's bonus terms. The bonus was 4.35, and with a 10x multiplier, the maximum winnings from the bonus amounted to 43.5 USDT. Therefore, I do not perceive any issues in this matter.

Furthermore, the 266 XRP that you withdrew came from winnings that were not tied to any bonus, which is why no bonus rules were — or should have been — enforced.

After withdrawing those funds, you continued playing with your remaining balance of 1.95 USD, placing several bets starting at 17:06:38 UTC.

Later, you activated another Level Up bonus worth 20 USDT, but it has been confirmed that the wagering requirements were not fulfilled, leading to the forfeiture of that bonus.

With all that in mind, I’m not entirely sure what outstanding amount you believe is still due to you and why.

I look forward to your clarification.

Hello,

Yes, let's make it simple.

Your account received two level-up bonuses:

One 10 USDT Level up bonus - for this one, the wager was completed, and the capping of the bonus worked as per our terms. Funds were deducted, and your account was left with 10x the bonus amount.

The second level-up bonus was the 20 USDT bonus - the wager requirement for this bonus was not completed because the funds were lost/depleted. There was nothing to deduct in this situation, since all the funds related to this bonus were lost while trying to complete the wager requirement.

Thank you for your patience and understanding.

Best Regards

I don't think you know when happened. Because ive mentioned from the start that i completed wagering for both bonuses, i first played with a 10 dollar bonus completed wagering upon completing wagering i had got my balance to a decent amount, continued to play then my balance changed from 1100 xrp to 300 xrp, so you're telling me you guys only allowed the bonus times 10? The balance that I was left with was still more than the 10 dollar bonus x 10 which I did not withdraw because I ended up playing that money to zero. Let me make myself clear, I'm not claiming the money that I lost making bets I'm claiming the money you guys took from my balance and gave me a unjustified reason you confiscated 775 xrp left me with 300 xrp it wasn't till my balance reached to around 200- 230 xrp I realize that my funds got confiscated. The second level up bonus was then activated and its on record that the funds of 100 and 160 xrp were related to the 20 dollar bonus. So you are have just been contradicting yourself and trying to confuse everything. You have not made anything simple at all! The fact that you guy were monitoring my game play is already dodgy. You guys chose to confiscate my balance not at the start not after I completed wagering. You guys took my balance when my balance got too high then took it a chance hoping I'd be too busy playing then to notice my balance dropped. Also when I looked at my history it should have shown my game play and there was non of this like it was deliberately removed. So can you please send me my full gaming history.

I need to formally address the inconsistencies in your previous responses and request complete transparency regarding my account activity.

From the beginning, I have clearly stated that I completed the wagering requirements for both bonuses.

First, I played with the $10 bonus and fully completed the wagering requirement. After completing wagering, my balance had grown to approximately 1100 XRP. I then continued playing with those funds. At some point during gameplay, my balance was reduced from around 1100 XRP to approximately 300 XRP, with 775 XRP confiscated.

I want to make this absolutely clear:

* I am not claiming funds that I lost through gameplay.

* I am disputing the 775 XRP that was removed from my balance.

* The remaining 300 XRP was still more than 10x the original $10 bonus.

* I did not attempt to withdraw at that stage and ultimately played the remaining balance down to zero.

It was only when my balance dropped to around 200–230 XRP that I noticed funds had been confiscated. The timing of this action raises serious concerns, as the confiscation did not occur at the start of the bonus, nor immediately after wagering was completed, but only after my balance had significantly increased.

Additionally, the second level-up bonus was later activated, and it is documented that the 100 XRP and 160 XRP amounts were associated with the $20 bonus. This further contradicts the reasoning previously provided.

Another serious concern is that when reviewing my account history, I was unable to see complete gameplay records. It appeared as though certain records were missing. Given that you have stated my gameplay was monitored, I am formally requesting full transparency.

Please provide:

1. My complete gaming history (all bets, wins, losses, balance adjustments, and timestamps).

2. A full breakdown of the 775 XRP confiscation, including:

* The exact time it was removed

* The rule allegedly violated

* The calculation used to determine the confiscated amount

3. Confirmation of the maximum cashout rule applied to the $10 bonus, including where this is stated in your terms.

4. An explanation as to why the confiscation occurred after wagering was completed rather than immediately upon completion, if a cap was in place.

I expect a clear and transparent response, along with the requested documentation. If this matter cannot be resolved directly, I will escalate it to the appropriate licensing authority with all supporting evidence.

I look forward to your prompt response.

Sincerely,

brian

Hello,

We have provided the exact dates for the first-level-up bonus, the 10 USDT one.

Wager Done 10 USDT Level Up Bonus 4.35 XRP 2025-08-04 13:27:39(activated)

The deduction of the funds from a capped bonus happens at the time of the wager completion trigger. Basically, at the end of the bet, it meets the wager requirement. It does not happen while the bonus is active. It happens when the wager requirements are met.

We have provided the dates for the withdrawals.

2025-08-04 16:59:38(requested at) 2025-08-04 17:00:58(completed at) 166 XRP -> 166.00 XRP

2025-08-04 16:36:21(requested at) 2025-08-04 16:41:29(completed at) 100 XRP -> 100.00 XRP

We have provided the dates for the second-level-up bonus, the 20 USDT

Lost 20 USDT Level Up Bonus 9 XRP 22.474266 / 360.00 XRP(6 %)(wagered) 2025-08-04 16:15:41(activated) 2025-08-07 17:05:48(lost)

We have provided the terms that show the maximum cap

https://www.mbitcasino.io/casino-rewards-program

Under paragraph "7.1 New Level Bonus"

Section "7.1.8 Winnings are capped at 10x bonus value when playing with funds from the New Level Bonus (with the exception of Level 7, which has no limit on winnings)."

Account betting history is kept for 6 months for all the clients.

After that, it is archived, but still available to you. We invite you to request the data from our payments@mbitcasino.io

It is only available via email, for security reasons.

Best Regaeds