MYBCasino, BigSpinCasino, MyBookie, Xbet Casino Support and Complaints Thread

Hi,  WilliamH not trying to ruffle your feathers hear but I've had no problems with big spin casino. Made two withdrawals from there in February. Ya could the withdrawal time be in a more timely maner sure. 2 to 3 days is kindy long compared to other online casinos. By the way,if you heard or read bad things about them why would you deposit $$$ there anyway???

Hi Jezabel66, 

We got feedback from the casino rep regarding your case. Namely, they claim that you, according to the security team, already have an account with XB914073 disabled for - Gambling Problem – besides, you e-mailed to close the account claiming a gambling addiction, and the account is to remain close. Also, the casino refunded transactions on your account and refunded $417.50.

You created a new account with MyBookie casino on 12/12/2020 and you presented the same behavior according to the security team.

Resolution from (Security):

• Cross branding account.

• We will be refunded back all 6 deposits total of $530.

• $40 remaining balance will be void

• The account will remain closed

I signed up at mybcasino casino a few weeks ago. I made several a few deposits in which I lost. I managed on my last deposit to win $1250. I made a withdrawal and waited for the 48 hrs pending period. After that time I tried to log in to my account and found that it was locked. I contacted support on the phone and was told I needed to send in some documents. I sent in the documents and they were approved. I waited for a few hrs and then tried to log back into my account and it was still locked. I called again and was then transferred to someone. This guy comes on the phone and starts accusing me of knowing someone that charged back $2000 on their credit card and they weren't going to pay me unless they paid back the chargeback. I HONESTLY TO GOD DO NOT KNOW THIS PERSON THEY WERE REFERRING TO. I tried to explain this to him. He insisted that I knew that person and he even insisted that I was a man using a voice decoder to sound like a woman. I told him he could easily skype with me and see I am a woman and this has to be a mistake and I'm caught up in their dragnet. He didn't want to hear it and hung up on me. I have never felt so low in my life. This guy honestly has the wrong person. I do not owe them any money nor do I know the person he was referring to (I swear to God!!!). I used crypto on all my deposits. I don't know who to turn to for help resolving this issue. But they truly have me mixed up with the wrong person(s).

Hi SabrinaM,

Please private message me your casino username so we can notify the casino rep? 

Hi SabrinaM,

We received your casino account info and notified the casino. Keep you posted. 

Thank you... From what I gather there seems to be a lot of complaints on the web about this company. Sigh :( 

Hi SabrinaM,

Thanks for the update. We are waiting for the casino to reply to this topic. We sent them a reminder. 

Hi all,

Player has been contacted by our Security Team. We are unable to disclose any additional information to a third party about an individual's account due to privacy policy.

The player @SabrinaM in question will need to contact resolve with our Security Team. It's not a casino play issue.

Thanks,

The MYB Casino Team

I spoke with the same guy whom wouldn't tell me his name. He insisted that someone name Anthony opened an account with their sister casino (Mybookie) and made $2000 in purchases and then charged it back. Anthony supposedly have the same address as I have. I DO NOT KNOW AN ANTHONY!!!! Anyways the person I spoke to on the phone arial viewed my address while I was on the phone and said you live in a nice gated rich community with a house on the hill. I asked him what those that have to do with anything? He gets i-rate and started screaming at me. Telling me that I know who Anthony is and if Anthony doesn't pay up in 48 hrs. They are going to take my winnings and apply it to his account. I tried to explain to him that I don't know an Anthony. He was like what are the odds of someone signing up to one of our casinos and using the same address and you don't know them. I was like it could have been a neighbor next door or down the street. But they certainly doesn't live here. He could easily check the games play or patterns and see that. I deposted in bitcoins Anthony used a credit card (As I was told).

So basically my winnings are being held hostage because of someone using my address to gamble with an did a charge back and now I have to pay for it. My account is verified. I dunno if this Anthony guy is. But I'm being treated like I'm the one who has done something wrong.

Unfortunately, you played at a rogue casino. They have a very bad reputation and are known to lie to not pay legit wins. Just look at all the complaints here https://www.trustpilot.com/review/mybookie.ag . Sorry you got caught up in probably one of their many many lies and horror stories. Word is their database was hacked and they sent a bunch of payments to the wrong bitcoin addresses. So maybe your information got mixed up doing the hack. LCB should ask if they can see the information such as gameplay, ip address, etc. You shouldn't have to pay for the error of someone else. 

The casino rep already advised you that they can't disclose any info about the players' accounts to a third party therefore we can't ask for additional info about this case. If a player is not satisfied with the casino's decision they should contact the casino licensor and file a complaint there. 

Hello I have an account at xbet.ag. I deposited 100 usd, played without a bonus and won.

On September 20 I emailed my documents and got verified by email on September 30.

After that I tried to request a withdrawal but they asked for sms for withdrawals. But then the sms did not work so I emailed them on October 8 about it.
I did not get a reply from them for a long time until on October 27 saying :
"Thank you for contacting XBet Support Center. We’ve created ticket #1184753 to handle your request." and that is their only reply since.

On October 18, I also asked live chat for withdrawal but they said to email payouts@mybookie.cr, so I did but I did not get reply.

Then on October 22, Live chat told me to email payments@xbet.ag but I did not get reply.

On October 26 live chat said they did not receive ant emails from me.
And told me to send the request by email again. I emailed but but I did not get reply.

I don't know what to do anymore. Please help me.

Hi rikerissson716,

Sorry to hear that. Thank you for bringing this to our attention. Please private message me your casino username and we'll notify the casino rep. 

Hi rikerissson716,

We received your account details and notified the casino rep. Keep you posted. 

Hi rikerissson716,

This is the info we got from the casino rep regarding your case:

The account is good to go for payouts and they are now starting on his request.

The payout information will be available in our system within 2 business days and we will be confirming his request as soon as possible.”

Should you have contact with this player Please ensure their WD request goes to this email address:  payments@xbet.ag

There is no pending PO request. The player will need to confirm their Payout details. Part 2: I worry about if the players' email is inboxing on our side. If any delays please let us know.

Hello I emailed payments@xbet.ag last January 5th as per their instruction.

Have you received your winnings?

I don't know. I have not heard back from them.
I checked my bitcoin account and I did not receive any payment from them.

Thanks for the update. We emailed the rep to see what's going on. Keep you posted. 

Hi rikerissson716,

We received the update from the casino rep:

It seems no WD entry has been submitted since sending in his ID. I’d advise he to log in to his XBet account and try to request a BTC WD. He can confirm the request via chat. All brands implemented a new PIN verification (Started Jan.2022). This PIN is only known by the customer. Meaning we/nor CS should be entering WD requests unless entered and verified by customer request and pin. This is just another layer to making sure requests are entered by the account holder and not if it was wrongfully accessed. If he has any issues with this request not being processed yes, part 2 would be to email payments@xbet.ag or contact via live chat.

Please do as the casino rep advises and there will be no issues. 

Are you still on this forum?

I tried to request a withdrawal with my PIN but there was an error : Your Payout Was Declined We were unable to complete your transaction bec

I asked live chat and I was told to clear my history and try again but it's still the same error. I also tried on different browsers but I still get the error

I also emailed customer service to do a manual withdrawal for me but they did not reply.

Hi rikerissson716,

The casino rep advised you should contact their Payments - payments@xbet.ag. Have you tried to contact them? 

Thank you for the advise. I sent an email and asked for a manual withdrawal to payments@xbet.ag today.

Great. Please keep us posted. 

Thanks for the update. We'll send them a reminder to see what's going on. 

Hi rikerissson716,

After sending an email yesterday we got this answer from the casino rep:

Email has been sent to the payouts team at Xbet to find out about his situation on their end.

We'll keep you posted. 

Hi rikerissson716,

Here's the update from the casino rep. Please do as they advised and let us know if you managed to withdraw the funds. 

The client has been contacted twice this month, last e-mail was sent yesterday, to inform her that her account is in good standing in order to request his payout.

Instructions have been e-mailed providing recommendations on how to request her payout online and in case she is experiencing issues when requesting the payout or applying the new feature (PIN number), she can contact us by phone and we will be so glad to assist her and explain her on how to use the Pin number to request the payout.

Hello I am trying to request withdrawal with the PIN and did all of that but it still did not work.
It has the same error message : Your Payout Was Declined We were unable to complete your transaction because

Thanks for the update. Have you chatted with the casino support again? 

Hi rikerissson716,

We got a confirmation from the casino rep that your payout was processed on 23rd February via BTC. We consider this case resolved. 

Anyone that plays these two casinos and hasnt for awhile like I havent is in for a major let down. Like anyone else who plays/played these sits knows, they had great bonuses with less than insulting rollover requirements (still insulting, but werent as bad) and they didnt swap the games in their bonus selection with ineligable jackpot and table games so you were only left with 6-7 games that gave you 100% credit towards the rollover out of the 50 they gave you to play. Now, heres the real disappointing janky move they pulled on us. They removed 80% of the deposit bonuses and increased the rollovers from 30x to 40x. They left the good selection of games, but they removed the buy bonus feature on the slot games, but only when you're playing in BONUS MODE!! Seriously?!!!!! As if these damn casinos dont already have the games geared towards the house edge, they go and make a requirement thats almost impossible that much harder. If theyre going to give you a bonus for referrals and even deposits, there shouldnt be this small option of games to choose from, there should be a 5x or less rollover no matter what the bonus and only get to use it one time per week if its a deposit bonus, and if its a referral bonus, there shouldnt be any requirements! With they way they clean everyones clocks on a daily basis, they should be giving us cold hard cash for referrals because if they play reguarly, thyere going to get I'd say 85-90% of everything that referral plays based on the programming of these algorithmns these online casinos have set up for them when they order these online games from the vendors of them. I write code for a MAJOR software company and when they tell you they dont/cant do anything with how these games function, theyre lying to you. But dont take it out on the operator or CS agent lol. Im sure theyre just relaying what they're being told, but I can assure you theres no way they are locked out of the games and/or if they're all being ran from a bid server from the game companies, each casino can very well pay for gaming that will play tight or loose. I know I know.. Me knowing all of this and I still play lol. Yes I do, but I feel them out and stick to the same slots and table games on each site. If they arent hitting, I quit and come back the next day and try again. Bouncing all over the place will just give ya empty pockets. I know its supposed to be just fun and recreational, but whats so fun about playing games and or being rewarded with rewards you're never going to see because they only want to make it fair for them and give you this BIG and TEMPTING 3000% bonus thaty you have to turn into $300,000 before you can withdrawal it and if you get lucky enough to hit a decent paying slot that has a 100% credit towards the rollover lol. These two were two of my favorites for awhile, but after this change, they might as well just delete my profile on their sites. Theyve followed shady path of most online casinos out there.   

Hello Greg Poulin, 

Sorry to hear that. Thank you for bringing this to our attention. Please private message me your casino usernames and we'll notify the casino rep. 

I have been a member of Mybookie.ag for 4 years. I have made numerous deposits and have cashed out a number of times. Something changed about 3 months ago. The last 3 cashouts I have made have been a run around. They have thrown in a phantom bonus rollover that didn't show up until I tried my cashouts. They ended up taking the rollover out of my cashouts and I am still waiting on my last one. I don't lnow what changed, but their customer service and reliability of this casino has turned to shit. I will no longer send money to these idiots. Does anyone know a trustworthy new casino?

Hello jasrob22,

Thanks for sharing your recent experiences with MyBookie Casino. Please be advised that they have a slightly below average rating of 2.5/5. If you'd like to try some new USA friendly casinos feel free to visit the following LINK. Scroll down and select the best rated online casinos, don't forget to read the reviews too. Hope you find a new casino to fall in love with. Good luck!

Mybookie.ag has denied my cash out 3 straight times. I have been a member there for 4 years and have deposited over $50,000. They were honest and paid me many times in the past, but the last 3 attempts to cash out they made up some lie about playthrough I needed to accomplish. They playthrough doesn't show up on my account until after I request my money. I have had numerous contact with support and every time it's a different story. I even told them to put a nite in my account about this problem. DO NOT GAMBLE AT THIS SITE!!! THEY ARE DISHONEST THIEVES!!!! THEY NEED TO BE BLACKLISTED!!!!

Hello jasrob22,

Could you please private message inbox your MyBookie Casino username so that we can contact escalate your complaint with Casino Rep. Thanks!

Hello jasrob22,

We received your casino username and have contacted Casino Representative. Keep posted on this forum thread for a response. 

Hi Jasrob, 

We have your details and complaint.
We are reviewing the communication threads on your account. 
We'll follow up direct with you by email. 

Thank you, 

MYB Rep

good luck with thease casino i have had nothing but bad experiences esp with customer service being so dang rude and the are so brubrt to just end the chat and any given time .... i would suggest never ever playing on any of the table games unless it live good luck everone 

yes i completly agree and back you 100% on this 

PLEASE BECAREFUL DO NOT TRUST THIS CASINO IM TELLING YOU THIS IS SO RIGGED ESP THERE TOURMENTS ESP WHO GET BLACK JUST BACK TO BACK TO BACK TO BACK THEN EVERY HAD IS 20 20 20 20 COME THERE NOTHIN RAMDOM OR FAIR ABOUT THIS 

Hi joeyskater16,

Can you please advise which casino you're referring to? This is the direct casino support thread for MYBCasino, BigSpinCasino, MyBookie, Xbet casino.

If you would like us to help you, please provide us with more details on what was wrong with the tournaments and table games?

Hi jasrob22, 

Has MyBookie Casino emailed you directly? Please advise us.. 

Hi joeyskater16,

Could you please specify which online casino you are having issues with? Maybe we can reach out and resolve some of your issues as we have an established connection with the Casino Representative of these respective brands. 

Hi Joey, 

I sent you a DM here. 

We are open to listening to your complaint.

You can contact us directly via email or DM.

You can also contact any CS rep directly via live chat or email 
or contact form: 
https://www.mybcasino.ag/contact-us/  

No one wants to leave you hanging Joey. 
Let us know what we can do you for. 
Please remember to use/share your account number when contacting CS. 

Cheers, 
Manny 

Please DM us with your account number and situation you had. 

Seems odd to have many years of positive experiences and then recently it's turned on you.
Should be the same consistent service experience.   

I recommend calling direct, when the chat or email correspondence hasn't resolved your issue.