MostBet Casino - El retiro del jugador ha sido denegado.

I have been trying to withdraw my winnings from this casino for a month and only managed to withdraw € 300 once. Since then, I have been repeatedly denied withdrawal of funds without explanation. In the mail from the technical service they tell me that my case is in the finance department. And now they only tell me to "wait for an answer", but that answer never comes. Neither is the solution. I am considering reporting them

Desde hace un mes estoy intentando retirar mis ganancias de este casino y sólo conseguí retirar 300€ en una ocasión. Desde entonces, me deniegan una y otra vez la retirada de fondos sin ninguna explicación. En el correo del servicio técnico me dicen que mi caso está en el departamento de finanzas. Y ahora sólo me dicen que "espere respuesta", pero esa respuesta no llega nunca. Ni tampoco la solución. Me estoy planteando denunciarlos

Dear Noelia,

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. Have you accumulated your winnings with or without active bonus? Did you receive any explanation from the casino why your winnings have been withheld?

If there’s any relevant communication, please forward it to petronela.k@casino.guru. I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

No. I didn't play with any bonuses. And the casino doesn't give me a valid reason to withhold my winnings either. And I understand that there are more people in the same situation

No. No jugué con ninguna bonificación. Y el casino tampoco me da un motivo válido para retener mis ganancias. Y tengo entendido que hay más personas en la misma situación

Thank you very much, Noelia, for your quick reply. If no bonuses have been used, could you please forward your cashier history? 

It does not allow me to see my income history. The first time I deposited € 45 and then € 10 more. I am sending you snapshots of what I was able to see from my account and my "withdrawal" history, which is the only thing that I can see.

No me permite ver mi historial de ingresos. En la primera ocasión deposité 45€ y luego 10€ más. Le envío capturas de lo que pude ver de mi cuenta y de mi historial de"retiradas", que es lo único que me permite ver.

It does not allow me to send images here. Would you be so kind as to provide me with an email address or some other means to do so?

No me permite enviar imágenes por aquí. Sería tan amable de facilitarme una dirección de correo electrónico o algún otro medio para hacerlo?

Please forward it to petronela.k@casino.guru. Thank you in advance.

Thank you very much, Noelia, for providing all the necessary information via email. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank you very much for everything. He was waiting

Muchaa gracias por todo. Quedó a la espera

Hello Noelia,

I looked at your complaint and will do my best to help you. I would like to invite Mostbet Casino into this conversation. Can you please specify what is the problem with player’s withdrawal?

We would like to ask the Mostbet 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’.

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Dear Noelia,

the casino team has informed us that your issue has already been resolved, please, could you confirm?

Dear Noelia,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Even if we have assumed that the issue has been resolved, without a confirmation from the player, we were forced to reject this complaint.