Mogobet Casino - El jugador afirma que el pago se ha retrasado.

Waiting on withdrawals totalling £1650. No real update from the casino as to what is happening i have sent them the documents they asked for and that has been marked as a success. They have only paid out one withdrawal of £74.25 on saturday early morning, since then no real update as to what is going on. The terms say they normally payout within a day or the same day but it has been a few days now. I will continue to play at the website as there is a lot of good sports markets to bet on and games but i want my money

Dear Sgwatts,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Hi thanks for the quick reply the other day

There has been an update

The casino closed my account and sent back the money I deposited into the site

But they have kept the winnings which were around £1250.

I have made a complaint and have done resolver and will contact ecogra and whoever else will help me get the money I'm owed..

Dear Sgwatts, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Did you play casino games or bet on sports?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the closed account? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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.

Dear Sgwatts,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Dominika
Casino.Guru