MostBet Casino - El jugador no puede acceder a la cuenta y recuperar las ganancias.

Good afternoon, since around February I've been trying to access my Mostbet account, but I'm unable to log in. I've attempted to reset my password, I receive a code in my email, I enter that code and yet I still can't recover it. Additionally, my password doesn't work. I had $330 in the account and I can't access or withdraw it. To validate my identity, I passed a video call showing my live documents, after which I received a message saying to wait a maximum of 60 days. Those 60 days have since passed and there's still no response nor is my password working. I assumed this was a reputable betting house that responds to its customers, but I haven't received a response. This money is important to me.

Buena tardes, desde febrero mas l menos quiero entrar a mi cuenta de mostbet, pero no me deja entrar, quiero recuperar contraseña, llega código a mi correo, pongo ese código y no se puede recuperar, al igual que no entra mi clave, tenía 330 dólares y ni puedo entrar ni retirar, para verificar pase video llamada, mostrando mis documentos en vivo, luego me mando mensaje que decía wur espere un máximo de 60 días pero ya pasaron y aun así no me responde ni entra mi contraseña, supongo que es una casa de apuestas recta y que responde a sus clientes pero no me responden. Y ese dinero necesito

Dear jg2324904,

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

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

• Could you please specify since when have you been a player on the website? 
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Did you achieve your current balance with the help of a bonus? 

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.

Best regards,

Tomas

Good night..

I have been a mostbet player since January 2024

Slot machines, casino, poker

Do not use any bonuses.

They don't respond to my Gmail, I pass Skype, they asked me for documents and selfies, worse my account doesn't enter and they don't respond

Buenas noches..

Soy de jugador de mostbet desde enero del 2024

Tragamonedas, casino, poker

No utilice ningún bono.

No me responde al Gmail, pase Skype, me pidieron documentos y selfies, peor no entra mi cuenta y no responden

Thank you very much, jg2324904, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru)  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.  

Hello jg2324904,

I'm Michal, and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite MostBet Casino to join the conversation.

Dear MostBet Casino,

Could you please furnish details on why the player is not able to access their account and withdraw their winnings?

Hello, Dear jg2324904 and Casino Guru!

Thank you for your feedback. We have requested the details of the case from the security department, unfortunately, the wait takes some time. Only the security department has detailed information about blocking. We are doing everything we can to resolve the case quickly. We will contact you as soon as we receive the information. Thank you for waiting!

Best regards, Mostbet.

Gentlemen of Mostbet, I await your prompt response, and I hope to enter my account please, I trust you, since I passed Skype live and sent all the documents that you asked me for, I have money there and I cannot enter, do not use any bonus

Señores de Mostbet, espero su pronta respuesta, y espero entrar a mi cuenta por favor, confío en ustedes, ya que pase Skype en vivo y todos los documentos que me pidieron envié, tengo dinero allí y no puedo entrar, no use ningún bono

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, Dear jg2324904 and Casino Guru!

We have your situation in our priority, we are doing our best to provide a response as soon as possible. Your request is still being worked on by our security department. Unfortunately, it will take some more time to review your case. Security and account verification issues are very important and are being carefully reviewed, the details are not being released for obvious reasons. We will get back to you as soon as we have the information. Thank you for waiting!

Best regards, Mostbet.

How long, why does it take so long?

It seems like a scam casino, I saw other cases.

I just want my money back, it's a lot for me, I need it

Cuanto tiempo, por que demora tanto?

Parece un casino de estafa, vi otros casos.

Solo quiero que me devuelvan mi dinero, para mi es mucho, lo necesito

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, Dear jg2324904 and Casino Guru!

Thank you for your understanding and waiting. Rest assured, we on our part are doing our best to get to the bottom of the situation faster. We have received information that the request has been transferred to a higher department and is now under consideration there. We hope to get the details of the case soon and be able to give you a response. Thank you for your patience!

Best regards, Mostbet.

How long gentlemen of Mostbet, please give a deadline

Cuanto tiempo señores de Mostbet, diga un plazo por favor

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.

And so the casino just keeps the money?

Y así nomas se queda con el dinero el casino?

Hello, Dear jg2324904 and Casino Guru!

Unfortunately, the case is still in process. We are continually requesting updates on your case and are trying to complete this process as soon as possible. Only the security department has detailed information about blocking. We hope to get the details of the case soon and be able to give you a response. Thank you for your waiting.

Best regards, Mostbet.

How long, please tell me how long gentlemen of Mostbet

Cuanto tiempo, diga un tiempo señores de Mostbet por favor

Hello jg2324904,

We would like to update you that due to Michal, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Michal has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Michal will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello, Dear jg2324904 and Casino Guru!

Thank you for your understanding. We do everything we can to expedite the resolution of your case. Only the security department has detailed information about blocking. Unfortunately, sometimes it takes longer. Thank you for waiting!

Best regards, Mostbet.

How much longer

Cuanto tiempo mas

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 Mostbet team.

While I understand that your security department may be occupied and that the process can take time, I would like to highlight that the investigation has been pending for quite a while now and it started to show signs of stalling. This is not in line with the expectations for a reputable casino with a high rating such as MostBet. I respectfully urge your security team to furnish us with any updates at their earliest convenience; otherwise, I will be compelled to classify this complaint as unresolved, which will adversely affect the casino's rating.

Yes please, it seems they don't want to pay me

Si por favor, parece que no me quieren pagar

Dear jg2324904,

As I mentioned above, the long delay in your verification shows signs of intentional stalling, which is not in line with the expectations for a reputable casino with a high rating, such as MostBet.The Casino previously held a license issued by Curaçao Antillephone N.V. Authority; however, due to recent modifications in the licensing regulations in Curaçao, we were unable to verify the current status of this license, and therefore, we cannot ascertain whether the casino remains licensed. If you feel you want to take your complaint further, you can still try to contact the authority (you can find more information on how to do that here: Curaçao Antillephone N.V. via (complaints@gaminglicences.com)

If the casino team won't be able to provide a valid explanation for the long delay in your verification to them, they can order the casino to pay you your winnings without any delay.

Sadly, there is nothing more we can do to help in this situation and I will now close this complaint as unresolved. Please let me know how the Gaming Authority responded at michal.k@casino.guru

I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru

We’ve reopened this complaint at the request of MostBet Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Mostbet team,

Thank you for your email. I have sent back some further inquiries and am looking forward to your response.

What does Mostbet say, since they still haven't returned my money?

Que dice Mostbet, ya que todavía no me devuelve mi dinero

Dear JorgeGaona,

We have received this message from the Mostbet team previously:

Hello, Dear jg2324904 and Casino Guru!

We would like to reopen this complaint and provide evidence in this case.

The game account was blocked in accordance with Paragraph 2.10 of the Rules: 

 If a Player is suspected of committing fraudulent actions against the Betting Company (multiple accounts, multiple sessions (multiple simultaneous active sessions on one account), bets made by third parties, the use of betting automation software, playing on arbitrage situations, bets placed to exceed the limits set by the Company, misuse of Loyalty Programmes, or if the gaming account is not used to place bets, etc.), the Betting Company reserves the right to prevent these fraudulent actions by:

 Cancelling bets.

 Restricting withdrawals.

 Closing the client's account without reimbursement.

More details can be found in clause 2.10 of the rules on our website.

Best regards, Mostbet.

However, I have yet to receive the evidence supporting this. I have sent another email to the Mostbet Team.

I will extend the timer for 3 additional days. If the evidence concerning the stated rule violations is not provided, I will once more be closing this case as unresolved, which will again adversely impact the casino's rating.

Dear Mostbet Team,

I kindly request that you provide evidence supporting the alleged rule violation referenced in your latest message sent to michal.k@casino.guru.

Dear JorgeGaona,

Although the casino team requested that the complaint be reopened and informed us that your game account was blocked in accordance with Paragraph 2.10 of their Rules, as mentioned above, they have unfortunately not provided any supporting evidence of the alleged rule violations. Additionally, they have once again stopped responding to my follow-up inquiries.

Due to the lack of further cooperation from the casino team, I am regrettably unable to classify this complaint as resolved. On the contrary, it will need to be closed as "unresolved" once more.

Should the casino team decide to respond and properly address the outstanding issues, we will promptly reopen the complaint and notify you via email.

I sincerely regret that I cannot offer a more favourable resolution in this matter.

Best regards,

Michal

Casino Guru