MostBet Casino - Jugador solicita reembolso luego de problemas en su cuenta con autoexclusión.

MostBet.com allowed me to register, deposit and play, even though I had been self-excluded since June 3, 2022 from the SRIJ list, which covers all licensed operators in Portugal. My first contact by email was on February 12, 2025 at 16:25, requesting the suspension of the account and a refund of €300.90. However, even after this communication, the casino continued to allow deposits and games, resulting in a total of €823.10 lost before the account suspension on February 19, 2025.

MostBet.com failed to implement adequate Responsible Gaming measures by allowing a self-excluded player to deposit and play without any prior verification. This is a fundamental requirement established by international regulations and consumer protection principles.

Although MostBet.com's license is from Curaçao, this does not exempt them from complying with global Responsible Gaming guidelines, including:

Identifying and blocking self-excluded players prior to any deposit or wager.

Implementing effective consumer protection measures, ensuring that vulnerable players cannot deposit and lose money.

By ignoring these obligations, MostBet.com has violated not only ethical principles, but also internationally recognized player protection regulations. This negligence fully justifies the demand for a refund of €823.10, as the deposits should never have been accepted.

Furthermore, the way Casino Guru handled my complaint was unfair. My requests were repeatedly closed without a proper analysis of the facts. MostBet.com not only ignored its own Responsible Gaming duties, but also wrongfully withheld my money. I request that my complaint be reopened and reviewed fairly.

MostBet.com permitiu que eu me registrasse, depositasse e jogasse, mesmo estando autoexcluído desde 3 de junho de 2022 na lista do SRIJ, que cobre todos os operadores licenciados em Portugal. Meu primeiro contato por e-mail foi em 12 de fevereiro de 2025 às 16:25, solicitando a suspensão da conta e o reembolso de 300,90€. No entanto, mesmo após essa comunicação, o casino continuou a permitir depósitos e jogos, resultando em um total de 823,10€ perdidos antes da suspensão da conta em 19 de fevereiro de 2025.

A MostBet.com falhou em implementar medidas adequadas de Jogo Responsável, permitindo que um jogador autoexcluído depositasse e jogasse sem qualquer verificação prévia. Este é um requisito fundamental estabelecido por regulamentações internacionais e princípios de proteção ao consumidor.

Embora a licença da MostBet.com seja de Curaçao, isso não os isenta do cumprimento de diretrizes globais de Jogo Responsável, incluindo:

Identificação e bloqueio de jogadores autoexcluídos antes de qualquer depósito ou aposta.

Implementação de medidas eficazes de proteção ao consumidor, garantindo que jogadores vulneráveis não possam depositar e perder dinheiro.

Ao ignorar estas obrigações, a MostBet.com violou não apenas princípios éticos, mas também regulamentos de proteção ao jogador reconhecidos internacionalmente. Esta negligência justifica plenamente a exigência do reembolso dos 823,10€, uma vez que os depósitos nunca deveriam ter sido aceites.

Além disso, a forma como o Casino Guru tratou minha reclamação foi injusta. Meus pedidos foram repetidamente fechados sem uma análise adequada dos fatos. A MostBet.com não só ignorou seus próprios deveres de Jogo Responsável, como também reteve meu dinheiro indevidamente. Solicito que minha reclamação seja reaberta e analisada de forma justa.

Dear brunomeirinhas,

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

Unfortunately, there isn’t written that an exclusion in your country will be effective in all of the online casino. Could you please advise if you have requested a self-exclusion from MostBet Casino directly mentioning gambling problems/addiction?

Additionally, if a casino has no license needed in your country of residence, it is the player's responsibility to check it before registering and is not eligible for any kind of refund for that.

Looking forward to hearing from you.

Best regards,

Nick

I requested self-exclusion as soon as I realized that MostBet did not respect the official SRIJ self-exclusion list, which clearly demonstrates that the casino failed in its obligation to prevent my registration and deposits from the very beginning. Furthermore, any operator that accepts players from a certain jurisdiction must comply with the consumer protection laws of that jurisdiction, regardless of the license under which it operates. Allowing self-excluded players to deposit and play without any identity verification is a clear violation of Responsible Gaming standards and may result in legal sanctions against the operator. MostBet does have an obligation to return lost funds, as it has failed in its duty to prevent self-excluded players from accessing its platform.

Solicitei a autoexclusão assim que percebi que a MostBet não respeitava a lista oficial de autoexclusão do SRIJ, o que demonstra claramente que o casino falhou na sua obrigação de impedir o meu registo e depósitos desde o início. Além disso, qualquer operador que aceite jogadores de determinada jurisdição deve cumprir as leis de proteção ao consumidor dessa jurisdição, independentemente da licença sob a qual opera. Permitir que jogadores autoexcluídos depositem e joguem sem qualquer verificação de identidade é uma clara violação das normas de Jogo Responsável e pode resultar em sanções legais contra o operador. A MostBet tem, sim, a obrigação de devolver os valores perdidos, pois falhou no seu dever de impedir que jogadores autoexcluídos acessem sua plataforma.

Dear brunomeirinhas,

Please forward an evidence of your self-exclusion made in MostBet casino to nikolas.b@casino.guru for further review.

Additionally, can you please confirm whether your account is still open or not?

Awaiting your response.

Regards,

Nick

I never had the option to self-exclude directly through MostBet's system before making deposits, as the casino didn't verify my identity or cross-check my details with existing self-exclusion bases. As soon as I realized that they had allowed me to register and deposit without any verification, I contacted them asking for the account to be suspended immediately and for the money to be refunded. This shows that the casino itself was at fault, and should have blocked my account from the start. My account has now been closed, but this does not absolve MostBet of the responsibility of refunding the amounts, since they allowed deposits from a self-excluded player, in violation of Responsible Gaming guidelines.

Nunca tive a opção de me autoexcluir diretamente pelo sistema do MostBet antes de fazer depósitos, pois o casino não verificou minha identidade nem cruzou meus dados com bases de autoexclusão existentes. Assim que percebi que eles permitiram meu registo e depósitos sem qualquer verificação, entrei em contato solicitando a suspensão imediata da conta e o reembolso dos valores. Isso demonstra que a falha foi do próprio casino, que deveria ter bloqueado minha conta desde o início. Minha conta já foi encerrada, mas isso não isenta o MostBet da responsabilidade de reembolsar os valores, visto que permitiu depósitos de um jogador autoexcluído, violando diretrizes de Jogo Responsável.

I forwarded the first contacts with MostBet to

Reencaminhei os primeiros contactos com a MostBet para nikolas.b@casino.guru

Dear brunomeirinhas,

Can you please clarify since when exactly is your account closed?

Keep in mind that no refund is possible from before contacting the casino regarding your gambling problem.

Awaiting your response.

Regards,

Nick

Good morning,

I contacted the casino right after registration, explaining that I had been self-excluded since 2022 through SRIJ. However, they took ages to suspend my account and allowed several deposits, even after my contact.

Bom dia,

Eu entrei em contacto com o casino logo após o registo, explicando que eu estava auto-excluido desde 2022 através da SRIJ. No entanto, eles demoraram imenso a suspender a minha conta e permitiram vários depósitos, mesmo após o meu contacto.

Dear brunomeirinhas,

Can you please give us an exact date of when your account got blocked?

Regards,

Nick

I don't know for sure, but it was several days after I reported the situation to the casino, allowing several additional deposits.

Não sei ao certo mas foi várias dias depois de eu expor a situação ao casino, permitindo vários depósitos adicionais.

Any update?

Dear brunomeirinhas,

Unfortunately, we need an exact date - or at least forward a list of deposits made to the casino since your self-exclusion request.

Awaiting your response.

Regards,

Nick

The registration was made on February 12th.

Username: 226202706

The self-exclusion request was made immediately after registration. They still allowed the following 28 deposits, totaling €823.10:

Deposit 1: February 12, 2025 - 12:51 GMT 20€

Deposit 2: February 12, 2025 - 14:49 GMT 30€

Deposit 3: February 12, 2025 - 15:00 GMT 30€

Deposit 4: February 12, 2025 - 15:17 GMT 60€

Deposit 5: February 12, 2025 - 15:28 GMT 30€

Deposit 6: February 12, 2025 - 15:41 GMT 100€

Deposit 7: February 12, 2025 - 15:54 GMT 30,90€

Deposit 8: February 13, 2025 - 21:39 GMT 20€

Deposit 9: February 13, 2025 - 22:12 GMT €20.60

Deposit 10: February 13, 2025 - 22:23 GMT €20.60

Deposit 11: February 13, 2025 - 22:36 GMT €51.50

Deposit 12: February 13, 2025 - 22:43 GMT €51.50

Deposit 13: February 13, 2025 - 22:47 GMT €51.50

Deposit 14: February 13, 2025 - 23:06 GMT €51.50

Deposit 15: February 14, 2025 - 08:17 GMT 100€

Deposit 16: February 15, 2025 - 11:46 GMT 15€

Deposit 17: February 15, 2025 - 11:57 GMT 30€

Deposit 18: February 15, 2025 - 12:36 GMT 10€

Deposit 19: February 15, 2025 - 12:38 GMT 10€

Deposit 20: February 15, 2025 - 13:27 GMT 10€

Deposit 21: February 15, 2025 - 13:38 GMT 10€

Deposit 22: February 15, 2025 - 23:29 GMT 10€

Deposit 23: February 16, 2025 - 00:04 GMT 10€

Deposit 24: February 16, 2025 - 00:09 GMT 10€

Deposit 25: February 16, 2025 - 00:17 GMT 10€

Deposit 26: February 16, 2025 - 00:19 GMT 10€

Deposit 27: February 16, 2025 - 00:22 GMT 10€

Deposit 28: February 16, 2025 - 00:27 GMT 10€

O registo foi feito no dia 12 de Fevereiro.

Nome de utilizador: 226202706

O pedido de autoexclusão foi feito imediatamente após o registo. Ainda assim permitiram os 28 seguintes depósitos, totalizando 823.10€:

Depósito 1: 12 de Fevereiro de 2025 - 12:51 GMT 20€

Depósito 2: 12 de Fevereiro de 2025 - 14:49 GMT 30€

Depósito 3: 12 de Fevereiro de 2025 - 15:00 GMT 30€

Depósito 4: 12 de Fevereiro de 2025 - 15:17 GMT 60€

Depósito 5: 12 de Fevereiro de 2025 - 15:28 GMT 30€

Depósito 6: 12 de Fevereiro de 2025 - 15:41 GMT 100€

Depósito 7: 12 de Fevereiro de 2025 - 15:54 GMT 30,90€

Depósito 8: 13 de Fevereiro de 2025 - 21:39 GMT 20€

Depósito 9: 13 de Fevereiro de 2025 - 22:12 GMT 20,60€

Depósito 10: 13 de Fevereiro de 2025 - 22:23 GMT 20,60€

Depósito 11: 13 de Fevereiro de 2025 - 22:36 GMT 51,50€

Depósito 12: 13 de Fevereiro de 2025 - 22:43 GMT 51,50€

Depósito 13: 13 de Fevereiro de 2025 - 22:47 GMT 51,50€

Depósito 14: 13 de Fevereiro de 2025 - 23:06 GMT 51,50€

Depósito 15: 14 de Fevereiro de 2025 - 08:17 GMT 100€

Depósito 16: 15 de Fevereiro de 2025 - 11:46 GMT 15€

Depósito 17: 15 de Fevereiro de 2025 - 11:57 GMT 30€

Depósito 18: 15 de Fevereiro de 2025 - 12:36 GMT 10€

Depósito 19: 15 de Fevereiro de 2025 - 12:38 GMT 10€

Depósito 20: 15 de Fevereiro de 2025 - 13:27 GMT 10€

Depósito 21: 15 de Fevereiro de 2025 - 13:38 GMT 10€

Depósito 22: 15 de Fevereiro de 2025 - 23:29 GMT 10€

Depósito 23: 16 de Fevereiro de 2025 - 00:04 GMT 10€

Depósito 24: 16 de Fevereiro de 2025 - 00:09 GMT 10€

Depósito 25: 16 de Fevereiro de 2025 - 00:17 GMT 10€

Depósito 26: 16 de Fevereiro de 2025 - 00:19 GMT 10€

Depósito 27: 16 de Fevereiro de 2025 - 00:22 GMT 10€

Depósito 28: 16 de Fevereiro de 2025 - 00:27 GMT 10€

Any update?

Dear Brunomeirinhas,

Thank you for your message.

As it seems your last deposit was made on 16/02, you are unfortunately, based on this and the timing of your self-exclusion request, you are not eligible for a refund.

Please note that it can take a few working days for a casino to fully process a self-exclusion request. As the deposits were made immediately following your contact with them—at a time when they had not yet been informed of your situation—these funds are considered non-refundable.

If there's anything else we can assist you with, please don’t hesitate to reach out.

Kind regards,

Nick

Hello,

Thank you for the clarification, but I would like to reiterate that I contacted MostBet support even before making the deposits, precisely in order to request self-exclusion and avoid any damage.

If the self-exclusion request takes working days to process, then the casino should have prevented deposits during this review period as a way of protecting the player. Allowing deposits immediately after the request is, at the very least, contradictory to the principles of responsible gambling.

I understand the technical criteria, but I believe the fairest thing would be to reconsider the request based on the clear intent shown at the time of contact.

I look forward to a possible reassessment. Thank you.

Olá,

Agradeço o esclarecimento, mas gostaria de reiterar que entrei em contacto com o suporte da MostBet ainda antes de realizar os depósitos, justamente com o objetivo de solicitar a autoexclusão e evitar qualquer prejuízo.

Se o pedido de autoexclusão demora dias úteis a ser processado, então o casino deveria ter impedido depósitos nesse período de análise, como forma de proteger o jogador. Permitir depósitos logo após o pedido é, no mínimo, contraditório com os princípios de jogo responsável.

Entendo os critérios técnicos, mas acredito que o mais justo seria reconsiderar o pedido com base na intenção clara demonstrada no momento do contacto.

Fico a aguardar uma eventual reavaliação. Obrigado.

Dear Brunomeirinhas,

It makes no difference whether you request for self-exclusion or a deposit limit - every request has to be processed first. The casino needs to read your e-mail and as they receive hundreds maybe thousands daily, it takes time.

Therefore, they could not make any restriction to your account until they have checked your e-mail.

Please always be aware of the processing time as deposits made shortly after you request it, are never refundable.

Unfortunately, as the casino acted correctly in this case, we will be forced to close the complaint.

Best regards,

Nick