MostBet Casino - La cuenta del jugador ha estado bloqueada durante seis meses.

Good evening, I have an account on Mostbet, and in January I was asked to verify it via a video call. They requested documents, I sent everything, and they told me to wait for the account to be enabled. They never enabled it. I spoke to support, and they told me to wait for 3 months. That time has already passed since it was January and now it's July. It's been 6 months with no response, and I can't access my account. My deposited money hasn't been returned, and I can't withdraw it.

Buenas noches, tengo mi cuenta en Mostbet, y en enero me hicieron verificar por videollamada, me pidió documentos, todo envie, y me dijo que espere que me habilitarán la cuenta, no me habilitaron, hable por soporte me dijo que espere 3 meses, ya paso ya que eso fue en enero y estamos julio, ya son 6 meses que no me responde y no puedo entrar a mi cuenta, y mi dinero depositado no me devuelven no puedo retirar

Dear venancioedwing,

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. 

• Could you please advise how long ago you registered your account and if you’ve received any withdrawals from this casino in the past? 
• Which games you’ve been playing (live casino games, slots, or sports betting)? 
• Were your winnings accumulated with or without an active bonus, please?
• 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

Good evening, I reply:

- I created the account last year half a year or so, my Mostbet casino withdrawal does not appear

- I played casino, poker

- my winnings were accumulated without bonus

Buenas noches, le respondo:

- cree la cuenta el año pasado a medio año más o menos, no aparece mi retiro del casino Mostbet

- Jugué casino, poker

- se acumularon mis ganancias sin bono

Thank you very much, venancioedwing, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello there,

Thank you venancioedwing for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask MostBet Casino for their help in resolving this complaint. We would like to know why was the player's account not reinstated and what can we do to help resolve this issue.

Thank you!

I hope Mostbet resolves my case as soon as possible, and not think that it is a casino scam because they keep the winnings. I see cases here that are not resolved, that someone deposited 10 thousand dollars, he still kept it, he does not respond to the emails I send to Mostbet and my password does not enter. I can't recover either

Espero que Mostbet resuelva mi caso lo más antes, y no pensar que es casino estafa porque se quedan con las ganancias. Veo casos acá que no resuelven, que tal depositaba 10 mil dolares, igual se lo quedaba, no responde los correos que le mando a Mostbet y mi contraseña no entra. No puedo recuperar tampoco

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 venancioedwing, I am awaiting an update from the casino representative, I will update you as soon as there are any new developments. Thank you in advance for your patience!

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curaçao Antillephone N.V. (complaints@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter

We’ve reopened this complaint at the request of MostBet Casino. We received the following message:

Hello, Dear venancioedwing 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.

We have sent details to peter.c@casino.guru, we will wait for the Casino Guru team's response.

Best regards, Mostbet.

Thank you for the update MostBet Casino representative. From the evidence provided, it appears that the decision was based solely on IP address information. We do not consider this to be sufficient evidence to conclusively determine the existence of multiple accounts, particularly given the nature of IP addressing.

In the past, we have encountered situations in which different users were assigned the same IP address by their internet service provider, resulting in multiple legitimate players appearing to originate from a single address. For this reason, we believe that cases of this nature should be investigated more thoroughly and supported by additional indicators before determining that duplicate accounts exist.

Accordingly, we respectfully request that further investigation be conducted into the accounts in question and that more comprehensive evidence be provided to support the decision.

Thank you in advance for your cooperation.

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.

Since the casino stopped responding. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Control Board  (complaints@cga.cw) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter