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Good Morning,

I made a deposit through mbway to play at Mostbet casino. I learned about this casino from a public figure.

I got a jackpot of €690. I'm tired of trying to raise the same but requests are always refused. I've tried every way.

The casino says that the payment method is the same as the deposit method and it is not true.

Do you think you can help me? This money was still handy for Christmas 😔

Thanks !

Bom dia,

Efectuei um depósito através do mbway para jogar no casino Mostbet. Tive conhecimento deste casino através de uma figura pública.

Obtive um prêmio acumulado de 690€. Estou farto de tentar levantar o mesmo mas os pedidos são sempre recusados. Já tentei de todas as formas.

O casino diz que o método de pagamento é igual ao método de depósito e não é verdade.

Acham que me conseguem ajudar? Este dinheiro ainda dava jeito para o natal 😔

Obrigada !

Dear Halmeida6,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

Could you please advise if you have been informed about any alternative method to withdraw your winnings? Was your account verified successfully in the past?

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 Morning,

I tried to do the withdrawal in installments and it seems to be working. Apparently one has already been made but I still don't have it available in my bank account. I'll wait for the payment information to come in. However, I carried out the same withdrawal method (SEPA) for another parcel.

Regarding the payment method, the bookmaker must correct the information provided, as it informs the customer that he can withdraw the prize using the same payment method.

Thanks in advance for your support.

They are being excellent and very helpful.

Thanks !

Helder A******

Bom dia,

Tentei efectuar o levantamento em parcelas e parece estar a funcionar. Aparentemente uma já foi efectuada mas ainda não tenho disponível na minha conta bancária. Vou ficar aguardar que entre a informação de pagamento. No entanto efectuei o mesmo método de levantamento (SEPA) para outra parcela.

Em relação ao método pagamento, a casa de apostas deve corrigir a informação prestada uma vez que informa o cliente que o mesmo pode levantar o prêmio pelo mesmo método de pagamento.

Desde já agradeço o vosso apoio.

Estão a ser excelentes e bastante prestaveis.

Obrigado !

Hélder A******

Good Morning,

After managing to withdraw part of the money I won, the bookmaker won't let me withdraw the rest. They say it's for security reasons and encourage me to continue betting. I have no interest in continuing to bet until I can understand what is going on or why they don't want to pay me. Of all the bookmakers I play at, this has never happened to me. The account was already verified, I received codes over the phone, I filled out everything I had to fill out. I need a solution. I don't want to bet until they pay me.

The saddest thing about all of this is having entered this bookmaker through an advertisement for a public figure who is my friend. In which she in the video says that payments are fast (I'm 5 days trying to withdraw my prize).

Thanks!

Helder A******

Bom dia,

Após ter conseguido levantar parte do dinheiro que ganhei, a casa de apostas não me deixa retirar o restante. Dizem que é por questões de segurança e incentivam-me a continuar apostar. Não tenho interesse em continuar apostar enquanto não conseguir entender o que se passa ou o porquê de não me quererem pagar. De todas as casas de apostas em que jogo, nunca me aconteceu tal situação. A conta já foi verificada, recebi códigos pelo telefone, preenchi tudo o que tinha para preencher. Eu preciso de uma solução. Não quero apostar enquanto não me pagarem.

O mais triste disto tudo é ter entrado nesta casa de apostas através de uma propaganda de uma figura pública que é minha amiga. No qual ela no vídeo diz que os pagamentos são rápidos (estou a 5 dias a tentar retirar o meu prêmio).

Obrigado!

Hélder A******

Thank you very much, Halmeida6, for the update. Could you please specify how much were the received winnings and how much is still remaining in your casino account?

Dear Halmeida6,

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.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.