MostBet Casino - Pelaajalla on määrittelemätön ongelma.

I don't believe the money in my account, unknown people put money into my account in September, I had no connection or access to the Internet for the whole of September, I contacted the Security Service of Ukraine, they checked the information and it is reliable, but BC denies it and does not want to return the money help please

не повериают гроші які змого рахунку невідомі закидали у вересні кошти на мій акаунт , весь вересень у мене не було зв'язку і доступу до інтернету , я звернувся до служби безпеки України вони перевірили інформацію і вона достовірна , але БК заперечує і не хоче повертати гроші допоможіть будь ласка

Dear grubikvova243,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Unfortunately, I’m not able to assist you with this case based on the current description of events and I will need definitely more information. Could you please elaborate?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

On the 13th and 14th of September, I replenished the account with the site for 42 thousand UAH, having won 32 thousand UAH, after winning, problems began, the money was not withdrawn, and in the end they disappeared from the net, on the 27th of September I also replenished the net by 24 UAH, but the money was all withdrawn, I wrote to the administration for what they gave data for 37 days, even if I wrote for 13 and 14

еюПлатеж №: 63481181614DB,Платеж №: 63493394594DB,Платеж №: 63499922395DB,Платеж №: 63506571971DB,Платеж №: 63506715877DB,Платеж №: 63920094040DB,Платеж №: 63920942772DB,Платеж №: 63924885741DB,Платеж №: 63926617570DB,Платеж №: 63926991128DB, Payment No: 63927476072DB, Payment No: 63930158885

They refuse to return these payments, due to the rules there is no possibility of a return, but I could not withdraw them, please help

я 13 и 14 вересня поповнив рахунок сайту на 42 тис грн выиграв 32 тис грн после выиграш начались проблемы деньги не выводились а в конце концов ищезли с щета , 27 вересня я тоже пополнил щет на 24 грн но деньги все выводились , я писал администрации на что они давали данные ток за 37 вереня , даже если я писал за 13 и 14

еюПлатеж №: 63481181614DB,Платеж №: 63493394594DB,Платеж №: 63499922395DB,Платеж №: 63506571971DB,Платеж №: 63506715877DB,Платеж №: 63920094040DB,Платеж №: 63920942772DB,Платеж №: 63924885741DB,Платеж №: 63926617570DB,Платеж №: 63926991128DB,Платеж №: 63927476072DB,Платеж №: 63930158885

ети платежы они отказываются возвращать силаясь в правилах нет возможности возврата но и выводить я их не мог помогите пожалуста

I contacted the bookmaker and provided payments to them by mail, but they categorically refuse to give money, I even contacted the bank, they claim that the money is all credited to the casino, the fact is they simply don’t give money back

связывался с БК и предоставлял платежы им на почту но они категорически отказываются отдавать деньги , я даже с банком связывался они утверждают что деньги все зачисление в казино , факт один просто не отдают деньги

It is still a bit confusing. Do we have two issues here?

1) "On the 13th and 14th of September, I replenished the account with the site for 42 thousand UAH, having won 32 thousand UAH, after winning, problems began"

Have you received your winnings of 32K?

2) "on the 27th of September I also replenished the net by 24 UAH, but the money was all withdrawn"

Do I understand correctly that this is about a lost deposit? You deposited funds into your casino account but they were never credited accordingly?

yes, I won 32,000, but I could not withdraw them, the transactions were constantly rejected, on the 27th, I replenished the accounts, the transactions were successful because the checks arrived, but they did not enter the game account, but BC says that everything arrived successfully

так я виграв 32 тис але вивести їх не зміг операції відхиляли постійно , 27 числа я поповнював рахунки операції були успішні бо приходили чеки але на ігровий рахунок вони не поступили а в БК говорят що все успішно пришло

Could you please forward the payment receipt for your lost deposit? My email address is petronela.k@casino.guru.

How much is your active balance now, please?

Thank you in advance.

having thrown off the screenshots to you, the balance is active, I have already corresponded with the bookmaker, he claims that the money has come, but I’m still waiting for them, even the bank confirmed that everything is on the BC’s brush, I would even write a sting to the police, but I haven’t given it yet, I’m waiting for your help if you can’t help at least to return my own then I will give sapibo

вам скинув скрины , баланс активный , я уже переписывался с букмекером он утверждает что деньги пришли но их я жду до сих пор даже банк подтвердил что все на щету БК я даже жало бы написал в полицию но пока не отдавал жду вашей помощи если вы не сможете помочь хотя бы свое вернуть тогда подам сапибо

I have received two sets of receipts from you.

four receipts for 10,000 UAH each from September

two receipts for 9,000 UAH and 4,000 UAH from October

I'm sorry but I still do not understand what happened. The only receipt from the 27th of September is for 10,000 UAH. How is that connected with your previous statement, please?

"the money was not withdrawn, and in the end they disappeared from the net, on the 27th of September I also replenished the net by 24 UAH"

the money did not arrive in the game account after it was replenished, the bank assured that the money is already in BC

гроші не надійшли на ігровий рахунок після їх поповнення банк запевнив що гроші уже у БК

and the profit of 32,000 was not withdrawn back in September

а невиводився виграш 32 тис ще у вересні

how is my business, I'm waiting for answers and money

як там моя справа жду відповідей та грошей

I still don't understand from your screenshots which deposit transaction wasn't successful.

these broadcasts were successful in the bank, but they are not on the game balance

ці трансляції були успішні в банку але на ігровому балансі їх немає

I submitted applications to the police and the authority for the regulation of gambling games at BC, and they gave the opportunity to BC if 93% of the payments are returned, then the application will not be processed, pass it on to BC

Я подав заяви до поліції і органу з врегулювання азартних ігор на бк , і дали можливість для БК якщо 93% платежів будуть повернені то заявам ход не дадуть передайте це бк

Retronella, good evening, in such cases, the casino in Ukraine must return up to 93% of what the casino visitor listed, so the representative of the cyber police emphasized, so tell the bookmaker that the police are waiting for an answer on this case

Ретронелла добрий вечір , в таких случаях казино в Україні должно повертати до 93% того що перерахував відвідувач казино так наголосив представник кіберполіції тому передайте букмекерській канторі що поліція чекає відповіді по цій справі

I'm waiting for answers to my offer until the applications go through, then I will be able to return the money through the court, but the amount will be different

жду відповідей на мою пропозицію пока заяви не пішли у хід потом я і через суд зможу вернути гроші але уже сума буде інша

Dear Casino Guru, what's wrong with me?

уважаємий казино Гуру що там по моїй справі ?

the casino refuses to go to the meeting, let them at least return my money so that I do not contact the police

казино відмовляється іти на зустріч пускай хоть мої гроші вернуть щоб я не звертався до поліції

You still didn't specify which transactions weren't successful. This is the last call to mark those transactions on your forwarded screenshots, otherwise, your complaint will be closed. Thank you in advance for your cooperation and understanding.

did everything right??

все правельно зробив??

Player's additional comments:

"good evening Retronella, I made a decision if the Mostbet casino returns only two payments, I will not have two claims for 10 thousand and the case can be closed"

Player's additional comments:

"доброго вечора Ретронелла , я прийняв рішення якщо казино Мостбет поверне лише два платежа в мене до них претензій не буде два по 10 тис. І справу можна закривати"

None of those transactions were successful, is that correct?

yes

да

I understand now. Could you please advise why you kept depositing money if none of the transactions went through?

I was told that they would return

мені стверджували що вони повернуться

and now I understand that they won't go in on their own

а тепер я поняв що вони самі не вкрнуться

Petronela, will the payments be returned to me or not?

Petronela , а платежі мені повернуть чи ні?

Who promised you that payments will be returned? Have you saved this communication, please?

the payments were credited to the casino, but they are not on the account, the casino said that they will be returned, but they are not

платежі були зарахова в казино а їх не має на рахунку , в казино сказали що вони повернуться но їх такі немає

Your funds were credited to casino, but not to your casino account? Who promised you that payments will be returned? Have you saved this communication, please?

Dear grubikvova243,

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.