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I made my deposit I played and ended up taking 5109 BRL of profit I went to make the withdrawal and they refused 4 times I tried to talk to them and without reply, I decided to try to withdraw again and froze my account holding my money.

fiz meu deposito joguei e acabei pegando 5109 BRL de lucro fui fazer o saque e eles recusaram 4 vezes tentei falar com eles e sem resposta, resolvi tentar sacar novamente e congelaram minha conta segurando meu dinheiro.

Dear edmario,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you completed KYC verification successfully in the past? Please understand, without verifying your account, you won’t be entitled for any withdrawals.

Have you accumulated your winnings with or without active bonus? Have you withdrawn any winnings from this casino previously?

I believe we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

good afternoon i already sent the documentation but i did not get any answer, but i already made a withdrawal on the site previously in an account of my wife, and my earnings were not through bonus, i am waiting for the solution of my problem.

boa tarde ja fiz o envio da documentação mas nao obtive resposta alguma, e sim ja fiz saque no site anteriormente em uma conta de minha esposa, e meus ganhos não foram atravez de bonus, fico no aguardo da solução do meu problema.

Thank you, edmario, for your reply.

Could you please clarify what you meant by: "i already sent the documentation but i did not get any answer, but i already made a withdrawal on the site previously in an account of my wife"?

Do I understand correctly that you have withdrawn your winnings using a payment method which belongs to your wife? 

I sent my documentation for KYC verification to E-mail: br@mostbet.com

just as it was assigned to me by the website support to complete the verification however my account remains frozen so far and i have not received any response by e-mail informing whether or not they are checking my documents, i would like you to help me receive this money o as soon as possible and that my mostbet account was verified so that I can continue to bet without fear of yet another withdrawal freeze, Once again I am completely at your disposal so that we can resolve everything as quickly as possible, thank you in advance.

Enviei minha documentação Para a verificação KYC para o E-mail : br@mostbet.com

assim como foi endicado a mim pelo suporte do site para completar a verificação porem até o momento minha conta permanece congelada e não recebi resposta alguma por e-mail informando se estão ou não verificando meus documentos, gostaria que vocês me ajudassem a receber este dinheiro o mais rapido possivel e que minha conta na mostbet fosse verificada para que eu possa continuar a apostar sem medo de mais um congelamente de saque, Mais uma vez fico a total disposição para que possamos resolver tudo o mais rapido possivel, agradeço desde já.

Thank you, edmario, for your reply. Unfortunately, you haven’t answered my previous question.

Could you please clarify what you meant by: "i already sent the documentation but i did not get any answer, but i already made a withdrawal on the site previously in an account of my wife"?

What's the connection between your wife's account and this case?

My wife's account has nothing to do with this case, I just mentioned it because it was not a confirmed account either.

Could you please help me unlock my account?

Do you need me to unlock the account?

I already sent the documents by e-mail and a picture of me with the document, do you need me to do something else?

I am waiting for my account to be UNLOCKED and once again I am fully available for whatever is necessary.

A conta de minha esposa não tem nada a ver com este caso , so a citei porque tambem não era uma conta confirmada.

Poderia por gentileza me ajudar no desbloqueio de minha conta ?

Precisa de mim para desbloquear a conta ?

Ja enviei os documentos por e-mail e uma foto minha com o documento , precisa que eu fassa algo mais ?

Estou no aguardo do DESBLOQUEIO de minha conta e mais uma vez me coloco a total disposição para oque for necessário.

Does your wife have an account in the same casino as well? 

Yes, please stop messing around and I immediately unlocked my account,

The issue here and unlocking my account is not necessary to talk about something that has nothing to do with my account.

again i repeat.

need me for something related to "MY ACCOUNT?"

Do you need me to do something?

I just want to unlock my account, I don't want to know anything else unrelated to it.

And again I look forward to "UNLOCKING MY ACCOUNT"

I expect a positive return this time.

Sim, Por favor Pare de enrolação e desbloquei logo a minha conta ,

A questão aqui e o desbloqueio de minha conta não se faz necessário falar de algo que nao tem nada a ver com a minha conta.

mais uma vez eu repito.

precisa de mim para algo relacionado a " MINHA CONTA ? "

Precisa que eu fassa alguma coisa ?

Só quero o desbloqueio de minha conta não quero saber de qualquer outra coisa não relacionada a isso.

E mais uma vez fico no aguardo do " DESBLOQUEIO DE MINHA CONTA"

Espero um retorno positivo desta vez.

I’m sure you understand that I don’t work for Mostbet Casino, but as one of the Casino.Guru independent employees and professionals I’m trying to help you to clarify why your account got blocked. 

I have checked general terms and conditions and this is what I found https://mostbet.com/rules:

"MULTIPLE REGISTRATION

Every registered client can have only one account. When registering on the website, the following rule applies for: one family, one address, email address, credit/debit card number or IP address. The administration of the company reserves the right to request more precise data from the client (passport data, residence permit, registration) and to pass a video conference."

In a vast majority of casinos, players are only allowed to have one player account per casino. Opening more than one account per family, per household, per IP address is against the T&Cs, and duplicate accounts are generally closed after being discovered.

Could you please advise if you have redeemed any promotional offer when depositing funds into your account? Was yours or your wife's account fully verified previously? Looking forward to hearing from you.

I haven't redeemed any promotional offers so far, so does that mean that because I have more than one account even though I'm not verified, I'm going to lose my money?

Não resgatei oferta promocional nenhuma até o momento, então quer dizer que por ter mais de uma conta mesmo não estando verificada eu vou perder meu dinheiro ?

Was your wife's account fully verified previously? Was she the first one who has registered an account in this casino?

it was the first but it has not been fully verified yet.

ela foi a primeira porem tambem nao foi totalmente verificada ainda.

Dear edmario,

To conclude, you and your wife, you both have accounts in the same casino. None of them has been verified previously. Both have been created and used from the same IP address, home address and household.

Please understand, most casinos only check for duplicate accounts as a part of the verification process, which is generally done when a player asks for a withdrawal. That’s exactly what happened to you when you’ve requested your withdrawal. Since your wife’s account has been created first, yours were recognized as duplicate one and blocked immediately. This would happen to you in 99% of casinos.

Could you please advise how many times you have deposited funds into your account? Thank you in advance for your reply.

I deposited 2 times, does this mean that I will lose all my money?

depositei 2 vezes , isso quer dizer que vou perder todo meu dinheiro ?

Thank you very much, edmario, for providing all the necessary information. I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

does that mean i will lose all my capital?

isso quer dizer que perderei todo meu capital ?

Hello Edmario.

It's hard to say, but if you didn't take any bonus, then there is a chance that the casino pays you. I would like to invite the casino representative into the discussion. Can you please explain to us what's happened with Edmario's account?

They blocked my account permanently claiming that I heard fraud on my part, weak casino that can not stand to lose a micharia I will spread to all my friends and their friends who do not use this casino.

Bloquearam minha conta permanentemente alegando que ouvi fraude de minha parte, cassino fraco que não aguenta perder uma micharia vou espalhar para todos os meus amigos e amigos deles que nao utilizem este cassino.

We would like to ask the Mostbet 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’

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

I am very sorry Edmario that we were unable to help you. If you wish, you can contact me. I will help you submit the complaint to the regulator. (matej@casino.guru)

The casino can reopen this complaint anytime.

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

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.

Good afternoon, Dear edmario !

Your account was not used for more than 1 year. According to our rules point 4:

" If you do not use your gaming account for sports betting for more than 12 months, your gaming account is recognized as "inactive gaming account".

If the balance of the gaming account is positive, then no later than 28 days before the expiration of the 12-month period, you will be informed about the upcoming change in the status of the game account to inactive.

All inactive gaming accounts with positive balances are subject to a monthly 5 euros fee (or the equivalent of the account currency). "

Have a good day!

Your Mostbet

Dear casino representative,

Are you sure that the answer that you posted was for this case? Because the player is complaining that his account was suspended.

Dear Matej,

Yes, and we wrote the reason of suspension of player's account. Account was not used more than 1 year, that's why it was frozen, according to our rules' point 4.

Could you please give me some time frame about what happened? 

From what I know, this player, who played in the casino in 2020, won and tried to withdraw money, but his withdrawal attempts were unsuccessful, and his account was later blocked.

Dear Matej,

We once again checked information and found out that we conducted an interview with him on 26.12.2020 17:00,

after which his account was blocked due to the reason of multiaccounting (player has several accounts) which is prohibited according to our rules point 2.5:

"2.5. If there is a suspicion that a bettor commits the fraudulent actions against the betting company (multi-account, bets were made by the third parties, usage of software for betting automation, arbitrage betting, if the betting account is not used for betting, abuse of loyalty programs, etc.), the betting company reserves the right to prevent such fraudulent actions by:

cancelling the bets;

closing the client's account without a following refund;

reporting an instance of fraud actions committed by such client to the law-enforcement authorities."

Dear casino representative,

Could you please send me some supporting evidence regarding this case to matej@casino.guru?

Meanwhile, Edmario, could you please react and explain whether you had multiple accounts?

Dear edmario,

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, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.