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Hello, I hope you're well and can assist me. The site Mostbet has blocked my account and is not allowing me to withdraw my money, more than 2000 MX, citing a rule. That's the only response I'm getting.

My account is blocked with no possibility of recovery according to rule 2.10. This happened after I completed the account validation steps.

The sportsbook reserves the right to delete the Customer's account or cancel some or all bets placed by the Customer, as well as to impose restrictions on the withdrawal of funds from the Customer's account or impose other restrictions at the sportsbook's sole discretion, if it is determined that:

At the time of betting, the Customer had information about the outcome (result) of the event.

The Customer was able to influence the outcome of the event by being a direct participant of the match (athletes, referees, coaches, etc.) or a person acting on their behalf in any other way.

The bets are placed by a Customer violating prohibitions established in Section 2.6 of these Rules.

The bets are placed by a group of Customers acting in coordination (syndicates) or a Customer acting in coordination with other Customers or third parties, even with the intent to circumvent the restrictions imposed by the sportsbook (any contractual agreement is prohibited).

The Customer has multiple accounts (multiple registrations).

In the sportsbook's opinion, the Customer has used software or technical equipment to automate the betting process, or used software that affects or is capable of influencing the betting process.

The Customer employed any fraudulent method to obtain information or bypass the limits and restrictions established by the sportsbook, as well as any external factor that, in the sportsbook's opinion, may be considered fraudulent or provide any unfair advantage.

The Customer participates in arbitrage betting.

The Customer has used multiple sessions (multiple simultaneous sessions from a single Account).

The Customer abuses loyalty programs or bonus programs.

The Customer has requested a chargeback (in accordance with international payment system rules) or refuses to make a deposit or to pay for the sportsbook's services or to bet.

The Customer carries out other actions that the sportsbook may consider fraudulent that violate these Rules.

They only argue this and that my account

I am unaware of their argument and this should be illegal; it is literally theft. I hope you can help me.

hola espero se encuentren bien y me puedan ayudar el sitio mostbet bloqueo mi cuenta y no permite retirar mi dinero mas de 2000 MX argumentando una regla y es lo ubico que contestan

cuenta esta bloqueda sin prosibilidad de recuperarse de acuerdo a la regla 2.10, esto fue después de realizar los pasos de la validación de la cuenta ,

La Casa de apuestas se reserva el derecho de eliminar la cuenta del Cliente o de anular una parte o la totalidad de las apuestas que haya efectuado, así como de imponer restricciones a la retirada de fondos de la cuenta del Cliente o imponer otras restricciones a la entera discreción de la Casa de apuestas, si se determina que:

En el momento de apostar, el Cliente disponía de información sobre el desenlace (resultado) del evento.

El Cliente pudo influir en el resultado del evento, al ser un participante directo del partido (atletas, árbitros, entrenadores, etc.) o una persona que actuó en su nombre y de cualquier otra forma.

Las apuestas las hace un Cliente que infringe las prohibiciones establecidas en el Apartado 2.6. de las presentes Reglas.

Las apuestas las hace un grupo de Clientes actuando de forma coordinada (peñas) o un Cliente que actúa de forma coordinada con otros Clientes o terceros, incluso con el fin de eludir las restricciones impuestas por la Casa de apuestas (cualquier acuerdo contractual está prohibido).

El Cliente dispone de varias cuentas (registro múltiple).

El Cliente, a juicio de la Casa de apuestas, ha usado software o equipo técnico para automatizar el proceso de apuestas, o ha usado software que afecta o es capaz de influir en el proceso de apuestas.

El Cliente empleó algún método fraudulento para obtener información o burlar los límites y restricciones establecidos por la Casa de apuestas, así como cualquier factor externo que, a juicio de la Casa de apuestas, pueda considerarse fraudulento o proporcione alguna ventaja injusta.

El Cliente participa en apuestas de arbitraje.

El Cliente ha usado varias sesiones (varias sesiones simultáneas desde una misma Cuenta).

El Cliente abusa de los programas de fidelización o de los programas de bonificación.

El Cliente ha solicitado la devolución del pago (de acuerdo con las reglas de los sistemas de pago internacionales) o bien se niega a hacer un depósito o a pagar por los servicios de la Casa de apuestas o a apostar.

El Cliente lleva a cabo otras acciones que la Casa de apuestas pueda considerar fraudulentas que infrinjan las presentes Reglas.

solo argumentan esto y que mi cuenta

Desconozco su argumento y esto deberían ser ilegal es un robo literal, espero me puedan ayudar

Dear mariokarim1109,

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

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked? 
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Did you achieve your current balance with the help of a bonus? 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello, thanks for your reply,

Could you please tell me how long you were a player at the casino and when exactly your account was blocked?

It was on December 5, December 2024, on December 9, they froze me to validate my account, I sent the requested papers, they scheduled a Skype call on December 25, which lasted less than 3 minutes and I was on hold, they never answered, I was the one who requested information by chat on January 2 and they tell me that my account was blocked with no possibility of recovery,

What games did you play to build up your current casino balance? (slots, live games, sports betting)

There were very few sports bets, my account was open for a very short time, I started with 1250 mxn as my initial deposit and reached 2100 mxn more or less.

Did you reach your current balance with the help of a bonus?

No

Hola, gracias por su respuesta,

¿Podrías indicarme durante cuánto tiempo fuiste jugador del casino y cuándo exactamente se bloqueó tu cuenta?

Fue el 5 de diciembre Diciembre del 2024 el día 9 de diciembre me congelaron para validar mi cuenta mande los papeles solicitados agendaron una llamada por skype el 25 de diciembre la cual duro menos de 3 minutos y quede en espera nunca contestaron yo fui el que solicite información por chat el día 2 de enero y me dicen que cuenta fue bloqueada sin posibilidad de recuperarse,

¿A qué juegos jugaste para acumular tu saldo actual en el casino? (tragamonedas, juegos en vivo, apuestas deportivas)

Apuestas deportivas fueron muy pocas mi cuenta estuvo muy poco tiempo, inicie con 1250 mxn mi deposito inicial y llegue a 2100 mxn mas o menos

¿Lograste tu saldo actual con la ayuda de un bono?

no

Hello, good morning, I am still waiting for your response, any other information you can provide, I am waiting. Greetings, have a nice day.

Hola, buen días, sigo en espera de su respuesta cualquier otra información que les pueda brindar estoy pendiente saludos excelente día

Thank you for your reply, mariokarim1109. I would like to emphasize that our forum Casino.guru deals with complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue if you only focused your game activity purely on sports betting.

However, I can recommend a few websites that might be able to help you. Please, let me know if you are interested in the list of these websites, and thank you very much for your understanding.

Hi, I understand, please send me the sites that can help me with my problem, thank you.

Hola entiendo si por favor pasame los sitios que si me pueden ayudar en mi casi gracias

Dear mariokarim1109,

Thank you for your understanding. I will send you the list of suggested websites via email after closing this complaint.

Due to the aforementioned reasons, this complaint will now be rejected. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.