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I am trying to withdraw my funds, but all my requests are being rejected. When I try to contact Support, they say it's a system instability and they're working on it, but they never give a timeframe. I want to know when I will be able to retrieve my money.

Estou tentando sacar os meus fundos mas todas as solicitações são rejeitadas. Quando tento entrar em contato com o Suporte, eles falam que é uma instabilidade no sistema e que estão resolvendo, porém nunca dão um prazo. Quero saber quando conseguirei resgatar meu dinheiro.

Hello nathalia_rg,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with MostBet Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• Did you accumulate your winnings with real money or did you use a bonus?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi Nick, here are the answers:

• Yes, my account is verified - they just ask to verify phone and email. Since Tuesday.
• I have accumulated with real money.
• I've spoken to the casino several times, the last time yesterday, always to talk about why the withdrawal was rejected. They say it's an instability and there's no timeframe to resolve it. I've already made 3 withdrawal requests and they've all been rejected for the same reason.

Olá, Nick, segue as respostas:

• Sim, minha conta está verificada - eles pedem apenas para verificar telefone e e-mail. Desde terça-feira.
• Acumulei com dinheiro real.
• Falei com o cassino diversas vezes, a última foi ontem, sempre para falar sobre o motivo do saque ser rejeitado. Eles falaram que é uma instabilidade e não tem prazo para resolver. Já fiz 3 solicitações de saque e todas foram rejeitadas por esse mesmo motivo.

Hello, any feedback on the case?

There have already been 5 rejected applications.

Olá, algum retorno sobre o caso?

Já foram 5 solicitações rejeitadas.

Hello nathalia_rg,

I would recommend completing the full verification process, as phone and email verification are rarely sufficient for processing a withdrawal. Please contact their email support to obtain further details and begin the process as soon as possible.

Once you receive a response, kindly forward the communication to nikolas.b@casino.guru.

I’ll await your update.

Regards,

Nick

Dear nathalia_rg,

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.