Mobilebet Casino - Player’s account has been blocked.

The casino in question closed my Game account without reason after the deposit, and they refuse to return the game account back, that is, they stole 5 euros from me, the amount is small but it shows that the casino does not play an honest game.

Dear RottaRottis,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you played any of your deposited funds, or your account was blocked right after depositing? Have you been asked to provide any personal documents to verify your account?

Furthermore, if there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

After the deposit, they closed my account, asked me to provide the necessary documents. I asked that they restore my account back, after that I will submit the necessary documents. Because after the deposit, closing the Game account and then asking for documents is not right, I only understand the request for documents before I can withdraw, but now in this situation I don't trust those crooks, that's why I won't DELIVER ANY DOCUMENTS until my Game account is returned. This, in my opinion, qualifies as a cybercrime....

These crooks won't even return the money to my account.

Thank you very much, RottaRottis, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) 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.  

Hello, RottaRottis,

I am sorry to hear about your situation. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Mobilebet Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Mobilebet Casino Team,

Could you please provide us with an explanation of the player's situation in more detail? What steps should the player take to get his account unblocked?

Thank you in advance for providing the information.

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.

Dear RottaRottis,

I was provided with the information that there is no balance on your casino account because you were likely able to play with the disputed funds, and lost them all.

Can you please confirm it?

I got free spins, I played them. But I didn't play with the deposited €5, the money was lost from the bank account...

How do you mean that "the money was lost from the bank account"? Can you please explain it in more detail?

The payment of 5 euros showed up in my bank account, but they came to the game account, but the Casino closed my account without any valid reason. If your help is of no use here, I will contact the police if necessary to clarify the matter, because it seems clear that the Casino does not follow the rules of the MGA license.

Hello, RottaRottis,

Thank you for the clarification.

I contacted the casino representative again regarding your deposit. Currently, I am waiting for the response. Once I have the required details, I will let you know about it, or the casino representative will respond directly here.

Dear Mobilebet Casino Team,

In the meantime, a casino representative account has been set up in our system. Can you please check my last messages on Skype and provide me with the required information regarding the player's issue?

We are looking forward to hearing from you.

Dear RottaRottis,

I received the information that your deposit has not reached your casino account.

Can you please ask your bank (or its Customer Support) about this payment and request a detailed investigation of this transaction? Was it really deducted from your bank account? In some special cases, banks can reverse a transaction, so, although you see it in your bank statement, it did not have to be deducted from your balance, and/or it was returned back.

Could you please also share with me a complete communication with your bank regarding this transaction?

Looking forward to hearing from you.

Let it be, the Casino in question tries to wash its hands of this mess... And puts the blame on the customer's neck. (Criminal Casino)

Unfortunately, I am afraid we cannot move forward without the requested information from your bank.

How do you imagine further help from us, please? Would you like us to close the complaint?

Dear RottaRottis,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or do not require any further assistance, we will reject the complaint.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru