Mobilebet Casino - Player's account is being checked and his withdrawal is delayed.

Hi,

My account here was closed for "routine check" 23. December. I then submitted documents to relevant department, been in chat 28th December and told that its being looked at, not its 5th Jan, still no update, and im sure they havent even started to look into my account. This is a significant amount for me and i would just like to withdraw this and never play on your site again...

Dear fabtan2001,

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

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

• Could you please advise how long have you been a player of the casino?
• 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 bonuses? 
• Could you please list which documents you submitted to the casino?

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 joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

Could you please advise how long have you been a player of the casino? - I did use the casino before, some years ago, got it re-opened 22nd or 23rd december, and account was closed due to "routine check" 23rd December.

What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) - Betting on sport

Did you achieve your current balance with the help of bonuses? - No bonuses where used to accumulate my balance.

Could you please list which documents you submitted to the casino? - ID verification, adress verification and verification regarding the e-wallet used, which was mifinity.

I apologize for the delayed response.

Thank you for your reply, fabtan2001. 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 focus on sports betting.

Please understand that if you only placed bets on sports betting and your account has been blocked, the casino probably detected activity that requires further investigation. Since we don't have enough insight into this field of online gambling, we wouldn't be able to interpret the casino's results of the investigation and/or their explanation correctly and judge this case fairly. We don't think that your complaint is unjustified, we just couldn't evaluate the issue properly. We would really like to help, but it is impossible for us this time.

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.

Dear fabtan2001,

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.