MostBet Casino - Casino ignores player's request for self-exclusion.

I have requested self exclusion via chat, and as well as email with follow ups at the following times:

1. November 19, 2023
2. December 8, 2023
3. December 14, 2023

I have received no response to any of my emails, and my account is still active. I have lost hundreds of dollars since my original request.

Dear jonnotron,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I believe you clearly expressed the reason behind the self-exclusion request and your account should be closed immediately.

Could you please clarify the dispute value (Can$500)? Is this the amount of money you deposited since you've requested the self-exclusion from the first time?

Have you recently contacted the casino regarding this issue? If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

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,

Kristina

Hi,

The number is an estimate. Mostbet does not have a method to review deposit history. December 14th was my last contact with Mostbet.

Thank you very much, jonnotron, for your cooperation. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Ok, thank you

Dear jonnotron,

I truly appreciate you sharing your experiences with the Casino Guru team. We will now proceed to reach out to the casino.

Sounds good, thank you Jozef

Hello, Dear jonnotron!

Thank you for letting us know about this situation. We always strive to improve our customers' experience and sort things out.

First of all, we would like to inform you that the your game account was successfully deleted on 12.02.2024.

We have verified the information, indeed, requests for self-exclusion were received via email. There has been a mistake on our part, appropriate work will be done with the operators. The workload on operators is extremely high and unfortunately sometimes mistakes happen. As compensation we are ready to make a refund for the amount lost since the request for account deletion. We have send a request to the technical department for verification to establish the amount and will get back to you as soon as we receive a response. Thank you for waiting!

Best regards, Mostbet.

Thank you for your response! When can I expect a resolution?

Hi, what is the status of this?

Dear MostBet Casino team,

Thank you for your cooperation. Please, is there any update about the refund?

Hello, Dear jonnotron!

Thank you for waiting! The check showed that the amount corresponds to the value of the dispute and we have decided that we are ready to make a reimbursement of the amount claimed in the complaint. We have sent you an email to your contact email for more details. We will be waiting for your response!

Best regards, Mostbet.

Thank you! When can I expect the money to be sent?

Hi, I havent heard anything yet, so just following up again.

Hi @jozef,

I am still waiting for the fund to be sent. Can you please provide an update?

Hello, Dear jonnotron!

Thank you for waiting! We have received information that the transaction was successfully completed. We have also informed you about it by mail. Please, confirm that the complaint has been resolved.

Best regards, Mostbet.

Dear jonnotron,

please, can you confirm?

Hello, yes it has been received. Thank you!

Dear jonnotron,

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, jonnotron, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards, Jozef