MostBet Casino - Player can't access the account.

Buonasera,

il giorno 27 Aprile 2024, ho aperto un conto su https://mostbet.com/

e ho versato 30 euro.

Quando cerco di accedere con mail e password ( da Loro fornita ) non mi fa accedere. Quindi procedo con il reset della password, ma non mi arriva mail il link via mail o il codice via sms sul cellulare, e quindi non posso procedere al reset della password. Ho scritto 4 mail all'assistenza ma nessuno mi risponde. il mio numero di conto e' ****** . Non mi fanno accedere ma comunque hanno preso i soldi dalla mia carta di credito. Ho chiesto il rimborso, ma nessuno mi risponde. E' veramente un sito truffa. Grazie per aiutarmi a trovare soluzione con questi truffatori.

Dear Lucos81,

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. 

• Do I understand there was no gaming activity on your account?
• When was the last time you were in contact with casino support and what was it about?

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

Buongiorno,

Li contatto tutti i giorni. Via mail non rispondono piu da una settimana e i contatti sono questi:

IT@MOSTBET.COM , ID@MOSTBET.COM , DATACHANGE@MOSTBET.COM

Mentre via chat, continuano a dirmi che verificheranno, mi hanno chiesto sempre le stesse informazioni, ma io ho preteso il rimborso di 30 euro.

Mai visto un sito di scommesse cosi scarso nell assistenza , ma sopratutto cosi truffatore.

Thank you very much, Lucos81, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.  

Hello there,

Thank you Lucos81 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask MostBet Casino for their help in resolving this complaint. Can you assist the player with the of the account?

Thank you!

Hello, Dear Lucos81!

We are sorry that you have a negative impression of our service. We always strive to improve the experience of our users and deal with any situation. When registering in one click, we warn players with a notification on the site that the data must be saved, as email and phone number are not linked to the account when registering in one click. 

We have sent a letter to your contact email requesting the data necessary to restore login to the account, but unfortunately, we haven't gotten the data from you according to the list. Please respond to this email and provide the necessary information. After linking the data in the game account, you will be able to log in to your account and use your deposit.

Have a nice day!

Best regards, Mostbet.

Buonasera,

purtroppo dopo tante mail e informazioni che vi ho dato 5 volte, non mi e' stato possibile attivare l'account.

Voglio sapere la procedura esatta per avere il rimborso di 30 euro sulla mia carta di credito.

Il customer service, mi ha chiesto copia della ricevuta dove ho pagato 30 euro , il giorno 27 Aprile 2024. Ve la ho inviata ma ancora non ho ricevuto il rimborso.

Grazie. Sto aspettando da 3 settimane.

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.

Ma stiamo scherzando ????

Mi devono restituire i soldi che mi hanno preso dalla mia carta di credito e stop

Hello, Dear Lucos81!

Unfortunately, we never received your response in the mail with the data needed to restore account login. Without sending us the necessary data, you will not be able to regain access and log in to your account. Earlier you have made a deposit to the game balance, the deposit amount is on the game balance. You need to access your account and wager your deposit, after that you will be able to withdraw your winnings. 

Have a nice day!

Best regards, Mostbet.

Dear Lucos81,

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.

Hello, Dear Lucos81!

According to clause 3.7 of our rules, the casino has the right at any time to request from the Client any documents proving his identity or any other of his data, in order to update the Client's data or to update information about the Client. By registering at our casino, you agree to these rules. 

Our specialists asked you for a list of data required to link your e-mail address and phone number to your account. In the reply letter you refused to provide the information. Unfortunately, without the necessary documents we will not be able to update the information in your player profile. 

Have a nice day!

Best regards, Mostbet.

Come usa i miei documenti personali il vostro sito MOSTBET ?

Quindi voi ricevete i miei soldi, ma non me li date indietro ?

come e' possibile ?

Siete solamente dei ladri

Dear, you can read how the casino manages your personal information in the Privacy Policy segment of the rules of the casino. (https://mostbet.com/rules) If you choose not to provide the necessary documents, I will take it as a noncooperation from your side and your complaint will be rejected. Thank you for your understanding!

Hello everyone,

My name is Kubo, and I will be taking over the resolution process for this complaint. Let me dive into the issue to understand it clearly and smoothly continue the investigation that my colleague Peter started. I am extending the timer by an additional 7 days to review all provided evidence and documentation related to this case.

Thank you for your understanding and patience.

Best Regards,

Kubo

Dear Lucos81,

Have you already submitted the documents requested by the casino?

Dear Lucos81,

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 this case further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

Best Regards,

Kubo