The player from Mexico had requested a withdrawal less than two weeks prior to submitting his complaint. The payment hadn't been processed yet. The player had expressed frustration over the delay and lack of transparency from the casino. According to the casino, the withdrawal requests had been rejected due to issues with the payment system. Despite trying to withdraw through a different account, the player's request was still declined. The casino had suggested that the player contact his bank for resolution. However, the player claimed that the bank hadn't placed any restrictions on his transactions. We had asked the player to provide evidence of this claim, but he did not respond. Consequently, we had to reject the complaint due to lack of further information.
MostBet Casino - Player claims that payment has been delayed.
Amount: Mex$84,000
MostBet Casino
Safety Index:Very highPlayer stopped responding
REJECTED
Case summary
Quite simply, my withdrawal requests are being declined without any justification. I have just finished their account verification process, which took more than 60 days. My account was only unlocked on 24/08/23, which is why I considered my previous complaint resolved. I thought I would no longer have any issues, but I was mistaken. I withdrew some winnings, reloaded my balance, etc. All was well for only 3 or 4 days. Now, for the past 3 days, my withdrawal requests are being declined without any explanation. As I had mentioned in the previous complaint, their technical support only keeps saying that we have to wait, but what are we waiting for? I request them to deposit my winnings and not give me any more excuses. It is worth noting that the bank account I registered with the casino is the same one I use for deposits. I have verified with the bank and there is no restriction that would prevent them from making deposits or transfers to this account.
Dear christianrodriguez,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
Well, you really have to be very patient, there are just several things that I don't understand about the behavior of casinos.
To deposit there is NEVER any problem, whatever method you want to use.
Now it is assumed that I have just spent more than 60 days doing their verification process (time that is extremely excessive) so there should no longer be any problem.
The bad thing about it is that they do not handle the information with transparency, they only argue that we have to wait and that is truly unfair and frustrating for the player since they act as judge and party. They simply don't want to deposit me but they don't tell me why?, they don't tell me when?, and so the days can go by and they argue the same thing: WE HAVE TO WAIT. and what can one do?...
Yes, many laws and regulations are needed for casinos in general.
Hello, Dear christianrodriguez and Casino Guru!
christianrodriguez, thank you for informing us about this situation. We checked the information, withdrawal requests are rejected due to problems on the part of the payment system. We recommend you to try again later or use another method.
Have a nice day!
Best regards, Mostbet.
Dear MostBet Casino representative, thank you very much for getting in touch with us.
Dear christianrodriguez, have you tried requesting a new withdrawal or using a different payment method?
The point here is not that their payment system has failed, logically all systems are susceptible to failure, the point is that it only fails with winning people, they are tricks that they use so that we cannot get the money and we lose it there again. It is about HONESTY, a value that in this casino they do not have. Why do your systems never fail when you go to deposit? There are no longer funds to check if your payment systems are already useful (which is most likely that since there are no more funds, magically THEY ARE ALREADY WORKING), which I do tell you They just lost a client.
Dear christianrodriguez, I truly understand your frustration. However, it's important to clarify that technical errors can occur with both deposits and withdrawals. These issues are typically not a result of any intention to inconvenience the players but rather a part of the complexities that may arise in online transactions.
Can you please advise if you tried choosing a different withdrawal method?
They know well that it does not allow withdrawal using another method, they immediately notify that it is not possible since the same method has to be used, (do you want me to look in which chapter of your rules you indicate it?). as well as being the same balance replacement account as the withdrawal account. I don't understand why they are still here being nice and on their platform with negatives everywhere...
The casino may decide which payment methods will be available for deposits and withdrawals. I am sorry but the players have no choice but to comply with the casino and choose one of the available working methods. So kindly allow me to ask you again, have the issues with your preferred payment method been resolved yet, or have you made a deposit with a different payment method?
It has already been deposited from another account and a withdrawal to the new account has also been requested. These continue to decline. Nothing more than, as always, what the casinos very kindly comment here has more credibility, I'll send them a screen to see if they believe so. Even if you have changed your account, they do not deposit you. 
You can clearly see that they are 2 different accounts. Greetings
Dear MostBet Casino representative,
could you please look into the case and specify why the player's withdrawal was declined?
Hello, Dear all!
We have received a detailed response from the financial department on this request:
"The client really made withdrawals to different details.
For example, to the card 0022********1145. At the moment of withdrawal to these details on the side of the payment system technical works were performed, so the withdrawal requests could not be processed. We recommended the client to try again to withdraw to other details, another payment system, another bank, change the method.
The client made a withdrawal request to card 0122********3519, but the card works through the same payment system and method, so this change of card could not solve the problem.
Then the client repeated the request for card 5256********1498. For this card we received a rejection on the attempt to send money from the bank.
The payment provider recommends that the client contact the bank that issued the card to resolve the issue."
We hope that our response will help to understand the situation and satisfy the complaint.
Best regards, Mostbet.
Thank you for your response.
Dear christianrodriguez, have you contacted the bank that issued your card 5256********1498 to see why the payment was rejected?
Dear christianrodriguez,
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.
I have already contacted the bank and they have not placed any restrictions on me. Even if I remember correctly, I had already explained it in previous comments.
What the casino should explain is the reason for the decline in withdrawals without looking for excuses. I repeat, because when you make a deposit, don't they cancel? They don't tell you to think about it several times. You can even deposit them in the little store on the corner, but to collect even papal blessings you have to.
Totally unfair, dictatorial and dishonest whichever way you look at it.
Could you please send me any evidence of the bank stating they have not restricted any transactions coming from the casino? If the casino has proof that the bank rejected the payment, there should be some statement coming from your bank as well. My email address is: veronika.l@casino.guru.
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