The player from Italy had requested a withdrawal less than two weeks prior to submitting the complaint. The payment hadn't been processed at that point. The player clarified that the issue wasn't about a withdrawal but about a coupon win that the casino initially refused to pay. The casino reviewed the case and confirmed that the player's coupon had been unfrozen and calculated as a win. The player confirmed receipt of his winnings, and we subsequently marked the complaint as 'resolved'.
MostBet Casino - Player claims that payment has been delayed.
Amount: €450
MostBet Casino
Safety Index:Very highSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
5 months ago
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6 months ago
Translation
They are refusing to pay me for the following reason:
Your coupon is frozen under clause 2.10
The betting house reserves the right to verify the player's account for as long as necessary to identify instances of foul play or eliminate suspicions of foul play. Typically, this verification period is at least 60 days from the moment suspicions of foul play arise, but can be changed by BQ's decision to decrease or increase it, depending on the complexity of the case.
they have claimed, without proof, that I am cheating.
Automatic translation:
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6 months ago
Dear suguiguiloko,
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
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6 months ago
This is not about a withdrawal is about a coupon win that they refuse to pay
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6 months ago
Hello, Dear suguiguiloko and Casino Guru!
Dear suguiguiloko, we are sorry that you have a negative impression of our service. Indeed, some coupons may be handed over for verification under clause 2.10. We checked the information and would like to inform you that your coupon 1301560265 has been unfrozen and calculated with the status "win". Please confirm that the issue has been resolved.
Best regards, Mostbet.
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5 months ago
Dear suguiguiloko,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Kristina
Casino.Guru
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