The player from Brazil had faced difficulty in withdrawing winnings due to recurring site malfunctions and suspicions of fraud. The casino kept asking for multiple proofs of identity and address. She was able to withdraw 9500 reais once but has been unable to since then. Despite our efforts to understand and resolve the situation, the player did not respond to our inquiries. As a result, we were unable to investigate further and had to reject the complaint.
MostBet Casino - Player has difficulties withdrawing winnings due to suspicious activity.
Amount: 246,489 R$
MostBet Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
9 months ago
Public
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10 months ago
Translation
Goodnight
My experience at the house has not been favorable at all.
I was able to deposit normally, with this deposit I took a risk on the moves and got a big win... so far I'm very happy with my luck.
The frustration started when I started trying to make withdrawals.
At first the site was down for me.
I contacted the support team and they said there was a suspicion of fraud on my account.
The website came back, I tried to make withdrawals, I couldn't.
They sent an email asking for ID, CPF. Driver's license and proof of deposit...I sent them as requested in the email.
After that, I made a withdrawal of 9500 reais, deposited into my account smoothly.
After that the site was down again.
I contacted chat and said they again suspected fraud.
The website came back the next day and I tried to make the withdrawal again.
It was refused and the site would go offline when attempts were made to make new withdrawals.
I received the email that says about sending photos and selfies with a credit card, I thought what if I didn't use a credit card to make deposits on the house. Hoping to be able to make withdrawals, I sent it.
Even so, I was unable to make new withdrawals.
Today I received a new email asking for proof of address, water or electricity bill.
I can't understand these requests for documents every day, it makes the process slow.
So far I have not been able to withdraw my funds.
My mostbet id: ******
Edited by a Casino Guru admin
Automatic translation:
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10 months ago
Dear renatatiemi3,
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.
- Was the voucher you used to deposit in the casino bought with a credit card?
- Could you please forward the email with the accusations made against you to my email at tomas@casino.guru? Alternatively, post the screenshots of it here.
- 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 a bonus?
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
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10 months ago
I can't see any mention of accusations of fraud in the screenshots you provided. Could you please send me the correspondence in which the accusations are made? Send the information to my email at tomas@casino.guru
Thanks in advance for your cooperation.
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9 months ago
Dear renatatiemi3,
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.
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9 months ago
Translation
Good morning
I was unable to make my withdrawal nor did they send me another document verification email
Automatic translation:
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9 months ago
I am sorry but you haven't responded to my questions.
To proceed further with your case please respond to my questions:
- Could you please send me the correspondence where the casino makes any reference to fraud? Send the information to my email at tomas@casino.guru
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
