The player from Poland enjoyed playing at the casino but faced issues with promised bonuses not being credited upon deposit and inadequate responses from customer support. Despite providing detailed explanations and screenshots, the support team continued to request the same information without resolving the problem. The issue was resolved when the player received a positive response from the casino's support service, leading to the successful activation of the bonus. The complaint was marked as resolved in the Complaints Team's system, and the player was encouraged to share feedback on the service.
MostBet Casino - Player is frustrated with customer support delays.
Amount: ??
MostBet Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 weeks ago
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4 weeks ago
Translation
The casino is good. I've been playing there for about 4 years. I've never had any issues with payouts. The problem is that the promised bonuses, which are supposed to be credited when a deposit is made, are not always applied. This might be due to technical glitches.
However, the customer support is the worst I've ever encountered anywhere!!! Not even once has my problem been resolved when contacting them. Recently, the casino sent me an SMS on my mobile number stating that I would receive 100FR upon making a deposit. The deposit was made, but I didn’t receive the bonus.
After contacting customer support, I explain the problem in detail with all the screenshots, and they promise to investigate. Then, a day later, they respond asking me to contact another part of their support team and send me a link where I need to write. I send the same detailed explanation and screenshots to this new address, but despite the lengthy response times, they still ask me to explain everything again as if they haven’t received my previous message.
It's like I'm communicating with patients from a mental institution.
It's been five days, and I still haven't received an adequate response. They just keep asking me for more information.
Please provide me with the contact information for the casino, so I can file a complaint about the customer support service. I can provide all the screenshots of my communications with them.
Automatic translation:
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4 weeks ago
Dear pavlikovandrij,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
Were there any instructions on how to activate the bonus?
Is it possible that you tried to activate multiple bonuses in a row?
Could you please share your bonus history?
Could you please share your communication with the casino regarding the bonuses? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots 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,
Dominika
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4 weeks ago
Translation
- At the moment I can provide you with a screenshot of the email with the bonus offer
And just recently I received a response from the support service:
/copy of letter/
Your request has already been forwarded to the technical department, where our specialists will carefully consider this situation. Please wait a little. We will definitely figure everything out.
__________________
It seems that before this 3 days, every day, I didn’t contact them at all)))
But usually things don't progress beyond this standard answer...
This is how they answer every time, and then there is silence.
Automatic translation:
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3 weeks ago
Translation
Thank you for your support and understanding. Today, for the first time since I contacted the Mostbet support service, they heard me and gave me a positive answer. If this had happened before, there would have been no complaints about the support service. I would like Mostbet to improve this service.
All you need is a professional support team, like on other online casino platforms. These issues should be resolved immediately.
Well, or at least let them teach their employees to read carefully what they write, and not just what is written at the end of the dialogue)))
Good things to come!
Automatic translation:
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3 weeks ago
Dear pavlikovandrij,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Dominika
Casino.Guru
