After he lost his password in December 2023, the player from Russia had contacted MostBet's support for a password recovery. Despite having provided all the requested personal information, his access had not been restored for over four months, and his correspondence had largely been ignored. The player had confirmed that he played both casino games and sports betting without using any bonuses. After we had invited the casino to share their side, they explained that the player's account had been deleted in December per his request. They had guided the player to write an email to restore his account. Following the casino's instructions, the player's account had been successfully restored. The player had confirmed resolution and thanked everyone involved.
MostBet Casino - Player lost access to his casino account.
Amount: 20,000 руб
MostBet Casino
Safety Index:Very highCase closed
RESOLVED
Case summary
Dear RomanP,
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.
- Could you please advise if you’ve completed the account verification successfully?
- Which games you’ve been playing (live casino games, slots, or sports betting)?
- Were your winnings accumulated with or without an active bonus, please?
- If there’s any relevant communication, please forward it to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
Hello, I am sending you answers to your questions:
- I am confident that I have completed the account verification as nothing else has been requested from me. There was no check (verification) as such, because I just want to restore access to the account.
- In Mostbet I played in the casino and bet on sports
- When playing in casinos and betting on sports, I did not use bonuses, I only used my own funds
- Additional materials (entire correspondence, 10 screenshots) sent by email petronela.k@casino.guru
Thank you very much, RomanP, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Hello, RomanP!
Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.
I would like to invite the casino to give them a chance to explain their side of the situation.
Thank you!
Hello, Dear RomanP!
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.
Our team has contacted you via email and has already linked your phone number to your game account.
Now it is impossible to log in to your account because your game account was deleted in December by your personal wish.
To restore your account, please write to support@mostbet.com with a request to restore your account, specifying your game ID, full name and the date of deletion (if you remember it).
Have a nice day!
Best regards, Mostbet.
Thank you, Mostbet. I just wrote an email request for account recovery support@mostbet.com with all the information. Please note that I do not remember the date of restoration, since I DID NOT APPLY with a request to delete my account. Thank you, I expect prompt account recovery
Hello, Dear RomanP!
Thank you for providing data. We see that your account was restored on 15.05.2024. Please check and confirm that the issue has been resolved.
Have a nice day!
Best regards, Mostbet.
Access to the account has been restored. Please close the complaint as resolved. Thanks everyone!
Dear RomanP,
I'm happy to hear that your issue is resolved now.
I thank you for your cooperation and patience, 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.
Also, I would like to thank the casino for their assistance with the issue!
Best regards,
Pavel K
Casino Guru Team
