After losing his password in December 2023, the player from Russia contacted MostBet's support for a password recovery. Despite providing all the requested personal information, his access has not been restored for over four months, and his correspondence has largely been ignored.
MostBet Casino - Player lost access to his casino account.
Amount: 20,000 руб
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.
Case opened
Current status
Waiting for casino to reply
2d 11h 36m 16s
Case summary
4 days ago
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2 weeks ago
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
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2 weeks ago
Translation
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
Automatic translation:
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1 week ago
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.
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1 week ago
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!
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5 days ago
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.
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5 days ago
Translation
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
Automatic translation:
MostBet Casino has 2d 11h 36m 16s to reply
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