HomeComplaintsMostBet Casino - Player’s account has been blocked.

MostBet Casino - Player’s account has been blocked.

Amount: ৳662,546

MostBet Casino
Safety Index:Very high
Submitted: 25 Dec 2021 | Case closed : 26 Oct 2022
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

1 year ago

The player from Bangladesh had their account blocked without further explanation. We closed the complaint as 'unresolved' because the casino failed to respond and even two weeks after the casino was notified about the player's complaint, there was no progress. Eight months later, we reopened the complaint as per the casino's request. We've been informed that the decision of the casino was based on a strong connection between the player's account and another gaming account, giving grounds for suspicion of a breach of the Terms and Conditions. The player did react to the allegations, however, did not respond to the asked questions. We closed the complaint as 'Rejected' because the player stopped responding to our messages and questions.

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2 years ago
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2 years ago

Dear Sujeeban,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you accumulated your winnings with or without an active bonus?

Would you be so kind and send me all the relevant communication between you and the casino so we can gather as much information as possible about the case? My email address is kristina.s@casino.guru.

Looking forward to hearing from you.

Best regards,

Kristina

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2 years ago
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2 years ago
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This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

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2 years ago

I’m very sorry but you haven’t answered any of my previous questions. Please check my first reply and try to assist. All requested information is essential if we wish to proceed with the case.


Additionally, I would like to point out that there is no need to repeat the same information over and over or send multiple identical emails, as we have to go through all of the information you provide and it slows us down. Your cooperation in this matter is highly appreciated. Thank you for understanding.


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2 years ago
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This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

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2 years ago

filefrom, Date.02 / 01/22

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Im mostbet play an screen sort game display


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2 years ago

Thank you very much Sujeeban for your reply. I will now transfer your complaint to my colleague Andrej (andrej.p@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 soon.

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2 years ago
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This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

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2 years ago
Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

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2 years ago
Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

Private
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2 years ago
Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

Private
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2 years ago
Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

Private
Private
2 years ago
Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

Private
Private
2 years ago
Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

Private
Private
2 years ago
Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

Private
Private
2 years ago
Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

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2 years ago

Dear Sujeeban,

I apologize for the delayed response. From now on, I’ll be taking care of your complaint. I’ll contact the casino and see if I can help.

 

I would like to invite Mostbet Casino to join this conversation.

Dear casino team,

Could you please clarify the situation and explain the reasoning behind the decision to block Sujeeban’s gaming account? Any relevant evidence can be forwarded to andrej.p@casino.guru.

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2 years ago
Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

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2 years ago
Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

Private
Private
2 years ago
Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

Private
Private
2 years ago
Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

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2 years ago
Translation
Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

Private
Private
2 years ago
Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

Private
Private
2 years ago
Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

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2 years ago

Dear Sujeeban,

Unfortunately, we still haven’t received a response from the casino. We will now try to contact the casino team via other means.

Thank you for your replies and for your e-mails. I need to point out that there is absolutely no need to send multiple e-mails containing information that you’ve provided previously. Please understand that it will only cause additional delays as all information you send over needs to be thoroughly reviewed.

Thank you for your understanding in this matter.

 

We would like to ask Mostbet Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close this complaint as ‘unresolved’.

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2 years ago

Dear Sujeeban,

Unfortunately, as we have not received any response from the casino, I cannot continue resolving your complaint and I’m forced to close it as ‘unresolved’.

I’m sorry I couldn't be of more help, but closing this complaint as unresolved will at least negatively influence the casino's rating and other players can read about your experience in our review.

There’s still the option to submit an official complaint to the casino’s Licensing Authority – Curacao Antillephone.

Please let me know if you decide to do so and/or our assistance is needed. My e-mail address is andrej.p@casino.guru.

The casino can reopen this complaint anytime.

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1 year ago

Dear all,

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties reach a fair conclusion.

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1 year ago

Dear Sujeeban,

According to the information the casino has provided us with, the casino’s decision to block your gaming account and void your winnings was based on a strong connection between your and another gaming account. Could you please advise if you’re aware of any of the members of your household or your neighbors creating a gaming account when connected to the same network?

Thank you in advance for your reply.

I’m setting the timer for 7 days.

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1 year ago
Translation

I am Nirupaya sir, I was sending a lot of information with you, but I did not get any help.


Automatic translation:
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1 year ago
Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

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1 year ago

Thank you, Sujeeban, for your response. We’ve previously closed your complaint as ‘Unresolved’ because the casino team was unresponsive. As indicated in my previous comment, the representatives of Mostbet Casino have recently contacted us and provided clarification regarding the casino’s decision in your case. Apparently, there’s a strong connection between yours and another gaming account registered at Mostbet Casino.

Therefore, could you please advise if you’re aware of creating another account at Mostbet Casino or of any of the members of your household or your neighbors creating one while using the same internet connection?

Thank you in advance for your reply.

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1 year ago

Dear Sujeebanchakma ,


We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame we will close this complaint as 'Rejected'.

Edited by a Casino Guru admin
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1 year ago

Dear all,

Unfortunately, Sujeebanchakma has stopped responding to our messages and questions. Without their cooperation, we’re not able to proceed with the investigation or suggest possible solutions.

Due to this reason as well as based on the information provided by the casino team, which indicates there’s a strong unusual connection between the player’s account to another gaming account, giving grounds for a suspicion of a breach of the Terms and Conditions, this complaint will be closed as ‘Rejected’.

The player can reopen this complaint anytime.

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