MostBet Casino - Player's account has been closed.

Hello, my account 21958217

after tons of verification including Skype talking with the team , my account got closed with my money inside ( deposit+winnings)

I did nothing wrong but playing some casino games and some bets and they took every possible document from me for verification, then Skype talking at camera, I provided everything and still they wrote that they closing my account without a refund

this was their message to me:

Dear, client!

Unfortunately, the verification of your account revealed certain violations, which are described in clause 2.5, namely: "If there is a suspicion that a betting participant commits fraudulent actions against a betting company, the betting company reserves the right to prevent such fraudulent actions by closing the client's account without a refund."

In accordance with the established rules, the company is not required to provide any evidence (note, suspicion is enough). For our part, we do not limit ourselves to mere suspicions, but are guided in our decision-making by multiple factors that together allow us to build a general picture of what is happening. The details of such work cannot be disclosed for obvious reasons.

By registering on our site, you automatically agree to the rules and thus accept absolutely all the points contained in them. The only advice is to get acquainted with the rules before registering and on the basis of this to make a decision about what to build a game strategy. The choice of the BC is always left to the player.

Have a nice day!

Your Mostbet

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We are sorry to say, but your account was closed according to our rules 2.5:

"If there is a suspicion that a betting participant commits fraudulent actions against a betting company (multi-account, multi-session (several simultaneous active sessions of one account), bets were made by third parties, the use of betting automation software, playing in arbitration situations, bets are made in order to exceed the limits set by the company if the gaming account is not used for betting, abuse of loyalty programs, etc.), then the betting company reserves the right to stop such fraudulent actions by:

cancelling the bets;

closing the client's account without a following refund;

restrictions on withdrawal of fund".

please help me. it is unbelievable these days for bookmakers to just rob people from their money even after documents,selfie and video verification!!! they didnt pay me my deposit and winnings neither and never explained me what did I do wrong? it was my one and only account there, never used any software, did literally nothing wrong, provided every document and did skype video verifitcation and yet still account got closed literally without explanation cause they just send some cut from their t&c and thats it.

Dear szczerkos, 

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. Is there any chance that someone from your household or using the same IP address has also created an account at this casino? Could you please advise if you have passed the KYC verification? Have you accumulated your winnings with or without an active 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, 

Veronika

Hello there. Let me answer those questions.

1. No one from my household used same IP at this casino, only me from my household has account there and this is my one and only account.

2. Yes I did send them all documents they wanted and even did video verification via Skype where they asked me bunch of things and I replied them all for them. It was said by them that KYC is done.

3. I didn’t use any bonus. Played only for my deposited own money.

Waiting for your reply. Thanks!

Would it be possible for you to send me the video of your Skype call with the casino? My email address is veronika.l@casino.guru.

Hi, sent you an email, please check.

Dear szczerkos, thank you for the email. I apologize but we regret to inform you that we cannot assist you with your request. As it has been more than two years since the initial request was made, we are unable to proceed with an investigation. This is considered a "cold case", and our policy dictates that we cannot pursue issues that occurred over a year ago. The gathering of evidence and construction of a timeline would be extremely challenging, if not impossible.

Due to the aforementioned reason, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.