MostBet Casino - Player’s active balance has been reduced.

They took money from my account of which I have not authorized tomorrow I put the complaint they have scammed me

Dear Jaime,

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. Did I understand it correctly that you’ve been experiencing difficulties regarding unauthorized deposits? Was the money deducted from your bank account and credited to your casino account? Have you communicated this issue with your payment provider? If there’s any relevant communication, please forward it to petronela.k@casino.guru. Have you previously deposited funds into your casino account using the same payment method?

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

Dear Jaime,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

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

Hello Jaime,

Did I understand correctly that you’ve been experiencing difficulties regarding unauthorized deposits? Was the money deducted from your bank account and credited to your casino account? 

Look, they took my money with many transactions. I did not authorize. The bank tried to contact them but they did not want to return. And if money was taken from my bank account and they told me they would give me bonuses. But I did not play. I already interposed the request. Report to the police but they tell me that they cannot do anything since it is a Russian casino. At the time I already filed a claim and then I said that everything was fine. This happened because when I filed the complaint in 4 days, the money was returned to me. Everything was returned to me. Then I sent you a message saying that the casino was fine and they returned it to me. What happens here. That the one who returns the money is the bank but not the casino and they wait a prudent time I try to get my money back. By not recovering it, they charge me again, what was that I did not know. But the casino at no time put the will to solve anything at all. I hope you can help me thank you very much. I send any documentation that is requested.

By the way, I need to tell you that I previously entered money and I lost a lot there in that casino. And in those days I won something. And I collect it and there I win something all those money embezzlements appear. Before I was going well while losing so see how you can help me

Could you please forward a bank statement and mark which transactions are the disputed ones? Thank you very much in advance.

Could you please mark clearly which transactions were unauthorized?

. There is also the complaint aalli

All 10 transactions in the amount of €3,386 have been deducted from your bank account without your consent?

Say I don't authorize any and they don't give me any solution. There is a way you can help me, thank you.

If not authorize

I'm sorry, but I still don't understand completely. You didn't authorize any of those 10 transactions, is that correct?

Good morning. Exactly, I did not authorize any of these transactions. Results. Let me find out the next day in the afternoon. I filed the complaint and all I have not played or anything. I do not know if this will have any solution. and they didn't give me an answer

Could you please confirm that you haven’t provided access to your bank account to anybody else? Have you tried to communicate a possibility of chargeback with your bank? Please understand that it would be very difficult to prove that all the funds have been deducted from the account without your consent. Your bank account should be protected against this kind of events.

Look at me in my house my partner lives that she does not play in any of this and my 2-year-old daughter nobody else has access to my account, nobody has, although since this happened to me everything has changed everything. I returned the amounts with the complaint and that was returned to me but a month after returning it to me, I will charge it again since the casino does not want to return and they started a claim but they tell me that they can no longer do anything. That is why my delay and the claim now with you that I come, they tell me that they could kake me, sorry if it is badly written, but I did not do that if I played and I have several transactions with them but not of that caliber I never made those transactions .even if it is to be able to reach an agreement, help me talking to them, it is a lot of money please

I also wanted to comment on what the police told me when I went to report it. This usually happens, they saw the transactions and it is from several people with Russian names, they told me that it is very difficult that they can do something that I talk to them. Nothing to see if you can help me to claim. Help me find a solution, please, whatever would be well received from me, thank you very much

Thank you very much, Jaime, for your reply. I’m truly sorry, but I don’t see how we could help if the police weren’t able to. Have you received any official statement from the bank how the incident could happen twice? 

Hello the incident only happened 1 time nothing else. All those transactions were in a day there I sent you the complaint. Regarding the police, they only file a complaint, but from what they have told me, they don't take the time in the world to investigate. That is why I come here I thought that you are in charge of talking to the casino to act as an intermediary since I could not do it and since they also help here complaints that is why. But for what you answer me at no time did you talk to them I thought If you would help me since this is a lot and oh my it hurt me a lot, help me and talk to them thanks.

We will contact the casino, but before we do so, we need all the essential information from the player.

Have you received any official statement from the bank?

Not from a written paper. but if by phone. And personally that they have tried to recover the money but that the wed page is not willing to return, they say that I did that and that there is no doubt. I can not give you more information, I hope you can help me from swui, thank you very much

Could you advise if the funds are still untouched in your casino account?

I mean, if I can enter, I have not tried and in the casino or on my account it is still open this normal and on top of that you send me text messages about bonuses and games and that. And the transaction that I made does not let me see them

Is your casino account still accessible or it has been blocked?

Your account is still opened and the active balance is €0,06? Where are the funds which have been deposited through the unauthorised transactions?

The funds disappeared. I don't know that, they can give you some explanation and see what they say. Of course, I have played before then from there I have that left over

Could you please confirm the following?

• all the disputed transactions have been unauthorized
• all the funds have been credited to your casino account
• the casino account is still accessible
• all the funds have vanished without you placing a single bet

Thank you in advance for your reply.

No transaction authorizes. I imagine that the funds would be credited in the casino but they are gone, I never played them. I have the account open but I never tried to make any deposit. since what was stolen. the funds there is nothing at all they do not appear in my account. But I already answered all this, I don't know if there is a way to help me

As I mentioned earlier, since police and your bank haven’t been able to help you, I’m not sure how we could resolve this peculiar problem. The only possibility how to shed more light on this case would be contacting the casino. 

I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you best of luck.

The casino, oh my, ignores me. I already sent you emails, they were responding to me and that's why I sent the complaint I have no answer from them. Help me, the police tell me that being from Russia they can not do anything, that is, the complaint in the police was not worth anything.

Hello Jaime. 

I am sorry to hear about your troubles.

In your case there are two options what we can do.

Let's start with the easier one. I would like to invote the casino representative into the case.

Please explain to us what happened with Jaime's account and what's happened with the deposited money.

Hi there . First of all, I explained everything, sending photos, messages, and denouncing what happened to me. I played there, and I lost, I won, little more losses. What profits. So far so good, but suddenly he went crazy, he took away almost all my money, it is a very and important sum of money of which I never ever played anything. They told me that they could jake my account because I did not authorize that income or I played it, it's that simple, they keep all my money, mostbet does not answer the emails or give me an explanation, and that's why I came with you but please check that I already told everything that happened to me with tests and everything many Thank you

We would like to ask the Mostbet Casino to reply to this complaint. We are extending the timer by 7 days. 

Let's wait and see if they answer me ah my. By email I also tried to contact them and they answered the first the second I am still waiting for the answer see if x here they answer what they have scammed me thanks

Since we haven’t received any response from the casino regarding the issue, I would suggest the harder option - file a complaint to the licensing authority:

Please write an email to: complaints@gaminglicences.com

The complaint should contain:

1) Your personal information:

name (your first name, your last name and the middle name if you have it)

your country of residence

your age

2) Complaint body must include:

casino name and license (License No. 8048/JAZ)

your login (username) and email in an online casino (with which you had registered the account)

then describe what has happened as thoroughly as possible (including the sum of money you are challenging)

3) Attach to the email files (screenshot images or email correspondence) that prove you have already tried to resolve the problem with the casino.

Please let me know when you submit a complaint to the licensing authority.

Hello Jaime.

Please confirm that you contacted the licensing authority.

Nothing came to me, everything just came to me right now, I do it today, thank you very much

I am closing the complaint with the status: waiting for the decision of regulator.

Jaime: please contact me when the regulator sends their final answer (matej@casino.guru)

Maybe you should consult your case here: https://mychargeback.com/ because waiting for the regulator might be time-consuming.

Hello Jaime.

We hope you are doing well. We wanted you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.

If the Licensing Authority has resolved your case and ruled in your favor, we kindly request you to update your complaint within the thread. Alternatively, if the ruling favored the casino, your input is equally valuable. We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the Authority supports the operator.

Thank you in advance for taking the time to reply.

Dear Jaime,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi, I don't have any communication from the casino or anything else. The casino one day answered an email and told me that they are still working on it. I don't know anything about this for 1 year now

Dear Jaime,

I would appreciate it if you could confirm whether or not you have reached out to the casino's regulator.

Additionally, could you please share the original email you sent to them with me? I would like to review it to ensure everything is in order. (matej@casino.guru)

Thank you.

Dear Jaime,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear Jaime,

I didn't receive an email from you regarding your communication with the regulator. Without that email, I cannot proceed, and your complaint will be rejected.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.