MostBet Casino - Player’s attempts to self-exclude himself have been overlooked.

Hello casino o guru I had open the account on most bet.com ... but it been 4 days I ask them on live chat to close my account as I have gambling addiction but they don't bother closing my account. They ask me to email support ghat I have done so many times but still they haven't close my account and this make me loose 5175 $ In these 4 days ... so I ask them to return this amount as u guys r not. Closing my account .. as I already told u guys about my gambling addiction so they said they will credit my account but still its been 2 days I haven't got the. Money in my account so I been your help here to get this sort out

Thanks I will be waiting for ur email

Thanks

Dear sunnykuk81,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward all the emails or screenshots showing that you have sent requests for the self-exclusion? My email address is petronela.k@casino.guru. Did you specify in those requests for how long you wish your account to be closed and clearly stated the reason why?

I have checked the general terms and conditions on the website, and this is what I found (here):

„Gaming account closure

If you wish to close your gaming account at MostBet BC , you can do this by contacting our Support Service. In most cases, you will have the opportunity to re-open your account. However , if you insist on permanent account closure, we will fulfill this wish, and your game account will be closed forever.

Self-exclusion

If you are concerned about your participation in gambling and, having thought about this situation, you feel that you cannot continue To spend time with us and spend your money, then there is a self-exclusion procedure.

Self Exclusion is a procedure, providing the voluntary establishment of a period of time, in which you will not be able to deposit funds and place bets on our site. This period can be set for a period of 6 months to 5 years. There is also the possibility of self-exclusion on an ongoing basis.

If you decide to apply self-exclusion, please remember the following key points:

- You will not be able to deposit funds and place bets on the MostBet website for the chosen period .

- Please note that the decision on self-exclusion is final. We will not be able to open your game account before the expiration of the selected period.

- For your protection, so that you cannot use our services during the self-exclusion period, we will close any other gaming accounts we have discovered. We are not responsible for any financial losses of the wager participants, who opened any accounts after they were self-excluded.

- If you have a positive balance in your account, you will be able to withdraw funds even after the self-exclusion.

- We ask you to update your contact details (address or phone number) in order to apply protective measures preventing new accounts with modified contact details to be opened. In case, when inaccurate or incomplete information has been provided, or your data has not been updated, we are not responsible for subsequent losses or other circumstances related to these actions.

You can activate the self-exclusion mode by contacting our Support Service.

The company MostBet, being a socially responsible gaming organization, will make every effort to ensure that your request about gaming account closure / self-exclusion from our site was fulfilled as soon as possible. However, depending on your chosen method of contacting us, it may take different time to complete your request. In this regard, the company MostBet shall not be liable for any financial losses incurred by any party before the closure of the account or the effective period of self-exclusion. Please note that closing your account / your self-exclusion will enter into its force only after you receive confirmation from our Support Service. If you find that the gaming account is not closed at your request or the self-exclusion does has not been satisfied, please contact our Customer Service by phone immediately, in order for the matter to be considered immediately."

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

Thank you, sunnykuk81, for the forwarded emails and screenshots. Could you please advise if your account is still accessible? Could you please forward a screenshot of your cashier history?

Yes it's still accessible they haven't close yet let me see and send u cashier history

They don't even have cashier history this casino is jokes they don't reply on chat so i don't know how to send u casino history

Thank you very much, sunnykuk81, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of Mostbet Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy" we keep on trying.

Hi sunnykuk81,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Okay thanks will wait for ur reply

Hi Dear sunnykuk81 !

Thank you for your feedback and the data provided. Your account has been deleted.

Have a nice day!

Sincerely yours, Mostbet

I need my money back as well till now I after email to close my account I deposit 6500$ .. so I need this money back because I email u guys so many times and ask live chat agent to close my account so many times but no one listen and reply .. so I deposit 6500$ after I email u guys to close my account and after complaining to casino guru u guys r closing my account but I email u guys 2 weeks ago to close my account .. so plz casino guru I need my money back from them they purposely didn't close my account and they never bother replying back because they see I am depositing money .. and finally wen I complaint about them now they closing my account .. so plz ask them to refund me my money as well that is 6500$ ..

Dear Mostbet Casino team,

may I kindly ask you to explain the delay in deleting the account? Based on the evidence from player, he contacted your support 10th of January, and he also did inform your live chat support about his gambling addiction first.

Hi Dear Jozef!

We couldn't delete account of player due to the technical issues on our site, several clients had the same problem, so it wasn't done for purpose at all. But we are not responsible for the bets placed by our customers, they are accountable for their actions themselves.

Have a nice day!

Sincerely yours, Mostbet

Did u guys ever email me about any technical difficulties.. you guys stop making excuses... and doesn't even make sense wat u saying ... I email u guys so many times and you guys never reply to any of my email and I ask live chat agent to delete my account multiple times but everytime they say we will trasfer you to other agent who can help me and they never do that and they stop responding .. this is all not true wat u saying and admit ur fault and return my money that I lost because of you guys fault ...

Hi Dear sunnykuk81!

We understand your feelings, but we cannot help you, as you used your money yourself, no one was betting from your side. Company is not responsible for the bets placed by our customers, they are accountable for their actions themselves.

Have a nice day!

Sincerely yours, Mostbet

Ohh ya wen a person is saying and keep on emailing and tell live chat ppl to close the account because I have gambling problem and you guys not responding nor closing the account purposely because u guys see that I am keep on loosing money ... and that's y I have to come and complaint in casino guru for this so after complaint u guys right away close my account .. y did u guys not close early my account so i would have save that money and not loose it . . wen I ask u guys so many times .. y only after complaing u guys taking action .. this type of casino should be ban in the gaming industry because u guys r not taking any precautions for the client and not using responsible gambling tool properly ... wen u see person keep loosing your eyes ears everything is close ... u don't think other person may be in debt and keep playing .. so casino guru plz look into this matter and I need my money back.. as u have seen they took so long to close my account and only after complaing they close my account and this is not right

Thanks will wait for ur reply

I am extending the timer by 7 days since I need more time for examination.

Okk thanks

Hello jozef any update?

Hello Josef can u tell me wats going on in my case thanks I will wait for ur reply

Dear Mostbet Casino team,

please, could you specify how long did it take to close player's account from initial request? May I kindly ask you for the disputed transaction history?

Hello Dear Jozef,

Client's account has been deleted on January 19th. Can you please specify what kind of transaction history is needed to show?

Have a nice day!

Sincerely yours, Mostbet

Dear sunnykuk81,

just to keep you informed there is still ongoing discussion with the casino representative hopefully soon I will provide you with more information. I am extending the timer by 7 days. I highly appreciate your patience.

Okk thanks will wait

Dear sunnykuk81,

thank you very much for your patience, our discussion is coming to an end in the next few days I will provide you with a final statement. I just need a few days more, therefore I am extending the timer one last time.

Okk Josef will wait for ur reply Thanks

Hello casino guru Any update Josef

Any update jozef

Hi sunnykuk81,

The last information I got is that the casino team is going to reach you very soon. Please, inform us when they do.

Sure I will let u know so they will returning all the money that I lost ..

Hello jozef no one reach me out from casino team .. can u plz ask them wen r they going to reach me as it's already so many days my Case hasn't been resolved

Thanks

Hello jozef , I am still waiting for casino to email me .. its been more then a month now .. can u plz ask them wen are they going to email me regarding my refund ...

Waiting for the reply

Thanks

Hello, dear sunnykuk81!

We wrote you a letter on March 10, please check your mail. We can provide a screenshot of the email. Sender: support@mostbet.com

Have a nice day!

Sincerely yours, Mostbet

Here is screen shot I am just attaching the screen shot of the email I send u today u guys can reply me back on that email and also plz attach the screen shot were u send me email on March 10th

Hello Jozef( casino guru) can u plz ask most bet ppl to email me as I have not recieve any email and its been so long and my case is still pending i email them today as well .. but haven't heard anything from them .. plz get this case resolve fast as it's been already more then a month now

Hello, Sunnykuk81!

I want to duplicate the text of the letter here:

Hello, dear Sunnykuk81!

We want to remind you about paragraph 20 of our rules "GAMING ACCOUNT CLOSURE AND SELF-EXCLUSION":

The company MostBet, being a socially responsible gaming organization, will make every effort to ensure that your request about gaming account closure / self-exclusion from our site was fulfilled as soon as possible. However, depending on your chosen method of contacting us, it may take different time to complete your request. In this regard, the company MostBet shall not be liable for any financial losses incurred by any party before the closure of the account or the effective period of self-exclusion. Please note that closing your account / your self-exclusion will enter into its force only after you receive confirmation from our Support Service. If you find that the gaming account is not closed at your request or the self-exclusion does has not been satisfied, please contact our Customer Service by phone immediately, in order for the matter to be considered immediately.

By registering, you agree to our rules.

We are very sorry that you suffered financial losses, but we cannot reimburse you for them.

Ready to help 24x7

Mostbet Support

E-mail: support@mostbet.com

Tel.: 8 (800) 5-111-499

Hello jozef plz tell me the next step were should I complaint about them because this is not right wat they saying .. even though i told them so many times there live chat ppl to close my account but they havnt done that and finally wen i complaint to casino guru they close my account they do that puposely ... so let me know wat would be my next step

Thanks will wait for ur reply or if I can sue there casino for my loses or complaint to different authorities

Hello jozef it's been so many days can u plz tell me wats going on now or can u tell me the further process in this case as u can see they r denying to return me my money as it's there fault I ask live chat ppl so many times to Close my account I email them so many times to close my account and they havnt done that in the end I have to bring casino guru in between .. then they close my account and that made me loose 6500$ .. and its not my fault wen I ask them and told them that I have gambling addiction but they don't do it purposely because they see player is keep putting money and they don't care these guys only care wen money keep comming in ... so plz let me know wat would be next step .. thanks will wait for the reply

Dear sunnykuk81,

thank you very much for your patience and cooperation in this case. The communication with the casino representative has reached its end. Unfortunately, I am not bringing good news. In casino.guru we consider responsible gambling issues very seriously. Based on the information provided, you clearly informed the casino about your gambling problem, and the casino team closed your account after 9 days. We believe the maximum acceptable period is 3 days from the initial request. Therefore, we are convinced that you deserve a refund of the deposits you made after the acceptable period. The casino team does not share our opinion, and they have made their final decision. 

Concluding the information above, I am forced to close this case as 'unresolved'. Another option is to file an official complaint at the licensing authority of the casino. I will gladly help you with it, you may reach me at the email address mentioned below. Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru

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 to reach to a satisfactory conclusion.

Hello, Dear sunnykuk81 and Casino Guru!

We apologize for the long response. We always strive to improve the experience of our clients and we are glad that we have the opportunity to resume the dialog and reach to a satisfactory conclusion. 

We would like to inform you that in this situation, we are willing to agree to the terms and conditions stated on Casino Guru website and pay the player sunnykuk81 compensation in the amount of 1995 Canadian dollars, as stated in the amount of this complaint. 

Dear sunnykuk81, if you agree to the compensation, please contact us here to finalize this complaint. 

Thank you and have a nice day!

Best regards, Mostbet.

Yes I will take the offer u guys can return me 1995$ cad ... let me know how u guys will pay me ...

Send me by etrasfer on sunnykuk81@gmail.com

Hello casino guru can u plz check wats going on in the case now .. and how long will it take for casino to send me money

Thanks

I will wait for ur reply

Dear Mostbet Casino team,

I believe we are close to reaching a resolution. Could you please inform us of when the player will receive the refund?

Hello casino guru as it's been 2 days I sent

Them my bank account info that wat they ask for.. now again they delaying and asking me some other payment methods

To pay me .. I told them intrac etrasfer they can do ... but I told them wen u guys ask for bank account info .I send u guys now why u guys need another payment method to pay me ... so can u plz ask them to pay me by wire trasfer though bank ...

Thanks will wait for the response

Hello casino guru its been 4 days now I email casino 2 times but they are not replying me .. can u plz ask them wats going on

Hello casino guru I been keep asking casino and you can u plz tell me wats going on .. did u talk to casino wen are they going to send me the money I also send them my bit coin info .. that wat they have on there site .. they pay in bitcoin but still no reply from there site .. so can u plz tell me wat would be my next step .. can I hire lawyer because I have all the screen shots if they don't pay me or send all the chat to there lisencing department .. plz let me know Thanks will wait for ur reply

Hello, Dear sunnykuk81!

We apologize for the long response. We have forwarded your request to the finance department, the request is in progress. We will get back to you via your contact email address as soon as we receive the necessary information.

Thank you for waiting!

Best regards, Mostbet.

Hello casino guru they just doing the time pass as I have trafer them my ustd wallet as well but they havnt trasfer the funds yet nor they reply to any email ... can u plz ask them wats going on ...on the last day they just message that our financial department is taking time ... wen they ask me for bank account I gave them but after 7 days they said we cannot trafer the money .. now they ask for usdt wallet that I already send them but still no reply ... can u plz step in and ask them y they not trsfering my money

Thanks

Will wait for the reply

Hello, Dear sunnykuk81 and Casino Guru! 

Thank you for waiting. We would like to inform you that the funds have been successfully credited to the player's account. We hope that our response will satisfy the complaint.

Have a nice day!

Best regards, Mostbet.

Dear sunnykuk81,

please, could you confirm?

Hello casino yes I got the payment .. but I had another complaing about most bet casino .. as I open the new account on there website with same email address and with same name .. they let me open the account and let me play as well and I lost another close to 3000$ ... wen they know I have gambling problem .. they never put my name in the system. Were they don't let me reopen the account .. and now I lost again 3000$ because of all this .. I want casino guru to step in and ask them to return my money which I lost because they never put my name in the system.. so I cannot reopen the account with same Email and with same name ...

And also for the future they ban my name in there casino and also my email ID as well ... so casino guru plz ask them to return me my money which I lost because of them again .. as they know I have gambling problems .. still they let me reopen the account with my same name and same Email ID..

Thanks I will wait for ur response

Thanks

Dear sunnykuk81,

Thank you for your patience throughout the resolution process. The initial issue in this complaint has been resolved and you have received the appropriate refund.

Regarding the new issue you mentioned in your last reply, I apologize for the situation, but I don't believe you are eligible for a refund. I have directly communicated with the casino representative, and based on the evidence provided, it appears that you did not use the same email address as your previous account. Additionally, you utilized the fast registration feature, which only requires an email and password. It was only later, after the account was already registered, that you provided your name and date of birth in your personal information. Therefore, I believe the casino should be given sufficient time to react and identify any similarities, especially considering that certain information, such as your address, was left empty. 

Concluding the information above, I am forced to close this case as 'rejected'. An alternative option is to file an official complaint with the licensing authority of the casino. I may assist you with this process, and you can reach me at the email address provided below. Feel free to contact me if you have any questions or require further assistance.

Since you have repeated issues related to problem gambling, I highly recommend you seek help in this matter. You can find useful info, here.

Best regards, Jozef

jozef.k@casino.guru