MostBet Casino - Player’s deposit is uncredited.

I have sent 90,000 dividing 60,000 once and 30,000. Which are never credited.

after long conversation and numerous times of requesting they simply told, this deposit is already used by someone, which i didn’t shared with anyone except with mostbet agent.

i have clear evidence for it.

Dear kiran1040,

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. 

• Have you made any successful deposits before?
• Did you make these deposits via the cashier section in your casino account?
• Could you please clarify who this Mostbet agent is, how you met, and on which platform (live chat/email support, WhatsApp, Facebook, etc.) you communicate with them?

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,

Kristina

1. Yes i made lot of deposits
2. no
3. i made through WhatsApp upi payment and you can check attached screenshots for amount paid to them and i had conversation with on Telegram platform.
   

Thank you for your reply, kiran1040. Which payment method did you deposit with in the past? Did this agent assist you with all your previous deposits?

Could you please forward me all the relevant communication between you and the agent? My email address is kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Dear kiran1040,

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.

I sent you an email, please check and revert back.

Could you please clarify whether this person helped you to process your previous deposits?

Also, have you tried contacting the casino via other official channels such as live chat on the website or their email address? I checked the Contact Us section and there are other options:

https://mostbet.com/contacts

Dear kiran1040,

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 Kristina, yes they helped me to deposit lots of funds previously but this time that particular agent is tried to cheat me. Everytime used the same mode which is telegram and every times it is deposited. But that particular time, that particular agent may did the fraud.

But did you discuss this issue with the casino, for example, via their official email address?

Yes i connected with them through telegram live chat. And i also escalated this issue to country head for mostbet and they told the issue is being investigated and it will be solved soon, but no update yet.

Could you please provide proof that you deposited like this before? I will need everything from deposit receipts, and cashier/deposit history to all communication between you and the casino (please avoid sending the same screenshot(s) repeatedly).

Hi Kristina. I am attaching screenshot of deposit i sent and screenshot of coversation with agent about that deposit, which is delayed but deposited later.

Now you can check two screenshots that i will share you now. They told two different accounts two different times that my amount is credited to that accounts with same utr id, how can they credit same amount with same utr in two accounts?? Which is clear evidence for their lie.

Thank you very much, kiran1040, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello kiran1040,

It's Michal again, I have taken over this complaint as well. I have reviewed this case, I will contact the casino to shed more light on this matter.

I would like to invite MostBet Casino to join the conversation.

Dear MostBet Casino,

Could you kindly provide further clarification on the situation in question? I would like to understand how the same amount, with an identical UTR, could be credited to two separate accounts.

I'm looking forward to your response.

We would like to ask the 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 the complaint as ‘unresolved’ which may negatively affect its rating.

Hello, Dear kiran1040 and Casino Guru!

We are always striving to improve our clients' experience in dealing with any situation. This deposit was made over 6 months ago. We requested information from the finance department and will get back to you as soon as we have an answer. 

Have a nice day!

Best regards, Mostbet.

Hello, Dear kiran1040 and Casino Guru!

Thank you for waiting. We have received a response from the finance department.

Transaction UTR 413294577260 was credited to the game account 172050979 on 12.05.2024, as the request for deposit crediting to the payment system was made from this account. Since the request is unique, utr is issued strictly to the user in the payment system. Crediting to another game account may occur in case the user unintentionally has provided utr for deposit to third parties, and they in turn used the unique code and deposited to their account.

In order for us to sort out the situation and help, the player needs to confirm sending money to the details of our payment agent. To do this, please send a bank statement for the period of May 2024, when you sent money to replenish your game account. Send the statement in pdf format to us at sermsupport@mostbet.com.

Have a nice day!

Best regards, Mostbet.