MostBet Casino - Player's request for account closure ignored.

Hello Casino Guru Team,

I am writing to you to express a serious complaint regarding my player account at your online casino, registered on January 23, 2024. Despite my repeated efforts and clear instructions to permanently close my player account, I have found that my request has been ignored. Instead, attempts have been made to encourage me to continue playing.

After realizing that I was barely making any profits and continuously incurring losses, I sent an explicit request on January 28, 2024, demanding the permanent deletion of my account. This decision was the result of a well-considered and firm intention to stop gambling on your platform.

Contrary to my clear instructions and expectations, I did not receive any confirmation of account deletion. Instead, I was confronted with information and incentives to continue playing. I find these practices to be extremely misleading and unethical, especially in light of my explicit request for account closure at this casino.

Due to this situation and the fact that I continued to play because of your disregard and misleading incentives, I am requesting a full refund of all deposits made since my request for account closure. I consider this a fair compensation for the disregard of my instructions and the inappropriate business practices of your company. I simply did not want to play at such a casino anymore.

Account opened on 23.01.2024

I sent the request on 28.01.2024

Sincerely,

Erdalhan

Dear Erdalhan,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience.

First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances

(after the cooling off period and this cannot be done for players who are addicted/with gambling problem).

If you explicitly informed the casino you won't give them the reason for account closure, we don't think you are eligible for a refund of lost funds and we understand the efforts of the casino to keep you as a customer. If you believe you should be protected from gambling, I would recommend you request a self-exclusion from the casino due to a gambling problem and request to be unsubscribed from marketing communication in the casino.

I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool. 

This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Please let me know if you were able to request the self-exclusion from the casino.

Thank you very much in advance for your reply.

Best regards,

Tomas

Hello Tomas,

thank you for your prompt response to my complaint. I would like to emphasize once again that my main complaint concerns the behavior of Mostbet Casino, especially regarding how they handled my request to deactivate my account after I complained about their intrusive practices. Despite my explicit request via email to close my player account, and the subsequent threat to turn to the Casino Guru team should no action be taken, my concerns were disregarded. My issue here is not about gambling addiction.

I believe that a casino should respect the wishes of its players, especially when it comes to matters of personal boundaries and responsible gaming. Ignoring my requests and the lack of any response to my second email, in which I clarified that I would file a complaint if no deactivation occurred, demonstrates a clear pattern of disregard and poor customer service.

I hope the Casino Guru team can understand my situation and respond accordingly. I am firmly convinced that my complaint is justified and that an investigation into the behavior of Mostbet is necessary. I look forward to a resolution that emphasizes the importance of responsible gaming and respects the decisions of players.

Thank you for your support and understanding in this matter.

Best regards,

Erdalhan

Bekomme ich hier noch eine Rückmeldung, da mein Account noch immer nicht gesperrt wurde! Ich habe jetzt sogar absichtlich angegeben, aufgrund des Suchtes (stimmt nicht). Trotzdem besteht mein Account noch nach mehrmaligen Kommunikation. Nun möchte ich eine Rückmeldung von Casino Guru.

Thanks for your detailed point of view.

Explicitly refusing to give a reason for account closure is all the casino needs to keep your account open. If you wish to close the account our recommendation is to give a reason to the casino when requesting account closure.

Please keep in mind that accounts closed for any reason might be later reopened, and the casino has no obligation to refund you if you decide to deposit, unless you inform them about having trouble controlling your gambling. We also believe the player is ultimately responsible for their play unless there is an obligation from the casino to protect them. We believe casinos are obligated to protect players from gambling when they inform them about a gambling problem.

We can't help you ask the casino for deposit refunds based on reasons you cite in your complaint and if you wish to be protected, you should act according to my earlier advice.

Please let me know about your decision. I apologize for not replying sooner.

Hello, Dear Erdalhan and Casino Guru!

We are sorry that you have a negative impression of our service. We always strive to improve the experience of our users and deal with any situation. We have verified the information and would like to inform you that your gaming account ****** was deleted on 31.01.2024 after you contacted our support team. Please confirm that the complaint has been resolved.

Have a nice day!

Best regards, Mostbet.

Hello Mostbet Casino,

I would like to request a refund of my deposits made since the time I first repeatedly asked for my account to be deactivated, which was not done.

Regards

Thanks to Mostbet Casino for your reply and clarification.

Dear Erdalhan,

Since your account was closed only the issue regarding your deposits remains. As I explained earlier, we believe players are eligible for a refund due to a failed self-exclusion, not when casinos fail to close their accounts.

I recommend you take advantage of the self-exclusion tool I recommended earlier if you haven't done so already.

Due to the aforementioned reasons, 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 issues with any online casino in the future.