MostBet Casino - Player's self-exclusion request was ignored.

I begged for self-exclusion at this Casino, as shown in the prints below.

They did not self-exclude me and allowed me to deposit and spend an additional 600 euros after my request.

I demand a refund.

Thank you.

Hello Andreia2024,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with MostBet Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise when did you request for the exclusion for the first time? How long after that did you deposit? Is your account currently still open? Did you follow all the casino's request in order to exclude your account?

Looking forward to your answer.

Regards,

Nick

Hello,

According to the prints, I ordered on February 7th and did everything they asked.

I ordered again yesterday after spending €700.

I ordered again today after spending another €800.

finally today, after threatening to file a complaint, they closed the account immediately.

I've been asking since the 7th because I'm addicted and they let me deposit another €1500, all I had, I don't even have a cent to eat.

please remove them from safe casinos, they are true opportunistic thieves.

Mostbet continues to ease me into playing!

I can't take this anymore, I just want my money please.

Mostbet continues to send emails enticing me to play. They just sent one advertising Carnival. I'm trying to heal myself. Help-me

I just received another email from Mostbet to play.

I can't take it. HELP PLEASE

They continue to send emails and severely harm my health.

Why don't they do anything?

Why does Radka stereotype and marginalize people who admit they are addicted?

This is very serious!

This is the height of prejudice! "Addicted people act strangely"????

Does Casino Guru not advocate responsible gaming?

Radka can't stay here.

Hello Andreia2024,

Is there any way to provide an evidence which would prove the exact date of requesting for the self-exclusion from MostBet Casino?

Already sent. Follow again! Do you want to save time? Order on 06/02

The deadline is running out!

I hope they don't respond to me saying that the Casino hasn't responded and they are waiting.

If you didn't respond, it's downgrading their rating to very low and that's it!

Thank you Andreia2024 for all the information provided. I will now forward your complaint to my colleague Jozef (jozef.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

And they increase the response time by 6 days????

what answer did they give????

Are you going to let the deadline burn and give another innocuous answer?

Is there news about my 1500 euros?

I can now end my life, I am left with nothing. Casino Guru does nothing…

Shame! The casino guru himself lets the deadlines run out without responding

Dear Andreia2024,

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

Hadn't they already spoken to them?

Hello, Dear Andreia2024!

Thank you for letting us know about this situation. We are always striving to improve our clients' experience and help you. According to our rules, there is no timeframe for deleting an account at a player's request. Our support team handles inquiries in the order they are received and always tries to respond as quickly as possible. We have verified the information and would like to inform you that your account was successfully deleted on 11.02.2024 at your request. We have also submitted a request to the responsible department to remove your email address from mailings for clients.

Have a nice day!

Best regards, Mostbet.

They are liars!

I asked for self-exclusion because I was addicted on the 6th of February, in the meantime I asked several times and until the 11th they let me deposit and spend more than 1500 euros.

They knew I was addicted and they took advantage of it.

Will they return the money or not?

I even told MostBet that I was stuck and was going to kill myself!

They didn’t want to know!

They are criminals and inhumane!

Here is the printout of the order on February 6th:

MostBet is trying to reach me through illegal schemes! I just want my 1500 euros. I have a printout of the messages, I can send them.

Dear MostBet Casino team,

Thank you for your cooperation. Could you please explain why, if the player contacted you on the 6th of February, the account was only closed on the 11th and not sooner? Also, can you provide me with the chat transcripts and email communication you had with the player about account closure?

In my opinion, if there is no response from MostBet or refund of the money, they should lower the casino's rank

Hello, Dear Andreia2024 and Casino Guru!

We received a request from a player to delete account on 7.02.2024 (GMT+3). Unfortunately, due to the very high workload of our specialists sometimes the processing of requests takes some time. We are doing everything we can. The account was successfully deleted on 11.02.2024. We have sent other details of the case in private messages to the Casino Guru representative.

Best regards, Mostbet.

Does it take 4 days to self-exclude the player and let him deposit and spend 1500 euros?

Will they return the money?

Good morning,

MostBet itself sent an email stating that the amount deposited during the self-exclusion period was 1395 euros.

Why don't they return the money? They don't even respond.

Dear Andreia2024,

I have all the necessary information from both parties, but I require additional time to assess it thoroughly. I will bring this case to our council meeting and will inform you of our final decision afterward. Thank you for your patience and cooperation.

I am willing to make a deal, I will accept 1000 euros in refund and forgive the rest, as long as the transfer is made today and is an immediate transfer.

thanks.

How is it possible to keep a casino safe that doesn't even respond to you and we've been missing deadlines all this time without responding?

Good morning,

The deadline is running out again. There are no doubts, MostBet has already made me a proposal, I presented the counter-proposal and they stopped responding completely.

Why wait any longer to resolve it? I don't understand!

I am very distressed! I lost all my money at MostBet and after asking for self-exclusion.

It was 1390 euros after asking for self-exclusion.

And you let the response deadline end without doing anything??

Does Mostbet still have the same rating?

Dear Andreia2024,

Thank you very much for your patience during the resolution. We have reviewed all the information and unfortunately, I have to deliver some bad news. I sincerely apologize for the situation, but we believe that you are not eligible for a refund. While it would have been preferable for the casino support to respond more promptly, it would be ideal if their response time was immediate. The timeframe during which your account was closed is deemed adequate. I am very sorry but I am forced to reject your case.

You have every right not to agree with our decision. 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. Please note that this complaint will have an impact on their safety index on our website. Feel free to contact me if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru