The player from Spain had faced difficulties with his account verification at a casino while trying to withdraw his winnings of more than 4200€ to his Bitcoin address. He had reported that the casino had sent the funds to an unrelated address and had not responded to his attempts to contact them. The complaint had been forwarded to the casino's security department for investigation. After a series of discussions, the casino confirmed that the player's account had been unblocked and the funds returned. The player had confirmed receipt of the funds and the issue had been resolved.
MostBet Casino - Player's winnings has been sent to another address.
Amount: €4,200
MostBet Casino
Safety Index:Very highSafety Index
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9.2
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
9 months ago
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11 months ago
Translation
After a period of gambling, I managed to win more than 4200€.
When I tried to withdraw my balance to my Bitcoin address, which I had used for the deposit, my account was blocked. They required multiple documents and fulfilled several demands before I could withdraw.
I sent them all the necessary documentation, including screenshots of my Coinex account, selfies, etc.
They kept asking for more documents, and I provided them all.
After a month of not receiving the payment, I tried to log in by changing the password to check the status of my money. I was surprised to find that they had sent all of my balance, in several installments, to an address unrelated to mine. (Which I had previously sent with the required documentation).
I continued to write to the chat and email and they still have not returned the stolen funds.
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11 months ago
Hello Tejada48,
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 since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? Does anybody else has access to your casino account or device you played from? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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10 months ago
Thank you Tejada48 for all the information provided. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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10 months ago
Hello, Tejada48,
I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite MostBet Casino's representative to join this conversation and participate in the resolution of this complaint.
Dear MostBet Casino team,
Can you please shed more light on the player's issue? What happened, and why did the casino send the withdrawal(s) to a different BTC address than requested?
If needed, feel free to send the necessary evidence to my email address (branislav.b@casino.guru).
Thank you in advance for providing the information.
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10 months ago
Hello, Dear Tejada48 and Casino Guru!
Thank you for letting us know about the situation. We always strive to improve our customers' experience and help you. We have forwarded all information about this case to our security department. We have received information that the client had a video call with our specialists on 08.01.2024. Our security department is investigating this case. This is a non-standard situation, unfortunately, its consideration takes time. For our part, our specialists are doing their best to help you. We will contact you as soon as we receive a response. Thank you for your patience!
Best regards, Mostbet.
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10 months ago
Alright, I understand. Thank you for keeping us updated, MostBet Casino team.
Feel free to share the result of the investigation once it is finished.
Looking forward to hearing from you.
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10 months ago
Translation
hello
Indeed, on 08/01/2024 I received a video call from the mostbet team where a girl asked me a series of questions and asked me to show my national Identity Document, which was correctly shown and demonstrating the veracity of my person as the account holder. , since said document has already been uploaded to the mostbet account application for correct verification of it.
But what we are discussing here is:
- You guys from mostbet, when I requested my money withdrawal for the month of October... in order to cash it out and do a correct identity verification, you asked me for a lot of documentation (including capture of Bitcoin deposit address), selfies, make a video call effective...video call that was finally made on 08/01/2024...why did they make withdrawals in the month of October to an account that was not the one sent and that, in the end, taking into account that video calls had not yet been made effectively? I remind you that, according to emails that I have saved, the video call was a necessary requirement for you for a correct identity verification and thus be able to make the withdrawal effective.
- Why did they make a withdrawal to a different bitcoin account than the one I PREVIOUSLY sent them? Did you verify the veracity of that person through the video call that you demanded from me to whom you sent the money? Because that is impossible, since at that time I was sending them documents and I was at the expense of that video call.
- IN SUMMARY, DUE TO AN ERROR IN YOUR PAYMENT DEPARTMENT, YOU MADE THAT WITHDRAWAL TO A WRONG BITCOIN ACCOUNT AND YOU DID CARRY OUT THE CORRESPONDING VERIFICATION CHECK TOWARDS THAT PERSON TO WHOM YOU SENT THE MONEY. YOU ARE SOLELY RESPONSIBLE FOR THIS ERROR AND I ASK YOU TO ASSUME THE SAME AND PAY ME WHAT IS MEANT.
Thank you very much for your attention and I hope for a response from both you mostbet and Guru.
I also inform you that I have many saved emails and documents that can prove what I said.
Sincerely, a humble player who only wants what is coming to him.
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10 months ago
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.
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10 months ago
Hello, Dear Tejada48 and Casino Guru!
Thank you for waiting! We have received the information of the checking results and we are pleased to inform you that the player's account has been unblocked and the funds have been returned to the balance. Dear Tejada48, please check and confirm that the complaint has been resolved.
Best regards, Mostbet.
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10 months ago
Thank you for the update, MostBet Casino team. Looks like good news.
Dear Tejada48,
Seems like there was a technical issue or a human error before.
Can you please check your casino account and confirm the above-stated?
Would you like me to wait and keep the complaint open until the disputed funds are completely and successfully withdrawn, or can I consider the issue resolved and close the complaint? Is there anything else I could help you with?
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9 months ago
Dear Tejada48,
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.
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9 months ago
Translation
hello, good afternoon
Indeed, THE FUNDS HAVE BEEN RETURNED AND THE ACCOUNT UNLOCKED since, as I have fought so hard here and demonstrated, apparently it was a human or technical error.
However, Mr. Guru, I would like to continue having the complaint open since I am having a lot of problems being able to make that withdrawal effective to my Bitcoin account.
It is true that they have paid me part of the money, specifically about 3,400 euros, but many of the payments are rejected and I have to keep requesting payments again and again so that they pay me some from time to time.
So I would like to keep this complaint open until I am paid in full.
That being said...I WOULD LIKE TO THANK BOTH THE MOSTBET TEAM AND THIS GURU APPLICATION, for the effort and work they are doing and that it seems to be on the right path to being resolved favorably.
Do not have any doubt that as soon as the entire amount of money is paid to me, I will put this circumstance in the reviews stating that the casino has resolved the matter and is a trustworthy casino.
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9 months ago
Great news, Tejada48!
Sure, I can keep the complaint open for longer.
Can you please provide us with an update on the disputed amount? Is there any progress?
Has the casino paid out any payments since the last update? What is the current approximate disputed amount that remains in your casino account balance?
Your withdrawal requests may be rejected due to the casino's withdrawal policy and limits.
I sincerely believe the remainder of your winnings will be paid out in full soon if it has not been yet.
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9 months ago
Translation
Hello Mr. Guru...I have to say that fortunately, although little by little it is already trickling down, all the money has been paid to me and it is currently all paid.
So luckily for everyone involved, the issue has been resolved favorably.
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9 months ago
What great news, Tejada48!
Thank you for confirmation and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.
Thank you, MostBet Casino team, for your help and cooperation!
Best regards,
Branislav, Casino.guru
