The player from Peru had his winnings of 580 PEN withheld by Mostbet Casino, who claimed a violation of rule 2.10. However, the player insisted that he hadn't committed any foul and, despite repeated requests, the casino refused to clarify which specific rule had been broken. The player's issue had been related to a sports betting game and he hadn't used any bonus. After the intervention of the Complaints Team, the casino had informed the player that his winning bet had been verified and credited to his account. The player confirmed receipt of his winnings, and the complaint was subsequently marked as resolved.
MostBet Casino - Player's winnings were confiscated.
Amount: 580 S/.
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
1 year ago
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1 year ago
Dear clustrep,
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. Could you please advise which games you focused on while your account was still active - slots, live casino, sports betting, etc.? Have you accumulated your winnings with or without an active bonus?
Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.
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
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1 year ago
Translation
Dear, I greatly appreciate your response, the problem I have in a sports betting game is that they do not pay me the prize and have it withheld, and in addition I have not used any bonus.
Communication by email and chat is the same response, they do not want to provide me with information about what is missing in my account. They just don't want to pay me the prize and I have committed a fault, they don't want to tell me what a fault, because I have not committed any fault and mostbet does not have any evidence that I have committed any fault.
Automatic translation:
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1 year ago
Thank you for your reply, clustrep. I would like to emphasize that our forum Casino.guru deals with complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue related to sports betting.
However, I can recommend a few websites that might be able to help you. Please, let me know if you are interested in the list of these websites, and thank you very much for your understanding.
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1 year ago
Hello, Dear clustrep!
We are sorry to hear that you have a negative impression of our service. According to the rules, some bets can be checked by our specialists. We have received information that your coupon 1297439601 has been calculated with the status "win" after verification. We hope that your complaint has been resolved.
Best regards, Mostbet.
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1 year ago
Translation
Thanks mostbet, thanks casino guru. They released my prize. I thank you. Where can I put the score
Automatic translation:
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1 year ago
Dear clustrep,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Kristina
Casino.Guru
