MostBet Casino - Player suspects funds were stolen from his account.

I'm asking for help in recovering the money that was stolen from my mostbet account. I have been asking mostbet for assistance since yesterday and I haven't received any help so far. I suspect that a mostbet employee may be responsible for the theft.

Dear Kataug2941,

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

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long have you been a player of the casino and when exactly you found out about your missing balance?
• Is your casino account currently accessible to you?
• How much was your balance before and after the incident?
• What games did you play to accumulate your balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with an active bonus? 

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,

Tomas

1. About 2 years ago, I found out on the night of October 22/23

2. I don't have access to my account.

3. The last deposit was from my card on October 22 at 4

last number 2820 for the amount of PLN 40 without bonus, I am attaching the screenshot,

I played slot machines and in the endorphina - royal x-mass slot I won about PLN 1,600. When I wanted to make a withdrawal, I received information that I had to enter a confirmation code sent to my phone number, which was not my phone number, I went to my profile to update my phone number, no I could update it, so I asked for an update in the chat support, and that's why my suspicions fall on someone from Mostbet casino support. I provided my current phone number and then the agent wrote to me that he couldn't help me and gave me a Gmail address for customer service. I sent them an @ to ask them to change the phone number in accordance with the instructions from the chat agent. because someone from the staff was supposed to contact me. After some time, I received a message on Whatsapp from Mostbet support, (I am attaching a photo of my profile from before the theft of my money and after the theft until now. The message started with the sentence Hello, dear customer, you requested a change of phone number, during the further conversation I was asked for personal documents to verify my identity, it did not arouse my suspicions because it is a normal procedure in casinos and the agent informed me that during verification there may be problems with logging in to the account and it may take a while.

I wanted to check the verification progress and realized that I couldn't restore the mostbet website and other websites were opening and after a few hours I logged in from another device and it turned out that I couldn't log in, my password had been changed, when I tried to recover my password I didn't receive the verification code in my Gmail. , and no information about an attempt to change the password. Finally, after a few hours, I managed to log in using my Google account and then I noticed the account balance was PLN 0.40 and there were two withdrawals in my transaction history:

22/10/23 at 20;50 for the amount of PLN 649 and 20;50 for the amount of PLN 961 to a credit card with initial numbers 532154 and ending numbers 9036

Panicked, I was sure that the thief had stolen my money and also my personal data, I asked for help on all customer support channels, asking for help because I realized that apart from the money, the thief had stolen all my data, the staff ignored me and blocked my account. Therefore, please check the details of the card to whom it is issued because I am afraid that someone has my details.

I am waiting for quick information and thank you very much for your willingness to help.

I held off on sending any attachments with this message because I want to make sure you don't share them publicly

Catherine

Thanks for the explanation.

Regarding your bank details, I would recommend you contact your bank as soon as possible for the possibility of misuse.

• Could you please advise if you previously verified your account in the casino?
• Could you please confirm you haven't given access to your casino account to a third party?
• Please send me your communication with the casino regarding the issue at tomas@casino.guru

Good morning, I don't know if you receive my e-mail because I sent what you asked for. If not, can I send it from another mailbox?

I verified the angle when registering around 2021

Did you find out what card the last two withdrawals from my mostbest account were sent to?

I'm sending photos of these withdrawals, I took them when I managed to log in from another device, now I can't do it anymore

Thanks for the emails you sent.

• Do I understand correctly that you attempted to request a withdrawal, but due to an old phone number associated with your account you weren't able to do so?
• Is the card on the screenshot not one of your older cards, you might have used to deposit in the casino in the past?

I'll await your response.

The card in the photo does not belong to me, I have never had such a card. My money was paid to this card in two installments: PLN 961 and PLN 649. Someone did it at a time when I couldn't log in to my account

Thank you very much, Kataug2941, for providing the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@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 Kataug2941,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite MostBet Casino to join the conversation and participate in the resolution of this complaint.

Dear MostBet Casino,

Can you please provide some insight into what has happened with the withdrawals?

Kind regards,

Adam

Hello, Dear Kataug2941 and Casino Guru!

We are sorry to hear that you have a negative impression of our service. The account was frozen on 23.10.2023 at the request of the player, due to the fact that the account fell into the wrong hands. In accordance with clause 3.7 of our rules, the Bookmaker Company has the right to request documents from the player and conduct a video interview to verify the player's actions in the account.

We have received information from the security department that unfortunately the client did not provide all the necessary data to schedule a video interview and therefore the client was not video interviewed. Dear Kataug2941, the email from id@mostbet.com was sent to you. Please send the necessary data in the reply email so that the staff can schedule a date and time for the video interview for you.

Have a nice day!

Best regards, Mostbet.

Thank you for the information, MostBet Casino.

Dear Kataug2941,

Have you received the email mentioned? Please let us know when the requested information has been provided for verification.

Kind regards,

Adam

Yes, I received such a message yesterday, but I sent the documents for verification and several times earlier, now when I forwarded this matter to you, they want me to send them my documents again, I would like to remind you that my account was verified earlier. No one from MostBet Casino has answered me yet what happened to my money. Now they want to verify the card with which I made the deposit, but when they withdrew my money to a card that did not belong to me, they did not need verification.

I don't think verification is necessary at the moment, since I had it verified, I want them to give me my money back and that's the end of my unpleasant adventure with MostBet Casino,

My account was frozen when I finally managed to contact Mostbet and it was after someone had withdrawn my money, I did not ask for the account to be frozen. An employee of MostBet Casino did it himself, now I think it was on purpose to make it even more difficult for me to contact them

I sent you earlier but I will do it again via casino guru photos with the card number and transaction number of withdrawals from my casino account. Has anyone from Mostbet checked these transactions? So far I have not received information about who my money was sent to. I took these photos when I managed to log in to my account from another device because I would like to remind you that my phone's IP is still blocked on the mosbest website, even through the application I was not able to log in from my phone. There is a transaction number there, mosbest can check it but I don't want to because I prefer to verify my previously verified account, I suspect that they cleared my profile a long time ago, but I have proof of the transaction number, or actually two of them, as I wrote in previous messages

Dear Kataug2941,

I know that it can be frustrating, but the casino does have the right to request verification documents in such a situation so that all details can be clarified, and I recommend that you comply with this in order to help resolve this case.

Dear Mostbet Casino,

Can you please explain if the withdrawals were made to an unverified payment card?

Kind regards,

Adam

Hello, Dear Kataug2941 and Casino Guru!

Thank you for sharing the details. The case requires thorough verification, our security department is investigating. We will let you know as soon as we get a response. Thank you for waiting!

Have a nice day!

Best regards, Mostbet.

Hello MostBet Casino,

We will extend the timer while we await further information from you.

Kind regards,

Adam

Hello, Dear Kataug2941 and Casino Guru!

We have received a reply from the security department and would like to inform you that the player's account was unfrozen on 13.11.2023, the balance of funds has been restored. Please confirm that the problem has been resolved. 

Have a nice day!

Best regards, Mostbet.

Thank you for the update, MostBet Casino.

Dear Kataug2941,

Can you please confirm the matter has been resolved?

Kind regards,

Adam

Thank you very much for your help casino guru.

I would also like to thank mosbest for accepting the complaint.

Today my account was unblocked and my money was refunded, thank you very much again.

Hello Kataug2941,

I am glad to hear that your money has been refunded, I will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, Kataug2941, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot - https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Adam M