MostBet Casino - The player's account has been closed.

Boa tarde.

Eu joguei neste casino num domingo ganhei esses valores na slot machine tentei tirar algum e não consegui, de manhã no dia a seguir apareceu que tinham congelado a minha conta por motivos de segurança, informei me o que se passava e enviei a minha documentação, depois marquei uma reunião no Skype com o casino, depois dessa reunião disseram que demoraria 2 a 3 semanas a darem uma resposta. Demoraram 4 semanas a responder e esta quinta feira disseram me isto por mensagem direta do casino: " Boa noite,

Infelizmente sua conta Mostbet foi permanentemente bloqueada com base na cláusula 2.5 dos nossos termos de uso.

Dos nossos termos de serviço (cláusula 2.5):

"Existindo a suspeita de que um apostador cometa ações fraudulentas contra a casa de apostas (múltiplas contas, apostas feitas por terceiros, uso de software para automação de apostas, arbitragem de apostas, se a conta de apostas não for usada para apostas, abuso de programas de fidelidade, etc.), a casa de apostas reserva-se o direito de impedir tais ações fraudulentas:

1. Cancelar as apostas;

2. Encerrar a conta do cliente sem o seguinte reembolso;

3. Relatar o caso de ações de fraude cometidas por tal cliente às autoridades policiais."

Att,

Suporte Técnico Mostbet

Rafael Consultor"

Eu tenho plena noção das regras do casino e sei que não desrespeitei o casino e como tal gostaria de perceber porque não consigo tirar o meu dinheiro.

Atentamente

Sofia

Dear Sofia,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few more question before we would try to contact the casino. Is your account verified in the casino? Did you ever withdrawn from the casino before? Could you please confirm that nobody else played from your household or from same IP? Is all the documents required for verification on your name and only used by you? Also please send me every relevant communication between you and the casino to nikolas.b@casino.guru. Looking forward to your answer.

Best regards,

Nick

Boa tarde como disse no meu comentário a conta foi verificada sim. Fiz sim e nunca me pediram documentação nem nada. Só agora com este valor grande é que pediram documentação. Sim ninguém jogou na minha conta nem do mesmo IP que eu. Sim todos os documentos foram fornecidos por mim e só usados por mim.

Gostaria imenso enviar as comunicaçoes mas foi tudo pelo chat do casino direto e desapareceu tudo.

Atenciosamente,

Sofia

Thank you Sofia for providing additional information regarding the case. I'll now forward your complaint to my collegue Andrej who will be assisting you from now on. I hope we will be able to help you and your issue will be resolved as soon as possisble.

Dear Sofia95,

I looked at your complaint as well as the forwarded e-mail and I understand the situation. I’ll contact the casino representative and see if I can help.

I would like to invite Mostbet Casino to join this conversation.

Dear Mostbet Casino representative,

Could you please specify the reasoning behind your decision to close Sofia95’s gaming account without a refund? You can forward any relevant evidence to my e-mail address andrej.p@casino.guru.

We would like to ask Mostbet 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’.

Dear Sofia95,

Unfortunately, as we have not received any response from the casino, I cannot continue resolving your complaint and I’m forced to close it as ‘unresolved’.

I’m sorry I couldn't be of more help, but closing this complaint as unresolved will at least negatively influence the casino's rating and other players can read about your experience in our review.

Anyhow, I can assure you that the time you’ve invested in this thread won’t be wasted as before filing an official complaint with the Licensing Authority, you need to reach out to an independent negotiator, which you did. I strongly suggest contacting the casino’s Licensing Authority (Curacao Antillephone).

Please let me know if you decide to contact the Licensing Authority and/or our assistance is needed. My e-mail address is andrej.p@casino.guru.

The casino can reopen this complaint anytime.

Dear all,

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties reach a fair conclusion.

Dear Sofia95,

According to the information the casino has provided us with, the casino’s decision to block your gaming account and void your winnings was based on a strong connection between your and another gaming account. Could you please advise if you’re aware of any of the members of your household or your neighbors creating a gaming account in the casino when connected to the network you were using?

Thank you in advance for your reply.

I’m setting the timer for 7 days.

Dear Sofia95,

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.

Boa noite peço desculpa só responder agora que eu tenho conhecimento não. Daí estar ciente que não infringir lei nenhuma do casino cumprimentos Sofia F***

Thank you Sofia95, for your reply. Please be informed that the casino team has provided sufficient evidence proving that at least one gaming account was registered from the same IP as your gaming account. Furthermore, the very same credit card information was used to place deposits in both of these accounts. Do I understand correctly that you’re not aware of it?

Nonetheless, we would like to ask Mostbet Casino team to further clarify the circumstances in regard to the second gaming account.

Dear casino team, is there any reason to believe that the player did or was trying to gain an unfair advantage by creating and playing from another gaming account? Any relevant information can be forwarded to andrej.p@casino.guru.

Hello sofia***@outlook.com

I am sorry about all this situation 

But we've found that you have a multiaccount ( same credit card number between two registrated accounts)

It's strictly forbidden in our Casino (paragraph 2.5 of the rules on our site)

All evidence we gave to the administration of Casino Guru

Thank you and have a nice day

Bom dia casino mostbet, lamento mas eu não sabia desta 2° conta. Lamento que tenha que perder os meus ganhos mesmo não tendo feito nada. Cumprimentos

sofia***@outlook.com thanks for your replies

You have 2 different emails and one card number. It doesn't match what you described above.

This is regarded as a fraud on all known to me Casinos and Sportsbooks

We strive to provide the highest quality service possible

But in this case there is nothing we can do

Mas eu só tenho um e-mail com voçes. O único e-mail que criei conta com vocês é sofia***@outlook.com.

Lamento que assim seja afinal estamos a falar de imenso dinheiro. E eu nunca quis infringir nenhuma lei vossa respeito o vosso casino mesmo. Daí achar injusto ter sido congelada e gostar de resolver esta situação a bem 😞

Adoro o vosso casino têm excelentes slots mesmo

Cumprimentos

Thank you all for the replies.

Dear casino team,

Considering the provided evidence, we do agree that there’s no reason to doubt that Sofia95 has breached the Terms and Conditions, however, we do not consider the fact that the player has created and played from two gaming accounts (or so it seems) to be a sufficient reason for confiscating her winnings. Thus, we would like to ask you to further clarify the circumstances regarding this case. The main question is – Is there a reason to believe that the player did or was trying to gain an advantage by using two gaming accounts?

Any relevant evidence or information that due to any reason cannot be included in this thread can be forwarded to andrej.p@casino.guru.

Kindly note that if no further information is provided, our ruling in this case will be in favor of the player

I’m setting the timer for 7 days.

Dear Sofia95,

Please be informed that your case is currently being discussed with the casino representative in a private conversation. As additional time is required to discuss this case, I’m extending the timer by 7 days.

Thank you for your understanding.

Добрый день, уважаемый Sofia95!

Благодарим вас за отзыв, а также предоставленные данные. Мы всегда искренне рады, когда игрок играет и выигрывает вместе с нами. В свою очередь, мы никогда не ограничиваем выигрышные выплаты, какими бы большими они не были. Большой выигрыш — это всегда здорово и замечательно, мы только за.

В случае, если у нас имеются определенные подозрения мы проводим в отношении игрока проверку, которая призвана удостоверить учетную запись на соответствие установленным правилам. Проверка может осуществляется любое количество раз, когда возникают подозрения. Проверка учетных записей существует во всех без исключения букмекерских конторах. Если проверка не выявляет каких-либо расхождений, то учетная запись подлежит разблокировке.

Любой потенциальный игрок может ознакомиться с правилами до регистрации и уже на основе этого принимать решение о том, какую выстраивать игровую стратегию. Регистрируясь в нашей букмекерской конторе вы соглашаетесь с данными правилами и как следствие, все риски связанные с их нарушениями вы несете самостоятельно. С вашей стороны было допущено нарушение пунктов правил: 2.5, а также 4, которые четко говорят вам о том, что в нашей букмекерской конторе запрещено иметь мульти-аккаунт. Таким образом ваша учетная запись была заблокирована навсегда, без возможности восстановления.

Хорошего дня!

Ваш Mostbet

Mas eu não criei uma segunda conta. Isso quer dizer que não irei reaver nem o dinheiro? nem nunca mais poderei ter conta no vosso casino?

Jogo em vários casinos e nunca tive nenhum problema. Não há nenhuma maneira de ter acesso a algum dinheiro não digo o dinheiro completo uma parte? Neste momento estou desempregada e vivo sozinha 😔 Cumprimentos

Não existe mesmo possibilidade de recuperação da minha conta ? Nem que tivesse acesso a uma parte do meu dinheiro? Eu respeito o vosso casino assim como respeito outros casinos.

Cumprimentos

Thank you all for your replies.

Dear Sofia95,

After a detailed review of all provided and available information, we are rejecting your case as ‘Unjustified’. The casino team has provided sufficient evidence to prove that their decision, in your case, was justified.

The fact is that there is another gaming account created from the same IP address your account was created from and that the same credit card was used to fund both accounts, which alone would generally be considered a serious violation and a reason for non-payment. In case you’re not aware of creating another account in the casino (and using your credit card to fund it), there’s a high likelihood that a third party did, which means your credit card was abused (that is, unless there’s another person who is legally allowed to use the credit card). I strongly suggest checking the payments in your bank statement, from the time period between the date you made your first deposit to your gaming account at Mostbet Casino, and three or more months later. Look for all payments that appear to be addressed to Mostbet Casino and verify if all of them have in fact been made by you, to your gaming account.

Please note that the decision of the Casino Guru team, in this case, is final. In case you wish to dispute our ruling, and truly believe that your complaint is justified, I strongly recommend submitting an official complaint to the casino’s Licensing Authority (Curacao Antillephone). Please let me know if you decide to do so and/or if our assistance is needed.

Irei fazê-lo pode me ajudar

Dear Sofia95,

The casino is licensed in Curacao, by one of the master license holders - Antillephone N.V. To submit a complaint to Antillephone N.V., you’ll need to send an e-mail to complaints@gaminglicences.com. Don’t forget to include in the message:

1) Your personal information:

name (your first name, your last name, and the middle name if you have it)

your country of residence

your age

2) Complaint body must include:

casino name and its domain

your login (username) and email in an online casino (with which you had registered the account)

then describe what has happened as thoroughly as possible (including the sum of money you are challenging)

3) Attach to the email files (screenshot images or email correspondence) that prove you have already tried to resolve the problem with the casino (and/or a third-party mediation service).

Please let me know if you have any questions.

Não obrigada

Thank you, Sofia95, for the reply.

As explained earlier in this thread, this complaint will now be closed as ‘Rejected’. Thank you for your understanding.

With any questions or updates regarding the submission of your complaint to the casino’s regulator, feel free to contact me via e-mail (andrej.p@casino.guru).

I am sorry we could not be of more help on this occasion but please do not hesitate to contact us if you run into any issues with this or any other casino in the future.