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The player confirmed receipt of his winnings, and we subsequently marked the complaint as ‘resolved’. The player from Peru had reported an issue with withdrawing his winnings of 260 PEN from MOSTBET, despite having passed all requested verifications. The casino had informed him of a violation of rule 2.10, but did not provide specific details. After two and a half months, the funds had still not been released and attempts to resolve the issue through chat and email had been unsuccessful. The casino had responded stating that the player’s account was active and the winning bet was under verification, but was later successfully accrued. The Complaints Team had attempted to extend the complaint resolution time, but without confirmation from the player, the complaint was eventually rejected.
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The player from Ukraine is struggling with account verification as the casino is not allowing him to withdraw funds or refund his deposit. He had a brief Skype conversation with the casino support assuring him everything was in order, however he received no follow-up email. We contacted the casino and it informed us that the player’s account was finally unblocked after all the necessary reviews that could take up to 60 days. The player confirmed he was then able to access his account and request a withdrawal. 2 days later we received a confirmation that the money was successfully withdrawn so the complaint was closed as resolved.
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Despite repeated follow-ups, she gets the same response that the issue is still under investigation and has received no email support. The player from Mexico had experienced a delayed response concerning account verification after depositing 5000 pesos. After an initial Skype call 40 days prior, she had not heard back from the casino. However, the player did not respond to further communication from our team, which led to her complaint being rejected due to a lack of required cooperation. The player from India had requested a withdrawal prior to submitting this complaint. He accused the casino of fraud, claiming they had provided false transaction numbers.
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The player from Italy had requested a withdrawal less than two weeks prior to submitting the complaint. The player clarified that the issue wasn’t about a withdrawal but about a coupon win that the casino initially refused to pay. The casino reviewed the case and confirmed that the player’s coupon had been unfrozen and calculated as a win.
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The player from Ukraine made numerous deposits in the casino using USDT BEP-20. However, he mistakenly sent his deposit to a previous deposit address instead of the newly generated one, leading to his deposit not being credited to his account. Despite contacting customer support and providing all necessary information, his issue remains unresolved after six days. The player and the casino later informed us that the deposit was credited to the account and this complaint was closed as resolved.
The player from India had experienced repeated withdrawal declines from Mostbet. He claimed that his account was not verified despite having provided all the required documents. The player also alleged that his gaming account had been hacked, resulting in a zero balance. We advised him that we didn’t handle cybercrime-related issues and suggested he contact the police and his bank. The matter remained unresolved as we lacked the legal authority to investigate such incidents.
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The player from India has been waiting for a withdrawal for less than two weeks. We contacted the casino and found out that for some reasons the withdrawal requests were declined and the money was returned to the player. The player continued to play with his funds until his balance became zero. The player from the Czech Republic is not able to withdraw his winnings due to missing phone number verification. The player from Nigeria is not able to withdraw his winnings due to incomplete phone number verification. The player from Ukraine had faced a full KYC request after making a second deposit and using a VPN, despite the loss of his first deposit.
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The complaint was closed as unresolved as the casino did not respond to us. The player from India is experiencing difficulties withdrawing his winnings due to awaited Skype call verification. The player from Brazil has deposited money into his account but the funds seem to be lost. The casino failed to respond to this complaint and we were forced to close it as ‘unresolved’. After a number of months, the casino has approached us with request to reopen this complaint and give it a chance to be resolved.
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Consequently, we were unable to investigate the issue further and had to reject the complaint. The player from Canada had repeatedly requested self-exclusion from the casino in November and December of 2023 via chat and email but had received no response. Consequently, the player’s account had remained active and he had lost an estimated amount of CAD 500. The casino had acknowledged their mistake and offered to refund the lost amount. After a delay, the casino had confirmed that the refund transaction was successfully completed.
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After reopening the complaint at the casino’s request, the player had finally been verified, and he confirmed a successful withdrawal. The player from Hungary had made two withdrawals in USDT from Mostbet and received less money due to unfavorable exchange rates. He hadn’t been adequately informed about these rates in advance and couldn’t locate this information in the rules. Despite our attempts to assist, the player did not respond, thus we were unable to investigate further and had to reject the complaint.
He had been confused about being asked to provide a photo of a lost bank card and to use Skype for verification, as he had used a third-party service for the deposit. The player had expressed his concerns about the casino’s Russian ownership and suspected data collection for malicious purposes. However, he had decided not to proceed with the verification process due to his security concerns.
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The player from Colombia had his account blocked without further explanation. The player from Portugal has experienced issues with a casino representative on Instagram. We closed the complaint becasue the player didn’t reply to our questions and messages.
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The casino had explained that verification could take up to 60 days and confirmed that the player’s account had been unfrozen. The player had confirmed that the issue was resolved, his account had been unblocked, and he had been able to withdraw his funds. The player from Russia had had an issue with the KYC procedure at an online casino.
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As compensation, the casino had credited the player with a 125% bonus of the deposit and 250 free spins. However, the complaint had to be rejected due to lack of confirmation from the player on the resolution. The casino had claimed the money was transferred, although the player had not received it. After the player’s persistent complaints and our intervention, we had prompted the casino to provide evidence of the transaction.
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The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved. The player from Portugal has requested the permanent closure and deletion of their casino account. The player from Thailand is experiencing difficulties with an attempt to withdraw a relatively small amount of 5,020 THB in winnings. The player from Germany had issued a request to permanently close his account due to consistent losses. Instead of honoring his request, the casino continued to provide incentives to keep him playing.
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