MostBet Casino - A conta do jogador foi encerrada pelo cassino.

Mostbet blocked my account without any reason.I appears for skype call verification and all necessary step towards account verification I completed.

But till date my account blocked.

User Id 994138****

Hello Manish4102,

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 exactly is the verification process ongoing?
• Which documents have been already approved and which ones not?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

All verification process completed as on May 2024 including Skype call.

all documents has been approved then after only Skype call was scheduled.

Last time I ask to reason for y my account can’t recover

they cited para 2.10

The Betting Company reserves the right to delete the Client's account, if it is determined that:

- the Client at the time of betting had information about the result (outcome) of the event;

- the Client was able to influence the outcome of the event, being a direct participant of the match (athletes, referees, coaches, etc.) or an individual acting on their behalf and in any other way;

- the bets are placed by the Client who is in violation of the prohibitions established in Paragraph 2.6. of these Rules;

- the bets are placed by a group of Clients acting in concert (syndicate) and/or by a Client acting in concert with other Clients and/or third parties, including for the purpose of circumventing the restrictions established by the Betting Company (any contractual arrangements are prohibited);

- the Client has multiple accounts (multiple registration);

- the Client, according to the Betting Company's opinion, used software or technical equipment to automate the betting process, and/or used software that affects and/or is able to effect the betting process;

- the Client used any fraudulent methods of obtaining information or avoiding the limits and restrictions set by the Betting Company, as well as any external factors that, in the opinion of the Betting Company, may be deemed fraudulent and/or provide an unfair advantage;

- the Client engages in Arbitrate betting;

- the Client has used multi sessions (multiple simultaneous sessions from a single Account);

- the Client is abusing loyalty programs and/or bonus programs;

- the Client has requested chargeback (in accordance with the International Payment Systems rules) or otherwise denies making a deposit and/or paying for the Services of the Betting Company and/or placing bets;

- the Client performs other actions that the Betting Company may deem fraudulent and/or in violation of these Rules.

Hello Manish4102,

Did the exactly specify which of this term did you breach as it is a really wide range of rules.

Additionally, please forward any communication related to this case which occurred between you and the casino to nikolas.b@casino.guru for further review.

Regards,

Nick

I only want to know from mostbet that according to paragraph 2.1 which rules I breach.becuase they claimed lot of rules.

Exactly what I have done wrong.

Hello Manish4102,

As we need further clarification regarding your closed account, I will be forwarding your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you Manish4102 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask MostBet Casino for their help in resolving this complaint. We would like to know why was the player's account closed and what can we do to help resolve this issue.

Thank you!

Hello, Dear Manish4102 and Casino Guru!

The game account was blocked in accordance with Paragraph 2.10 of the Rules: 

 If a Player is suspected of committing fraudulent actions against the Betting Company (multiple accounts, multiple sessions (multiple simultaneous active sessions on one account), bets made by third parties, the use of betting automation software, playing on arbitrage situations, bets placed to exceed the limits set by the Company, misuse of Loyalty Programmes, or if the gaming account is not used to place bets, etc.), the Betting Company reserves the right to prevent these fraudulent actions by:

 Cancelling bets.

 Restricting withdrawals.

 Closing the client's account without reimbursement.

Unfortunately, we do not know the details of the blocking of the account, the security department do not disclose the details of the verification and decision.

 Have a nice day!

 Best regards, Mostbet.

This same answer I already received on mail 1 year before.

I want to ask to casino guru as well as mostbet, weather this answer is enough to close this complaint

This kind of answer from mostbet is not acceptable.

If I put complaint on casino guru means

Clear reason behind my account blocked

Should be specified

Thank you for the update MostBet Casino representative. Would it be possible to provide me with evidence of fraudulent actions and request the security department to disclose the details? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

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.

As the casino did not provide me with any additional information I am forced to close the complaint as unresolved due to insufficient evidence. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. I am sorry I could not be of more help on this occasion.

Best regards,

Peter