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They took money from my account of which I have not authorized tomorrow I put the complaint they have scammed me

Me quitaron dinero de mi cuenta del cuál yo no eh autorizado mañana pongo la denuncia me han estafado

Dear Jaime,

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. Did I understand it correctly that you’ve been experiencing difficulties regarding unauthorized deposits? Was the money deducted from your bank account and credited to your casino account? Have you communicated this issue with your payment provider? If there’s any relevant communication, please forward it to petronela.k@casino.guru. Have you previously deposited funds into your casino account using the same payment method?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Dear Jaime,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

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

Hello Jaime,

Did I understand correctly that you’ve been experiencing difficulties regarding unauthorized deposits? Was the money deducted from your bank account and credited to your casino account? 

Look, they took my money with many transactions. I did not authorize. The bank tried to contact them but they did not want to return. And if money was taken from my bank account and they told me they would give me bonuses. But I did not play. I already interposed the request. Report to the police but they tell me that they cannot do anything since it is a Russian casino. At the time I already filed a claim and then I said that everything was fine. This happened because when I filed the complaint in 4 days, the money was returned to me. Everything was returned to me. Then I sent you a message saying that the casino was fine and they returned it to me. What happens here. That the one who returns the money is the bank but not the casino and they wait a prudent time I try to get my money back. By not recovering it, they charge me again, what was that I did not know. But the casino at no time put the will to solve anything at all. I hope you can help me thank you very much. I send any documentation that is requested.

Mira me quitaron el dinero con muchas transacciones.yo no autorice .el banco intento contactar con ellos pero no quisieron devolver.y si se me quito dinero de mi cuenta bancaria y me dijieron q me darian bonos .pero yo no jugue .ya interpuse la denuncia en la policia pero me dicen qellos no pueden hacer nada ya q es un casino de rusia .en su momento ya puse la reclamacion y luego dije q estaba todo bien. Esto paso porque al poner la denuncia en 4 días se me devolvio el dinero . se me devolvio todo .entonces os mande un mensaje diciendo que el casino estaba bien y me lo devolvieron.que pasa aqui .que el q me devuelve el dinero es el banco mas no el casino y ellos esperan un tiempo prudente intento recuperar mi dinero .al no recuperarlo pues me vuelven ah cobrar que era eso q yo no sabia .pero el casino en ningun momento puso voluntad en solucionar nada de nada .espero ustedes me puedan ayudar muchas gracias.mando cualquier documentación que se me pida .

By the way, I need to tell you that I previously entered money and I lost a lot there in that casino. And in those days I won something. And I collect it and there I win something all those money embezzlements appear. Before I was going well while losing so see how you can help me

Por cierto me falto deciros q di en ingresado con anterioridad dinero y eh perdido bastante alli en ese casino .y en esos dias gane algo .y lo cobre y ah raiz de q gano algo me aparecen todos esos desfalcos de dinero. Antes iva bien mientras perdía asi que aver en q me pueden ayudar

Could you please forward a bank statement and mark which transactions are the disputed ones? Thank you very much in advance.

Could you please mark clearly which transactions were unauthorized?

. There is also the complaint aalli

aalli esta tambien la denuncia

All 10 transactions in the amount of €3,386 have been deducted from your bank account without your consent?

Say I don't authorize any and they don't give me any solution. There is a way you can help me, thank you.

Di no autorice ninguna y ellos no me dan ninguna solucion. Hay manera de q me puedan ayudar gracias.

If not authorize

Si no autorice

I'm sorry, but I still don't understand completely. You didn't authorize any of those 10 transactions, is that correct?

Good morning. Exactly, I did not authorize any of these transactions. Results. Let me find out the next day in the afternoon. I filed the complaint and all I have not played or anything. I do not know if this will have any solution. and they didn't give me an answer

Buenos dias .exacto no autorice ninguna de esas transacciones .resulta. Que me entere al dia siguiente por la tarde. Puse la denuncia y todo yo no eh jugado ni nada .no se si tendra alguna solucion esto . y ellos no me dieron respuesta

Could you please confirm that you haven’t provided access to your bank account to anybody else? Have you tried to communicate a possibility of chargeback with your bank? Please understand that it would be very difficult to prove that all the funds have been deducted from the account without your consent. Your bank account should be protected against this kind of events.

Look at me in my house my partner lives that she does not play in any of this and my 2-year-old daughter nobody else has access to my account, nobody has, although since this happened to me everything has changed everything. I returned the amounts with the complaint and that was returned to me but a month after returning it to me, I will charge it again since the casino does not want to return and they started a claim but they tell me that they can no longer do anything. That is why my delay and the claim now with you that I come, they tell me that they could kake me, sorry if it is badly written, but I did not do that if I played and I have several transactions with them but not of that caliber I never made those transactions .even if it is to be able to reach an agreement, help me talking to them, it is a lot of money please

Mira yo en mi casa vivo mi pareja q ella no juega en nada de esto y mi hija de 2 años nadie mas .acceso ah mi cuenta nadie nadie tiene aunque desde q me paso esto esta todoo cambiado todo.mi banco en un primer momento me devolvio los importes con la denuncia y eso me lo devolvio pero al mes de devolvermelo me lo vuelve ah cobrar ya que el casino no quiere devolver.y empezaron una reclamacion pero me dicen que ya no pueden hacer nada. Por eso mi tardanza y la reclamacion ahora con vosotros que acudo.me dicen que me pudieron kakear perdon si esta mal escrito.pero yo no hice eso si q eh jugado y tengo varias transacciones con ellos pero no de ese calibre yo nunca hice esas trabsacciones .aunque sea poder llegar algun acuerdo ayudenme ustedes hablando con ellos es muchooo dinero por favor

I also wanted to comment on what the police told me when I went to report it. This usually happens, they saw the transactions and it is from several people with Russian names, they told me that it is very difficult that they can do something that I talk to them. Nothing to see if you can help me to claim. Help me find a solution, please, whatever would be well received from me, thank you very much

Tambien os queria comentar que me dijo la policía cuando fuu ah denunciar.q esto suele pasar vieron las transacciones y es de barias personas con nombres rusos me dijo q es muy dificil que ellos pueden hacer algo que hable con ellos .pero ellos no me dicen nada aver si me pueden ayudar ustedes ah reclamar. Ayudenme ah buscar alguna solución por favor lo que sea seria bien recibido por mi parte muchas gracias

Thank you very much, Jaime, for your reply. I’m truly sorry, but I don’t see how we could help if the police weren’t able to. Have you received any official statement from the bank how the incident could happen twice? 

Hello the incident only happened 1 time nothing else. All those transactions were in a day there I sent you the complaint. Regarding the police, they only file a complaint, but from what they have told me, they don't take the time in the world to investigate. That is why I come here I thought that you are in charge of talking to the casino to act as an intermediary since I could not do it and since they also help here complaints that is why. But for what you answer me at no time did you talk to them I thought If you would help me since this is a lot and oh my it hurt me a lot, help me and talk to them thanks.

Hola el incidente solo sucedio 1 vez nada mas. Tidas esas transacciones fueron en un dia alli te mande la denuncia . y respecto ah la policia ellos solo ponen la denuncia pero por lo que me han dicho no se toman tido el tiempo del mundo en investigar. Es por eso que acudo aqui pense que vosotros os encargais de hablar con el casino hacer de imtermediario ya q yo no lo pude hacer y como aqui tambien ayudan ah quejas es por eso.pero por lo que me respondes en ningun momento hablaste con ellos pense que si me ayudarias ya que esto es mucho y ah mi me hecho mucho daño ayudame y habla con ellos gracias.

We will contact the casino, but before we do so, we need all the essential information from the player.

Have you received any official statement from the bank?

Not from a written paper. but if by phone. And personally that they have tried to recover the money but that the wed page is not willing to return, they say that I did that and that there is no doubt. I can not give you more information, I hope you can help me from swui, thank you very much

De un papel escrito no . pero si por teléfono. Y personalmente q ellos an intentado recuperar el dinero pero q la pagina wed no esta dispuesta ah devolver que dicen q eso lo hice yo y que no hay ninguna duda .mas información no os puedo dar espero q se me pueda ayudar desde swui muchas gracias

Could you advise if the funds are still untouched in your casino account?

I mean, if I can enter, I have not tried and in the casino or on my account it is still open this normal and on top of that you send me text messages about bonuses and games and that. And the transaction that I made does not let me see them

Osea si puedo ingresar.no lo eh intentado y en el casino oa cuenta mia sigue abierta esta normal y encima me mandas mensajes de texto de bonos y juegos y eso .y las transacción q hice no me deja verlas

Is your casino account still accessible or it has been blocked?

Your account is still opened and the active balance is €0,06? Where are the funds which have been deposited through the unauthorised transactions?

The funds disappeared. I don't know that, they can give you some explanation and see what they say. Of course, I have played before then from there I have that left over

Los fondos desaparecieron .yo no lo se eso te puede dar alguna explicación ellos y ver que dicen.yo claro q anterior mente eh jugado entonces desde alli me sobra eso.

Could you please confirm the following?

• all the disputed transactions have been unauthorized
• all the funds have been credited to your casino account
• the casino account is still accessible
• all the funds have vanished without you placing a single bet

Thank you in advance for your reply.

No transaction authorizes. I imagine that the funds would be credited in the casino but they are gone, I never played them. I have the account open but I never tried to make any deposit. since what was stolen. the funds there is nothing at all they do not appear in my account. But I already answered all this, I don't know if there is a way to help me

Ninguna transaccion autorice.me imagino que los fondos se acreditarian en el casino pero ya no estan yo nunca los jugue.la cuenta la tengo abierta pero nunca intente hacer ningun ingreso . desde lo que se me robo .los fondos no hay nada de nada no aparecen en mi cuenta. Pero todo esto ya lo respondi no se si hay manera de ayudarme

As I mentioned earlier, since police and your bank haven’t been able to help you, I’m not sure how we could resolve this peculiar problem. The only possibility how to shed more light on this case would be contacting the casino. 

I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you best of luck.

The casino, oh my, ignores me. I already sent you emails, they were responding to me and that's why I sent the complaint I have no answer from them. Help me, the police tell me that being from Russia they can not do anything, that is, the complaint in the police was not worth anything.

El casino ah mi no me hace caso. Ya le mande correos me estaban respondiendo y ah raiz de que mande la denuncia no tengo contestacion de ellos .ayudarme la policia me dice q al ser de Rusia ellos no pieden hacer nada.osea reslmente la denuncia en la policia no valio para nada

Hello Jaime. 

I am sorry to hear about your troubles.

In your case there are two options what we can do.

Let's start with the easier one. I would like to invote the casino representative into the case.

Please explain to us what happened with Jaime's account and what's happened with the deposited money.

Hi there . First of all, I explained everything, sending photos, messages, and denouncing what happened to me. I played there, and I lost, I won, little more losses. What profits. So far so good, but suddenly he went crazy, he took away almost all my money, it is a very and important sum of money of which I never ever played anything. They told me that they could jake my account because I did not authorize that income or I played it, it's that simple, they keep all my money, mostbet does not answer the emails or give me an explanation, and that's why I came with you but please check that I already told everything that happened to me with tests and everything many Thank you

Hola buenas . lo primero ya explique todo todo mandando fotos mensajes u la denuncia de lo que me paso .yo eh jugado alli eh perdido eh ganado poco mas perdidas. Que ganancias .hasta alli todo bien.pero derepente se volvió loco me quito casi todo mi dinero es una suma muyyy importante de dinero de la cual yo nunca nunca jugue nada .me dijieron que me pudieron jakear mi cuenta por que ni autoricé esos ingresos ni eh jugado yo es asi de sencillo se me quedan con todo mi dinero mostbet no me contesta ah los correos ni me da una explicacion.y por eso acudi con vosotros pero por favor revisa que ya conte todo lo que me paso con pruebas y todo muchas gracias

We would like to ask the Mostbet Casino to reply to this complaint. We are extending the timer by 7 days. 

Let's wait and see if they answer me ah my. By email I also tried to contact them and they answered the first the second I am still waiting for the answer see if x here they answer what they have scammed me thanks

Esperemos y aver si me contestan ah mi. Por su correo electrónico tambien intente contactar con ellos y me repondieron al primero el segundo sigo esperando la respuesta aver si x aqui contestan lo que me han estafado gracias

Since we haven’t received any response from the casino regarding the issue, I would suggest the harder option - file a complaint to the licensing authority:

Please write an email to: complaints@gaminglicences.com

The complaint should contain:

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 license (License No. 8048/JAZ)

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.

Please let me know when you submit a complaint to the licensing authority.

Hello Jaime.

Please confirm that you contacted the licensing authority.

Nothing came to me, everything just came to me right now, I do it today, thank you very much

No me llego nada me acaba de llegar todo ahora hoy mismo lo hago muchas gracias

I am closing the complaint with the status: waiting for the decision of regulator.

Jaime: please contact me when the regulator sends their final answer (matej@casino.guru)

Maybe you should consult your case here: https://mychargeback.com/ because waiting for the regulator might be time-consuming.

Hello Jaime.

We hope you are doing well. We wanted you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.

If the Licensing Authority has resolved your case and ruled in your favor, we kindly request you to update your complaint within the thread. Alternatively, if the ruling favored the casino, your input is equally valuable. We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the Authority supports the operator.

Thank you in advance for taking the time to reply.

Dear Jaime,

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.

Hi, I don't have any communication from the casino or anything else. The casino one day answered an email and told me that they are still working on it. I don't know anything about this for 1 year now

Hola no tengo ningún comunicado ni por parte del casino ni por lo otro. El casino un día me contestó un correo y me dijo que siguen en ello . De esto ya hace 1 año q no se nada de nada

Dear Jaime,

I would appreciate it if you could confirm whether or not you have reached out to the casino's regulator.

Additionally, could you please share the original email you sent to them with me? I would like to review it to ensure everything is in order. (matej@casino.guru)

Thank you.

Dear Jaime,

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.

Dear Jaime,

I didn't receive an email from you regarding your communication with the regulator. Without that email, I cannot proceed, and your complaint will be rejected.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.