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Dear All,

I have been trying to make at least one withdrawal from my account since July and all my transactions end up being rejected. I want to make it clear that I have contacted technical support and they always tell me to wait for them to consult, then try all payment methods, they try and always reject them. Until today they do not give me a concrete answer as to the reason why the transactions are not processed successfully.

Please support me, practically every day I have written to technical support and practically end up drawing conclusions that they are going to keep my money, and as a client I would not want the same thing to happen to other people.

Estimados,

Llevo desde el mes de Julio estoy intentando realizar al menos un retiro de mi cuenta y todos mis transacciones terminan rechazadas. Quiero dejar en claro que me he comunicado por soporte técnico y siempre me indican que espere que están consultando, luego que intenten con todos los métodos de pago, se intentan y los rechazan siempre. Hasta el día de hoy no me dan una respuesta concreta del motivo por el cual las transacciones no se procesan de manera exitosa.

Por favor su apoyo, prácticamente todos los días he escrito a soporte técnico y prácticamente termino por sacar conclusiones de que se van a quedar con mi dinero, y como cliente no quisiera que lo mismo le suceda a otras personas.

Hello jpcontreraa,

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 if your account is already verified and is yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Dear All,

I proceed to respond to the request below:

• Could you please advise if your account is already verified and if yes, since when exactly?

Indeed my account is verified from a week before trying to make the first withdrawal

(28-07-2022)

• Did you accumulate your winnings with real money or did you use a bonus?

All my winnings were accumulated with real money

• When was the last time you talked to the casino and what was it about?

The last time I spoke with the casino was a week ago, where I asked them to please tell me

which is the real problem why I can't make any withdrawal, because every support that starts to

answer then they change support and again you have to explain your case again, the last thing that

they answered is something that they answered me in many cases "try all the withdrawal methods",

when I had already explained to them that I have tried all the methods and the same thing happens.

Thanks for your support.

Estimados,

Procedo a responder lo solicitado a continuación:

• ¿Podría informar si su cuenta ya está verificada y es sí, desde cuándo exactamente?

Efectivamente mi cuenta está verificada desde una semana antes de intentar realizar el primer retiro

(28-07-2022)

• ¿Acumulaste tus ganancias con dinero real o usaste un bono?

Todas mis ganancias fueron acumuladas con dinero real

• ¿Cuándo fue la última vez que habló con el casino y de qué se trataba?

La última vez que hable con el casino fue hace una semana, donde les solicitaba que por favor me indique

cual es el problema real por el cual no puedo realizar ningún retiro, porque cada soporte que comienza a

atender luego cambian de soporte y de nuevo tienes que volver a explicar tu caso, lo último que me

respondieron es algo que me respondieron en muchos casos "intente con todos los métodos de retiro",

cuando ya les había explicado que he intentado con todos los métodos y sucede lo mismo.

Gracias por su apoyo.

Thank you jpcontreraa for all the information. I will now forward your complaint to my colleague Michal who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello jpcontreraa

I'm Michal and I have taken over your complaint. 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.

Dear Mostbet Casino,

Can you please provide some information regarding the long delay of the player's withdrawal?

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.

Good afternoon, dear jpcontreraa !

Thank you for your review and for the information provided. At your request, we conducted an audit, during which it turned out that part of your withdrawals of funds were indeed rejected due to malfunctions on the part of the payment system. In turn, we recommend repeating the withdrawal of funds, as well as in the future using a more fail-safe payment method - cryptocurrency.

Have a good day!

Your Mostbet

Добрый день, уважаемый jpcontreraa!

Благодарим вас за отзыв, а также предоставленные данные. По вашему обращению мы провели проверку, в ходе которой выяснилось, что часть ваших выводов денежных средств действительно отклонялась по причине неполадок, со стороны платежной системы. В свою очередь, мы рекомендуем повторить вывод денежных средств, а также в будущем использовать более отказоустойчивый метод оплаты - криптовалюта.

Хорошего дня!

Ваш Mostbet

Dear jpcontreraa

As per Mostbet advice please submit your withdrawal request via Bitcoin method.

Once this is done, please let us know when you successfully receive the funds.

Dear All,

A new withdrawal request was generated with the indicated method and it was immediately denied again.

Estimados,

Se procedió a generar una nueva solicitud de retiro con el método indicado y fue denegada inmediatamente de nuevo.

Hi, dear jpcontreraa🤝

We recommend that you use the banking details from which you previously replenished your balance to withdraw money. This is done in order to exclude fraudulent schemes and prevent unauthorized withdrawal of money from players' accounts.

Have a nice day!

Sincerely yours, Mostbet

Dear All,

The same answers that they gave me through the chat and I cannot complete my withdrawals, I generated a new operation through the first top-up method and it was denied, please, I just want to know by which method I should carry out the withdrawal operation so that it is completed successfully.

Best regards.

Estimados,

Las mismas respuestas que me brindaban por el chat y no puedo concretar mis retiros, generé un nueva operación por el primer método de recarga y se denegó, por favor sólo quiero saber por qué método debo realizar la operación de retiro para que se concrete exitosamente.

Saludos cordiales.

Dear Mostbet Casino

Can you please advise which payment method will work for sure to successfully transfer the funds to the player? Also can you please provide some explanation why the previous withdrawal requests failed?

Hi, dear jpcontreraa🤝

The transaction you provided in the screenshot was 23.11, there were no new transactions. As we wrote earlier, we recommend repeating the withdrawal once again to the banking details from which the balance was replenished earlier.

Have a nice day!

Sincerely yours, Mostbet

Dear jpcontreraa

As per Mostbet advice please submit your withdrawal request via the same payment method you used for your last deposit. Let's hope this will finally work.

Once this is done, please let us know when you successfully receive the funds.

Dear All,

To inform that a new operation was carried out by the Bitcoins method, which was the first attempt made within the case and this time it could be completed successfully. The support of the CASINO GURU Analysts and Specialists is appreciated for the support made with the case and for contacting me with the Mostbet Casino and being able to have my successful withdrawal. Thank you very much, success.

Best regards.

Estimados,

Para informar que se realizó una operación nueva por el método de Bitcoins, que fue primer intento realizado dentro del caso y está vez pudo ser concretada correctamente de manera exitosa. Se agradece el apoyo a los Analistas y Especialistas de CASINO GURU por el apoyo realizado con el caso y por contactarme con el Casino Mostbet y poder tener mi retiro exitoso. Muchas gracias, éxitos.

Saludos cordiales.

Great news,jpcontreraa. I'm glad to hear that you successfully received your winnings.

As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation and please do not hesitate to contact us if you encounter any problems with this or any other casino in the future.

We are here to help you.

Best regards,

Michal