MostBet Casino - Hráčův požadavek na sebevyloučení byl ignorován.

I begged for self-exclusion at this Casino, as shown in the prints below.

They did not self-exclude me and allowed me to deposit and spend an additional 600 euros after my request.

I demand a refund.

Thank you.

Implorei pela autoexclusao neste Casino, conforme prints abaixo.

não me autoexcluiram e permitiram-me depositar e gastar mais 600 euros após o meu pedido.

pretendo o reembolso.

obrigado.

Hello Andreia2024,

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 when did you request for the exclusion for the first time? How long after that did you deposit? Is your account currently still open? Did you follow all the casino's request in order to exclude your account?

Looking forward to your answer.

Regards,

Nick

Hello,

According to the prints, I ordered on February 7th and did everything they asked.

I ordered again yesterday after spending €700.

I ordered again today after spending another €800.

finally today, after threatening to file a complaint, they closed the account immediately.

I've been asking since the 7th because I'm addicted and they let me deposit another €1500, all I had, I don't even have a cent to eat.

please remove them from safe casinos, they are true opportunistic thieves.

Olá,

conforme os prints, pedi no dia 7 de Fevereiro e fiz tudo o que pediram.

voltei a pedir ontem depois de gastar 700€.

voltei a pedir hoje depois de gastar mais 800€.

finalmente hoje, após ameaçar com a reclamação fecharam a conta no imediato.

desde o dia 7 que tenho vindo a pedir por estar viciada e deixaram-me depositar mais 1500€, tudo o que tinha, não tenho sequer um cêntimo para comer.

por favor retirem-nos dos casinos seguros, eles são verdadeiros ladroes oportunistas.

Mostbet continues to ease me into playing!

I can't take this anymore, I just want my money please.

A Mostbet continua a aliviar-me para jogar!

não aguento mais isto, só quero o meu dinheiro por favor.

Mostbet continues to send emails enticing me to play. They just sent one advertising Carnival. I'm trying to heal myself. Help-me

A Mostbet continua a enviar e-mail a aliciar me a jogar. Acabou de enviar um com publicidade ao carnaval. Estou a tentar curar me. Ajudem me

I just received another email from Mostbet to play.

I can't take it. HELP PLEASE

Acabei de receber mais um e-mail da Mostbet para jogar.

não estou a aguentar. AJUDA POR FAVOR

They continue to send emails and severely harm my health.

Why don't they do anything?

Continuam a enviar e-mails e a prejudicar severamente a minha saúde.

porque não fazem nada?

Why does Radka stereotype and marginalize people who admit they are addicted?

Porque motivo a Radka estereotipa e marginaliza pessoas que assumem ser viciadas?

This is very serious!

This is the height of prejudice! "Addicted people act strangely"????

Does Casino Guru not advocate responsible gaming?

Radka can't stay here.

Isto é muito grave!

Isto é o cúmulo do preconceito! "Pessoas viciadas agem de forma estranha"????

o Casino Guru não defende o jogo responsável?

Radka não pode continuar aqui.

Hello Andreia2024,

Is there any way to provide an evidence which would prove the exact date of requesting for the self-exclusion from MostBet Casino?

Already sent. Follow again! Do you want to save time? Order on 06/02

Já enviei. Segue outra vez! Querem ganhar tempo é? Pedido no dia 06/02

The deadline is running out!

I hope they don't respond to me saying that the Casino hasn't responded and they are waiting.

If you didn't respond, it's downgrading their rating to very low and that's it!

O prazo está a acabar!

espero que não me respondam referindo que o Casino não respondeu e estão à espera.

se não respondeu é baixar a classificação deles para muito baixo e ponto final!

Thank you Andreia2024 for all the information provided. I will now forward your complaint to my colleague Jozef (jozef.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

And they increase the response time by 6 days????

what answer did they give????

E incrementam o tempo de resposta em 6 dias????

que resposta deram????

Are you going to let the deadline burn and give another innocuous answer?

Vão deixar queimar o prazo é dar outra resposta inócua?

Is there news about my 1500 euros?

I can now end my life, I am left with nothing. Casino Guru does nothing…

Há notícias sobre os meus 1500 euros?

Ja poderei acabar com a minha vida, fiquei sem nada. O Casino Guru nada faz…

Shame! The casino guru himself lets the deadlines run out without responding

Vergonha! O próprio casino guru deixa acabar os prazos sem responder

Dear Andreia2024,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Hadn't they already spoken to them?

Não tinham já falado com eles?

Hello, Dear Andreia2024!

Thank you for letting us know about this situation. We are always striving to improve our clients' experience and help you. According to our rules, there is no timeframe for deleting an account at a player's request. Our support team handles inquiries in the order they are received and always tries to respond as quickly as possible. We have verified the information and would like to inform you that your account was successfully deleted on 11.02.2024 at your request. We have also submitted a request to the responsible department to remove your email address from mailings for clients.

Have a nice day!

Best regards, Mostbet.

They are liars!

I asked for self-exclusion because I was addicted on the 6th of February, in the meantime I asked several times and until the 11th they let me deposit and spend more than 1500 euros.

They knew I was addicted and they took advantage of it.

Will they return the money or not?

I even told MostBet that I was stuck and was going to kill myself!

They didn’t want to know!

They are criminals and inhumane!

São mentirosos!

pedi a autoexclusao porque estava viciada no dia 6 de Fevereiro, entretanto pedi várias vezes e até ao dia 11 deixaram-me depositar e gastar mais de 1500 euros.

sabiam que estou viciada e aproveitaram-se disso.

vão devolver o dinheiro ou não?

cheguei inclusivamente a referir à MostBet que fiquei sem anda e me ia matar!

não quiseram saber!

são criminosos e desumanos!

Here is the printout of the order on February 6th:

Aqui está o print do pedido no dia 6 de Fevereiro:

MostBet is trying to reach me through illegal schemes! I just want my 1500 euros. I have a printout of the messages, I can send them.

A MostBet está a tentar chegar a mim através de esquemas ilegais! Eu só quero os meus 1500 euros. Tenho print das mensagens, posso enviar.

Dear MostBet Casino team,

Thank you for your cooperation. Could you please explain why, if the player contacted you on the 6th of February, the account was only closed on the 11th and not sooner? Also, can you provide me with the chat transcripts and email communication you had with the player about account closure?

In my opinion, if there is no response from MostBet or refund of the money, they should lower the casino's rank

Em minha opinião, não havendo resposta da MostBet nem devolução do dinheiro, devem baixar o rank do casino

Hello, Dear Andreia2024 and Casino Guru!

We received a request from a player to delete account on 7.02.2024 (GMT+3). Unfortunately, due to the very high workload of our specialists sometimes the processing of requests takes some time. We are doing everything we can. The account was successfully deleted on 11.02.2024. We have sent other details of the case in private messages to the Casino Guru representative.

Best regards, Mostbet.

Does it take 4 days to self-exclude the player and let him deposit and spend 1500 euros?

Will they return the money?

Demora 4 dias a autoexcluir o jogador e deixam-no depositar e gastar 1500 euros?

vão devolver o dinheiro?

Good morning,

MostBet itself sent an email stating that the amount deposited during the self-exclusion period was 1395 euros.

Why don't they return the money? They don't even respond.

Bom dia,

A própria MostBet enviou e-mail a referir que o valor depositado durante o período de autoexclusao foi de 1395 euros.

Porque não devolvem o dinheiro? Não respondem sequer.

Dear Andreia2024,

I have all the necessary information from both parties, but I require additional time to assess it thoroughly. I will bring this case to our council meeting and will inform you of our final decision afterward. Thank you for your patience and cooperation.

I am willing to make a deal, I will accept 1000 euros in refund and forgive the rest, as long as the transfer is made today and is an immediate transfer.

thanks.

Eu estou disposta a fazer um acordo, aceito 1000 euros de reembolso e perdoo o resto, desde que a transferência seja feita hoje e seja uma transferência imediata.

obrigada.

How is it possible to keep a casino safe that doesn't even respond to you and we've been missing deadlines all this time without responding?

Como é possível manterem como seguro um casino que nem vos da resposta e andamos este tempo todo a queimar prazos e sem responder?

Good morning,

The deadline is running out again. There are no doubts, MostBet has already made me a proposal, I presented the counter-proposal and they stopped responding completely.

Why wait any longer to resolve it? I don't understand!

Bom dia,

O prazo está a terminar novamente. Não existem dúvidas, inclusivamente a MostBet já me fez uma proposta, apresentei a contraproposta e deixaram de responder completamente.

Porquê esperar mais para resolver? Não entendo!

I am very distressed! I lost all my money at MostBet and after asking for self-exclusion.

It was 1390 euros after asking for self-exclusion.

And you let the response deadline end without doing anything??

Does Mostbet still have the same rating?

Eu estou muito aflita! Fiquei sem o meu dinheiro todo na MostBet e depois de pedir a autoexclusao.

Foram 1390 euros depois de pedir a autoexclusao.

E vocês deixam acabar o prazo de resposta sem fazer nada??

A Mostbet continua com a mesma avaliação?

Dear Andreia2024,

Thank you very much for your patience during the resolution. We have reviewed all the information and unfortunately, I have to deliver some bad news. I sincerely apologize for the situation, but we believe that you are not eligible for a refund. While it would have been preferable for the casino support to respond more promptly, it would be ideal if their response time was immediate. The timeframe during which your account was closed is deemed adequate. I am very sorry but I am forced to reject your case.

You have every right not to agree with our decision. An alternative option is to file an official complaint with the licensing authority of the casino. I may assist you with this process, and you can reach me at the email address provided below. Please note that this complaint will have an impact on their safety index on our website. Feel free to contact me if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru