MostBet Casino - Požadavek hráče na výběr je značně zpožděn.

Dear Team,

I placed two withdrawal of amount INR 10000 and 20000 INR dated on 14/09/2023 from mostbet casino and i did not received amount in bank account till now. I have taken multiple times followup with the casino but still every time they ask to wait me and no resolution yet. I have sent e-mail of the same but its unanswered. Mostbet had provided me UTR number for transaction done and i have contacted my bank for UTR details but bank confirmed me on email that no such incoming transaction found in records. Both withdrawals was requested in two different bank account IDFC bank and Kotak Mahindra Bank and its not credited to my account and same is confirmed by both banks. Both banks confirmed me the same that no such UTR exists in their records. I have provided my both bank statements till the date to the casino multiple times but casino not responded to me. I am attaching all the screenshot of evidences to this email along with transfer screenshot provided by mostbet to me. Request you kindly help me to receive my withdrawals.

Hello sachunarke,

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 if 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

My account is verified before 4 months or even back. I did not played or accumulated any bonus amount. I played with my deposit amount only. No bonus opted from casino. Last time i spoke with casino in December 2023 on email but no response even after multiple followups. Customer support team rejecting my ticket by saying player id not matched even if i provide correct played id with the app screenshot itself showing my player id. Every time i tried to chat with support they closed my chat by saying either player id issue or we have forwarded your concern and working on it. This withdrawal is pending since September 2023.

Hello, Dear sachunarke!

Thank you for telling us about the problem. We are sorry you had a negative experience. We always try to improve the experience of our clients and help you.

The matter is that the withdrawal of funds was successfully confirmed by the betting company on 14.09.23 (trx 325749754534, trx 325737170482) To find out information about the absence of funds on the details, you need to contact the bank.

If the bank cannot find the funds for the specified period, you need to provide us:

- a screenshot of the bank's official response on the results of the checking code (an official letter from the bank stating that the transactions with these utr have not been received and credited to your account)

- a bank statement from the day of withdrawal till today in PDF format.

Please provide these documents to our email sermsupport@mostbet.com so that we can investigate your case. 

Have a nice day!

Best regards, Mostbet.

Please allow me some time to provide you the bank response screenshot of one bank. As i made withdrawal in two different banks , i have one bank response screenshot which i am attaching in my next reply with the upto date statement. Meanwhile request you to don't close the case till i will provide all the necessary information.

Hello sachunarke,

Please let us know once you forward the casino the requested documents and keep us updated.

Dear sachunarke,

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.

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.

We’ve reopened this complaint at the request of sachunarke. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Casino Guru Team and Dear Nick,

I would like to update you that my issue is now resolved after posting negative review of mostbet on trustpilot. Mostbet team contacted me on email to delete the review and my winnings amount also paid which was due since last seven months. Mostbet is afraid of negative reviews after all. Thank you again and you can close my complaint.

Dear sachunarke,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Casino.Guru