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After a period of gambling, I managed to win more than 4200€.

When I tried to withdraw my balance to my Bitcoin address, which I had used for the deposit, my account was blocked. They required multiple documents and fulfilled several demands before I could withdraw.

I sent them all the necessary documentation, including screenshots of my Coinex account, selfies, etc.

They kept asking for more documents, and I provided them all.

After a month of not receiving the payment, I tried to log in by changing the password to check the status of my money. I was surprised to find that they had sent all of my balance, in several installments, to an address unrelated to mine. (Which I had previously sent with the required documentation).

I continued to write to the chat and email and they still have not returned the stolen funds.

Tras un periodo de apostar, consegui ganar más de 4200€.

Al intentar retirar saldo a mi dirección de Bitcoin, con la que había ingresado, me bloquearon la cuenta y me pidieron diversidad de documentación y exigencias para poder retirar.

Les envío toda la documentación, incluidas capturas de mi cuenta coinex, selfies, etc etc.

Me empiezan a dar largas pidiendo más documentos y les mando todo.

Pasado un mes, viendo que no pagaban nunca intento entrar cambiando la contraseña y ver el estado de mi dinero y cuál es mi sorpresa al entrar, que han enviado todo mi saldo en varias veces a una dirección que nada tiene q ver con la mía. ( Que previamente les envíe con la documentación exigida).

Sigo escribiendo al chat y al correo y siguen sin ingresarme lo robado.

Hello Tejada48,

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 is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? Does anybody else has access to your casino account or device you played from? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Thank you Tejada48 for all the information provided. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, Tejada48,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite MostBet Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear MostBet Casino team,

Can you please shed more light on the player's issue? What happened, and why did the casino send the withdrawal(s) to a different BTC address than requested?

If needed, feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Hello, Dear Tejada48 and Casino Guru!

Thank you for letting us know about the situation. We always strive to improve our customers' experience and help you. We have forwarded all information about this case to our security department. We have received information that the client had a video call with our specialists on 08.01.2024. Our security department is investigating this case. This is a non-standard situation, unfortunately, its consideration takes time. For our part, our specialists are doing their best to help you. We will contact you as soon as we receive a response. Thank you for your patience!

Best regards, Mostbet.

Alright, I understand. Thank you for keeping us updated, MostBet Casino team.

Feel free to share the result of the investigation once it is finished.

Looking forward to hearing from you.

hello

Indeed, on 08/01/2024 I received a video call from the mostbet team where a girl asked me a series of questions and asked me to show my national Identity Document, which was correctly shown and demonstrating the veracity of my person as the account holder. , since said document has already been uploaded to the mostbet account application for correct verification of it.

But what we are discussing here is:

1. You guys from mostbet, when I requested my money withdrawal for the month of October... in order to cash it out and do a correct identity verification, you asked me for a lot of documentation (including capture of Bitcoin deposit address), selfies, make a video call effective...video call that was finally made on 08/01/2024...why did they make withdrawals in the month of October to an account that was not the one sent and that, in the end, taking into account that video calls had not yet been made effectively? I remind you that, according to emails that I have saved, the video call was a necessary requirement for you for a correct identity verification and thus be able to make the withdrawal effective.
2. Why did they make a withdrawal to a different bitcoin account than the one I PREVIOUSLY sent them? Did you verify the veracity of that person through the video call that you demanded from me to whom you sent the money? Because that is impossible, since at that time I was sending them documents and I was at the expense of that video call.
3. IN SUMMARY, DUE TO AN ERROR IN YOUR PAYMENT DEPARTMENT, YOU MADE THAT WITHDRAWAL TO A WRONG BITCOIN ACCOUNT AND YOU DID CARRY OUT THE CORRESPONDING VERIFICATION CHECK TOWARDS THAT PERSON TO WHOM YOU SENT THE MONEY. YOU ARE SOLELY RESPONSIBLE FOR THIS ERROR AND I ASK YOU TO ASSUME THE SAME AND PAY ME WHAT IS MEANT.

Thank you very much for your attention and I hope for a response from both you mostbet and Guru.

I also inform you that I have many saved emails and documents that can prove what I said.

Sincerely, a humble player who only wants what is coming to him.

hola

Efectivamente el dia 01.08.2024 recibi una videollamada del equipo de mostbet donde una chica me realizo una serie de preguntas y me pidio que mostrara mi Documento nacional de Identidad, lo cual fue correctamente enseñado y demostrando la vericidad de mi persona como titular de la cuenta, ya que dicho documento ya fue subido a la aplicacion de la cuenta de mostbet para una correcta verificacion de la misma.

Pero lo que estamos discutiendo aqui, es:

1. ustedes de mostbet, al yo solicitar mi retiro del dinero por el mes de octubre... para poder hacer efectivo el mismo y hacer una correcta verificacion de identidad me pedieronn muchisima documentacion (entre ella captura de direccion de deposito de bitcon), selfies, hacer efectivo una videollamada...videollamada que finalmente se realizo el dia 01.08.2024...¿ por que hicieron efectivo retiros en el mes de octubre a una cuenta que no era la que envie y que, a la postre, teniendo en cuenta que todavia no se habian realizado las videollamadas de forma efectiva? les recuerdo que, segun correos electronicos que tengo guardados, la videollamada era requisito necesario por ustedes para una correcta verificacion de identidad y asi poder hacer efectivo el retiro.
2. ¿ Porque realizaron un retiro a una cuenta de bitcoin distinta a la que yo PREVIAMENTE les envie? ¿ Acaso ustedes comprobaron la veracidad de esa persona mediante la videollamada que ustedes me exigian a la que le enviaron el dinero? por que eso es imposible, ya que yo en esas fechas yo estaba mandandonles documentos y estaba a expensas de esa videollamada.
3. EN RESUMEN USTEDES POR UN ERROR DE SU DEPARTAMENTO DE PAGOS REALIZARON ESE RETIRO A UNA CUENTA DE BITCOIN EQUIVOCADA Y SI REALIZAR LA COMPROBACION DE VERIFICACION CORRESPONDIENTE HACIA ESA PERSONA A LA CUAL LE ENVIARON EL DINERO. USTEDES SON LOS RESPONSABLES UNICOS DE ESTE ERROR Y YO LES RUEGO QUE ASUMAN EL MISMO Y ME PAGEN LO QUE ME CORRESPONDE.

Muchas gracias por la atencion y espero contestacion tanto de ustedes mostbet como de Guru.

Tambien informarles que tengo muchisimos correos guardados y documentos que pueden demostrar lo dicho.

Atentamente un humilde jugador que solo quiere lo que le corresponde.

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.

Hello, Dear Tejada48 and Casino Guru!

Thank you for waiting! We have received the information of the checking results and we are pleased to inform you that the player's account has been unblocked and the funds have been returned to the balance. Dear Tejada48, please check and confirm that the complaint has been resolved.

Best regards, Mostbet.

Thank you for the update, MostBet Casino team. Looks like good news.

Dear Tejada48,

Seems like there was a technical issue or a human error before.

Can you please check your casino account and confirm the above-stated?

Would you like me to wait and keep the complaint open until the disputed funds are completely and successfully withdrawn, or can I consider the issue resolved and close the complaint? Is there anything else I could help you with?

Dear Tejada48,

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.

hello, good afternoon

Indeed, THE FUNDS HAVE BEEN RETURNED AND THE ACCOUNT UNLOCKED since, as I have fought so hard here and demonstrated, apparently it was a human or technical error.

However, Mr. Guru, I would like to continue having the complaint open since I am having a lot of problems being able to make that withdrawal effective to my Bitcoin account.

It is true that they have paid me part of the money, specifically about 3,400 euros, but many of the payments are rejected and I have to keep requesting payments again and again so that they pay me some from time to time.

So I would like to keep this complaint open until I am paid in full.

That being said...I WOULD LIKE TO THANK BOTH THE MOSTBET TEAM AND THIS GURU APPLICATION, for the effort and work they are doing and that it seems to be on the right path to being resolved favorably.

Do not have any doubt that as soon as the entire amount of money is paid to me, I will put this circumstance in the reviews stating that the casino has resolved the matter and is a trustworthy casino.

hola buenas tardes

Efectivamente LOS FONDOS HAN SIDO DEVUELTOS Y LA CUENTA DESBLOQUEDAD ya que, como tanto he luchado por aqui y demostrado, al parecer fue un error humano o tecnico.

Sin embargo señor de guru me gustaria seguir teniendo la queja abierta ya que estoy teniendo muchisimos problemas para poder hacer efectivo ese retiro a mi cuenta de Bitcoin.

Es cierto que me han abonado parte del dinero, concretamente unos 3400 euros, pero muchos de los pagos son rechazados y tengo que estar una y otra vez solicitando pagos para que de vez en cuando me abonen alguno.

Asi que me gustaria mantener esta queja abierta hasta que se me abone la totalidad del dinero.

Dicho esto...ME GUSTARIA AGRADECER TANTO AL EQUIPO DE MOSTBET COMO A ESTA APLICACION DE GURU, el esfuerzo y el trabajo que estan haciendo y que parece que va por el buen camino de solucionarse favorablemente.

No tengan ningun genero de dudas que en cuanto se me abone toda la cantidad de dinero, pondre esta circunstancia en las reseñas exponiendo que el casino ha solucinado el asunto y es un casino de fiar.

Great news, Tejada48!

Sure, I can keep the complaint open for longer.

Can you please provide us with an update on the disputed amount? Is there any progress?

Has the casino paid out any payments since the last update? What is the current approximate disputed amount that remains in your casino account balance?

Your withdrawal requests may be rejected due to the casino's withdrawal policy and limits.

I sincerely believe the remainder of your winnings will be paid out in full soon if it has not been yet.

Hello Mr. Guru...I have to say that fortunately, although little by little it is already trickling down, all the money has been paid to me and it is currently all paid.

So luckily for everyone involved, the issue has been resolved favorably.

Hola señor de Gurú...he de decir que afortunadamente, aunque muy poco a poco y a cuenta gotas, se me ha sido abonando todo el dinero y actualmente está todo pagado.

Así que por suerte para todos los implicados, el tema se ha resuelto favorablemente.

What great news, Tejada48!

Thank you for confirmation and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thank you, MostBet Casino team, for your help and cooperation!

Best regards,

Branislav, Casino.guru