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Hello,

For months, I have informed the casino about my problem with gambling addiction, and they have consistently ignored my requests, allowing me to continue playing and losing. Can you help me resolve the situation with these scammers?

Thank you

Buongiorno,

da mesi avviso il casino dei miei problemi di Ludopatia e hanno sempre ignorato le mie richieste consentendomi di giocare e perdere. Volete aiutarmi a sistemare la situazione con questi truffatori?

Grazie

Hello filippo00000,

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?
• When did you first request for self-exclusion?
• Did you mention gambling addiction in your request?

Please forward an evidence of the self-exclusion request to nikolas.b@casino.guru.

Looking forward to your answer.

Regards,

Nick

HI,

I sent you the email. Let's see if you deny the evidence this time too, taking the side of the mess.

Ciao,

ti ho mandato la mail. Vediamo se anche questa volta negate l'evidenza prendendo le parti del casino.

Hello filippo00000,

Can you please forward the requests in full e-mail form rather than screenshots?

Additionally, can you please clarify where did you get it@mostbet.com e-mail address from?

Looking forward to your response.

Regards,

Nick

HI,

email sent, the email address was given to me by the live chat. Do you want to contact these thieves and help me or continue to stall for time to give them reason??? I find all this absurd. Help me or I will report you too

Ciao,

mail mandata, l indirizzo mail me lo ha dato la live chat. Volete interpellare questi ladri e aiutarmi o continuare a prendere tempo per dare ragione a loro??? Trovo assurdo tutto questo. Aiutatemi o denuncio anche voi

Hello filippo00000,

Can you please advise if your account is still active and if not, since when is it closed?

I understand that this situation is incredibly frustrating, and I want you to know that we take every complaint seriously, doing our best to assist with each case as fairly and transparently as possible.

However, I must emphasize that we do not accept threats or aggressive language. We are here to help facilitate a constructive resolution, but we ask that you communicate respectfully so we can effectively support you. If this approach does not align with what you’re looking for, we strongly recommend seeking a different platform that might better suit your needs.

In case of any additional threats towards us, your account will be permanently banned.

Best regards,

Nick

Good morning,

my account is still open. I didn't threaten anyone though, I just asked you to contact the casino. It's been two weeks, I provided you with everything and you still haven't done anything to help me. I'm not frustrated but very disappointed.

Buongiorno,

il mio account è ancora aperto. Comunque non ho minacciato nessuno, vi ho chiesto solo di interpellare il casino. Sono passate due settimane, vi ho fornito tutto e non avete ancora fatto nulla per aiutarmi. Non sono frustrato ma molto deluso.

Thank you filippo00000 for all the information provided so far. I will now forward your complaint to my colleague Kubo (jakub.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear filippo00000,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the MostBet Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear MostBet Casino,

Could you please provide a detailed explanation regarding this case? Specifically, I would like to understand why the player’s account was not closed despite the fact that he had expressed concerns about gambling-related issues.

Thank you in advance for your prompt response.

Best Regards,

Kubo

HI,

What happens if they don't respond by the deadline?

I would say that this silence confirms what I wrote, but I guess you can't do anything, right?

Thank you

Ciao,

cosa succede se non rispondono entro la scadenza?

Direi che questo silenzio conferma quanto da me scritto, ma immagino non possiate fare nulla giusto?

Grazie

Hello, Dear filippo00000!

We're sorry you had a negative impression. We always try to understand any situation and help you. Your game account 193245629 has been deleted. 

Best regards, Mostbet.

Casino Guru,

it doesn't work like that, I want my money back because Mostbet ignored my reports and my requests for help.

Now they think they can solve it with this answer?

They are making fun of me and you.

They should have closed it at the time, avoiding ruining my life by making me lose money. What happened to the respect for responsible gaming? It's been 2 months since I reported these gentlemen as per the email I forwarded to you. Now I expect a decisive action from you.

Thank you

Casino Guru,

non funziona così, io rivoglio i miei soldi perché Mostbet ha ignorato le mie segnalazioni e le mie richieste di aiuto.

Ora pensano di risolverla con questa risposta?

Stanno prendendo in giro me e voi.

Dovevano chiuderlo a suo tempo evitando di rovinarmi la vita facendomi perdere soldi. Che fine ha fatto il rispetto del gioco responsabile? Sono passati 2 mesi dalla mia segnalazione a questi signori come da mail che vi ho inoltrato. Ora mi aspetto un'azione decisa da parte vostra.

Grazie

Dear MostBet Casino,

Thank you for your response and for completing the account closure process. However, based on the evidence provided by the player, he communicated his gambling issue in an email sent to it@mostbet.com on October 3rd, 2024, at 11:20. I believe this is the first instance when the player raised his concern.

Could you please clarify your stance on this matter? Why was the player's account not closed following this claim?

Thank you for your attention to this issue.

Hello, Dear Kubo!

We would like to familiarize ourselves with the evidence provided by the player, as our team have not found any requests in the system to online chat or e-mail on the topic of deleting the game account with ID 193245629. 

The only appeal of the player, which we managed to find, is the appeal on the problem of the casino section work. 

Please send the details here or to sermsupport@mostbet.com.

We are always interested in getting to the bottom of a situation.

Best regards, Mostbet.

Dear all, here it is:

Do you still deny the evidence or will you return my deposits and apologize for the mistake and superficiality with which you handled my case?

Gentilissimi ecco qui:

Negate ancora l'evidenza oppure mi restituite i depositi e vi scusate per l'errore e la superficialità con la quale avete gestito il mio caso?

Dear MostBet Casino,

As mentioned in the player’s previous post, they have provided screenshots of their email correspondence with your support team at it@mostbet.com. If it is possible to provide evidence from your system - whether in the form of screenshots or any other relevant documentation - showing that no incoming messages with self-exclusion requests, were received, I kindly request that you share this information.

You can post the evidence here in this thread or send it directly to my email address at jakub.m@casino.guru.

Thank you for your cooperation.

Dear filippo00000,

In the meantime, I kindly ask you to share the email containing your initial self-exclusion request to the casino in EML format.

To download the messages from your Gmail account, please click on the three dots in the top right corner of the email and select "Download message" (refer to the attached screenshot for guidance).

Please attach the EML file and send it to my email address mentioned above.

Thank you.

Hello Kubo,

Email sent.

Thank you

Ciao Kubo,

Mail inviata.

Grazie

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.

So let me get this straight, for something of this gravity they get away with a bad review? Casino Guru is this how you protect your members?

Quindi fatemi capire, per una cosa di tale gravità se la cavano con una cattiva recensione? Casino Guru è così che tuteli i tuoi iscritti?

Dear filippo00000,

I would like to kindly remind you that I requested the original self-exclusion request you sent to the casino, but I have only received another screenshot. Unfortunately, the screenshots provided do not serve as sufficient evidence in this case.

I understand that you currently do not have access to a PC where the original email can be downloaded. However, without this evidence and with the casino claiming they did not find any record of your request, the matter remains unclear.

As an alternative, I suggest recording a video of your phone screen, clearly showing the navigation to the outbox folder of your email account. Then, please navigate to the message you sent on October 3, 2024, to it@mostbet.com and open it so that the entire content is visible. This will help substantiate the claim that you did indeed send the self-exclusion request.. This will help substantiate the claim that you did indeed send the self-exclusion request.

Once the recording is ready, please send it to my email at jakub.m@casino.guru.

Thank you for your cooperation.

Let me get this straight, Mostbet hasn't even responded and you agree with them? Attention all players!!! Have you seen how Casino Guru protects us?

Fatemi capire, Mostbet non ha neanche risposto e voi date ragione a loro? Attenzione a tutti i giocatori!!! Avete visto come ci tutela Casino Guru?

Dear MostBet Casino,

The player has provided a video recording of their email inbox, which shows evidence of a message sent to it@mostbet.com on October 3rd, 2024. I kindly ask that you double-check your system to verify whether any incoming emails from the player were received on or around this date.

Furthermore, I would like to reiterate my request for evidence from your system - whether in the form of screenshots or other relevant documentation - demonstrating that no such emails containing a self-exclusion request were received.

Please provide this information either by posting it here in this thread or by sending it directly to my email address at jakub.m@casino.guru.

Thank you for your cooperation.

Dear filippo00000,

Let me clarify things for you. To conduct a thorough and fair investigation, we need all relevant evidence regarding your case. I wasn’t present when you were playing at the casino, which is why I am requesting evidence from both you and the casino. While I understand that this situation is frustrating, I kindly ask for your patience. Many players face similar issues with online casinos, and it’s crucial to approach these cases methodically to ensure fair outcomes.

Please refrain from making threats or spreading negativity about Casino Guru online. At the end of the day, you sought our help, and we are working diligently to assist you. Thanks to our efforts, communication with the casino has been established, your account has been blocked, and the investigation is ongoing.

Regarding your last message: I did not imply in any way that I agree with the casino. I merely asked for the evidence that took you 10 days to provide. We are committed to protecting players from unfair or predatory practices, but we cannot proceed with a resolution without cooperation from all parties involved.

Thank you for your understanding.

I want to say that I have provided the evidence, the casino has not and it has been over a month. Now I wonder what evidence they have to provide? I have already provided it. Can you tell them to return the money? So we can end this peacefully without me having to contact the postal police. Thanks

Ci tengo a dire che io le prove le ho fornite il casinò no ed è passato più di un mese. Ora mi chiedo che prove devono fornire? Le ho già fornite io. Potete dirgli di restituire i soldi? Così la finiamo qui in maniera pacifica senza che io debba contattare la polizia postale. Grazie

Hello, Dear Kubo!

We sent you an email with information about the case and files from sermsupport@mostbet.com. We hope that it wiil help for a resolution of the case. We will be waiting for your response, thank you.

Have a nice day!

Best regards, Mostbet.

Dear Mostbet,

post your answer here. Casino Guru, I provided a video where you can see that the email was sent, how can they say that it is not true??? Do you want to intervene or not? Attention to all players, Casino Guru confirms my version, stay away from Mostbet they are scammers

Caro Mostbet,

pubblica qua la tua risposta. Casino Guru, io vo ho fornito un video dove si vede che la mail è stata mandata, come possono dire che non è vero??? Volete intervenire oppure no? Attenzione a tutti i giocatori, Casino Guru conferma la mia versione, state alla larga da Mostbet sono dei truffatori

It's all so obvious, I sent the evidence, they deleted it. I ask everyone, does it seem normal to you that I still haven't received the refund despite Casino Guru proving me right?

È tutto così palese, io go mandato le prove, loro le hanno cancellate. Chiedo a tutti, vi sembra normale che io non abbia ancora ricevuto il rimborso nonostante Casino Guru mi abbia dato ragione?

Dear MostBet Casino,

I have responded to your email with additional inquiries and kindly request your reply at your earliest convenience.

Thank you for your prompt attention to this matter.

I hope all players are reading this thread. Stay away from Mostbet! I am sharing the link on all social media, everyone needs to know that these guys ruined my life. They don't want to compensate for their mistake, well they will suffer more damage with word of mouth.

Spero che tutti i giocatori stiano leggendo questa conversazione. State alla larga da Mostbet! Io sto condividendo il link su tutti i social, tutti devono sapere che questi signori mi hanno rovinato la vita. Non vogliono risarcire il loro errore, bene avranno un danno maggiore con il passaparola.

Hello, Dear Kubo!

We sent you a reply with files from sermsupport@mostbet.com. We hope that it wiil help for a resolution of the case. We will be waiting for your response, thank you.

Have a nice day!

Best regards, Mostbet.

I find it absurd that the situation has not yet been resolved and that Casino Guru is being fooled by these scammers. I sent a video with the evidence, what more can I do? Now I share everything on trustpilot, it seems to me that you are making an agreement to cover up the serious damage done by Mostbet. I also find it absurd that these thieves have not yet apologized for what happened. Players, stay away from these scammers! I took a screenshot, there is no reason for the message to be deleted. Thank you

Trovo assurdo che non si sia ancora risolta la situazione e che Casino Guru si faccia prendere in giro da questi truffatori. Ho mandato un video con le prove, più di così cosa devo fare? Ora condivido tutto su trustpilot, mi sembra che vi stiate mettendo d'accordo per coprire il grave danno commesso da Mostbet. Inoltre trovo assurdo che questi ladri non abbiano ancora chiesto scusa per l'accaduto. Giocatori state lontano da questi truffatori! Ho fatto lo screen, non è il caso che il messaggio venga cancellato. Grazie

Dear MostBet Casino,

I wanted to follow up on an email I sent on January 2nd regarding an additional inquiry. I would greatly appreciate it if you could kindly provide a response at your earliest convenience.

Thank you for your attention to this matter, and I look forward to hearing from you soon.

Hello, Dear Kubo!

We sent you a reply with files from sermsupport@mostbet.com. We hope that it wiil help for a resolution of the case. We will be waiting for your response, thank you.

Have a nice day!

Best regards, Mostbet.

Dear filippo00000,

After a thorough review of all the evidence provided by both sides, we have reached a final resolution regarding your case. Unfortunately, the outcome may not be what you were hoping for.

Following the investigation, it has been determined that your claim for a refund lacks valid grounds. Specifically, the email dated October 3, 2024, in which you allegedly disclosed your gambling problem, was never received by the casino. While you have provided multiple pieces of evidence suggesting that the email was sent, we have reasonable grounds to conclude that this "message" is, in fact, a fabricated thread created on October 31, 2024, to appear as if it were a reply to an earlier email. The casino has sufficiently proven that no such message from October 3, 2024, exists or ever existed.

The first mention of your gambling issues occurred on October 29, 2024, after which no further deposits were made. This timeline suggests that your claim may have been an attempt to abuse the self-exclusion policy in an effort to retroactively recover losses incurred before disclosing your gambling problem. This raises concerns about potential misuse of responsible gambling measures.

Due to the aforementioned reasons I must reject your complaint as unjustified.

Given that this is not the first complaint from you involving gambling-related issues, I would like to take this opportunity to introduce you to some resources and options that may help you moving forward.

As part of our Global Self-Exclusion Initiative, we’ve partnered with BetBlocker, a UK-registered charity that provides a free tool to help people manage their gambling habits. BetBlocker allows users to block access to over 84,230 gambling websites across multiple devices.

The service is quick to install (just 2 minutes) and runs quietly in the background.

It supports 7 languages and offers anonymous use, allowing individuals to restrict access to gambling sites completely or limit access during vulnerable periods.

For more information:

• Global Self-Exclusion Initiative: https://casino.guru/global-self-exclusion-initiative
• BetBlocker Website: https://betblocker.org/

Please note: BetBlocker also restricts access to gambling information sites, including Casino Guru. If you wish to use our site for ongoing complaints or resources, ensure that this option is unchecked during setup.

Additionally, if you are struggling with gambling addiction, reaching out to someone and seeking professional help can be a crucial step toward recovery. The treatment centers in Italy listed on this page specialize in helping individuals overcome gambling-related challenges through phone support, online counseling, or in-person sessions.

I encourage you to explore these resources and connect with professionals who can provide the guidance and support you need.

I am truly sorry that we could not reach a more favorable resolution for you this time. However, I hope the resources provided will help you take the necessary steps to resolve this matter and find support moving forward.

Best Regards,

Kubo