MostBet Casino - Spilleren står over for problemer med håndhævelse af selvudelukkelse.

I am self excluded but they didnt block me from losing 669.10 eur

They don't reply to my emails and they don't care.

Dear brunomeirinhas,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

To better understand your situation and proceed with your case, could you please clarify a few details?

• When and how did you request self-exclusion?
• Did you receive any confirmation from the casino that your self-exclusion was applied?
• Was the self-exclusion meant to be temporary or permanent?
• Have you tried reaching out to the casino through alternative methods, such as live chat or phone support?

If you have any relevant communication with the casino—such as emails where you requested self-exclusion or confirmation that it was processed—please forward them to petronela.k@casino.guru. This will help us assess your case more effectively.

I hope we will be able to help you resolve this issue as soon as possible. Meanwhile, we appreciate your patience after you reply and we investigate the issue.

Thank you in advance for your reply and cooperation.

Best regards,

Petronela

Hi Petronela,

My self exclusion is permanent in all physical and online casinos and it has been in place since 2022. It seems that online casinos licensed in Curaçao just don't respect and don't care about that.

Live chat is blocked for me and cannot find any phone number.

Actually I have done more deposits so the total amount that MostBet.com should refund me is 744.10€. They still even didn't suspend my account so I can still deposit and play, even after a lot of E-mails asking for my account to be suspended and the money to be refunded.

Even after I asked them to refund and suspend immediately my account, they didn't do it and let me deposit and play. I lost total of 814.10 EUR. PLEASE HELP ME 😭

They still refuse to refund the 823.10 euros

Eles continuam a recusar devolver os 823.10 euros

Hi brunomeirinhas,

• To make sure I fully understand your situation, could you please confirm whether your self-exclusion is registered with SRIJ (Serviço de Regulação e Inspeção de Jogos)?
• I also need to clarify when the first time was that you contacted MostBet about your gambling problem and requested them to suspend your account and issue the refund.

Thank you in advance for your reply and cooperation.

Yes I am self excluded in the list of SRIJ (Serviço de Regulação e Inspeção de Jogos) which covers all legal casinos operating in Portugal which doesn't seem to be the case of MostBet.com, Vincispin.com and Twin.com. I have been self-excluded since 3rd June 2022 and my first conctact with MostBet.com asking the suspension of my account and the refund was on 12th February 2025. So far, the account is suspended but no refund and they claim that it won't happen because their terms and condictions and Curaçao license is basically protecting them on the fact they are breaking a few laws.

So I don't know what to do more to get 823.10 Euros back from MostBet.com

Hi brunomeirinhas,

Thank you for your reply and for sharing these details.

I understand how frustrating this situation must be, especially since you have been self-excluded under SRIJ since June 2022. However, because MostBet.com does not operate under an SRIJ license, they were not obligated to block your account before you informed them. Based on what you described, it seems that as soon as you contacted them on February 12, 2025, they suspended your account.

Since the casino was unaware of your gambling problem before you informed them, they are not necessarily obligated to refund your deposits. However, I’d still like to understand the situation better.

• Could you let me know when was the last time you deposited at this casino? This will help clarify whether they allowed you to continue playing after your request.

Looking forward to your reply.

Registration was 12/02/2025, 12:52 PM

First contact via email was 12/02/2025, 16:25 explaining the self-exclusion situation and asking for a refund of 300.90 euros after the chat contacts didn't work.

They still allowed me to deposit and play for a few days.

On February 12, 2025, at 12:52, I registered an account with Mostbet.com. Shortly after, at 16:25 on the same day, I contacted your support team via email, informing you that I had previously self-excluded from online gambling and requesting a refund of 300.90 EUR due to my self-exclusion. I reached out via email after my attempts to resolve this through live chat were unsuccessful.

Despite this clear communication and request for self-exclusion, Mostbet.com continued to allow me to deposit funds and gamble for several more days, resulting in a total deposit of 823.10 EUR. This directly contradicts responsible gambling policies and violates multiple legal provisions regarding self-exclusion enforcement.

As an operator providing gambling services in jurisdictions where self-exclusion is a legal requirement, you are fully obligated to uphold it and prevent self-excluded players from depositing or playing. Your failure to enforce my self-exclusion and your continued acceptance of my deposits constitute a breach of consumer protection laws, responsible gambling regulations, and fair gaming principles.

Based on these violations, I am formally requesting the immediate refund of 823.10 EUR. If this matter is not resolved amicably, I will proceed with legal action, including filing complaints with regulatory authorities, financial institutions, and consumer protection agencies. I urge you to process the refund promptly to avoid further escalation.

Registo foi 12/02/2025, 12:52

Primeiro contacto via email foi 12/02/2025, 16:25 a explicar a situação de autoexclusão e pedir o reembolso de 300.90 euros depois dos contactos via chat não terem funcionado.

Ainda assim permitiram depósitos e que jogasse durante alguns dias.

On February 12, 2025, at 12:52, I registered an account with Mostbet.com. Shortly after, at 16:25 on the same day, I contacted your support team via email, informing you that I had previously self-excluded from online gambling and requesting a refund of 300.90 EUR due to my self-exclusion. I reached out via email after my attempts to resolve this through live chat were unsuccessful.

Despite this clear communication and request for self-exclusion, Mostbet.com continued to allow me to deposit funds and gamble for several more days, resulting in a total deposit of 823.10 EUR. This directly contradicts responsible gambling policies and violates multiple legal provisions regarding self-exclusion enforcement.

As an operator providing gambling services in jurisdictions where self-exclusion is a legal requirement, you are fully obligated to uphold it and prevent self-excluded players from depositing or playing. Your failure to enforce my self-exclusion and your continued acceptance of my deposits constitute a breach of consumer protection laws, responsible gambling regulations, and fair gaming principles.

Based on these violations, I am formally requesting the immediate refund of 823.10 EUR. If this matter is not resolved amicably, I will proceed with legal action, including filing complaints with regulatory authorities, financial institutions, and consumer protection agencies. I urge you to process the refund promptly to avoid further escalation.

They are not replying to my emails. Still waiting for the 823.10 euros refund that they declined.

Hi brunomeirinhas,

Could you please send us screenshots of your deposit history? This can be either:

• A bank statement showing the transactions related to MostBet.com
• A screenshot from your casino cashier history displaying your deposits

Please forward the screenshots to my email: petronela.k@casino.guru. Once we receive them, we will review the information and determine the next steps.

Thank you.

Sent you the email with the attachment

The casino didn't reply yet. What can I do to get this refund asap?

Hi brunomeirinhas,

Thank you for your reply and for sending the email with the attachment.

To help us move forward, could you please clarify the following:

1. When did you place your last deposit with MostBet.com?
2. I'm attaching a screenshot of the email you provided. Can you confirm if this was your first email to the casino regarding this issue?

Your answers will help us better understand the situation and guide the next steps.

Looking forward to your reply.

Last deposit was on 15th february. First contacts were via chat directly with casino on 12th february right after registration. They didn't exclude my account and let me spend 823.10 euros.

Please help me. They even don't reply to my emails. Help me getting this refund.

Deposit 1: February 12, 2025 - 12:51 GMT 20€

Deposit 2: February 12, 2025 - 14:49 GMT 30€

Deposit 3: February 12, 2025 - 15:00 GMT 30€

Deposit 4: February 12, 2025 - 15:17 GMT 60€

Deposit 5: February 12, 2025 - 15:28 GMT 30€

Deposit 6: February 12, 2025 - 15:41 GMT 100€

Deposit 7: February 12, 2025 - 15:54 GMT 30,90€

Deposit 8: February 13, 2025 - 21:39 GMT 20€

Deposit 9: February 13, 2025 - 22:12 GMT €20.60

Deposit 10: February 13, 2025 - 22:23 GMT €20.60

Deposit 11: February 13, 2025 - 22:36 GMT €51.50

Deposit 12: February 13, 2025 - 22:43 GMT €51.50

Deposit 13: February 13, 2025 - 22:47 GMT €51.50

Deposit 14: February 13, 2025 - 23:06 GMT €51.50

Deposit 15: February 14, 2025 - 08:17 GMT 100€

Deposit 16: February 15, 2025 - 11:46 GMT 15€

Deposit 17: February 15, 2025 - 11:57 GMT 30€

Deposit 18: February 15, 2025 - 12:36 GMT 10€

Deposit 19: February 15, 2025 - 12:38 GMT 10€

Deposit 20: February 15, 2025 - 13:27 GMT 10€

Deposit 21: February 15, 2025 - 13:38 GMT 10€

Deposit 22: February 15, 2025 - 23:29 GMT 10€

Deposit 23: February 16, 2025 - 00:04 GMT 10€

Deposit 24: February 16, 2025 - 00:09 GMT 10€

Deposit 25: February 16, 2025 - 00:17 GMT 10€

Deposit 26: February 16, 2025 - 00:19 GMT 10€

Deposit 27: February 16, 2025 - 00:22 GMT 10€

Deposit 28: February 16, 2025 - 00:27 GMT 10€

Total €823.10

Depósito 1: 12 de Fevereiro de 2025 - 12:51 GMT 20€

Depósito 2: 12 de Fevereiro de 2025 - 14:49 GMT 30€

Depósito 3: 12 de Fevereiro de 2025 - 15:00 GMT 30€

Depósito 4: 12 de Fevereiro de 2025 - 15:17 GMT 60€

Depósito 5: 12 de Fevereiro de 2025 - 15:28 GMT 30€

Depósito 6: 12 de Fevereiro de 2025 - 15:41 GMT 100€

Depósito 7: 12 de Fevereiro de 2025 - 15:54 GMT 30,90€

Depósito 8: 13 de Fevereiro de 2025 - 21:39 GMT 20€

Depósito 9: 13 de Fevereiro de 2025 - 22:12 GMT 20,60€

Depósito 10: 13 de Fevereiro de 2025 - 22:23 GMT 20,60€

Depósito 11: 13 de Fevereiro de 2025 - 22:36 GMT 51,50€

Depósito 12: 13 de Fevereiro de 2025 - 22:43 GMT 51,50€

Depósito 13: 13 de Fevereiro de 2025 - 22:47 GMT 51,50€

Depósito 14: 13 de Fevereiro de 2025 - 23:06 GMT 51,50€

Depósito 15: 14 de Fevereiro de 2025 - 08:17 GMT 100€

Depósito 16: 15 de Fevereiro de 2025 - 11:46 GMT 15€

Depósito 17: 15 de Fevereiro de 2025 - 11:57 GMT 30€

Depósito 18: 15 de Fevereiro de 2025 - 12:36 GMT 10€

Depósito 19: 15 de Fevereiro de 2025 - 12:38 GMT 10€

Depósito 20: 15 de Fevereiro de 2025 - 13:27 GMT 10€

Depósito 21: 15 de Fevereiro de 2025 - 13:38 GMT 10€

Depósito 22: 15 de Fevereiro de 2025 - 23:29 GMT 10€

Depósito 23: 16 de Fevereiro de 2025 - 00:04 GMT 10€

Depósito 24: 16 de Fevereiro de 2025 - 00:09 GMT 10€

Depósito 25: 16 de Fevereiro de 2025 - 00:17 GMT 10€

Depósito 26: 16 de Fevereiro de 2025 - 00:19 GMT 10€

Depósito 27: 16 de Fevereiro de 2025 - 00:22 GMT 10€

Depósito 28: 16 de Fevereiro de 2025 - 00:27 GMT 10€

Total 823.10€

Please help me. This casino robbed me

Por favor ajudem me. Este casino roubou me

Hi brunomeirinhas,

Thank you for your patience. Based on the timeline you've provided, the timeframe within which the casino acted is actually within an acceptable range, though I understand it may not feel ideal. Here’s a quick overview with the hours:

• 12.2.2025 (after 16:00) – First contact with the casino.
• 16.2.2025 (early morning) – Last deposit made.

While it may not have been as fast as you would have liked, the casino’s actions fit within a reasonable timeframe for resolution.

In light of your concerns, I highly recommend using BetBlocker, a tool designed to help you restrict access to gambling sites. This will help prevent the temptation to return to gambling while you work through these issues. You can find more information and download BetBlocker here:

• BetBlocker website

Let me know if you need any assistance with that or if there’s anything else I can do for you.

You don't understand. I've been self-excluded since 2022. The casino should not even have allowed registration or deposits. This is really very serious and needs to be corrected immediately!

Não está a entender. Eu estou autoexcluído desde 2022. O casino não deveria ter permitido sequer o registo ou os depósitos. Isto é realmente muito grave e precisa ser corrigido imediatamente!

The self-exclusion in 2022 was not for this specific casino but for ALL casinos operating legally in Portugal (licensed by SRIJ), which unfortunately is not the case with this and many other casinos, which continue to operate illegally in Portugal, allowing easy registrations and deposits, without identity verification, allowing self-excluded players and even children to register, deposit and lose money quite easily and quickly.

A autoexclusão em 2022 não foi para este casino em específico mas sim para TODOS os casinos que operem de forma legal em Portugal (licenciados pela SRIJ) que infelizmente não é o caso deste e de muitos outros casinos, que continuam a operar de forma ilegal em Portugal, permitindo registos e depósitos fáceis, sem verificação de identidade, permitindo que jogadores autoexcluídos e até crianças possam registar, depositar e perder dinheiro de forma bastante fácil e rápida.

Hi brunomeirinhas,

Thank you for your continued patience as we work through your situation. Here's a summary of the case:

• You have been self-excluded from all legal casinos operating in Portugal since 2022 under the SRIJ (Serviço de Regulação e Inspeção de Jogos). However, MostBet.com is licensed under Curaçao, which is not subject to SRIJ regulations.
• You registered and made deposits with MostBet.com on February 12, 2025, and informed the casino of your self-exclusion on the same day. Despite your request, the casino continued to accept deposits until February 15, 2025, when you made your last deposit.
• While your situation is unfortunate, MostBet.com is not legally required to follow SRIJ's self-exclusion rules because they are licensed by Curaçao. Therefore, they are not obligated to block your account or refund your deposits.

Regarding the time between when you informed the casino about your gambling problem and the eventual closure of your account, although I understand it may feel frustrating, this delay is actually within an acceptable timeframe for resolution under typical casino operations.

Given these circumstances, there is no ground for a refund of the deposits.

At this time, I will need to close your complaint as we have exhausted all possible avenues. However, I strongly recommend using BetBlocker to restrict your access to gambling sites, ensuring you can manage this issue and prevent further temptation.

Best regards,

Petronela

Casino.Guru