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I had 103K HUF on my casino bonus account that disappeared overnight. I asked Mostbet customer service to explain but they didn’t provide correct details.

Dear hvsla73,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live games, slots, or multiplayer)? Which exact bonus you have activated and played, please?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Dear Petronella,

I was invited by my father last Wednesday 08/12 and registered successfully. I transferred 10K HUF on my account and started to play with casino slot games on Thursday. I lost this amount and started to play from bonus account and won ~ 100K HUF 😁. All bonus amount disappeared by yesterday noon.

another issue 😕

Beside this the promotion of Mostbet is misleading when the say cause it is not 100% valid. You must transfer and bet ~ 500 EUR to get this amount. I know the rules are published on their website but I’m only a customer(player) not a paragraph expert.

I’m very dissatisfied due to this behavior.

Many thanks for your assistance

Thank you, hvsla73, for your reply. Do I understand correctly that your winnings were accumulated through the First Deposit bonus?

https://mostbet.com/promo/bonuses

When you say that you were invited by your father to register with this casino, should I understand that you and your father share the same household and IP address? Looking forward to hearing from you.

Hello Petronela

Yes I won on bonus account 100000 HUF not on "real money" account. Yes we are living under same roof so we are using the same internet.

Thanks again

I see. Could you please advise if any of the accounts (yours or the one of your father) were successfully verified in the past?

Please find below screenshots about both verified account.

Thank you very much, hvsla73, for providing all the necessary information. I will now transfer your complaint to my colleague Martin (martin.d@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

I appreciate your kind assistance. Yepp hope the best. I just want to understand if I made something wrong to avoid next time 😁

Hello hvsla73!

I will take care of your complaint from now on. In order to proceed, I'd like to invite representatives of Mostbet Casino into this complaint to help us with resolution of the issue.

Excellent! Thank you Martin

Hi Dear hvsla73!

Thank you for your feedback. We are sorry that you faced problems, bonus amounts are disaperearing from gaming profile as soon as client is doing withdrawal request.

Have a nice day!

Sincerely yours, Mostbet

I was not aware and there was not any warning about it. I lost a big amount due to this. To be honest it doesn’t seem to be correct. What can we do ? I didn’t request withdrawal from bonus account. This is not the reason. Please explain

Kind reminder

Dear Mostbet,

Could you please explain the situation in more detailed manner? As it is not very clear to me what actually happened, nor it seems clear to the player.

 Dear Martin!

There are rules for receiving bonuses that are presented on our the site, the player should have read their conditions.

"In the process of fulfilling the conditions for wagering, a player can withdraw an amount from 0 to the total amount of wagered deposits if at least twice the bonus value remains on the game balance.

A successful withdrawal is considered the transition of the withdrawal request to the status "Completed". Withdrawal of funds in violation of the terms of this clause of the rules will be regarded as the player's refusal from the bonus, in this case the bonus balance will be canceled. This rule is in effect from the moment the bonus account is created until the bonus amount appears on the gaming account".

Link: https://mostbet.com/rules#23

Have a nice day!

Sincerely yours, Mostbet

I withdraw from real money account and this rule apply. That is ridiculous. This is a fraud.

Dear Mostbet Casino,

As I am not sure in particular, if I understand the situation correctly from all the information that has been provided, therefore I must ask to have a full picture.

Did the player used a bonus and before the wagering requirements were met he applied for withdrawal, which rendered his bonus amount & winnings void?

Dear Martin,

According to our rules, if client have active bonuses and is making withdrawal while having those active bonuses, his bonuses will be cancelled.

I find a much better online casino where they’re doing these things correctly. I highly recommend FAIRSPIN instead of these bustards. You get correct customer support and the system informs you about the consequences of your action.

Hello hvsla73!

I'd like to inform you, that after gathering all the necessary information, we will need to discuss this complaint internally with our team in order to come off with any conclusion. I will be informing you with our position shortly.

Dear Martin,

We would like to draw your attention on the fact, that client showed proofs that he has 2 accounts, what is brutal violation of our rules.

Dear Mostbet Casino,

Thank you for providing us with this information. I'd like to ask you to send me the supporting evidence to my email, my address is: martin.d@casino.guru.

Dear Martin,

Evidences are in our discussion here 🙂

I send "both" my fathers and my account but we never ever have two account for one person. Ridiculous and pathetic explanation. Mostbet is a fraud.

Dear hvsla73,

Thank you for providing an explanation for the objection of the casino. Regarding the original case of dispute, I'd like to acknowledge you with the conclusion of our internal discussion.

Usually the bonuses come with some terms and conditions which need to be fulfilled before the players can withdraw their winnings. According to all the information I was able to get in this case, the issue was that you have not completed the wagering requirements and applied to a withdrawal, which then led to your bonus balance being voided. Unfortunately, there is nothing we can do about this, as the terms and conditions of bonuses are very clear about this situation.

We would really appreciate if the casinos would warn the players about the consequences of such actions, which may lead to zeroing out the bonus balance before fulfilling the wagering requirements. Sadly, each casino is different, but the terms and conditions always apply and we also recommend the players to read them.

With all that being said, I regret to inform you that we will not be able to support you in this case and soon I will close it. Is there anything else that we might be of help?

I have nothing to add. I have learned the lesson. I find a fair online platform for such an activity. Thanks

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry, we were not able to help you with this one, but 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.