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Good afternoon, I play on MOSTBET but they have withheld my prize of 260 PEN since October 5, I have successfully passed the validations that MOSTBET required both in the documents and in the video call with me and them. I am very distressed since it has been two and a half months that MOSTBET has withheld my prize, I no longer know what to do. I wrote to them through the chat and by email and they told me that I violated rule 2.10 but they have not specified what error I committed. I play from my cell phone only at the MOSTBET casino, they have beautiful images, I trust them by making different deposits to my MOSTBET account but they do not behave in a good way, I no longer know what to do, they do not give me details of what I did to be punished . Because such a big MOSTBET casino can hold or keep my 260 PEN for two and a half months.

Help me please, I would like you to treat us well as people, as clients. I have lost and gained money but if they are going to hold onto people's money for so long, they don't know the damage they cause.

My account number: [hidden by Casino Guru as it contains sensitive information]

My phone number associated with my account, I am from Peru: [hidden by Casino Guru as it contains sensitive information]

My id of the game that is holding my prize is [hidden by Casino Guru as it contains sensitive information]

Please help me.

Thank you

Buenas tardes, yo juego en MOSTBET pero ellos tienen retenido mi premio de 260 PEN desde el 05 de octubre, he pasado las validaciones exitosamente que requirio MOSTBET tanto en los documentos y como en la video llamada conmigo y ellos. estoy muy angustiada ya que van dos meses y medio que MOSTBET tiene retenido mi premio, ya no se que hacer. Les escribi por el chat y por correos y me dicen que falte a la regla 2.10 pero no me han especificado que falta cometi. Yo juego desde mi celular solo en el casino MOSTBET tienen bonitas imagenes, confie en ellos realizando distintos depositos a mi cuenta de MOSTBET pero ellos no se comportan de buena manera, ya no se que hacer, no me brindan detalles de que hice para ser castigada. Porque un casino MOSTBET tan grande puede retener o quedarse con mis 260 PEN durante dos meses y medio.

Ayudenme por favor quisiera que nos traten bien como personas, como clientes. He perdido y ganado dinero pero si van a retener la plata de las personas por tanto tiempo, no saben el daño que causan.

Mi numero de cuenta: [hidden by Casino Guru as it contains sensitive information]

Mi telefono asociado a mi cuenta, soy de peru: [hidden by Casino Guru as it contains sensitive information]

Mi id del juego que retienen mi premio es [hidden by Casino Guru as it contains sensitive information]

Por favor ayudenme.

Gracias

Dear Gperaltah,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with MostBet Casino. I have checked the Terms and Conditions, and this is what I found under the rule 2.10:

The Betting Company reserves the right to delete the Client's account and/or revoke part or all of the bets made by this Client, and/or impose restrictions on the withdrawal of funds from the Client's account, and/or introduce other restrictions at the sole discretion of the Betting Company, if it is determined that:

• the Client at the time of betting had information about the result (outcome) of the event;
• the Client was able to influence the outcome of the event, being a direct participant of the match (athletes, referees, coaches, etc.) or an individual acting on their behalf and in any other way;
• the bets are placed by the Client who is in violation of the prohibitions established in Paragraph 2.6. of these Rules;
• the bets are placed by a group of Clients acting in concert (syndicate) and/or by a Client acting in concert with other Clients and/or third parties, including for the purpose of circumventing the restrictions established by the Betting Company (any contractual arrangements are prohibited);
• the Client has multiple accounts (multiple registration);
• the Client, according to the Betting Company, used software or technical equipment to automate the betting process, and/or used software that affects and/or is able to effect the betting process;
• the Client used any fraudulent methods of obtaining information or avoiding the limits and restrictions set by the Betting Company, as well as any external factors that, in the opinion of the Betting Company, may be deemed fraudulent and/or provide an unfair advantage;
• the Client engages in Arbitrate betting;
• the Client has used multi sessions (multiple simultaneous sessions from a single Account);
• the Client is abusing loyalty programs and/or bonus programs;
• the Client has requested chargeback (in accordance with the International Payment Systems rules) or otherwise denies making a deposit and/or paying for the Services of the Betting Company and/or placing bets;
• the Client performs other actions that the Betting Company may deem fraudulent and/or in violation of these Rules.

Could you please specify what kinds of games did you play? Was it slots, live casino games, or sports betting?

Could you please confirm if you passed the KYC verification?

Have you made any successful withdrawals from this casino before?

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

Best regards

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 800 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello Dear Gperaltah and Casino Guru!

We are sorry to hear that you have a negative impression of our service. We checked the information, your gaming account is active, your coupon 1297439917 was under verification. According to our rules, some bets can be verified. Verification takes some time, thank you for waiting! We have received information that your betting win was successfully accrued. Please confirm that the problem has been resolved.

Best regards, Mostbet.

Dear Gperaltah,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.