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Good day,

I have a problem with a MOSTBET bet.

I sent money to the game account (500 CZK), everything went well until I started winning, I got to 7,500 CZK and I ended up, my account was frozen out of nowhere.

So I started writing in support, where a certain Mrs. Jana was not able to tell me the reason and that she had to turn to the manager.

After a few days, it turned out that verification was needed, so I sent the required documents.

After another few days, I was told that there must be a skype call for which the pna manager will have up to 8 days (strange, but be it).

After 8 days, of course, no call took place on the agreed date.

Surprisingly, they called me the next day and the call went well and they said they would send me the decision that day.

Of course, nothing came to me and since then no reaction or support, email, nowhere.

I also tried to write whats app, what I found a number on the internet, but they told me there that I had to contact support, which does not answer me.

So I really don't know what to do with it.

Thank you very much for your help!

Dobrý den,

mám problém se sázkovkou MOSTBET.

Poslal jsem na herní účet peníze (500 kč), vše probíhalo v pořádku až do chvíle, kdy jsem začal vyhrávat, dostal jsem se na 7 500 kč a tím jsem skončil, z ničeho nic mi byl zmrazen účet.

Tak jsem začal psát na podporu, kde mi jakási paní Jana nebyla schopna sdělit důvod a že se musí obrátit na managera.

Po několika dnech z ní vypadlo, že je třeba ověření, takže jsem zaslal požadované dokumenty.

Po dalších pár dnech mi bylo sděleno, že musí proběhnout skype hovor na který bude mít pna manager čas až za 8 dní (divné, ale budiž).

Po 8 dnech na domluvený termín samozřejmě žádný hovor neproběhl.

Překvapivě mi ale zavolali další den a hovor proběhl v pořádku a řekli, že mi pošlou rozhodnutí ještě ten den.

Samozřejmě mi nic nepřišlo a od té doby už žádná reakce ani na podpoře, na emailu, nikde.

Zkoušel jsem psát i whats app, co jsem našel číslo na interneru, ale tam mi sdělili, že se musím obrátit na podporu, která mi ale neodpovídá.

Takže opravdu nevím co s tím mám dělat.

Moc děkuji za Vaši pomoc!

Dear David,

Thank you very much for submitting your complaint and forwarding all the relevant communication and screenshots. I’m sorry to hear about your problem. As you might know, our Forum Casino.Guru, deals with the complaints regarding online casinos only, not sports betting. However, since this issue seems to be related purely to account verification, we will try to help you.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise how many days ago the Skype call took place?

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

Hello Mrs. Petronelo,

Thanks for your reaction.

The Skype call took place 6 days ago.

Since then, no reaction, and most importantly since then, I don't even get to live chat and they don't respond to messages anywhere at all. (Email, whatsapp, telegram, support, just nothing).

I think it's clear that he just cheated on me and they will leave my account blocked and no one will contact me.

Unfortunately, I'm not the first or last person they've avoided like this.

You should make it clear that this bet is fraudulent !!!

Thank you.

Dobrý den paní Petronelo,

Děkuji za Vaši reakci.

Skype hovor proběhl už před 6ti dny.

Od té doby žádná reakce a hlavně se od té doby už ani nedostanu na live chat a nereagují mi na zprávy vůbec nikde. (Email, whatsapp, telegram, podpora, prostě nic).

Myslím, že to je jasné, že mě prostě podvedl i a účet už mi nechají zablokovaný a nikdo se mi neozve.

Bohužel nejsem první ani poslední s kým takhle vyhebali.

Měli byste to tu jasně napsat, že tato sázkovka je podvodná!!!

Děkuji.

Thank you very much, David, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef 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.

Thank you, so hopefully you can find out something.

Děkuji, snad se vám tedy podaří něco zjisti.

Hello David.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Greetings Jozef,

ok, thank you very much for your help.

Zdravím Jozefe,

ok, moc děkuji za Vaši pomoc.

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’.

So you can't help me, that's amazing, thanks a lot!

Takže mi nepomůžete, to je teda úžasný, díky moc!

You are the same crooks as them, no help, just empty bullshit.

Jste stejní podvodníci jako oni, žádná pomoc, jen prázdné kecy.

So thanks for not helping, you are a completely useless company when you are unable to help.

Tak díky za nepomoc, jste úplně zbytečná společnost, když nejste schopni pomoc.

So I lost CZK 7,500 because of you, thank you very much, you are the same thieves and fraudsters.

Takže jsem i kvůli vám přišel o 7 500 kč, moc děkuji, jste stejní zloději a podvodníci.

Dear David.

Please, be aware that you have chosen to play with a badly reviewed operator on our site, and we do not recommend anyone playing there (you can check the review). I am very sorry to hear that you lost it, but we are not to be blamed or considered fraudsters.

Unfortunately, we’re not able to proceed with a further investigation because the casino team is unresponsive. Another option is to file an official complaint at the licensing authority of the casino. I will gladly help you with it. This complaint will still affect their reputation on our website. Let me know if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

Hello, Dear David and Casino Guru!

We are always looking to improve our clients experience and are grateful for the opportunity to come to a satisfactory conclusion. We checked the information and would like to inform you that the player's account is in the status of "active". We hope that our response will satisfy the complaint. 

Have a nice day!

Best regards, Mostbet.

Dear David,

may I kindly ask you to react?

Dear David,

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.

Even if we have assumed that the issue has been resolved, without a confirmation from the player, we were forced to reject this complaint.