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Good day,

during the month I sent about 800,000CZK to the MOSTBET casino account, which I lost. Subsequently, I won 670,000CZK for the last money. Currently, I was paid about 100,000. When I try to make another withdrawal, which is confirmed by the Casino with the message CONGRATULATIONS, but the withdrawal does not go through and the money is credited back to the player's account. I have everything recorded in the form of screen recording, including winnings, deposits, money transfers, etc. This behavior is putting me in financial trouble. Thank you for your help.

Martin.

Dobry den,

v průběhu měsíce jsem na účet casina MOSTBET poslal cca 800.000CZK, které jsem prohrál. Následně jsem za poslední peníze vyhrál 670.000CZK. Aktuálně mi bylo vyplaceno asi 100tis. Když se pokusím o další výběr, který je Casinem potvrzený hláškou GRATULUJEME, avšak výběr neproběhne a peníze se připíšou zpět na hráčský účet. Vše mám nahrané formou záznamu obrazovky, včetně výhry, vkladů, převodů peněz atd. Díky tomuto jednání se dostávám do finančních problémů. Děkuji za pomoc.

Martin.

Dear vzhw8k79v8,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear vzhw8k79v8,

Have you received your withdrawal from the casino yet?

Good day,

in the end, the payout didn't happen, because I lost the remaining payout amount and other money. In addition, Casino MOSTBET has had technical problems since the end of the football championship and it is not possible to log in to an existing account in the application - but to new ones. It seems to me that MOSTBET Casino is deliberately denying me access to the account. To this day I regret ever starting to play at this Casino..

Thank you for your help. Martin.

Dobrý den,

k výplatě nakonec nedošlo, jelikož jsem zbývající částku pro vyplacení prohrál a k tomu další peníze. Casino MOSTBET má navíc od skončení fotbalového mistrovství technické problémy a v aplikaci se nelze přihlásit ke stávajícímu účtu - k novým však ano. Připadá mi, jako by mi Casino MOSTBET záměrně znemožňovalo přístup k účtu. Dodnes lituji, že jsem vůbec začal na tomto Casinu hrát..

Děkuji za pomoc. Martin.

Sadly, since you have played/lost your winnings, I’m afraid, there is not much we can do for you. The player is the only one responsible for their account, active balance, and all the bets taking place. I understand that this would have never happened if you could withdraw on the first attempt but at this point, we cannot ask the casino to refund your lost winnings. We would really like to help, but it is impossible this time.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.