MostBet Casino - Играчът иска конвертиране на бонус баланса.

Dear Sirs

Player ID: 241645070

I hereby lodge a formal complaint regarding the failure to convert my bonus balance to a real balance on the MostBet platform.

I have fully completed all the rollover requirements associated with the bonus assigned to my account, in accordance with the terms and conditions disclosed by your organization. The progress bar has reached 100%, showing full compliance with the stipulated requirements. However, to date, the bonus balance has not been credited to my account as a real balance, which I find unacceptable.

Despite contacting your support several times, the problem has remained unresolved for more than 4 days. I would also like to express my regret at the very poor support service, which does not solve anything and takes 10 minutes to write "you have to wait".

Attached to this complaint are some screenshots showing that the rollover requirements have been met.

I request, as a matter of urgency (the bonus period is coming to an end):

A reassessment of my case;

Immediate conversion of the bonus amount (€40) to a real balance, as stipulated in your own rules;

A formal and clear response to this situation within a maximum of 5 working days.

If this complaint is not properly dealt with and resolved, I reserve the right to lodge a complaint with the competent authorities and consumer protection bodies.

I look forward to a prompt response from you.

Exmos. Senhores,

ID de Jogador: 241645070

Venho por este meio apresentar uma reclamação formal relativa ao incumprimento na conversão do saldo de bónus para saldo real na plataforma MostBet.

Concluí integralmente todos os requisitos de rollover associados ao bónus atribuído à minha conta, conforme os termos e condições divulgados pela vossa entidade. A barra de progresso atingiu 100%, evidenciando o cumprimento total das exigências estipuladas. No entanto, até à data, o saldo de bónus não foi creditado na minha conta como saldo real, situação que considero inaceitável.

Apesar de já ter contactado o vosso suporte várias vezes, o problema permanece sem resolução à mais de 4 dias. Deixo ainda uma nota de pesar pelo péssimo atendimento do suporte, que nada resolve e demora 10 minutos para escrever "tem de aguardar".

Anexo a esta reclamação algumas capturas de ecrã que comprovam o cumprimento dos requisitos de rollover.

Solicito, com caráter de urgência (O periodo do bónus esta a terminar):

A reavaliação do meu caso;

A conversão imediata do valor em bónus (no montante de 40€) para saldo real, conforme estipulado nas vossas próprias regras;

Uma resposta formal e clara sobre esta situação no prazo máximo de 5 dias úteis.

Caso esta reclamação não seja devidamente tratada e resolvida, reservo-me o direito de avançar com uma denúncia junto das autoridades competentes e de entidades de proteção ao consumidor.

Fico a aguardar uma resposta célere da vossa parte.

Dear porchamp16,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with MostBet Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.? 
• Could you share the link to the bonus with the specific terms or the promotional email?
• Did you pass the verification?  
• Have you already successfully claimed any other bonuses before?  

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

Best regards,

Natalia

Good morning Nalália,

Regarding your questions:

I played only sports betting with a minimum selection of 3 events with odds greater than 1.4 as indicated in the rollover proposal.

The promotion link is as follows: https://kidw7wjmb.com/faq#3/71

The promotion relates to an exchange of coins (site item) for bonus balance in which I would have to wager that amount 5x.

My account is verified.

I haven't claimed any bonuses before this one

Bom dia Nalália,

Em relação às suas questões:

Joguei apenas nas apostas desportivas com seleção minima de 3 eventos com cotas superiores a 1,4 tal como indica a proposta de rollover.

O link da promoção é o seguinte: https://kidw7wjmb.com/faq#3/71

A promoção é relativa a uma troca de moedas (item do site) por saldo de bonus em que teria de apostar esse valor 5x.

A minha conta está verificada.

Ainda não reivindiquei nenhum bonus anterior a este

Dear porchamp16,

As you might know, our forum Casino.Guru, deals with the complaints regarding online casinos only. I understand it must be frustrating for you, but unfortunately, we don’t have enough insight to take on this kind of issue, related to sports betting. Therefore, I will be forced to reject your complaint. We don't think that your complaint is unjustified; we just cannot evaluate the issue properly as we do not have a branch that deals with sports betting related issues.

Thank you very much for your understanding. 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, and we will try our best to help.

Best regards,

Natalia