MostBet Casino - Играчът не може да изтегли парите си.

Good afternoon

I made several withdrawal requests (2000€/1000€/500€) and I was refused.

They say to do the withdrawal I have to comply with the rollover.

I have already made several deposits and withdrawals without any problems.

I have not requested any bonuses.

I was playing at the casino and a prize of €10,000 came out.

I don't understand why they are now asking to fulfill rollover if it wasn't a bonus prize.

How can I solve my problem.

Thank you for your attention.

Boa tarde

Fiz vários pedidos de levantamento (2000€/1000€/500€) e foi me recusado.

Dizem para fazer o levantamento tenho de cumprir o rollover.

Antes já fiz vários depósitos e alguns levantamentos sem problemas.

Eu não solicitei nenhum bônus.

Estava a jogar casino e saiu um prêmio de 10.000€.

Não percebo porque agora estão a pedir para cumprir rollover se não foi prêmio de bônus.

Como posso resolver o meu problema.

Obrigado pela atenção.

Hello NNCHE74,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with MostBet Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Are these your first ever withdrawal requests? When was the last time you spoke to the casino and what was it about?

Please note that most of casinos requires rollover of your deposit as well not just bonus as it is to prevent money laundering in the casino.

Looking forward to your answer.

Regards,

Nick

Good morning

I've done several withdrawals, I don't understand why now that I've won a big prize they're putting obstacles. Send attached photo of surveys.

I can't figure out what the rollover is.

I made several deposits lost and won.

Now with the latter I had a prize and I wanted to raise it and they wouldn't let me.

I noticed that I had an email in mostbet's spam asking for my documentation again.

They also talked about fraudulent activities but I always deposited and played I don't understand why they are having doubts now.

Bom dia

Já fiz vários levantamento, não percebo o porquê de agora que ganhei um prêmio grande estarem a pôr entraves. Envio foto em anexo dos levantamentos.

Não consigo perceber o que é o rollover.

Fiz vários depósitos perdi e ganhei.

Agora com este último tive um prêmio e queria levantar e não deixam.

Verifiquei que tinha um email no spam da mostbet a pedir novamente a minha documentação.

Falaram também em atividades fraudulentos mas eu sempre depositei e joguei nao percebo o porquê de agora estarem com dúvidas.

Hello, dear all!

Dear Nick, thank you for your questions!

Dear NNCHE74!

We understand that it is frustrating to find that you are unable to make a withdrawal. But you need to provide documents for verification.

Account verification is carried out in all bookmakers as one of the measures to ensure the security of customer accounts.

As I see it, our support team and you are already in active communication, so it will be over soon. But may be do you need any help from me?

We sincerely regret that you are facing this situation. 

And we are waiting for you again, after the end of verification, play and win with us!

Have a nice day!

Sincerely yours, Mostbet.

Yes, I managed to speak with support and the account is active.

I had already managed to do withdrawals so I don't understand this refusal now.

I have already sent all the requested documentation again.

I'm waiting ok for pick up.

Sim já consegui falar com o suporte e a conta está ativa.

Já tinha conseguido fazer levantamentos por isso não entendo essa recusa agora.

Já enviei a documentação toda pedida novamente.

Estou aguardar ok para levantamento.

I would also like to know how long it might take?

And if it's just a document verification issue again.

Gostaria também de saber quanto tempo pode demorar?

E se é só mesmo um problema de verificação de documentos novamente.

Hello, dear NNCHE74!

Among the rules there is p.p. 7.9 (7. RULES FOR ACCEPTING BETS AND SETTLING DISPUTES (PRE-TRIAL PROCEDURE)):

9. The bookmaker reserves the right to check the player's account within the period necessary to identify the circumstances of foul play, or eliminate suspicions of foul play. Usually, such a verification period is at least 60 days from the moment of suspicion of foul play, but can be changed by the decision of the Mostbet bookmaker in the direction of decreasing or increasing, depending on the complexity of the case.

Our department is trying to complete the verification as quickly as possible. Indeed, it often takes 1-2 days. But some cases take longer.

Have a nice day!

Sincerely yours, Mostbet.

Hello NNCHE74 and MostBet Casino,

Please let us know once the player gets verified and will be able to withdraw his winnings.

Dear NNCHE74,

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.

I was waiting and

No answer

Fiquei aguardando e

Nenhuma resposta

Hello, Dear NNCHE74!

We see that your account is active and your last withdrawal was successful. If you have anу questions, please let us know, so we can help you.

Have a nice day!

Sincerely yours, Mostbet.

Dear NNCHE74,

Can you please confirm that your account is now verified and you are able to withdraw your balance?

resolved the situation

Resolvido a situação

Thank you NNCHE74 for letting us know that the issue has been resolved. Please do not hesitate to contact us if you will come across any other trouble again in the future, we will gladly try to help you out.

Regards,

Nick