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Good day,

I am trying in vain to complete the withdrawal of my money from the player account. It is 80,000CZK. I lost about 300,000CZK in the Casino during the week. Now I've won something and I'm trying to make a withdrawal, but the communication is stuck, the withdrawal is conditional on the authorization of a phone number, which, however, is not listed as mandatory information. Nevertheless, even after filling in the phone number, this cannot be authorized, as sending the authorization code does not work.

I am asking for help to resolve the whole situation.

Thank you. Martin J***

Dobrý den,

snažím se marně dořešit výběr svých peněz z hráčského účtu. Jedná se o 80.000CZK. V Casinu jsem v průběhu týdne prohrál cca 300.000CZK. Nyní jsem něco vyhrál a snažím se o výběr, avšak komunikace vázne, výběr je podmiňován autorizací telefonního čísla, které však není uvedeno jako povinný údaj. Přesto však i po vyplnění telefonního čísla toto nelze autorizovat, jelikož zaslání autorizačního kódu nefunguje.

Prosím tímto o pomoc jak celou situaci dořešit.

Děkuji. Martin J***

Dear vzhw8k79v8,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you made any successful withdrawals before? Do I understand correctly that you are not able to request the withdrawal at all due to the issue with phone number verification?

Have you submitted any documents to verify your identity?

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,

Kristina

Hello,

i hadn’t any successful withdrawals before.

Yes you understood very well - the main problem is with phone number verification - verification code never comes. When i was asking for help, nobody helped me. I didn’t submitted any documents, nobody asked for that. I just fill the number of my ID.

Thank you for help.

MARTIN.

Thank you very much for your reply, vzhw8k79v8. Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I feel like I'm speaking Chinese on another planet. I have pointed out several times that there is a problem with the authorization of a telephone number on the casino side - to my mind, this is an intention. Be careful on the mosbet casino so you don't lose as much as I lost my money !

I have been waiting a week for my money to be paid out at Casino MOSBET. Without success. Once every 3 days, they send me an email asking how they can help me - if I clearly describe that the phone number cannot be authorized, nothing happens - in my opinion, it's a very sophisticated scam! Be very CAREFUL about the MOSBET casino!

U Casina MOSBET čekám na vyplacení svých peněz už týden. Bez úspěchu. Jednou za 3dny mi pošlou mail, jak mi můžou pomoci - když jasně popíšu, že telefonní číslo nelze autorizovat, nic se neděje - podle mne je to velmi rafinovaný podvod ! Dávejte si na casino MOSBET velký POZOR !

vzhw8k79v8, I understand what your problem is. However, in order to proceed with this complaint I need to gather as much information as possible. So, please, provide the required communication between you and the casino, otherwise, we won't be able to help.

Dear vzhw8k79v8,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.