Dear Sir/Madam,

I have repeatedly asked the casino via chat and subsequently by email to close my account. Due to their failure to close it, I have incurred losses of 120€ and I demand the casino to refund me this amount.

Best Regards,

Sehr geehrte Damen und Herren,

Ich habe das Casino mehrmals im Chat und anschliessend per E-Mail dazu aufgefordert mein Account zu schliessen. Wegen Nichtschliessung habe ich Verluste in H?he von 120 € erleiden müssen und icj fordere das Casino dazu auf mir den Betrag rückzuerstatten.

Liebe Grü?e

Dear eurogalaxy85,

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. Could you please forward me your account closure request? My email address is [email protected]. Alternatively, you can post it here

Do you still have access to your casino account?

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

Yes! I still have access to the casino account. I am sending you the email I sent to Mostbet.

Ja! Ich habe immer noch Zugriff auf das Casino Konto. Ich sende Ihnen die Mail welche ich an Mostbet gesendet habe.

I lost another €174 at this casino. The account has not been closed yet! I therefore ask you to ensure that the casino refunds me €294.

Ich habe weitere 174€ in diesem Casino verspielt. Der Account ist bis jetzt nicht geschlossen worden! Ich bitte Sie daher darum zu erreichen, dass mir das Casino nunmehr 294€ zurückerstattet.

Thank you very much, eurogalaxy85, for your cooperation. I will now transfer your complaint to my colleague Jozef ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear eurogalaxy85,

Thank you very much for sharing your negative experience. We are now going to reach the casino team.

Hello, dear all!

eurogalaxy85, we are sorry about your dissatisfaction. Thank you for sharing. 

We have carefully checked the information. 

You have contacted our online chat to block your account. According to our rules, in order to block an account, the support operator needs to verify that it is the account owner who is requesting to block the account. To do this, a confirmation code is requested. We sent you a confirmation code, but you did not send us that code back, so the account was not locked. After our operator requested the code twice, you changed the topic of conversation to another.

We have checked that when you made this request a second time and were able to provide the required details, your account was blocked.

Sincerely yours, Mostbet.

I can't remember that or I can't reconstruct it anymore. The fact is that you didn't have my account blocked for over a week, even though you were asked to do so by email!

Daran kann ich mich nicht erinnern bzw. kann ich dies nicht mehr rekonstruieren. Fakt ist dass Sie meinen Account über 1 Woche lang nicht haben sperren lassen, obwohl Sie per E-Mail dazu aufgefordert worden sind!

Dear eurogalaxy85,

Thank you for your cooperation during the resolution process. After reviewing the evidence provided by the casino team, it appears that you had engaged in communication with their live support. As part of the account closure process, a verification code was sent to your phone, but unfortunately, you did not respond to support requests and exhibited rude behaviour. The self-exclusion process varies across casinos, and it is necessary to complete it in full. While there may be room for improvement in the process and communication, based on the information provided, I believe it is not appropriate to grant your refund request. I am very sorry but I am forced to reject your case.

I am attaching one of the evidence provided. 

You have every right not to agree with my decision. An alternative option is to file an official complaint with the licensing authority of the casino. I may assist you with this process, and you can reach me at the email address provided below. Feel free to contact me if you have any questions or require further assistance.

Best regards, Jozef

[email protected]