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Hello, good morning. I informed this casino on January 8th that I'm addicted to gambling and wanted to block my account. After the casino didn't respond to me on the 24/7 live chat (which was responding when I talked about other subjects), I started depositing again and lost R$4500 in deposits. I believe responsible gambling policies should prohibit a player from making deposits after (1) informing the casino they have an addiction; and (2) asking to be blocked.

Before I finish, here's one more example of how the casino doesn't care about Responsible Gambling: as I'm writing this complaint, I asked in the casino's chat for them to block my account due to addiction and return these deposits. The chat operator limited to recommend me to use the site less times in the week (using only alarms when I reached a specific time, but didn't limit me); and stopped replying when I asked for permanent blocking.

I plead to include the casino in this complaint so they can provide their version. Unfortunately, this site doesn't have a quality chat history so I can bring the prints. I managed to attach a print where a chat operator proves my exclusion request hadn't been processed.

Olá, bom dia. Informei para este casino no dia 08 de janeiro que sou viciado em apostas e que queria bloquear minha conta. Após o casino não me responder no chat ao vivo 24/7 (que estava me respondendo quando eu falava de outros assuntos), eu voltei a depositar e perdi R$4500 em depósitos. Acredito que políticas de jogo responsável devam proibir que um jogador realize depósitos após (1) informar ao casino que tem um vício; e (2) pedir para ser bloqueado.

Antes de finalizar, mais um exemplo sobre como o casino não se preocupa com o Jogo Responsável: enquanto escrevo esta reclamação, pedi no chat do casino que bloqueiem minha conta por vício e devolvam estes depósitos. O operador de chat se limitou a me recomendar usar o site menos vezes na semana (usando apenas despertadores quando chegasse em um tempo específico, mas que não me limitassem); e parou de me responder quando eu pedi o bloqueio permanente.

Peço que coloquem o casino nesta reclamação para que eles tragam a versão deles. Infelizmente, esse site não possui um histórico de qualidade para o chat para que eu possa trazer os prints. Eu consegui anexar um print em que um operador do chat comprova que meu pedido de exclusão não havia sido processado.

Dear vinicius1710,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. 

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings MostBet Casino,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to support-en@mostbet.com (you can CC me at petronela.k@casino.guru in the copy) and keep me informed about any further developments. If there is any option for an alternative contact such as live chat or WhatsApp, please try that too and save screenshots of the relevant communication.

Thank you in advance.

Best regards,

Petronela

Dear vinicius1710,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.