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Dear friends,

My account has been duly verified (documents and video call), released but I can't withdraw my balance. I've tried contacting them via chat, via email support, but the answers are evasive and, I believe, completely wrong.

According to support, I can't withdraw because I haven't wagered the entire amount deposited. However, I've already wagered the entire amount of my deposit with money left over, but I still can't request a withdrawal.

When I ask how much is left to bet, I don't get an objective answer.

I enclose my account betting statement and proof of deposit.

I would ask Mostbet to help me find out why I can't withdraw and, if it's because I haven't wagered my balance (which, from the attachments, you can see I have!), how much I have left to wager.

Yours sincerely,

Renato M******

Prezadas e prezados,

Minha conta foi devidamente verificada (documentos e videochamada), liberada mas não consigo sacar meu saldo. Tentei contato via chat, via suporte por e-mail, mas as respostas são evasivas e, acredito, completamente erradas.

Segundo o suporte, não consigo sacar por não ter apostado todo o valor depositado. Contudo, já apostei todo o valor do meu depósito com sobra mas ainda não consigo requisitar saques.

Quando questiono quanto resta para apostar, não recebo uma reposta objetiva.

Anexo o extrato de apostas da minha conta e o comprovante do depósito realizado.

Peço auxilio para que a Mostbet me informe o motivo de eu não conseguir sacar e, caso seja por não ter apostado o valor do meu saldo (que, pelos anexos, é possível ver que foi realizado!), quanto resta ainda a apostar.

Atenciosamente,

Renato M******

Dear renatobrmaia,

Thank you very much for submitting your complaint.

I’m sorry to hear about the trouble you're facing with your withdrawal and the issues with customer support. To help us better understand and investigate the situation, could you please provide a bit more information?

• Can you confirm the date when your account was verified and when you first attempted to make a withdrawal?
• Have you received any specific written communication from Mostbet explaining the reasons for the withdrawal issue? If so, could you forward these communications to petronela.k@casino.guru?
• Have you received any specific instructions from Mostbet regarding additional wagering requirements or conditions that you need to meet before making a withdrawal?

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Hi there, Petronela.

I'll answer all of your questions but this case can be closed.

I verified my account on july, 22 and tried my first withdrawal on july, 30. All of my attempts were always with a evasive answer, where I couldn't understand why my avaiable balance was 0. Every comunication always came with 'you have to wager all of your deposit'.

Yesterday, when I was getting the attaching documents on this complaint, I saw that my depositing method was 'Astropay', that wasn't avaiable for withrawal requests. I just made a deposit with PIX method, made a simple bet, and the amount got avaiable for being withdrawn. I requested and they already paid.

That was a simple lack of comunication, where the Mostbet support could have instructed me that I was withdrawing with a different method. Quite simple but I never got this answer.

Best regards and thanks for your attention.

Renato M***

Thank you, renatobrmaia, for your reply. Do I understand correctly that your problem has been resolved successfully in the meantime? Do I have your permission to close this complaint as resolved or is there anything else we could try to help you with?

Looking forward to hearing from you. 

Hi there, Petronela.

Yes, your understanding is correct. The situation is solved and this complaint can be closed.

Thank you very much for your attention.

Best regards,

Renato M***

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, renatobrmaia, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru