Mobilebet Casino - プレイヤーのアカウントがブロックされました。

The casino in question closed my Game account without reason after the deposit, and they refuse to return the game account back, that is, they stole 5 euros from me, the amount is small but it shows that the casino does not play an honest game.

Kyseinen casino sulki pelitilini ilman syytä talletuksen jälkeen, eivätkä suostu palauttamaan pelitiliä takaisin, eli varastivat minulta 5euroa, summa on pieni mutta kuvastaa että casino ei pelaa rehellistä peliä.

Dear RottaRottis,

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 played any of your deposited funds, or your account was blocked right after depositing? Have you been asked to provide any personal documents to verify your account?

Furthermore, if there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

After the deposit, they closed my account, asked me to provide the necessary documents. I asked that they restore my account back, after that I will submit the necessary documents. Because after the deposit, closing the Game account and then asking for documents is not right, I only understand the request for documents before I can withdraw, but now in this situation I don't trust those crooks, that's why I won't DELIVER ANY DOCUMENTS until my Game account is returned. This, in my opinion, qualifies as a cybercrime....

Talletuksen jälkeen sulkivat tilini, pyysivät toimittamaan tarvittavia asiakirjoja. Pyysin että palauttavat tilini takaisin, sen jälkeen toimitan tarvittavat asiakirjat. Koska talletuksen jälkeen Pelitilin sulkeminen ja sen jälkeen asiakirjojen pyytely ei ole minusta mitenkään oikein, vasta ennen kun voi kotiuttaa sitten ymmärrän asiakirjojen pyytelyn, mutta nytten tässä tilanteessa en luota niihin roistoihin ollenkaa sen takia en TOIMITA YHTÄKÄÄN ASIAKIRJAA, ennen kuin pelitilini on takaisin palautettu. Tämä minusta täyttää verkkorikoksen....

These crooks won't even return the money to my account.

Rahaakaan eivät nämä roistot suostu palauttamaan tililleni.

Thank you very much, RottaRottis, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, RottaRottis,

I am sorry to hear about your situation. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Mobilebet Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Mobilebet Casino Team,

Could you please provide us with an explanation of the player's situation in more detail? What steps should the player take to get his account unblocked?

Thank you in advance for providing the information.

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear RottaRottis,

I was provided with the information that there is no balance on your casino account because you were likely able to play with the disputed funds, and lost them all.

Can you please confirm it?

I got free spins, I played them. But I didn't play with the deposited €5, the money was lost from the bank account...

Sain ilmaiskierroksia, pelasin niillä. Mutta talletetulla 5€ en pelannut, raha kyllä hävis pankkitililtä...

How do you mean that "the money was lost from the bank account"? Can you please explain it in more detail?

The payment of 5 euros showed up in my bank account, but they came to the game account, but the Casino closed my account without any valid reason. If your help is of no use here, I will contact the police if necessary to clarify the matter, because it seems clear that the Casino does not follow the rules of the MGA license.

5 euron maksu suoritus näkyi minun pankki tililläni, mutta pelitilille ne tulivat mutta Casino sulki minun tilini ilman mitään pätevää syytä. Jos ei tässä teidän avusta ole mitään hyötyä otan yhteyttä tarvittaessa poliisiin asian selvittämiseksi koska vaikuttaa selvästi että Casino ei noudata MGA lisenssin sääntöjä.

Hello, RottaRottis,

Thank you for the clarification.

I contacted the casino representative again regarding your deposit. Currently, I am waiting for the response. Once I have the required details, I will let you know about it, or the casino representative will respond directly here.

Dear Mobilebet Casino Team,

In the meantime, a casino representative account has been set up in our system. Can you please check my last messages on Skype and provide me with the required information regarding the player's issue?

We are looking forward to hearing from you.

Dear RottaRottis,

I received the information that your deposit has not reached your casino account.

Can you please ask your bank (or its Customer Support) about this payment and request a detailed investigation of this transaction? Was it really deducted from your bank account? In some special cases, banks can reverse a transaction, so, although you see it in your bank statement, it did not have to be deducted from your balance, and/or it was returned back.

Could you please also share with me a complete communication with your bank regarding this transaction?

Looking forward to hearing from you.

Let it be, the Casino in question tries to wash its hands of this mess... And puts the blame on the customer's neck. (Criminal Casino)

Antaa olla, kyseinen Casino yrittää pestä kätensä tästä sotkusta... Ja vierittää syyn asiakkaan niskaan. (Criminal Casino)

Unfortunately, I am afraid we cannot move forward without the requested information from your bank.

How do you imagine further help from us, please? Would you like us to close the complaint?

Dear RottaRottis,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or do not require any further assistance, we will reject the complaint.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru