MostBet Casino - プレイヤーの引き出しコードが遅れています。

They are not sending the code needed to withdraw funds. I have completed the verification process and waited for 2 months, but now I am not receiving the withdrawal code on my mobile phone. There are no spam folders; I have checked a hundred times. I even changed my phone number through support, and the code still isn't being sent there.

они не шлют код чтобы вывести средства, я прошел верификацию, прождал 2 месяца, и теперь мне просто не идут на мобильный телефон код для вывода средств, никаких спам папок нет, я проверял 100 раз, я даже через саппорт поменял номер телефона, и код туда не идет

Dear laurasurobertswe,

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 cannot successfully request a withdrawal without this code?
• Did you accumulate your winnings with or without an active bonus?

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

there were no conclusions, I received a freeze and passed the video verification successfully. Now, in order to withdraw my funds, I need a code from them, which is not coming, I changed my phone number through their support, still the code is not coming. I did not use their bonuses, without the code I will not be able to withdraw money

выводов не было, я получил заморозку и прошел успешно видеоверификацию. теперь чтобы вывести свои сресдства мне нужен код от них, который не приходит, я сменил номер телефона через их поддержку, все равно код не приходит. я не использовал их бонусы, без кода я не смогу вывести деньги

Thank you for your reply, laurasurobertswe. Have you tried contacting the casino regarding this issue? 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.

yes, I even changed my phone number to a new one, but the casino says that the codes are being sent, but it doesn’t reach me. I receive all messages except theirs, even in the spam folder.

да, я даже менял номер телефона на новый, но казино говорит что коды высылаются, но до меня не доходит. мне все сообщения приходят кроме их, даже в папке спам.

I sent you an email request to change the number, they changed the number but the code still doesn’t work.

я отправил вам на почту запрос на смену номера, номер они поменяли но код так и не идет.

Thank you very much, laurasurobertswe, for your cooperation. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) 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 laurasurobertswe,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the MostBet Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear MostBet Casino,

Could you please provide detailed information regarding this case and explain the reasons behind the delay in the player's withdrawal? Are there any internal issues causing the withdrawal verification not to be sent? Is there an alternative method to process the withdrawal other than using the SMS code?

Thank you in advance for your response!

Best Regards,

Kubo

Hello, Dear laurasurobertswe!

Thank you for reporting the problem. We always strive to improve our users' experience and help you.

At this time, we have received information that the problem with sending the code has been resolved and you have successfully made a withdrawal. Please confirm that the complaint has been resolved.

Have a nice day!

Best regards, Mostbet.

Dear MostBet Casino,

Thank you for your response and for a valuable information regarding the case!

Dear laurasurobertswe,

In accordance to the casino's claim I also want to ask you for a confirmation that you have received your withdrawal.

Thank you in advance!

Dear laurasurobertswe,

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 this case further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

Best Regards,

Kubo