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not credited

Hello,

I participated in the 100% cashback promotion at Mostbet, with the right to receive €65 back after fulfilling all the requirements of the promotion, including deposits and corresponding bets.

I made two deposits of €10 on 06/23 and met all the necessary conditions, but to date I have not received the cashback amount in my account, neither as a real balance nor as a bonus.

I've contacted support several times and complained, but I've had no solution or valid explanation. I demand that the €65 be credited to my account immediately, as promised in the promotion

não creditado

Olá,

Participei na promoção de cashback de 100% no Mostbet, com direito a receber 65€ de volta após cumprir todos os requisitos da promoção, incluindo depósitos e apostas correspondentes.

Fiz dois depósitos de 10€ no dia 23/06 e cumpri todas as condições necessárias, mas até hoje não recebi o valor de cashback na minha conta, nem como saldo real, nem como bónus.

Já contactei o suporte várias vezes e reclamei, mas não obtive nenhuma solução nem explicação válida. Exijo que o valor de 65€ seja creditado na minha conta de imediato, conforme prometido na promoção

Dear abrem45,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Has the casino customer support explained why the cashback has not been credited to your account?

From the screenshot you sent here, it seems you have not fulfilled all the conditions necessary to receive the cashback bonus. These are the conditions which are still not shown as completed:

Moreover, for the cashback bonus to be credited, you need to fulfill the following wagering requirements:

Please forward me the exact link to the cashback bonus you wish to receive, along with its Terms and Conditions.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

I only took it at the beginning before I started playing and then I made it to 100 percent and what happened was that they didn't credit the money to my account and when I went to take another capture it was already gone and it's not the first time that's happened to me.

Eu só tirei no início antes de começar a jogar e depois eu fiz até os 100 porcento e o que aconteceu não me creditaram o dinheiro na conta e quando ia tirar nova captura já tinha desaparecido e já não e a primeira vez que me aconteceu

Thank you for the clarification.

Has the casino’s customer support explained why the cashback bonus was not credited to your account? If you have any communication with them, please share it with me at veronika.f@casino.guru or upload screenshots here.

Also, kindly send me a link to the cashback bonus you were expecting so we can review the Terms and Conditions and check player eligibility.

Dear abrem45,

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 further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.