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Dear Sir/Madam,

I am writing to make a formal complaint regarding the continued operation of my account despite my explicit request, made more than two months ago, for my account to be permanently closed.( Foto attached)

I made this request because I have a serious gambling problem and I specifically asked your company to prevent me from continuing to gamble on your platform. Despite this clear request, my account remained active and I was able to continue depositing and gambling.

As a direct consequence, I suffered substantial financial losses, including approximately €15,000 during this past weekend.

I consider your failure to act on my account-closure request to be extremely serious. I had clearly informed you that I needed the account to be closed, yet you continued to allow me to deposit funds and place bets.

I am therefore formally requesting:

A complete investigation into why my account was not closed when I first requested it.

A complete record of my account activity from the date of my original closure request onwards, including deposits, withdrawals, bets and communications.

A copy of your records confirming when my account-closure/self-exclusion request was received and how it was handled internally.

A refund of the funds I lost after my original request to close the account, including the approximately €15,000 lost this past weekend.

Please treat this email as a formal complaint and preserve all relevant records, including account logs, communications, responsible-gambling records and internal notes relating to my account.

If this matter is not resolved promptly, I will escalate the complaint to the relevant gambling regulator and other competent authorities, and I will consider obtaining legal advice regarding your failure to act on my explicit request to close the account.

I expect a substantive written response addressing each of the points above, rather than a generic responsible-gambling response.

Please confirm receipt of this complaint and provide me with your formal complaint reference number.

Yours faithfully,

[José Pedro da Silva Garcia]]

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Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with MostBet Casino.

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• Could you please share the communication in which you informed the casino about your gambling addiction? Please share the information with timestamps to my email at tomas@casino.guru
• When was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

If your account is currently not blocked, as the next step, I recommend you contact the casino again via email and at the same time, include me in the copy of the email at tomas@casino.guru

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings MostBet Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

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

In the meantime, check other resources and information in our responsible gambling guide, found here: https://casino.guru/responsible-gambling-guide

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

Best regards,

Tomas