Mobilebet responsible gambling

I am submitting this complaint because Mobilebet confiscated my winnings of approximately €17,000, stating that my account verification was incomplete. I strongly disagree with this decision.

From the beginning, I fully cooperated with Mobilebet’s verification requests and submitted every document that was asked for, except proof of ownership of my MiFinity wallet. The reason this document could not be provided is not a refusal on my part, but the fact that my MiFinity account was permanently disabled and I no longer have access to it.

Over several months, I contacted MiFinity repeatedly in an effort to resolve this. I asked for ownership confirmation, account statements, activation or welcome emails, and any other form of documentation that could prove the account belonged to me. I searched through old emails, including spam folders, and provided Mobilebet with everything I was able to find. I also forwarded all official correspondence from MiFinity to Mobilebet.

MiFinity consistently confirmed in writing that because the account is disabled, they are unable to generate or reissue any ownership confirmation or similar document. They explained that, due to regulatory and system limitations, the only documentation they are able to provide is the official eWallet transaction report, which I submitted to Mobilebet along with the supporting emails.

Despite my continued efforts and the clear confirmation from MiFinity that the requested document cannot be obtained, Mobilebet continued to insist on it and eventually confiscated my winnings instead of offering any reasonable alternative verification solution.

I believe I acted in good faith throughout this entire process and did everything reasonably possible to comply with the verification requirements. Given the amount involved and the extensive efforts made to resolve this, I believe the confiscation of my winnings is unfair and unjustified.

I am asking AskGamblers to review this case and assist in reaching a fair resolution.

Hi,
My account with MobileBet was closed unexpectadly 22nd December, and i have not received a single update on why since then. I have been in customer support chat multiple times asking for updates, being told relevant department had started looking at the case 2 weeks ago, and still no update as of today (09.01.2024). the balance in my account is €2148.

I have attached screenshots of responses i have received via email which clearly states relevant department started looking into my case about 2 weeks ago.

Customer support and relevant department seems to purposefully not update me in hope that i give up and they can just take the money in my account, at least this is how i feel treated.

Played with them for couple of months, small bets. Used Trustly, was not asked for further verifications, even on withdrawals.

Since played small amounts, it was surprise to me that after a few withdraw would it be charged 5e extra. I was given an option to pay it, or wait with my 17 euros almost 30 days, until it would be free again.

Ok, I said that I want to close my account and withdraw the amount. Free of charge of course, since I wanted to close the account due to this fee of withdrawals. No point of being their customer anymore after finding out about that fee.

Was told that manual payments of the balance could take weeks. I said that its not that important will it take week or some days. Account was closed after the chat and I was left unable to get in touch via chat. No online chat works at all after that.

Email get replyes after weeks, I have been asked documents and the ones that I have sent, have been accepted, no payments have been made. No response to emails, only request to chat online (chatting online while the email for the account has been closed, wont pop up active online chat).

This for the 17 euro? Have deposited multiple times more, withdrawn much less. Seems that if you happen to win, its not acceptable at all.

First of I wanna say Ive been a customer on Mobilebet for many years, playing regularly. Never had any problems before that I can think of. This december on Mobilebet my account went from having my balance in SEK to having it in €. This is basically what caused my problems. Because the money I had in SEK (27 710.85SEK), turned into 27 710.85€.

I cant believe this even became an issue because I wrote to Mobilebet as soon as this happened and informed them. Asked why I had 27 710.85€ in my account instead of 27 710.85SEK or something equivalent to that in €.

Ill take it from the beginning, I made a deposit of 3 333SEK and got a 30% bonus, resulting in 4 333SEK in my account. That amount soon went up to 27 710.85SEK in a few days and I was almost done with the bonus rollover. When I logged in around Christmas they had turned everything into € and I had recieved a new bonus to deposit 100€ and receive 50% extra. I did this deposit and noticed that my balance was now a big mess. It said I had something like 27 710.85€ + 150€ when it should have said something else like 2 789€ by todays rate.

I immediately wrote to them in the chat about this and asked why it was like that and asked what I was supposed to do. They told me to wait and they would email me back. I said sure but hurry up because I have a bonus to rollover that expires in like 10 days.

I got no email from them and a few days later my account got temporarly closed. I asked them via chat what was going on and they said it was just a "routine check" and that it would soon be solved. And I reminded them that my bonus was going to expire in a week or so and they said if necessary they would be able to prolong it or something like that. I got tired of asking them every day so after a few weeks I found my account opened again. Only thing was that my balance said 0€.

I went to the chat and asked how was this possible? Ive never even lost any money from my two last deposits, how can it be 0€? It should be something like 2 789€. The guy in the chat couldnt say more than that the responsible department said they had paid out to much in winnings and then took back what they paid out, and corrected the balance. And all that would be OKAY and make sense if my balance was 2 789€, but 0€? Is this a JOKE?

Anyways, I thought this would be easy for them to fix but they keep saying that they paid out to much in winnings and that they corrected my balance, doesnt take a genius to figure out something is wrong when my balance sais 0€ but yeah apparently on Mobilebet it doesnt ring a bell. Im trying to figure out how they can come to the conclusion my balance should be 0€, and I think they think like this:

I deposit 3 333SEK, turn it into 27 710.85SEK,
add another 150€ to that with my second deposit, making it 2 789€ in total.
They turn it into 27 710.85€, meaning they "paid out" aproximately 24 922€ to much.
I informed them about this,
they wait a couple of weeks for my bonus to expire, making my balance alot less than what it should,
they deduct the 24 922€ they "paid out to much" to my already to lowered balance, making it less than 0€, so my account sais 0€.

I cant think of any other way, but if this is the case, its totalt wrong. I shouldnt be punished because their site messes up my balance so they need to close my account should I? Is winning 2 789€ and then having it reduced to 0€ the correct correction? In what way is that "correct". Should I lose my deposits and my winnings when I havent done anything wrong?

This doesnt sound right to me. I will fight over this money because its alot of money to me. I just thought I should let everyone know what kind of reasoning theyre using. I havent done anything wrong, they havent claimed I have done anything wrong either, just that they "paid out to much" so my balance got corrected to 0€... I dont know if I should laugh or cry to be honest...

And I can back all this up with screenshot of my transation history. This is just stupidity at its finest.

made a withdrawal on 20/12 for a total of 1991.50 euros which I won
it has now passed 6 days since i made the withdrawal but i have not received any email that the withdrawal is approved yet which i usually get in normal cases after 2 days,
have been in contact with their chat for 6 days now and every time I get the same answer that we have technical problems with mobile phone sweden

Hi, I have had an account in Mobilibet casino for 1 week, I won some money from free spins after sign up. (2+ dollars from free spins and after that 65+ dollars on other slots) Then I verified my account (id and address) After that I was trying to make deposit via virtual debit card, but couldn't do that due to error (before deposit I send scan copy of this card) Next step I wanted make deposit with e-wallet neteller, but my account was closed. I received email : "Your account will not be reopened due to a breach in the following terms and conditions: 2.19 Mobilebet reserves the right to ask for verification documents at any time, and we can temporarily suspend your account until we receive the required documents. Mobilebet carries out additional verification procedures and players having cumulative withdrawals exceeding 2,200 Euro will be requested to provide Mobilebet with personal documentation, such as but not limited to copies of identification documents, utility bills, credit cards, bank statements etc. A player's account might be closed permanently and or a withdrawal may be refused if a player does not provide Mobilebet with the required documents and or if the player is found to have supplied false or misleading information. " The company closed the account because of the verification, but I performed it earlier! If the have had problems with my virtual card is okey! I could make deposit with different e-wallet or card ! P.S> think twice before you make a deposit at the casino mobilebet.com

Requested a withdrawal from MobileBet on 27th December 2017. Still waiting for the money. All security documents were sent in and confirmed before requesting withdrawal. I was then told that the withdrawal has to be made manually by them and therefore I had to send in all the documents again! Nearly 3 weeks on they’ve just told me they’ve processed my withdrawal but won’t give me a date when it will arrive in my account. I will update. The amount is for just over £2,000. Nick Latest correspondence; Dear Nick < surname removed >, I can confirm that your withdraw has been processed now and it is on the way to your bank account. I wish you all the best and have a great day! Should you have any further questions, please do let us know. Best regards, Dominik Customer Support Dear Nick < surname removed >, Thanks for your message. Please note that as we are handling a transaction on your behalf that there is a slightly longer processing time, due to the need to ensure that all processes are done securely and correctly, therefore we cannot promise a time frame on how long this may take but you may rest assured it will be processed as soon as we can :) . Should you have any further questions, please do let us know. Best regards, Clint Customer Support

I withdrawed 3000 NOK at 22 of April. No money received and I got confirmation (08 May) from my bank that no transactions to my account have been made. Everytime I ask where the withdrawal is, they just say it been made and should been received. They constantly ask me to send full history of my account. I've done this 5 times now. I always get a mail, where they confirmes that they have received the statements. Never anything else. This goes on in a constant loop.

I got a textmessage from Mobilebet that I have 50e freebet ready in my account(no deposit requirements). When I opened my account I could not saw my freebet and I took immediately contact with livechat support. She asked for me to send out screenshot about my textmessage and I did it. After that she forward this issue and I had to wait over an hour in a chat for nothing. They said that they need to solve where this text message have came but it can clearly see from screenshot that it is come from Mobilebet like few other offers also. This issue lowered my confidence towards Mobilebet because they often have issues like this that promised bonuses will be not credited automatically. I am still waiting that 50e freebet or same amount bonus money for me, hope you can fix this soon! Br, Anssi.