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On November 17, 2021 when trying to access my account I received a message saying that my account was frozen, and that I should send documents. After sending all the documents, I received the message that the security team would contact me for an interview via Skype, set a date and time.

On the day of the interview, I was waiting 30 minutes before the appointment and they didn't call me, when it took 30 minutes after the scheduled period I looked for the user mostbet on skype, and started a conversation, and he told me that for me to have an account unfrozen should pass the account ID and then asked for my password, I had the account hacked, and the hacker started to charge me 50USDT for returning the account. Then I realized that I had been deceived.

after this episode I tried to contact the Mostbet website chat to communicate what had happened, but I got no response, I can't log into my account anymore and I got $95 stuck there.

Hello oliveira.o.braz,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that you have not done the Skype call verification? Has the casino approved the rest of your documents? Do I understand correctly that you haven't had access to your account in almost half a year?

Lastly, I would like to emphasize, that you should always be the only person who has access to your account and you should never share your login details with anyone, and our help in such cases is usually very limited.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Dear oliveira.o.braz,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

I tried to contact their support recently, and it was confirmed that indeed my account had been hacked and the email used in the account had been changed by the hacker, and my balance was zero.

The question that remains?

How did the hacker manage to get past their verification system and withdraw my money if he didn't have any documents from me?

Eu tentei entrar em contato com o suporte deles recentemente, e foi confirmado que realmente minha conta havia sido hackeado e o email utilizado na conta havia sido alterado pelo haker, e meu saldo zerado.

A pergunta que fica?

Como o hacker conseguiu passar no sistema de verificação deles e sacar meu dinheiro se ele não tinha nenhum documento meu?

The person could just lose all your winnings. One way or another, in this case, the casino is not the one to blame since you provided your login details to another person. I am afraid that from our standpoint, there is not much more we could do if there is no balance left.

Please, let me know if there is anything else we could help you with, otherwise, I will be forced to reject this complaint. Thank you for your understanding.

Dear oliveira.o.braz,

We are extending the timer by 7 days. If there is anything else we could help you with, let us know, otherwise, we will reject your complaint.

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

The player can reopen this complaint anytime.