Dispute Resolution
All complaints, requests, suggestions, feedback, and other questions should be directed to Mostbet Customer Support.
Registered Customers are entitled to file a complaint without any fees within 6 (six) months following the settlement of a bet or the occurrence of the relevant event. Customers submitting complaints concerning live betting are encouraged to contact Customer Support without delay, since information associated with these events is stored only for a limited time.
The complaint form can be accessed through mostbet.com. Mostbet gives priority to complaints concerning responsible gambling matters.
Customer Support takes all reasonable steps to process and resolve complaints:
- within 4 (four) weeks of receiving the complaint;
- within 5 (five) business days when the complaint concerns responsible gambling.
After a complaint has been received, Mostbet:
- confirms that the complaint has been received;
- explains the procedure for reviewing the complaint;
- communicates the expected timeframe for reaching a decision.
The above information is communicated within 1 (one) week of receiving the complaint or, in cases involving responsible gambling, within 2 (two) business days.
Where additional documentation or information is necessary to investigate a complaint, Mostbet may ask the Customer to submit the required materials. Failure to provide the requested information within the established deadline may result in an extension of the review process or rejection of the complaint.
Under exceptional circumstances requiring further investigation, the time allowed for reviewing a complaint may be prolonged by no more than an additional 4 (four) weeks. In matters concerning responsible gambling, any such extension is limited to 2 (two) weeks. The Customer will receive a separate notification explaining the reasons for the extended processing period.
After the complaint review has been finalized, Mostbet communicates its final determination to the Customer in writing via email.
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Alternative Dispute Resolution (ADR)
Customers who do not agree with the final determination issued by Mostbet may submit their dispute to an independent Alternative Dispute Resolution (ADR) organization.
A complaint may be submitted for ADR consideration only when the following requirements are satisfied:
- the Customer has already completed Mostbet's internal complaint resolution process;
- the disputed claim amounts to at least EUR 1,000 or its equivalent in another currency;
- the matter is not under examination and has not previously been reviewed by any other ADR organization, regulatory body, or judicial authority.
An ADR organization may decline to review a complaint if it determines that the claim is without merit, repeatedly submitted, abusive in nature, or not connected to the outcome of gambling activities or the delivery of gaming services. A complaint may also be declined where outside interference could compromise the independence or effectiveness of the dispute resolution process.
Decisions issued by the ADR organization are mandatory for both the Customer and Mostbet unless applicable legislation establishes otherwise.
Prior to submitting a dispute to ADR, or separately from that process, Mostbet may suggest other voluntary and non-binding approaches to resolving the disagreement, including mediation.
A request for ADR consideration must be filed within 6 (six) months after the Customer receives the final response from Mostbet.
Following the submission of a dispute to an ADR organization, Mostbet discontinues direct communication with the Customer regarding the matter, and all subsequent correspondence takes place through the designated ADR organization.
Regulatory Authority
The gambling regulator in Curaçao does not handle individual disputes arising between Customers and Mostbet. Nevertheless, Customers who believe that Mostbet has breached applicable legislation or failed to comply with its licensing conditions may file an appropriate complaint with the authorized regulatory body.
