Dispute Resolution
All complaints, inquiries, suggestions, feedback, and other requests must be directed to Mostbet Customer Support.
Registered Customers have the right to file a complaint at no cost within 6 (six) months following the settlement of a bet or the occurrence of the event concerned. In matters involving live betting, Customers are encouraged to contact Customer Support without delay, as information associated with such events is stored only for a limited time.
Customers can access the complaint submission form through mostbet.com. Mostbet gives priority to complaints concerning responsible gambling.
Customer Support will make reasonable efforts to investigate and resolve complaints within the following periods:
- 4 (four) weeks from the date the complaint is received;
- 5 (five) business days for matters concerning responsible gambling.
After a complaint has been submitted, Mostbet will:
- confirm that the complaint has been received;
- explain the process that will be followed when reviewing it;
- communicate the anticipated timeframe for reaching a decision.
The above details will be communicated to the Customer within 1 (one) week of receiving the complaint. For responsible gambling matters, this information will be provided within 2 (two) business days.
Where further documentation or clarification is necessary to assess a complaint, Mostbet reserves the right to request the relevant materials from the Customer. Failure to supply the requested information within the prescribed period may result in an extension of the review process or rejection of the complaint.
Where exceptional circumstances require a more detailed investigation, Mostbet may extend the standard review period by up to 4 (four) additional weeks. In cases involving responsible gambling, any such extension must not exceed 2 (two) weeks. The Customer will receive a separate notification explaining the reasons for the extended timeframe.
Once the investigation has concluded, Mostbet will communicate its final determination to the Customer in writing via email.
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Alternative Dispute Resolution (ADR)
Customers who are dissatisfied with Mostbet's final determination may escalate their dispute to an independent Alternative Dispute Resolution (ADR) organization.
A complaint may be submitted for ADR consideration only when all of the following requirements have been satisfied:
- the Customer has already completed Mostbet's internal complaint-handling process;
- the disputed amount is EUR 1,000 or more, or its equivalent in another currency;
- the matter is neither currently under review nor has previously been examined by another ADR organization, regulatory authority, or court.
An ADR organization may decline to review a dispute if the complaint is deemed to lack reasonable grounds, is repeatedly submitted, constitutes an abuse of the complaints process, or does not concern the outcome of gambling activities or the delivery of gaming services. A complaint may also be rejected where external involvement could compromise the independence or proper functioning of the ADR process.
The determination issued by the ADR organization shall be binding upon both Mostbet and the Customer, unless applicable legislation provides otherwise.
Mostbet may also propose other voluntary, non-binding dispute resolution options, including mediation. Such options may be offered before the matter is submitted to ADR or independently of the ADR process.
Customers wishing to pursue ADR must submit their application within 6 (six) months of receiving Mostbet's final response to their complaint.
Following the referral of a dispute to an ADR organization, Mostbet will discontinue direct communication with the Customer concerning that dispute. Any subsequent correspondence will take place exclusively through the designated ADR organization.
Regulatory Authority
The gambling regulatory authority of Curaçao is not responsible for adjudicating individual disputes between Mostbet and its Customers.
Nevertheless, Customers who believe that Mostbet has failed to comply with applicable legal requirements or the conditions of its gambling license may report the alleged violation to the appropriate regulatory authority.
