Mostbet Dispute Resolution
All complaints, applications, feedback, and other inquiries from Customers must be submitted to Mostbet Customer Support.
Registered Customers have the right to submit a complaint free of charge within 6 (six) months from the date of settlement of the bet or the relevant event. If a complaint concerns live betting, Customers are advised to contact Customer Support as soon as possible, since information relating to such events is retained only for a limited period.
Complaints can be submitted using the dedicated form available on mostbet.com. Complaints concerning responsible gambling are given priority by Mostbet.
Mostbet Customer Support takes all reasonable measures to review submitted complaints within the following timeframes:
- no more than 4 (four) weeks from the date the complaint is received;
- no more than 5 (five) business days if the complaint concerns responsible gambling.
Upon registering a complaint, Mostbet:
- sends the Customer confirmation that the complaint has been received;
- explains the procedure and stages of the review process;
- informs the Customer of the estimated timeframe for reaching a decision.
This information is provided to the Customer within 1 (one) week of receiving the complaint. For complaints related to responsible gambling, the notification period must not exceed 2 (two) business days.
If additional information or documents are required for an objective assessment of the complaint, Mostbet reserves the right to request the relevant materials from the Customer. If the requested information is not provided within the specified timeframe, the review period may be extended or the complaint may be rejected.
In exceptional circumstances requiring further investigation, the review period may be extended by a maximum of 4 (four) additional weeks. For complaints concerning responsible gambling, the additional period must not exceed 2 (two) weeks. The Customer will be separately notified of the reasons for the extension.
Once the review process has been completed, Mostbet sends its final decision to the Customer in writing via email.
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Alternative Dispute Resolution (ADR)
If the Customer disagrees with Mostbet's final decision, they may refer the dispute to an independent Alternative Dispute Resolution (ADR) organization.
A dispute may be referred to ADR only if the following requirements are met:
- before contacting ADR, the Customer has completed the internal complaints procedure established by Mostbet;
- the amount of the disputed claim is at least EUR 1,000 or the equivalent amount in another currency;
- the dispute is not currently under review and has not previously been considered by another ADR organization, regulatory authority, or court.
The ADR organization may refuse to accept a complaint if it considers the complaint to be unfounded, repetitive, an abuse of the established procedure, or unrelated to the outcome of gambling activities or the provision of gaming services. External interference that could compromise the independence or effectiveness of the review process may also constitute grounds for refusal.
A decision issued by the ADR organization is binding on both parties — the Customer and Mostbet — unless otherwise provided by applicable law.
Before referring a dispute to ADR, as well as independently of this procedure, Mostbet may offer other methods of amicable dispute resolution that do not result in a binding decision, including mediation.
The Customer must submit an application to ADR no later than 6 (six) months from the date of receiving Mostbet's final response.
Once a dispute has been referred to ADR, Mostbet ceases direct correspondence with the Customer. All subsequent inquiries and exchanges of information are conducted through the relevant Alternative Dispute Resolution organization.
Regulatory Authority
The competent Curaçao authority responsible for regulating and supervising gambling activities does not handle individual disputes arising between Customers and Mostbet. However, if a Customer believes that Mostbet's actions violate applicable legislation or the terms of its current license, they have the right to submit a relevant complaint to the competent regulatory authority.
