Dispute Resolution
Table of Contents
Complaints, requests, feedback, and other inquiries should be submitted to Mostbet Customer Support.
Registered Customers may submit a complaint free of charge within 6 (six) months from the settlement of the bet or the relevant event. For complaints related to live betting, Customers are advised to contact Customer Support as soon as possible, as data relating to such events is retained for a limited period.
The complaint submission form is available on mostbet.com. Complaints related to responsible gambling are given priority by Mostbet.
Customer Support makes all reasonable efforts to review complaints:
- within 4 (four) weeks from the date of receipt;
- within 5 (five) business days for complaints related to responsible gambling.
Upon receiving a complaint, Mostbet:
- acknowledges receipt of the complaint;
- informs the Customer of the review procedure;
- provides an estimated timeframe for a decision.
This information is provided no later than 1 (one) week after receipt of the complaint and, for responsible gambling complaints, no later than 2 (two) business days.
If additional information or documents are required to review a complaint, Mostbet may request them from the Customer. If the required information is not provided within the specified timeframe, the review period may be extended or the complaint may be rejected.
In exceptional cases where additional investigation is required, the complaint review period may be extended by a maximum of an additional 4 (four) weeks. For complaints related to responsible gambling, the extension may not exceed 2 (two) weeks. The Customer will be separately informed of the reasons for the delay.
Upon completion of the review, Mostbet sends the Customer its final decision in writing by email.
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 provided that the following conditions are met:
- the Customer has first used Mostbet’s internal complaints procedure;
- the amount of the claim is at least EUR 1,000 or the equivalent amount;
- the dispute is not currently being considered and has not previously been considered by another ADR body, regulatory authority, or court.
The ADR body may refuse to consider a complaint if it considers the complaint to be unfounded, repetitive, abusive, or unrelated to the outcome of a gambling activity or the provision of gaming services. Consideration may also be refused if the independence or effectiveness of the procedure is threatened by external interference.
The ADR decision is binding on both the Customer and Mostbet, except where otherwise provided by applicable law.
Before referring a dispute to ADR, or independently of such a procedure, Mostbet may offer alternative, non-binding methods of resolving the dispute, including mediation.
An application to ADR must be submitted within 6 (six) months from the date the Customer receives Mostbet’s final response.
Once a dispute has been referred to ADR, Mostbet ceases direct correspondence with the Customer, and all further communication is conducted through the relevant ADR organization.
Regulatory Authority
The Curaçao gambling regulatory authority does not resolve individual disputes between Customers and Mostbet. However, if a Customer believes that Mostbet has violated applicable law or the terms of its license, the Customer may submit a relevant complaint to the competent regulatory authority.
