Dispute Resolution

This page explains how to resolve disputes that arise from your use of Mostbet. A dispute is a disagreement between you and Mostbet regarding account management, bonus terms, bet settlement, payment processing, or any other service-related matter that remains unresolved after you have followed our internal complaints procedure. This document outlines the steps you must take before pursuing external dispute resolution and the mechanisms available to you.

A complaint is your initial report of a problem to Mostbet. A dispute arises when your complaint has not been resolved to your satisfaction within the timeframe specified in our Complaints Procedure, or after Mostbet has issued a final response that you reject. You must exhaust the internal complaints process before filing a dispute with an external Alternative Dispute Resolution (ADR) provider.

Before initiating external dispute resolution, you must submit a formal complaint to Mostbet. You can contact our support team via live chat, email at [email protected], Telegram, or phone. Our team operates 24/7 and responds in under 2 minutes on average. We will investigate your complaint and provide a substantive response within 8 weeks of receipt. If you are not satisfied with our response or if we do not respond within 8 weeks, you may then proceed to file a dispute with our designated ADR provider. For full details on how to lodge a complaint, please refer to our Complaints Procedure page.

You may file a dispute with our ADR provider if any of the following conditions are met:

Mostbet is committed to fair and impartial dispute resolution. Our designated ADR provider is eCOGRA (eCommerce and Online Gaming Regulation and Assurance), an independent body recognised internationally for resolving player disputes in the online gaming industry. eCOGRA operates under strict procedural rules and maintains neutrality between players and operators.

To file a dispute with eCOGRA, you must submit a written request that includes your account details, a summary of the complaint, copies of relevant correspondence with Mostbet, and the outcome you are seeking. eCOGRA will acknowledge receipt of your dispute within 5 business days and will assign it to an independent adjudicator. The review process typically takes 4–8 weeks, depending on the complexity of the case. You will be notified of the decision in writing.

When filing a dispute, provide all relevant documentation, including account statements, transaction records, bonus terms and conditions, screenshots of communications, and any written responses from Mostbet. Clear and complete evidence strengthens your case and helps the ADR provider reach a fair decision more quickly.

There is no cost to you for filing a dispute with eCOGRA or for the ADR review process. Mostbet covers all administrative and adjudication fees. You may pursue external dispute resolution at no financial risk.

Once eCOGRA issues a final decision, it is binding on Mostbet. We are contractually obligated to comply with all ADR determinations, including any award of compensation or account remedies. The decision is final and cannot be appealed within the ADR system. However, you retain the right to pursue court proceedings if you believe the ADR decision was made in error or if you wish to challenge it under applicable law.

Mostbet is licensed and regulated by the Curaçao eGaming Authority. Disputes are resolved under the laws of Curaçao and the terms of your Player Agreement. The ADR process operates independently of any single jurisdiction and applies international standards of fairness. By using Mostbet, you agree to submit to this dispute resolution framework.

If you believe Mostbet is operating in breach of its license conditions or engaging in unfair practices, you may lodge a complaint with the Curaçao eGaming Authority in addition to or instead of pursuing ADR. The regulator investigates operator conduct and can impose sanctions. Contact details for the regulator are available on the Curaçao eGaming Authority website. This is a parallel route and does not prevent you from using ADR.

If you are not satisfied with the ADR decision or if you choose not to use ADR, you retain the right to pursue legal action through the courts. Court proceedings are the final instance of dispute resolution. You may seek legal counsel to advise you on your options. Court proceedings are conducted under the laws of the jurisdiction you select, and you will be responsible for any legal costs unless a court awards them to you.

For questions about the dispute resolution process or to begin a complaint, contact Mostbet support at [email protected], via live chat (available 24/7), Telegram, or phone. Our team will guide you through each step. You can also access your account and review your account history by logging in to mostbet login. We are committed to resolving your concerns fairly and transparently.