Dispute Resolution
This Dispute Resolution page outlines the process available to you if you have a disagreement with Mostbet regarding your account, transactions, or gaming activity. A dispute is a formal disagreement that remains unresolved after you have submitted a complaint through our standard complaints procedure. This document explains your rights, the steps involved in dispute resolution, and the independent bodies that can assist you.
Distinction Between Complaints and Disputes
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 first exhaust the internal complaints process before filing a dispute with an external dispute resolution provider.
Internal Complaints Procedure
Before pursuing external dispute resolution, you must submit a formal complaint to Mostbet. Our Complaints Procedure sets out how to contact us, what information to include, and the timeframes within which we will respond. You can reach our support team via live chat, email at [email protected], Telegram, or phone. We aim to respond to all complaints within 10 business days. For full details on how to lodge a complaint, please refer to our Complaints Procedure page.
When You Can File a Dispute
You may escalate your complaint to external dispute resolution in the following circumstances:
- More than 8 weeks have passed since you submitted your complaint to Mostbet and the matter remains unresolved.
- Mostbet has issued a final response to your complaint and you do not accept the outcome.
- Mostbet has failed to acknowledge your complaint within 2 business days.
Designated Dispute Resolution Provider
Mostbet is committed to fair and independent dispute resolution. Disputes are handled by our designated Alternative Dispute Resolution (ADR) provider in accordance with our gaming license issued by the Curaçao eGaming Authority. The specific ADR provider and contact details will be confirmed to you in writing when you are eligible to file a dispute. You have the right to use this ADR service at no cost to you.
The Dispute Resolution Process
Once you file a dispute with the ADR provider, the following process applies:
- You must submit your dispute in writing, including copies of all relevant correspondence, account statements, transaction records, and a clear explanation of your claim.
- The ADR provider will acknowledge receipt of your dispute and assign it a reference number.
- Both you and Mostbet will be given an opportunity to present evidence and arguments within specified timeframes, typically 4–8 weeks.
- The ADR provider will review all submitted materials and issue a written decision.
- The decision will set out the findings, reasoning, and any remedy ordered (such as a refund, account correction, or compensation).
Cost and Binding Nature
There is no cost to you for using the ADR service. The ADR provider's decision is binding on Mostbet and will be implemented within the timeframe specified in the decision. You are not obligated to accept the ADR decision; however, if you do, you agree that the matter is final and cannot be pursued further through internal channels.
Applicable Law and Jurisdiction
Disputes are resolved in accordance with the laws of Curaçao and the terms of Mostbet's gaming license. The ADR process is conducted under the rules and procedures established by the designated ADR provider. By using the ADR service, you agree to be bound by the applicable rules and the provider's decision.
Regulatory Escalation
If you believe Mostbet has breached its license conditions or regulatory obligations, you may lodge a complaint with the Curaçao eGaming Authority in addition to, or instead of, using the ADR process. The regulator can investigate compliance issues and take enforcement action if warranted.
Court Proceedings
If you are not satisfied with the ADR decision, or if you choose not to use ADR, you retain the right to pursue your claim through the courts of competent jurisdiction. Court proceedings represent the final instance for dispute resolution and are subject to applicable civil procedure laws.
Contact and Support
If you have questions about the dispute resolution process or need assistance filing a complaint, our support team is available 24/7. You can reach us via live chat on mostbet login pakistan, email at [email protected], Telegram, or phone. We are here to help clarify your options and guide you through each step.