Dispute Resolution
This Dispute Resolution page outlines the process available to you if you have an unresolved complaint regarding your account or transactions with Mostbet. A dispute is a formal disagreement about a decision, transaction, or service outcome that remains unresolved after you have followed our internal complaints procedure. Before pursuing external dispute resolution, you must first submit a complaint through our standard process and allow sufficient time for resolution.
Distinction Between Complaints and Disputes
A complaint is your initial report of a problem or dissatisfaction with Mostbet's service, products, or conduct. A dispute arises when your complaint has not been resolved to your satisfaction within the timeframe specified in our Complaints Procedure, or when you have received a final response from Mostbet that you wish to challenge. Only after exhausting the internal complaints process may you escalate your matter to external dispute resolution.
Internal Complaints Procedure
You must first submit a complaint to Mostbet through our standard internal procedure. Our support team will acknowledge your complaint and work toward a resolution. For full details on how to lodge a complaint, response timeframes, and what information to provide, please refer to our Complaints Procedure page. You should allow at least 8 weeks from the date of your complaint submission before considering escalation to external dispute resolution, unless Mostbet has issued a final response earlier.
Conditions for Filing an External Dispute
You may file a dispute with our designated Alternative Dispute Resolution (ADR) provider if:
- You have submitted a formal complaint to Mostbet and at least 8 weeks have passed without a final response;
- Mostbet has issued a final response to your complaint that you wish to dispute;
- You are dissatisfied with the outcome offered by Mostbet's internal complaints process.
- Your complaint concerns a transaction, account decision, or service matter within the scope of our ADR provider's jurisdiction.
Designated ADR Provider
Mostbet is committed to fair and impartial dispute resolution. Disputes are handled by our designated ADR provider in accordance with applicable gaming regulations. The specific ADR provider and contact details are available upon request from our support team. You may contact our support team via live chat, email at [email protected], or through Telegram to obtain the current ADR provider's name, website, and submission procedures. Our support team operates 24/7 in English, Urdu, and Hindi.
ADR Filing and Review Process
Once you have met the conditions above, you may submit your dispute directly to the ADR provider. The process typically includes the following steps:
- You submit a written dispute application to the ADR provider, including your account details, a description of the issue, copies of relevant communications, and the outcome you are seeking;
- The ADR provider acknowledges receipt and assigns your case a reference number;
- Both you and Mostbet are invited to submit evidence and arguments within specified timeframes (typically 14–28 days per party);
- The ADR provider reviews all evidence and issues a written decision, usually within 90 days of receiving your complete application;
- You will be notified of the decision in writing, along with reasons for the outcome.
Cost to You
There is no cost to you for filing a dispute with the ADR provider. Mostbet bears all fees associated with the external dispute resolution process. You should not be asked to pay any fee to submit your case or receive a decision.
Binding Nature of ADR Decisions
Mostbet is bound by the ADR provider's decision. If the ADR provider rules in your favour, Mostbet will comply with the decision, including any award of compensation or account adjustment. The decision is final and enforceable against Mostbet. However, you retain the right to pursue legal proceedings if you choose not to accept the ADR outcome.
Applicable Law and Jurisdiction
Mostbet is licensed under Curaçao eGaming regulations. Disputes are resolved in accordance with the terms of this agreement and applicable gaming law. The ADR provider will apply the relevant legal framework when reviewing your case. By using Mostbet online, you agree to submit disputes to the designated ADR provider before pursuing court proceedings.
Regulatory Escalation
If you believe Mostbet has breached its licensing obligations or gaming regulations, you may also lodge a complaint with the relevant gaming regulator. This is a parallel route to ADR and does not prevent you from pursuing external dispute resolution. Contact details for regulatory bodies are available from our support team upon request.
Court Proceedings
If you are not satisfied with the ADR outcome, or if your dispute falls outside the ADR provider's scope, you retain the right to pursue legal action through the courts. Court proceedings would be governed by the jurisdiction specified in our Terms and Conditions. We encourage you to seek independent legal advice before initiating court proceedings.
Contact and Support
For questions about the dispute resolution process, or to request the current ADR provider's contact information, please reach out to our support team. We are available 24/7 via live chat, email at [email protected], or Telegram in English, Urdu, and Hindi. Our team will guide you through each step and provide all necessary information to help you understand your options.