Dispute Resolution
A dispute arises when you believe Mostbet has failed to fulfill its obligations under these terms, or when a disagreement exists regarding your account, transactions, or gaming activity that cannot be resolved through our standard complaints procedure. This page outlines the steps you must follow to escalate an unresolved complaint to an independent Alternative Dispute Resolution (ADR) provider.
Distinction Between Complaints and Disputes
A complaint is your initial report of a problem to Mostbet. A dispute is a formal escalation after your complaint remains unresolved. You must exhaust Mostbet's internal complaints procedure before filing a dispute with an external ADR body. For details on how to lodge a complaint, please refer to our Complaints Procedure page.
Internal Resolution Process
Before pursuing ADR, you must first submit a written complaint to Mostbet's support team. You can contact us via live chat, email at support@mostbet.com, Telegram, or phone. Our support team operates 24/7 and will acknowledge your complaint within 48 hours. Mostbet will investigate and provide a substantive response within 8 weeks of receipt. If you accept this response, the matter is closed. If you reject it or receive no response within this timeframe, you may proceed to ADR.
Eligibility for ADR Filing
You may file a dispute with our ADR provider if:
- Mostbet has not provided a final response to your complaint within 8 weeks of your initial submission.
- You have received Mostbet's final response but reject it and wish to pursue independent review.
- The dispute amount does not exceed INR 1,000,000 (or equivalent in your local currency).
- You have not previously submitted the same dispute to a court or another ADR body.
Designated ADR Provider
Mostbet uses an independent ADR provider to resolve disputes fairly and impartially. The ADR body will review your case according to its own rules and applicable law. Contact details and procedures for filing are available through the ADR provider's official website. Mostbet is bound by the ADR provider's final decision.
ADR Filing and Review Process
Once you submit your dispute to the ADR provider, the following process applies:
- You must provide a written statement of your dispute, including all relevant facts, evidence, and the resolution you seek.
- Mostbet will be notified and given an opportunity to respond.
- The ADR provider will review all submitted documents and may request additional information from either party.
- A decision will typically be issued within 90 days of the dispute being formally accepted.
- Both you and Mostbet will receive written notice of the final decision and its reasoning.
Cost to You
There is no cost to you for filing a dispute with the ADR provider. Mostbet covers all ADR fees and administrative expenses. You are not required to pay any fee to initiate or participate in the ADR process.
Binding Nature of ADR Decision
The ADR provider's decision is binding on Mostbet. If the ADR provider rules in your favor, Mostbet will comply with the decision within the timeframe specified. The decision is final and cannot be appealed within the ADR system, though 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 on legal grounds.
Applicable Law and Jurisdiction
Mostbet is licensed under Curaçao eGaming. Disputes are governed by the laws of Curaçao and the terms of Mostbet's license. The ADR provider will apply relevant consumer protection law and the rules of fair gaming in its review. By using Mostbet live, you agree to submit to this framework for dispute resolution.
Regulatory Escalation
If you believe Mostbet has violated its license conditions or applicable gaming regulations, you may also lodge a complaint directly with the Curaçao eGaming Authority. This is a parallel route and does not prevent you from pursuing ADR. The regulator may investigate independently and take enforcement action if warranted.
Court Proceedings
If you are dissatisfied with the ADR decision or if your dispute falls outside the ADR provider's scope, you retain the right to pursue legal action through the courts of competent jurisdiction. Court proceedings are a final recourse and are subject to applicable law, court fees, and legal representation costs.