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I received a message that my account has been frozen that I should contact customer care. Since I contacted them no response.

Dear Paschal91,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live games, slots, or multiplayer)? Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

I registered on 29 December 2021 but I made my first deposit in July 2022 that's when I started using it. I have not done KYC. I had a chat with the customer care in July that I want to provide my documents I was told that there is no need for that. What is frustrating is that the support team don't respond to messages. They have not asked me to provide any document. I play football (pre game) bet mostly. My winnings is not from a bonus. Attached is my messages to the support team with no response

Thank you, Paschal91, for your reply. Do I understand correctly that you played sports betting only?

I play mostly sports bet. I have only played casino once or twice

Dear Paschal91,

Unfortunately, I would like to inform you that since this casino has 15+ cases closed as "No Reaction Policy" we are forced to close your complaint as "unresolved". This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue however, the decrease in rating caused by unresolved complaints could change the casino's approach.

Regrettably, it seems to be a common practice of Mostbet Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our previous failed attempts to negotiate. We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from Mostbet Casino. I wish I could be of more help.

The casino can reopen this complaint anytime.

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Dear Paschal91,

We received information from the casino that your account is not blocked completely, only frozen until you complete the video verification. Please contact the casino and let me know the outcome of the video check. Thank you very much in advance.

1. My gaming ID

2. My name

3. My Skype ID

4. Photo of my driver's license

5. Photo of me holding my driver's license

It has been over 2 weeks without response. If they want a video call they should respond to the mail and call me with my Skype ID or the can give me their ID so I can call them. What am I suppose to do now. I have provided all the information to enable the video call take place yet no response. Please help me communicate to them.

I sent the casino a message on 1st October 2022 with a screenshot of your last message that they requested for a video call and today 2 October I can no longer access my account. It shows account details invalid. I guess they have deleted my account

Thank you very much, Paschal91, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello !

Paschal91 thank you for your reply

regarrding your question:

the player must contact support in order to arrange a video call

until he agrees on the time, no one will verify the player.

Thank you and have a good day!

I have sent a mail to support-en@mostbet.com severally, I have contacted them through telegram and live chat too. No response. After my last complain the support and team blocked my bet account including my IP. I can no longer as the site with my mobile phone now but I can as it with another phone but even when I access it with another phone I can't login because it is showing player blocked

Hi Paschal91,

please, is there any new information?

Hi, dear PASCHAL🤝

Thank you for your feedback and the data provided. Currently, your account is blocked (based on clause 7.9), for the purpose of verification and subsequent identification. In this regard, you need to send to the mailbox: id@mostbet.com the following data:

1. A photo (selfie) in which you hold an open passport in your hands (next to your face, passport data in the photo should be clearly visible), a photo of the card from which the deposit was made (the front side of the card without CVC);

2. Specify the Skype login that will be used to make a video call with you;

3. Your login from the account or ID;

4. Select the date and time (UTC+3) when it will be convenient for you to receive a video call, from the time interval from 12:00 to19:00 daily. Please note that the Internet connection must be stable, and the web camera must have the appropriate resolution so that we can distinguish the documents displayed by you as part of the video call (as part of the video call, you will need to show your passport and the card from which the deposit was made). At the time of the video call, we recommend staying in a quiet room and without the presence of third parties.

We are always sincerely glad when a player plays and wins with us. In turn, we never limit the winning payouts, no matter how big they are. A big win is always great and wonderful, we are only for it.

If we have certain suspicions, we conduct a check against the player, which is designed to certify the account for compliance with the established rules. Verification can be carried out any number of times when suspicions arise. Account verification exists in all bookmakers without exception. If the check does not reveal any discrepancies, then the account is subject to unblocking. Any potential player can familiarize himself with the rules before registration and already on the basis of this make a decision about what kind of game strategy to build. By registering in our bookmaker, you agree to these rules and as a result, you bear all the risks associated with their violations yourself.

Have a nice day!

Sincerely yours Mostbet

I have responded with an email and a call has been scheduled on 18 October 2022 at 13:20 Moscow time

Dear Paschal91,

I am extending the timer by 7 days. Please, inform us about the outcome from the verification.

Mostbet didn't call me. The call was scheduled on 18 October today is 21 no call received yet

Dear Mostbet Casino team,

please, could you do an update for us?

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days.

Hello Paschal91,

I would normally close the case but I am in direct contact with casino representative and I believe they will reply.

I am extending the timer by 7 days one more time. If the casino fails to respond in the set time frame, I will close the complaint.

Good afternoon, dear Paschal91 !

On your part, there was no response to the video call scheduled and agreed with you on a certain date and time. Therefore, the account has not been verified and is not currently eligible for unlocking.

Have a good day!

Your Mostbet

Добрый день, уважаемый Paschal91!

С вашей стороны не было ответа на назначенный и согласованный с вами в определенную дату и время видеозвонок. Таким образом, учетная запись не прошла проверку и в настоящее время не подлежит разблокировке.

Хорошего дня!

Ваш Mostbet

Dear Paschal91,

please, could you explain what why you did not answer the verifiaction call on agreed time?

There was no call from mostbet. It is obvious that this bookie is fraudulent. They have every avenue to reach me yet they don't. I am tired of this fraudsters

Dear Mostbet Casino team,

thank you very much for your coopration. May I kindly ask if there is any possibility that you can do the verification call one more time?

Hi, dear Paschal91🤝

In the near future, our company's support should contact you in order to coordinate with you a second attempt at a video call. Please wait.

Have a nice day!

Sincerely yours, Mostbet

Dear Paschal91,

I am extending the timer by 7 days. Please, inform me about the outcome.

Mostbet has not contacted me for any call. They have my email if they want to do so they should. They can as well tell me to call them instead. I don't like the fact that I have lost my money and I am also losing valuable time engaging in a conversation with a group of fraudsters parading as bookies it's disheartening

Dear Paschal91,

be aware that verification call is industry standard, and in order to get to your funds you have to pass. If you fail to follow this process, the casino has full right to retain the funds.

Dear Mostbet Casino team,

have you already tried to reach the player?

Hi, dear Jozef!

We can't keep trying to get in touch indefinitely. If the player does not get in touch at the appointed time and does not warn about the transfer in advance, the call is considered unsuccessful and, as a result, identification too. This is just the current case.

Have a nice day!

Sincerely yours, Mostbet

Dear Paschal91,

is there any new info?

None

Dear Paschal91,

We tried to contact you, sending you our free slots for a call, but you didn't respond.

Dear Paschal91,

I believe the evidence from the casino is clear. With repeated fail attempts to finish verification, I have no other option than to reject your complaint.

Kind regards, Jozef

jozef.k@casino.guru