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Dear samk241981,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Hello, Dear samk241981!

We are sorry that you have a negative impression of our service. We understand that it is unpleasant to find out that your account is frozen. To withdraw funds you need to go through the verification procedure.

Account verification is carried out by all betting companies. It is one of the security measures for customer accounts. Verification can take 60 days, and in rare cases even longer. Account verification consists of a number of actions, each of which takes time. By registering on our site, you agree to these rules.

To start the verification procedure, you need to provide the documents, that our specialists have requested from you, in a reply email to id@mostbet.com. 

Without going through the identification procedure, your account will remain blocked. 

Have a nice day!

Best regards, Mostbet.

I have sent u all the documents that u guys ask for.. let me know wat else u need from me and also there is. Skype call that u guys need to do let me know wen u guys wanna do the Skype call ..

Thanks

Hello most bet I had sent u all the documents u guys ask for let me know wen u guys wanna do Skype call... I had money in my account I wanna request for withdrawal so plz unfreeze the account 

Hello casino guru as they ask me last document my passport with my driver's license.. that I already sent them .. now most bet had to do Skype call and they unfreeze the account so I can request for withdrawal

Hello everyone,

Thank you both for your replies.

samk241981, please keep us informed about any further developments.

Hello casino guru they ask me today to do Skype video call that I will be doing on 23rd and after that I will update you thanks they had approved my other documents now just they wanna talk on video chat

Thanks will update u

Hello casino As I was waiting for most bet ppl to call me at 11:00 am today as they told me they will call me at 11 today but they haven't call me on Skype .. I email them twice but they don't answer .. can u plz ask them to unfreeze my account so I can take my money out ... As it's been almost month ... I send them all the documents they ask for .. plz if u can ask them to unfreeze my account now

Thanks

Will wait for ur reply

Thank you very much, samk241981, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, samk241981!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Thanks casino guru .. will wait to get my complaint resolved soon

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello, Dear samk241981 and Casino Guru!

A Skype call is a necessary part of the verification process. Unfortunately, we have received information that the client did not answer the video call at the appointed time. It is possible that there were technical problems. We have received information that the video call is scheduled for 15.05.2024. Please check the stability of the Internet connection and the serviceability of the necessary equipment on the day of the call, our specialists will contact you at the appointed time. 

Best regards, Mostbet.

Hello casino guru

They never call me on the day that they scheduled the call ... They gave me new date now on 15 th may 2024

I was with the phone for all the time I never receive any call and I email them two times one half hour before and also another email half hour after that I have not receive the Skype call but they never replied ...

And after 4 days they gave me new date ... I will be with my phone and wait for the Skype call ... On 15 th now

Hope fully they call me this time casino guru and don't make excuses again

Thanks

Hello casino guru most bet ppl had done the Skype call today .. now I am waiting for them to unfreeze my account

Hello casino guru after having a video call with them on Skype . Now I cannot open my account .. I don't know wat they did I cannot even open my account ... And it's not letting me change the password ... Wen I do forget password ... Can u plz ask them wat they doing .... This is worst casino I have ever seen who took 2 months for verification and also it's been 2 days now they not responding ...

MostBet Casino, please, notify us on what are the results of the verification call?

Hello casino guru they email me today by saying that my account will be block as I have more then one account .... If they saying I have more then one account I already told them ... And they always pay me on past .. and I have open all my account in my name and put all the info correctly and I am playing here from so long ... Almost a year and I always email them from my different accounts and they know in the past too that I have different accounts ... And it's not I am doing any fraud and I have all the proofs that they pay me on past too from all my other accounts and now they come up with this new thing ... Not to pay the winnings of the player ... And if there sytstem don't detect from one year and let me open new accounts ... And I told there associates .. so many times and email them and now all the sudden this casino is in loss and withheld player winnings ... If they have to check the player id ... They would have done on my first account wen I open they pay me without checking anything ... And they were okk to pay me from my different accounts ..... And now after year they started making excuses not to pay me ... There internal system sucks .... And they blame the player and all my accounts that I open I have same name and same document I put ... If they have problem with the accounts y they pay me first and after one year they come to me and ask me all the paper work which I show them it's all real .. and wen the associate call me .. and ask me if I have more then one account I told him and he said it's okkk if I have more then one account and they will close me other two accounts were I also won the money and they have withheld my winnings to that was 3300 $ and 1180$ I have screen shot for that as well ... And the associate told me I can keep one account and other two accounts will be blocked ... Which I said it's fine .. now they come up with new story and don't wanna pay my winnings .. I am not doing any fraud ... I have all the real documents... Which they take 2 months to check ...

They r fraud company .. I think this casino must have lost so much money and now they come up this and don't pay players winnings ....

Plz look into this matter and help me to get my winnings

Thanks

samk241981, do I understand correctly that you have created multiple accounts in this casino?

Yes casino guru ...

Can you please explain why have you created multiple account? Have you also taken welcome bonuses on all of them?

No I never took any welcome bonus ..

Casino guru .. i made more then one account because some time wat happen on there site wen u log in it shows suspicious activity... And then they say we sent u one code on ur email but it never come and then u have to do forget password... That thing also some time work and sometimes it doesn't... So wen this happens. Code never come. So I make new account with my same name and putting my original info.. so only because there site don't work.. still on my id right now it shows same thing I can send u screen shot .. so one time .. I complaint about there site on telegram .... One of there agent ask me the password and I gave him by mistake.. that guy took my money from my account it was close to 1000 $ and that guy also kick me out of telegram wen I ask him we're is my 1000$ go .... I complaint about this to there casino and they don't reply .. that's y after that wen ever it shows suspicious activity.. I don't go to chat with agent I just make new account and they were always paying me from my different accounts ....

..

Can you please send me evidence of the communication with the mentioned telegram account and all info that you have about it?

Hello pavel I don't have screen shot of the chat as telegram won't allow u to take screen shot .. but wen I ask the guy we're my money go he kick me out of the telegram so .. I didn't get time to take picture from my another phone ...

Hello casino guru also most bet ppl doesn't even wanna reply here as u can see ... They never come to tell u in chat wats going on in my case ... Only I am telling u ....wat u asking me ... If u plz ask them wen they keep paying me for all my other accounts .. y did they block my these accounts and they know I have multiple accounts from before ...

Thanks I will wait for ur reply

Can you, please, tell what method of registration have you used each time?

Via email

I have attach few screen shot for one of the account that was open in 2023 were u can see they successfully pay me before and my info was same as this account .. like this I have few more accounts were they always pay me successfully before ... And those accounts were almost 1 years old

I have couple more questions.

After you have sent your Telegram number via e-mail (on the screenshot), the person contacted you to which you have given your password and after that your funds were stolen?

Can you, please, redirect the e-mail letter where the MostBet support asks you for your Telegram number to my e-mail: pavel.k@casino.guru?

Also, have you registered all your accounts with the same e-mail?

Yes I will send u on ur email .. no the emails were different but the information they ask me to put is always the same ... And legit

Hello pavel I had sent you the email .. plz check

I am sad to say that the e-mail from which you have received the request for the Telegram number is not a legit MostBet support mail. Apart from the @gmail domain name instead of @mostbet, the "suport" instead of "support" should have brought up some suspicions in you.

As regarding you creating multiple account and the complaint on our website, it seems like we cannot help you anymore. Creating multiple account is considered to be seriously unfair throughout all casinos and by us as well. You have intentionally used other e-mail to breach this restriction. Instead, after you have been scammed in the Telegram, you should have asked the casino support for the help and more information.

Also, given the level of your Internet literacy and you not being able to defer a scammer from the official support I would recommend you to not play in online casinos at all.

I wish you only the best in the future.

Respectfully,

Pavel K

Casino Guru Team