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Dear CasinoGuru Team,

I am writing to formally submit a complaint against the online casino MostBet, regarding the sudden blocking of my account and what I believe to be unreasonable and possibly abusive identity verification demands.

Account Registration and Deposit

I registered a new account with MostBet and made a deposit shortly after. Within 1–2 hours, my account was unexpectedly blocked without any prior warning or explanation. I have never previously held an account with MostBet, so there should be no reason for suspicion of duplicate accounts or policy violations.

Verification Process

When I contacted customer service, they informed me that my account would remain blocked until I completed a full identity verification process. Before even reaching the video verification stage, they requested the following documents:

• A government-issued ID or passport
• A photo of the debit/credit card used for the deposit
• A selfie holding my ID/passport
• A selfie holding the debit/credit card
• An additional document verifying my identity (e.g. utility bill or driver’s license)

I found this request to be excessive and concerning, especially since they refused to accept a photo of my credit card where all digits were masked except the last four, which is standard practice for privacy and fraud protection.

Multiple Submissions – Still Rejected

Despite my concerns, I complied and submitted all the requested documents three times via email. Each time, I received the same generic, copy-pasted response, claiming that the documents were unreadable and listing the same document requirements again.

To ensure quality, I even borrowed a high-end mobile phone and took high-resolution photos that clearly show all required details. I submitted:

• My passport
• Selfies holding the passport (attached for AskGamblers review only)
• A criminal record certificate issued by the German government
• My health insurance card
• A pension fund statement

I also clearly explained that I do not have a driver’s license and that I live with my parents, so I am not named on any utility bills.

Yet again, the documents were rejected with the same repeated message. There was no clear explanation, no specific feedback, and no willingness to consider alternative valid documents. This repetitive and dismissive treatment has led me to believe that this may be a deliberate attempt to avoid account verification and withdrawal access.

Concerns

I am growing increasingly concerned that:

MostBet may be operating dishonestly, intentionally making the verification process impossible to delay or avoid payouts.

They are collecting unnecessarily sensitive personal information (such as multiple selfies with ID and credit card), which raises serious data privacy and misuse concerns.

Request for Assistance

I kindly ask AskGamblers to step in and mediate this dispute. All I want is to access my account, have my verification fairly reviewed, and be able to either continue playing or withdraw my remaining balance.

For confidentiality reasons, I have attached only the two selfies with my passport to demonstrate that the documents are indeed readable, contrary to MostBet's claims. I request that you treat these with the strictest confidentiality and use them only for the purpose of this complaint.

Thank you very much for your time and support.

Best regards

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear goku23,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

If you have been asked for a selfie with ID documents or a screen behind you, which is nothing unusual, please follow these important guidelines:

•  Do not edit the image in any way
• The photo needs to include your full face, head-on, with no distortions, shadows or reflections of light. If someone takes the photo for you, make sure they take it from up close and include as little background as possible (remember, no cropping is permitted)
• When you take the photo of your ID, make sure the photo is clear and close enough to read without cropping or editing
• Make sure the light is in front of you, not behind you
• Keep your passport open so that both sides are visible, not just the identity part

Regarding your credit/debit card, the casino needs to make sure the card is legit and you are the true owner. Could you please provide an image of your card, ensuring the first 6 and last 4 digits are clearly visible, while obscuring the remaining digits.

Additionally, could you provide a copy of a bill (e.g., internet or phone bill) addressed to you at your current address for casino's further verification, please?

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,

Katarina

Hello Katharina,

As a long-time player, I am of course aware of the KYC process, but I would still like to ask you a few questions and ask you to evaluate whether this is "normal."

Why is my account blocked after making a deposit and then I'm asked to complete the KYC process? Other casinos only require this after making a deposit, and during the process, you can continue to gamble and your account won't be blocked.

Isn't it strange that the casino, in addition to a passport/ID + a selfie with my passport, also requires me to provide my uncensored credit card (all numbers, name, and validity date must be visible) + a selfie with my credit card + another additional identification document (driver's license, bills, etc.)? And then, at the end, only after I've submitted these documents do they want me to do a video identification, and I'm offered three appointment times, and I have to wait at least 1-2 days, and I can't start immediately on demand?

The casino is very suspicious and is doing everything it can to prevent me from accessing my money... I haven't even been able to play on my account since Thursday...

Hallo Katharina,

als langjähriger Spieler ist mir das natürlich bewusst der KYC-Prozess, dennoch möchte ich dir einige Fragen stellen und dich bitten, dies zu bewerten ob das "normal" ist.

Warum wird nach einer Einzahlung mein Konto geblockt und ich dann gebeten, KYC-Prozess abzuschließen? Andere Casinos setzen das erst voraus, wenn man eine Einzahlung tätigt und währed des Prozesses kann man weiterhin "zocken" und das Konto wird nicht gesperrt.

Ist es nicht merkwürdig, dass das Casino von mir neben einem Reisepass/Ausweis + Selfie mit Reisepass, auch noch zudem verlangt, dass ich meine Kreditkarte ohne Zensur (alle Nummern, Name, Valid Date müssen ersichtlich sein) verlangt + Selfie mit Kreditkarte + ein weiteres zusätzliches Identifikationsdokument (Führerschein, bills etc.)? Und dann am Ende auch noch erst nachdem ich diese Dokumente eingereicht habe noch ein Video-Ident machen will und man bekommt 3 Termine vorgeschlagen und muss auch noch mind 1-2 Tage warten und kann nicht sofort on demand starten?

Das Casino ist sehr verdächtig und tut alles daran, dass ich nicht an mein Geld herankomme... Ich kann seit Donnerstag nicht einmal in meinem Account spielen...

Hello Katharina, I had an appointment for video verification today and now the lady from the casino says I have to wait 10-14 days for the outcome of the verification process... This is absolutely unacceptable. I've never experienced anything like this before... 1. My account is frozen because I have to complete the KYC process, which is nonsense because you can do it on the side like every other casino does. 2. I provide all the documents and they are accepted but it's not enough; I still have to do VIDEO verification. 3. I do VIDEO verification and now it's supposed to take between 10 and 14 days until I receive a message about the outcome of the video verification... This smells like a scam and I expect you to at least downgrade the casino's rating and warn other players about this scan.

Hallo Katharina, ich hatte heute einen Termin für die Video-Verifizierung und nun sagt die Dame vom Casino, dass ich 10-14 Tage warten muss auf den Ausgang des Verifizierungsprozesses... Dies ist absolute nicht akzeptabel. Ich habe so etwas noch nie erlebt... 1. wird mein Account eingefroren, weil ich den KYC Prozess machen muss, was Schwachsinn ist, weil man diesen auch machen kann nebenbei so wie jedes Casino das handhabt. 2. stelle ich alle Dokumente zur Verfügung und diese werden akzeptiert aber es reicht nicht aus, ich muss noch VIDEO Verifikation machen. 3. Ich mache VIDEO Verifikation und nun soll es zwischen 10 und 14 Tage dauern, bis ich eine nachricht über den ausgang der video verifikation erhalte... das stinkt gewaltig nach Scam und ich erwarte von dir, dass du zumindest das rating des casinos abstufst und andere spieler vor diesem scan warnst.

Hello Katharina, I just received this email. I think they're trying to rip me off... I have to wait 60 days for verification? I submitted all the required documents, completed the video identification, and now I have to wait 60 days for the KYC process so my account can be reactivated? I didn't do anything. I deposited and played normally. I expect serious consequences from you now. Because you are currently advertising a scam casino that unjustly freezes users' accounts and withholds the funds. This is a final warning to you! If you don't remove this casino from your website, I will delete my positive reviews about you on Trustet and then mention that you are advertising for scam artists. I've had enough, and I've run out of patience. I think it's a disgrace that you're providing a platform for such a gang of scam artists and advertising for them.

Hallo Katharina, nun habe ich diese Email erhalten. Ich glaube, die wollen mich verarschen... 60 Tage soll ich warten auf die Verifizierung? Ich habe alle geforderten Dokumente eingereicht, habe die Video-Identifikation abgeschlossen und nun soll ich 60 Tage für den KYC-Prozess warten, damit mein Account wieder freigeschaltet wird? Ich habe nichts gemacht. Ich habe normal eingezahl und gespielt. Ich erwarte von euch nun ernsthafte Konsequenzen. Denn zurzeit macht ihr Werbung für ein Betrügercasino, das zu Unrecht Konten von Nutzern einfriert und das Geld einbehält. Dies ist eine letzte Warnung an euch! Solltet ihr dieses Casino nicht aus eurer Webseite rausnehmen, werde ich auf Trustet meine positiven Reviews über euch löschen und dort dann erwähnen, dass ihr Werbung für Betrüger macht. Es reicht und meine Geduld ist am Ende. Ich finde es eine Frechheit, dass ihr auch noch Plattform für solch eine Betrügerbande bietet und Werbung macht.

Dear goku23,

thank you for your messages and updates.

I agree that the treatment you have received from MostBet Casino is out of the ordinary KYC verification procedure. I will now transfer your complaint to my colleague Martina (martina.b@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.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear goku23,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Martina