MostBet Casino - Pelaajan voitot takavarikoidaan viivästyneen vahvistuksen vuoksi.

Hello,

My name is Yestay **** , I am a registered user at Mostbet with account [hidden by Casino.Guru team].

On 10.08.2025, I won an amount of 7,225,000 KZT on their platform. I have submitted all the requested verification documents (passport, proof of address, etc.), but the company has been delaying the process for weeks and has not paid me my winnings.

I contacted their support team many times. At first, they promised me a verification call, then canceled it for "technical reasons". After that, they stopped giving clear answers and still have not processed my withdrawal.

This is a clear violation of fair play principles and the terms of their license. I kindly ask AskGamblers / CasinoGuru to assist me in resolving this dispute and ensure that Mostbet pays my winnings in full.

📎 I can provide:

Screenshot of the winning bet

Screenshot of my account balance

Chat history with their support

Documents I submitted for verification

Thank you in advance for your help.

Sincerely,

Yestay ****

[hidden by Casino.Guru team]

Dear player,

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. 

• Could you please advise which documents you have already provided and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format? 
• Were any of your documents marked as approved or explicitly rejected?
• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you accumulate your winnings with or without an active bonus?  

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, 

Natalia

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.

Hello Natalia,

Thank you for your reply.

Documents provided: I have already submitted my passport, selfie with passport, credit card, selfie with credit card and passport, and my driver’s license.

Submission: All of these documents were provided immediately after the request, in good quality and correct format.

Status: None of the documents have been officially approved or rejected by Mostbet. They only confirmed receipt, but the verification has not been completed.

Games played: I only played sports betting.

Bonuses: I did not use any bonus. My winnings of 7,225,000 KZT were accumulated without any active promotion.

Despite providing more than enough identification, my withdrawal is still being delayed without a clear reason. This situation looks very unfair and I kindly ask for your support to ensure Mostbet pays out my winnings.

Best regards,

Yestay ****

Thank you very much for your reply! I see that the casino confirmed a video verification call on 17.8.2025, but you mentioned that it was later cancelled. Did the casino offer a new date for the call?

Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here.

Thank you in advance.

Dear player, please let us know if you managed to get in touch with the casino, and if the verification call planned for today (21.08.2025 12:00 GMT+5) was successfully conducted.

Hello,

Unfortunately, the verification call scheduled for today (21.08.2025 12:00 GMT+5) did not take place. This is already the fourth time the call has been canceled or not conducted by the casino. I kindly ask you to take this into account when reviewing my complaint.

Best regards,

Yestay ****

Thank you very much 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!

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.

Dear MostBet Casino, in case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hello, Dear estaitoltanov1997 and Casino Guru!

We’re sorry you had a negative impression. We understand, it is unpleasant that your game account is frozen. At the same time, we act strictly within the established rules. Account verification is carried out in all bookmaker companies as one of the security measures for clients’ accounts. 

We received information that an invitation to join the call was sent to you at the appointed time today, but you ignored it. You can check your email for the invitation.

Our colleagues will offer new meeting dates. Choose a convenient time, and join the meeting via the Google Meet link at the appointed time.

Please note that your account will remain frozen without video call. 

Have a nice day! 

Best regards, Mostbet.

Dear Mostbet Support Team,

Thank you for your message. Unfortunately, I did not receive any Google Meet invitation for the scheduled video call today (I also checked my Spam/Junk folders). Could you please resend the invitation and offer me new possible dates for the verification call?

I am ready to join at the appointed time once I receive the correct link.

Thank you for your assistance.

Best regards,

Y*****

Dear Mostbet Support,

I did not receive the invitation email. I was waiting for the call and even wrote to your support in Telegram — I also have the chat history as proof. Please resend the invitation and suggest a new time.

Best regards,

Y*****

I have successfully completed the video conference for identity verification and I am now waiting for my account to be unfrozen and for the withdrawal to be processed.

Hello Casino Guru team,

Thank you for your assistance.

I would like to update my case against Mostbet. My account still remains frozen even though I have successfully completed the video verification call. The casino informed me that the verification can take up to 60 days, which I consider an unreasonable and unfair delay. No clear explanation or timeline has been provided.

I kindly request Casino Guru’s direct assistance in contacting the casino on my behalf, because my funds are blocked and I have no access to them. This situation is very stressful and causes me serious concern.

Please keep my complaint open until the issue is fully resolved and my account is unfrozen with access to my balance.

Best regards,

Y*****

Of course!

MostBet Casino, has the player passed the video call successfully or have there been any problems?

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

Dear estaitoltanov1997,

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,

Pavel