The player from Russia had deposited and won $100 in Mostbet Casino. The casino had frozen the account and, despite the player completing the verification process including a Skype conference, the player had still been waiting for the process to be completed. The player had believed the delay was due to the casino's standard practice for carrying out the KYC procedure. The casino had explained that verification could take up to 60 days and confirmed that the player's account had been unfrozen. The player had confirmed that the issue was resolved, his account had been unblocked, and he had been able to withdraw his funds. The complaint had then been marked as 'resolved'.
MostBet Casino - Player accuses casino of delayed verification process.
Amount: 203 ₮
MostBet Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
9 months ago
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9 months ago
Translation
On the 23rd of November, 13.11.23, MostBet froze my account. Before this, I had deposited $100 and won $100. On the 14th of November, 14.11.23, I submitted the requested documents. On the 18th of November, 18.11.23, I successfully completed a Skype video conference. On the 22nd and 25th of November, I emailed id@mostbet.com to inquire about the result of my verification, but I did not receive a response. Later, I learned that the verification process can take up to 2 months. On the 18th of January, 18.01.24, I once again emailed and was told that the verification process can take longer than 2 months. Yesterday, I inquired again about the verification results, and received the same response. I believe that such a long duration is unrealistic, and the casino is deliberately delaying the verification process, tarnishing its reputation in the process!
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9 months ago
Dear Cintrol,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with MostBet Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please advise how long were have you been a player of the casino?
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
- Did you achieve your current balance with the help of bonuses?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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9 months ago
Translation
Hello! I registered around 11/12/2023 and topped up my account almost immediately. I didn't use any bonuses. I made 4 bets on sports for about $50, three won, one lost. I play slots for small amounts, but I didn’t have time at this casino, my account was frozen.
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9 months ago
I am sorry but if your winnings consisted of mostly sports-betting winnings and your account has been blocked, we have to assume the issue is related to sports-betting and will have to reject this complaint as well.
I believe we recommended you websites that deal with sports-betting related complaints in the past. Please let me know if there are any other circumstances we haven't considered, otherwise we'll have to refer you to another service again.
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9 months ago
Translation
I remember that your service does not deal with sports betting issues. And you have previously provided links to other sites. But I think that in my case we are talking about the KYC procedure, which took an incredibly long time. I sent the documents, passed video verification, but I cannot receive a response from the casino about the results of these procedures. I don't think my small bets were the reason for the delay. Rather, this is the standard practice of the mostbet casino for carrying out the KYC procedure and this is unacceptable
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9 months ago
Hello, Dear Cintrol!
Thank you for your feedback. We understand it's not nice to find out that your account has been frozen.
However, account verification is carried out in all betting companies as a measure to ensure the security of our clients' accounts. Verification can take 60 days, and on rare occasions even longer (see Paragraph 2.9 of the Rules). We're doing our very best. Account verification is a multi-stage process and takes time.
We have received the information and would like to inform you that your game account has been unfrozen on 06.02.2024 as a result of verification. Please confirm that the complaint has been resolved.
Have a nice day!
Yours, Mostbet.
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9 months ago
Translation
Good afternoon
Once again I thank Casino Guru for your help! I would also like to note how quickly the issue was resolved by Mostbet. The account has been unblocked, the funds have been withdrawn, the complaint can be closed.
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9 months ago
Dear Cintrol,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you and MostBet Casino for your cooperation.
Please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.
Best regards,
Tomas
Casino.Guru
