The player from Cambodia had encountered difficulties accessing his Mostbet account after he forgot his password. Despite his attempts to recover it, the required verification code was not being sent to his registered contact details. The account had been verified for around three months and had contained real money. The player had contacted the casino multiple times but had received no response. After we intervened and contacted the casino, they claimed that a "suspicious login attempt" notification had been sent to the player and the issue had been resolved according to another complaint site. However, the player did not respond to our follow-up messages, leading us to reject the complaint due to a lack of further communication from the player's side.
MostBet Casino - Player can't access the account due to not receiving a verification code.
Amount: $100
MostBet Casino
Safety Index:Very highPlayer stopped responding
REJECTED
Case summary
I forgot my Mostbet account password. After I recover it and try to login it show suspicious login and require verification code but the verification code never send to my phone number or my email address. I hope it will send verification code to my email instead of phone number as I'm outside India.
-My Gaming ID: 148*****
-My Phone: +85****
Hello seihaseng02,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with MostBet Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? Do you have any real money balance on your account? What did the casino respond to you when you contacted them with this issue?
Looking forward to your answer.
Regards,
Nick
My account is fully verified , I’m not sure but I think it’s around 3months, Yes I have real money in my account, they keep telling to to send email to support@mostbet.com and write all my problems, I’ve submitted more than 3 emails but never get any response from them.
Thank you seihaseng02 for all the information provided. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Hello, seihaseng02,
I am sorry to hear about your unpleasant experience, and I am sorry for the delay. I will contact the casino and try my best to resolve the issue as soon as possible.
Dear MostBet Casino team,
Could you please look into the player's issue and help us to resolve it?
Feel free to let us know if you need anything from the user to speed the process up.
Hello, Dear seihaseng02!
Thank you for letting us know about this situation. We always strive to improve our clients' experience and help you.
We received a response on your request that you received a "suspicious login attempt" notification on 2024-02-28 15:11:02 (UTC+3) and the verification code was successfully sent as a sms to the phone number linked to your game account.
In addition, we see that you left a complaint on another rating site and there you gave a response that your account login problem was resolved.
Please confirm that the problem has been resolved.
Best regards, Mostbet.
Dear seihaseng02,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.
The player can reopen this complaint anytime.
Thank you very much, Mostbet Casino Team, for providing information and cooperation.
Best regards,
Branislav, Casino.Guru
