MostBet Casino - Player complains about verification delay.

Dear Rocio937,

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? Do I understand correctly that they have all been approved before the verification call?

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,

Kristina

Correcto, la llamada por Skype se realizó el día 10 de noviembre, en la videollamada proporcione mi pasaporte por video

Hello, Dear Rocio937 and Casino Guru!

Rocio937, we understand your desire to get an answer as soon as possible. For our part, our specialists always try to make a decision as quickly as possible. Account verification is a multi-stage process and takes time. In rare cases, it takes more than 60 days.

We have received information that your account was unfrozen on 20.12.2023. Please confirm that the complaint has been resolved. 

Best regards, Mostbet.

Dear Rocio937,

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, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.