MostBet Casino - Player is having difficulties completing the KYC verification.

Hello,

I register an account with mostbet and make a deposit to my account. After making some bets , I decided to make a withdrawal and I received a notification that I need to fill phone contact in my account. I tried to fill my phone number but sms verification code is not sending to my phone after trying several times. I contacted them about this issue and they instructed me to send documents of which I send and I receive an email that my documents was accepted and that I should receive a feedback soon. Since then, they rarely reply my emails and when I contacted them in support, they just reply that way for reply soon but no reply. I cannot make a withdrawal from my account because of this issue now two weeks. Please help.

Dear Simon,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Do I understand it correctly, that you are still waiting for your account to be verified? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru (or you can post it here). I hope we will be able to help you resolving this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

I have forwaded the conversation to the email prodided kristina.s@casino.guru. They are responding on a new email everything I send an enquiry with a reply, wait for email reply.

Thank you very much Simon for your reply and email. I will now transfer your complaint to my colleague Juli who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Simon,

I looked at your complaint and will do my best to help you. I would like to invite Mostbet Casino into this conversation. Can you specify where is the problem with player’s verification process, please?

They have finally attached my phone number and this verification process is considered solved. I am having a problem in withdrawing money from my account again. Do I have to create a new complain or we can continue under this complain?

Hello Simon,

We can continue under this complaint.

I would like to invite Mostbet Casino into this conversation. Can you tell us where the problem with the player’s withdrawal is? Please, be aware. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may affect its rating.

Mostbet Casino, thank you in advance for your reply. 

They have not resolved the withdrawal SMS code for withdrawal confirmation and therefore all withdrawal request remain unprocessed, I have replied to them that my mobile service provider have assured me multiple time that my phone number is working fine and is able to receive international sms. This means the problem is on their site. I have also request that they opt to process my withdrawal directly because of the problem. It is now nearly a month and they have not resolved.

Hello Simon,

Is there any new information about your case? Thank you very much in advance.

This case have not been resolved, I cannot withdraw money from my account because of confirmation key not being send to the phone number I supplied.

I found a new contact at this casino. I hope they will give us an answer now. Therefore, I will give a second chance and another 7 days to casino for an answer. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may affect its rating.

Dear Simon,

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Juli

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Hello, dear all!

Jozef, thank you for your cooperation!

Simon, we apologize for all the inconvenience caused!

Unfortunately, we cannot link your phone number.

There is a list of countries where we operate on our website, but for your convenience I will list here:

Armenia, Australia, Azerbaijan, Bangladesh, Belarus, Belgium, Brazil, Chile, Czech Republic, Finland, Hungary, India, Iran, Kazakhstan, Kyrgyzstan, Mexico, Moldavia, Mongolia, Morocco, Nepal, Norway, Pakistan, Peru, Poland, Portugal, Russia, Spain, Sri Lanka, Switzerland, Tajikistan, Thailand, Turkey, Ukraine, Uzbekistan, Vietnam.

To link an another number of one of these countries, you need to send it to support@mostbet.com. In the same letter, you must attach a photo of an identity document and a selfie with it, then we can link the phone number.

When you send an email with the required data, please write here.

Have a nice day!

Sincerely yours, Mostbet.

Dear Simon,

may I kindly ask you to react?

Dear Simon,

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’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.