MostBet Casino - Player's account access and withdrawal delayed indefinitely.

I was placing bets and since November, I noticed my account was locked, instructing me to contact them via Skype and submit my documents within 14 days. After submitting my documents and connecting on Skype, I was told to wait a maximum of 60 days to gain access to my account so I could play or withdraw my money. In this case, I had 350 dollars. 60 days would have been until January, and it's now March, surpassing the 120-day mark. When I try to log into my Mostbet account, it says my password doesn't work. I tried to reset the password, and it asks for my email or mobile number, but there's no option to recover the password. I've sent messages to Mostbet support and haven't received a response. They used to reply, always saying to wait 60 days. As I mentioned earlier, it's been more than 120 days, and now I can't even access my account. Attached are images of the messages sent and the current status of my account...

Dear auroratapia406,

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. However, completing this thorough process should take a few working days, not a few months.

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 in the correct format as soon as possible?

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

If all the papers were delivered on the indicated day and we spoke via video call, I just hope they deposit me, thank you

They asked me for several documents and a Skype session to make a video call, I sent all the documents and I made a video call to verify that it was me, in November they asked me for the photos, and in December I made a video call telling me that I could now use my account...

I attach the conversations

Thank you very much, auroratapia406, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.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.  

OK, thanks a lot

Hello auroratapia406,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this.

We would like to invite MostBet Casino to join the conversation.

Dear MostBet Casino,

Could you please furnish details on why the player is not able to access their account and withdraw their winnings?

If the information can't be shared publicly, please send it to me at michal.k@casino.guru

Hello, Dear auroratapia406 and Casino Guru!

Thank you for your feedback. We have requested the details of the case from the security department, unfortunately, the wait takes some time. Only the security department has detailed information about blocking. We are doing everything we can to resolve the case quickly. We will contact you as soon as we receive the information. Thank you for waiting!

Best regards, Mostbet.

I still can't log in to my account and he doesn't respond to my messages, I made a Skype video call, they told me that I could log in and that everything was fine, it was for security reasons, but it doesn't log in.

Dear auroratapia406,

I empathize with your frustration regarding the situation. However, we must await the review of your case by the Mostbet security team. I remain hopeful that we will witness progress shortly. In the meantime, I kindly request your patience.

Hello, Dear auroratapia406 and Casino Guru!

Unfortunately, we are still awaiting information on the case from the security department. Due to the very high workload of the team and importance of the verification process, the wait is taking longer than we would like. We are doing everything we can. Thank you for your understanding and patience!

Have a nice day!

Best regards, Mostbet.

It would be more than 150 days that I cannot access my account, and they do not respond to my email messages, I have already done the verification process, I made a call on Skype, they determined that I could access my account and nothing, I do not understand the delay

Thank you for your response, Mostbet team. I understand that the investigation can sometimes take much longer than usual, but I must emphasize to the player that the already elapsed time is far from the usual timeframe. I have my fingers crossed that we will soon witness progress.

Dear auroratapia406,

I completely understand your concerns, and I share your view that the elapsed time is significantly longer than usual. However, the explanations provided by the Mosbet team seem reasonable. I recognize that this situation has been less than ideal for your user experience. Unfortunately, information from the security team is essential to progress with your complaint. I kindly ask for your patience in this matter.

We would like to ask the casino to reply to this complaint. 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 negatively affect its rating.

I still can't log into my Mostbet account, I send a message to the email, but it doesn't respond, I'm waiting for Mostbet's response, more than 5 months have passed, I went through Skype, I verified everything, they told me that they would solve it, but they don't respond, I await your prompt reply

Hello, Dear auroratapia406 and Casino Guru!

We have your situation in our priority, we are doing our best to provide a response as soon as possible. Your request is still being worked on by our security department. Unfortunately, it will take some more time to review your case. Security and account verification issues are very important and are being carefully reviewed, the details are not being released for obvious reasons. We will get back to you as soon as we have the information. Thank you for waiting!

Best regards, Mostbet.

But I already passed Skype in November, it's been 5 months now and they don't respond to me through Gmail, my password doesn't enter, in the Skype verification the lady told me that I could access my account that this process required the video call, but now 5 months since the check

Thank you for your response, Mostbet team. While I understand that your security department may be occupied and that the verification process can take time, I would like to highlight that the investigation has been pending for quite a while now and it started to show signs of stalling. This is not in line with the expectations for a reputable casino with a high rating such as MostBet. I kindly request your security team to provide us with any updates as soon as possible.