MostBet Casino - Player’s account and withdraw remain frozen.

When I withdraw 3500 BDT Mostbet declined my withdraw and also freeze my account more than 1 monthe ago. Than I contact with mostbet via mail and also provide my all document. After someday mostbet agent contact with me via skype call and told me my account is unfreeze within 1 week. But still freeze my account

My account id : ****

Dear Sakib,

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 you a player of the casino and when exactly was your account blocked? 
• How did you learn about your account being blocked? 
• 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 a bonus? 

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

Hello sir,

My account was frozen may be 19th april 2024. Than I contact on live chat thay told me to send a mail on id@mostbet.com with documents. I send may all document. After this process Mostbet set a conference video call on skype. 1 May 2024 we had a conference call via skype. There agent told me on skype conference call my account is unfreeze within 1 week but my id still freeze now. Than I contact via mail with mostbet they reply me 60 days need for this process.

60 days is so long. I send my all document and had a conference call after all proccess why need 60 days? If they have not enough employ for identified customers account, why they locked our account?

90% people dont know about casinoguru thats why mostbet is very high possition. Otherwise they are they go to very low position on casino guru.

Sorry for my English 🙏. I don’t kno well.

Advance Thanks Casino guru.

Thanks for the detailed explanation.

• What games did you play in the casino? (slots, live games, betting on sports) 
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I mostly play live casino like dead or alive, creazy times, monopoly etc.

Thank you very much, Sakib, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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.  

Hello, Sakib,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. However, before I do it, I have a few questions to clarify the situation.

Do I understand correctly that you provided us with a screenshot of the verification related to a different email compared to the one you submitted this complaint with?

As your casino account email, you filled out "sakib**********00@gmail.com", but in the screenshot above, you provided a communication about verification between the casino and a completely different email. Can you please explain it somehow?

Have you ever made any deposits to the casino? If yes, when approximately? Have you already verified your payment method?

Did you accumulate your disputed winnings with a bonus? If so, with what exact bonus? Was it a no-deposit bonus?

Dear Sakib,

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.

I contact with them both of my mail (afr*****89@gmail.com and sa*********00@gmail.com) . I made my deposite from Bangladesh mobile banking that show on mostbet website and successfully deposite all payment / withdraw also. But last time when i try to withdraw they Freeze my account. 51 days gone but i Don't receive no result.

Hello, Dear Sakib!

We're sorry you had a negative impression. Account verification is carried out in all betting companies as a measure to ensure the security of our clients' accounts. Account verification is a multi-stage process and takes time. In our betting company verification can take 60 days, and on rare occasions even longer. We're doing our very best. By registering in our company, you agree with these rules.

Thank you for waiting! We have received information that your gaming account was unfrozen on 09.06.2024 as a result of verification. You made a successful withdrawal on 12.06.2024. Please confirm that the complaint has been resolved.

Have a nice day!

Best regards, Mostbet.

Account okh now

What great news, Sakib!

Thank you for confirmation and for using the Casino Guru complaint resolution centre. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thank you, MostBet Casino team, for your help and cooperation!

Best regards,

Branislav, Casino.guru