The player from Czech Republic had deposited and played at Mostbet Casino, however his account was blocked with a balance of around 385 euros. The player claimed that he had provided all necessary documents for verification but the casino had taken an extended period to verify his account. The casino had responded by stating that the account verification process could take up to 60 days or longer. Upon completion of the verification process, the casino had stated that the player's account was unfrozen. However, the player insisted on a full refund of his deposits, arguing that the casino was illegal in his country. The casino maintained that lost funds were not refundable and that there had been no incorrect debits from the player's balance. The Complaints Team, after reviewing the evidence provided by the casino, concluded that the player had lost all his funds and hence, the complaint was rejected.
MostBet Casino - Player's account has been blocked.
Amount: €385
MostBet Casino
Safety Index:Very highOther
REJECTED
Case summary
I opened an account with Mostbet casino and after a few deposits, the casino blocked my account with a balance of approximately 385 euros, which I cannot even withdraw. I have sent the necessary documents for account verification but have not heard back from anyone for 5 days now. The customer support is just washing their hands off this matter.
Dear picinacicina,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise which games you focused on while your account was still active - slots, live casino, sports betting, etc.? Do I understand correctly that you have not received any confirmation regarding successful verification?
Have you accumulated your winnings with or without an active 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,
Kristina
Hello, my deposits were made without bonuses, I played mostly live roulette. It would certainly be normal to close the account for some reason, but not that they allowed me to send a deposit and then did not allow me to withdraw from an email address id@mostbet.com no one has contacted me in 4 days even though all the required documents have been sent for verification, this has never really happened to me and it is more than suspicious.
Thank you very much for your reply, picinacicina. 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 as soon as possible and in the correct format?
Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.
Dear picinacicina,
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.
Good day
I don't know if this has any weight, I provided proof of address, as well as a card, APS, driver's license and insurance card, and I also attended a video conference where I had to show my passport and answer stupid questions about whether I have accounts elsewhere, where they connect from, and then me it was given by some lady who had a Russian accent that I will wait 60 days for a statement on whether I will block the account or not, when I write to support they keep telling me that they and the team have nothing and that I should wait!!!!! It sounds like cheaters on Ento
Thank you very much, picinacicina, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@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 picinacicina,
I am so sorry to hear your account got blocked. I will contact the casino and try to resolve the issue as soon as possible.
Now I would like to invite a MostBet Casino representative to join this conversation and participate in resolving this complaint.
Dear MostBet Casino,
Could you please state why the player's account got blocked? Could you please provide us with the evidence?
Thank you in advance for providing the information.
Hello, Dear picinacicina and Сasino Guru!
We are sorry that you have a negative impression of our service. Player's account is frozen for verification. Account verification is carried out in all betting companies as a measure to ensure the security of our clients' accounts. According to our rules, verification can take 60 days, and on rare occasions even longer. Account verification is a multi-stage process and takes time. Our specialists always try to make a decision as soon as possible.
Once verification is complete, we will send you a notification to your email address.
Have a nice day!
Best regards, Mostbet.
Dear MostBet Casino,
Do you require any documents from the player or everything was already provided?
Thank you very much in advance for providing the information.
I submitted all the required documents, the casino withheld my last deposit to the account in the amount of almost 400 euros, can I claim interest?
Hello picinacicina,
The casino is not a bank, they will not pay any interest on your deposit amount. Let's wait for their statement here.
Your patience is much appreciated.
Hello, Dear picinacicina and Casino Guru!
We have received information from specialists that the player has provided all the necessary data, and he only needs to wait for a decision. The answer will be provided to the contact email. We will also track the status of the verification and will notify you here. Thank you for your patience!
Best regards, Mostbet.
Dear MostBet Casino,
Thank you for your response and the information provided.
I will extend the timer by seven days. We will be awaiting your response.
Casino Mostbet is an illegal casino in the Czech Republic, that's why you keep the money and they froze the account!!!! All the documents were sent but the casino took time to check it!!!!! of what? 60 or more days during this period of May, my money is about 400 euros in my account and I can't go to withdraw the account, block it !!!!! Attention all Czech players, do not deposit any funds into the Mostbet account, it is illegal!!!!!!!!!!!
Hello, Dear picinacicina and Casino Guru!
We would like to inform you that the player's account is still under verification. We understand your desire to get an answer faster. For our part, our specialists act strictly within our rules and try to make decisions as soon as possible. Account verification is a multi-stage process and takes time. Thank you for your patience!
Best regards, Mostbet.
Dear MostBet Casino,
Please, keep us updated regarding the player's verification.
Thank you very much in advance for providing the information.
Unfortunately, they are scammers!!! They do not have a license, the casino should not operate in the Czech Republic at all!!! It is blacklisted, as it is illegal, that's why they set aside 60 or more days, it could be a year, what's the point of verifying the data, I look and see that maybe they have so many new players that they all want to play there, they just don't have time, we already have they said goodbye and the money WE sent there !!!!! But we also advertise them in the media. So nobody normally creates an account anymore 👍
Let me keep the player account !!! I want to sleep the money, if the account is blocked, we will absolutely leave why the deposit was allowed, dear mostbet, return the money to sleep on the card, we do not require any more service from you!!!! That's how it works in Britain that if I pay something I get a message, wait 60 days or maybe more?????
Hello, Dear picinacicina!
We understand that you are frustrated and want to get a response faster. Customers choose us because we behave honestly and follow the rules. We inform you that your account is still under verification. Our specialists are doing their best to make a decision as soon as possible. The answer will be provided to the contact email. Thank you for your patience!
Best regards, Mostbet.
Dear MostBet Casino,
Could you also give us a statement here once you have any information from the specialists?
Thank you very much in advance for providing the information.
Hello, Dear picinacicina and Casino Guru!
Thank you for waiting! We have received the information and are happy to inform you that the player's game account 137890067 was unfrozen on 04.01.2024. Please confirm that the complaint has been resolved.
Best regards, Mostbet.
The Mostbet casino does not have a base license for operating games in the Czech Republic, and therefore I want to return all the deposit provided to the account !!!!! In total, this amounts to more than 1,200 euros.
We have now asked the Ministry of Finance to investigate this fraud.
If anyone is reading this publicly, don't open an account there, they are scammers!!!!
We will also contact the bank because customer support does not know why there is no license ... it has no information
Just approving the account is an illegal step against the Czech Republic......
They allow people to play in the countryside where it is forbidden!!!!!
All deposits will be returned to Mostbet !!!!!
Casino Mostbet does not have a license that would authorize it to provide services on the territory of the Czech Republic. The operator is based in tax havens (Curacao/Cyprus), so we strongly warn against trying to register or try to play in the Mostbet online casino. The operator should not allow players from the Czech Republic to open accounts!!!!!
Hello picinacicina,
Do you have access to your casino account? Did you manage to request a withdrawal?
I am looking forward to your response.
Casino refuses to return the entire amount!
They say they don't have information!!!!
Playing in an illegal casino exposes the player to a heavy fine
Dear MostBet Casino,
Could you please explain why the player cannot withdraw all the funds?
I am looking forward to your response.
Hello picinacicina,
I was informed by a casino representative outside of the complaint thread, that your account should be already active. Are you able to withdraw your funds?
Hello, Dear picinacicina and Casino Guru!
We can see that on 07.01.2024 the player made a withdrawal request and then he asked to cancel the withdrawal via online support chat. The withdrawal was canceled by the player's request, not from our side.
Best regards, Mostbet.
The withdrawal was entered immediately after the account was unblocked, it was not possible to withdraw the money
I only canceled the withdrawal of 100,000 som not 5000,000 please return the deposits otherwise we will proceed in such a way that it will cost you even more
Hello picinacicina,
Did you manage to create a new withdrawal?
I am looking forward to your response.
Dear MostBet Casino,
Could you state why the player is unable to withdraw the funds?
I'll be awaiting your response.
Hello, Dear picinacicina and Casino Guru!
We can see that the client hasn't made any new withdrawal requests. At the moment there are no funds on the client's balance. Dear picinacicina, we would like to clarify what kind of refund we are talking about in your previous messages? Earlier you wrote with a request to return deposits. We would like to inform you that according to the casino rules, in order to withdrawal the deposited money must be wagered.
Best regards, Mostbet.
I don't want to stop making money with you, return all deposits, your casino is illegal in the Czech Republic, SME reported you to the Ministry of Finance!!!!! Expect a fine! You should not have opened an account with us at all, you are breaking the laws of our country!!!!
If you don't take the money, we will file a lawsuit
I want to return all deposits!!!! I don't want to miss anything!!!!! You expose players from the Czech Republic to a fine and yourself too, what's the point????????????
Dear MostBet Casino,
Could you state how many times has to be the Player's deposit wagered to request a withdrawal?
I'll be awaiting your response.
They won't give you an answer because the login page was blocked in the Czech Republic!!!!! You can't log in to the application to select something!!!!
The casino does not communicate the money does not want to return !!! At the support, they are tossing him around like a hot potato, switching one over 2!!!! We have informed the bank and we demand the deposits in return!!!!
we really don't know Hebrew!!!!!!Interesting
Hello, Dear picinacicina and Casino Guru!
If we understand correctly, the client requires a refund of all deposits. According to the rules of the casino, in order to withdraw funds, you need to wager the deposit made. The lost funds are not refundable. From our side there were no incorrect debits from the balance of the client.
We have passed detailed information on this case to the representative of the Casino Guru. We hope it will help to close the complaint.
Best regards, Mostbet.
Hello picinacicina,
Every deposit in the casino needs to be wagered/played at least 1x due to the AML rules (anti money laundering). Could you clarify how much you have deposited to the casino and what is your current balance?
I'll be awaiting your reply.
What casino I deposited 1250 euro on the account is 0
As you can see in the filter, no bets have taken place, yet there is 0 on the account
Hello picinacicina,
Could you clarify if you have lost the funds in the meantime?
I am looking forward to your response.
Hello picinacicina,
I have discussed the complaint with a casino representative outside of the complaint thread and I was provided with the evidence that you lost all the funds.
Could you comment on this?
Excellent, send proof 🌴🚨 I'd love to see it
Hello picinacicina,
I cannot disclose the provided documents to the public. I am afraid there is nothing that can be done from our side as you lost all the funds.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
Kind regards,
Stefan, Casino.Guru
