MostBet Casino - Player’s account has been frozen.

hello, I have been playing Bridgebet Casino for a long time, I had a problem with an unjustified account freeze, the support service does not respond, does not give answers, I was given an email to contact, I got in touch, they just asked me about some documents and photos, I sent them. although I did the same thing half a year ago, I went through the same verification process. and therefore, immediately after sending all the documents and photos, they confirmed the verification to me, but they also invited me for a video call, but after 3.5 weeks. I would like to know the reason for freezing the account, and why it is not possible to verify immediately, why my money is being frozen for such a long time

Dear denysluzanovskyi,

Thank you very much for submitting your complaint.

I’m sorry to hear about the issues you are experiencing with the Casino regarding your account freeze. To help us better understand your situation and assist you effectively, could you please provide more details about the following:

• When was your account initially frozen, and how much money is currently frozen in your account?
• Can you provide a timeline of your communication with Casino, including when you first contacted their support service and when you sent the required documents and photos?
• What specific documents and photos did Casino request from you during the most recent verification process?
• Have you received any written confirmation or explanation about the reason for your account freeze?
• Could you clarify the details and purpose of the scheduled video call, and why it is set for 3.5 weeks from now?

Please feel free to forward any relevant communication, such as emails or screenshots, to petronela.k@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

my account was frozen on 20.06. 510 PLN remained frozen. Immediately after the blocking on the same day (20.06), I contacted the e-mail indicated in the message about the temporarily frozen account with a request to unfreeze the account, to which I received a message (quote below): "id@mostbet.com

 1. Photo of the bank card used to pay the deposit (if different cards are used, only one of them is enough) and a photo of a selfie with the card

2. Photo of the user with a passport (identity card) kept close to you (wszystkie data on the document must be clearly visible and closed)

3. Photo of a passport (identity

certificate) with visible personal data next to another document confirming identity (tax certificate, birth certificate, birth certificate, birth certificate, passport, legitymacja wojskowa, etc.)

4. Login to Skype

 5. Game account identifier (wide in the upper right corner of the screen on the account page, below the "Personal account" button)"

After that I received a message by e-mail :

"We would like to inform you that we have completed the verification of the documents and data provided.

To complete the verification process, we need to conduct a Skype video call to confirm your identity.

Choose a convenient date and time for your call from those available below:

16/07/2024 14:00 GMT+2

25/07/2024 14:20 GMT+2

26/07/2024 15:20 GMT+2

In response to this message, send the selected date and time of the call along with information about the preferred language for further communication.

All data must be sent in a single message."

after that they sent me a confirmation of the date and time of the Skype call. Of course, I wrote a letter with a request to justify the freezing, I also indicated that I had already passed this type of inspection, but I did not receive anything in response. They have such a dictatorial style of communication.

Hi denysluzanovskyi,

• Could you clarify which games you’ve been playing (live casino games, slots, or sports betting)?
• Did you accumulate your winnings with or without an active bonus?
• What is the exact URL of the casino website?

Thank you.

yes, I only play slots, this is real money, I also accumulated it from real money (not from bonuses)

https://mostbets-polska.com/

The account is unfrozen, the topic can be closed.

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, denysluzanovskyi, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru