MostBet Casino - Player’s account is frozen due to delayed verification.

I played for a couple of days and received a notification that my account was frozen and I needed to complete verification. I sent all the documents, everything is good, but I need to do a video verification via Skype. I'm not against it, but they are saying it can't be done before October 21st, which I find very unfair. Dear CasinoGuru, can you please help resolve this? I agree to do the video verification, but is it really fair to wait that long?

Dear Arm009, 

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. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

Has the casino confirmed the date of your video verification call? Regarding the date of the call, please understand that we are unable to force the casino to set an earlier date for you.

Could you please specify which games you played? Were they slots, live casino games, or did you participate in sports betting?

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, 

Veronika

I don't mind going through the verification, the casino offers three different days and the closest one is October 21, I don't understand how you can wait more than a month for a video call, you can wait up to, for example, two weeks or resolve this issue in a couple of hours

I understand your frustration, but please keep in mind that the casino may have a large number of verification calls scheduled. It is important for both you and the casino to agree on a suitable date and time for your call.

Has a specific date and time for your verification call been confirmed yet?

Additionally, you still haven't answered my earlier questions regarding the types of games you played.

If you have any communication with customer support related to the verification of your account or any other relevant issues, please forward it to me at veronika.l@casino.guru.

MOstbet unfroze my account, I'm still playing, everything is fine with them so far

Thank you for letting me know. Is your verification call still scheduled for the end of October? Should we consider your complaint resolved?

There will be no call, but the complaint is resolved.

Dear Arm009,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Veronika

Casino.Guru