The player from Greece had a frozen account at Mostbet despite having previously successful deposits and withdrawals. After waiting for a scheduled video call for verification that was delayed by 1.5 months, he received no response to his follow-up inquiries. The issue was resolved when it was determined that the Complaints Team did not have enough insight to address complaints related to sports betting, leading to the rejection of the complaint.
MostBet Casino - Player's account is frozen with delayed verification.
Amount: €375
MostBet Casino
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Case closed
Our verdict
Other
REJECTED
Case summary
2 months ago
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2 months ago
Translation
After a series of successful deposits and withdrawals with a verified account, my account is now frozen. Despite my numerous requests to mostbet's support team for the reason behind the freezing, they wanted to do a video call for verification. We scheduled the video call for 1.5 months later!!! I never received the call, and after 2 weeks of continuously emailing them with no response, they finally emailed me to set a new date for the call, this time 2 months later!!! I chose the date and time that suited me, but up until now, I have not received any response.
Automatic translation:
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2 months ago
Dear adrsinop,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify the situation.
Has the casino not confirmed the date of your video verification call yet? According to the screenshots, the suggestions for your verification call were sent only yesterday. I recommend waiting for a couple more days for confirmation from the casino. Regarding the date of the call, please understand that we are unable to force the casino to set an earlier date for you.
Was your previous video call confirmed by the casino? Did you provide the casino with the correct contact details for the video call?
Please forward me all the communication between you and the casino customer support that could be relevant to the investigation of your case at veronika.l@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
Veronika
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2 months ago
Dear adrsinop,
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.
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2 months ago
Thank you for reaching out to us via email. To ensure prompt assistance, please use the email address that is listed in our system. Additionally, we recommend submitting your comments directly in the complaints thread to prevent the timer from expiring and triggering an automated message about your lack of response.
Do I understand correctly that you have not yet sent any identity documents to the casino for verification? No ID or payment card?
Did you have any additional contact with the casino after August 29, when the verification call was scheduled? Have you shared your Skype contact information with the casino, or is your Skype contact information already filled out in your casino profile?
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2 months ago
The player sent us the following email:
Dear Veronica. I have sent every paper they needed to get verified as I am until right now. Otherwise I couldn't withdraw. As I mention from the beginning deposits and withdrawals were fine until the frozen my account and set a video call appointment. They never asked any other details. Skype name or number
Could you please specify what types of games you played? Were they slots, live casino games, or did you participate in sports betting?
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2 months ago
The player sent me the following email:
Αγαπητή βερονικα επαιζα αθλητικό στοίχημα και live και pre games
Thank you for the update.
As you might know, our forum Casino.Guru deals with complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue, related to sports betting. Therefore, I will be forced to reject your complaint.
Thank you very much for your understanding.
Best regards
Veronika
