MostBet Casino - Player's account is frozen with no response.

Hi. My account was frozen previous week (Tuesday). Without any warning. Mostbet just sent me an email and asked to sent my identification files. I did it and since then, a week passed without any reply. I tried also to solve the problem in live chat but the give me no answer. They keep teling to wait. I have sent a lot of email without any lucky. My id is 199259937.

I just want to solve the problem and I get no response.

Please help me!

Thnx

Dear Johny88,

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 have you been a player in the casino? 
• How did the casino inform you about the blocking of your account? 
• Is there any withdrawable balance on your account?

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

I opened my account 2 weeks ago if i remember well 25.09.2024 . When i opened my account i asked if a verification was needed and the support team told me that i dont have to do it and i can do it later. So i start playing and then in 02/10 i received an email that my account was frozen. To solve this situation they asked my to sent some verification files. I sent these files and i dindt receive an answer so i spoke with support team and they told that i have to wait an answer from the mail i send and they could help. After 4 days with no answer i resend the email but nothing. The email they told me to send my data is id@mostbet.com and the other i asked for help is gr@mostbet.com. Even in the other email they have i sent an email so as they inform me but nothing.

I cannot withdraw any funds and they block betting also .

Please help me i dont know what to do!!!

After a week they Response to my email (after i opened complain, random???) and they asked for another document. I send it. I will let you know with any news i have.

Goodmorning!

I send the files, 3 days passed and no response!!!

Hope find a solution!

Goomorning,

I received an email that says that my files are approved but there has to be a vdeo call via skype as last part in verification. They put me a scheduled call on 31.10.

I will let you know about the result.

Thanks for the update.

Please send me the communication you received from the casino regarding the result of your verification.

• Share a screenshot here or forward the email you received to my email at tomas@casino.guru
• Could you please specify the amount of winnings you are trying to withdraw?

Good afternoon, I didn't try withdraw any funds. Just mostbet asked for a verification. And they frozen my account without even a warning and without any information why the did it.

The other really strange thing, is that the whole process will take a month!!! Is this normal??



Thank you very much for your reply.

Could you please confirm there is no balance on your casino account?

Did the casino initiate the verification process?

Have you previously made any deposits in the casino?

Hi.

In my account there is an amount of money and they freeze my account and I cannot even withdraw the money. As i send in the previous messages, casino started the verification. But it is taking so long time. From the time they frozen my account a month nearly passed. I had one deposit that was completely properly (in 2 days). I don't understand why this happens...

Good morning,

I send an email on Friday, so as Mostbet, verify me the apointment for video call on 31.10.2024, and they send the same message with deferrent dates.

They didn't reply my question.

They only write meanless emails.

Its like a chatbot replies...!!!

What can I do???

I just asked, as reply, the first apointment to be done!!!!

In addition, I would like to tell that is the worst experience in support I every had (mostbet) . The live chat doesn't help and they ask only for email so as the problem solve. And even when I sent email, they reply with a lot delay, and the don't give right answer.

I understand this must be frustrating for you. Before we contact the casino, could you please specify how much your withdrawable balance in the casino is to your knowledge?

Good afternoon,

The amount I have is about 770. I can withdraw the whole amount. The casino has too bad customer support. I try too many days solve the problem. And they always postpone the video call. And they send answer in my emails after too long time

Hi good afternoon,

I just would like to inform you that I send an email to arange a new apointment for a video call and I havent received any answer yet. The email was send on friday 25.10.(I sent two emails to be sure that I will receive an answer ).

I wonder, If the whole experience is not the worst customer service, then what it is?

Thank you very much, Johny88, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.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.  

Hi Johny88,

I've just reviewed your case and am sorry to hear about your struggles with verification. I will try to help you by contacting the casino and we'll see what can be done when they reply.

Dear MostBet Casino, I'd like to invite you to join this conversation and participate in resolving the player's complaint. Could you please share more information regarding the case? Please, specify why the player didn't receive a confirmation about the verification call on 31/10, which he agreed on? Instead, he received an email with new dates. What is the reason for the new scheduling and delaying the whole process? Please, specify if the documents provided by the player were already verified.

I'm looking forward to hearing from you. If you have any supporting evidence, please, send it to my email natalia.b@casino.guru

Kind regards,

Natalia

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello, Dear Johny88 and Casino Guru!

We are sorry to hear that you have a negative impression. We understand that it is unpleasant to learn that your account has been frozen.

Your game account was frozen on 02.10.2024. Our specialists respond to inquiries on a first-come, first-served basis and always try to respond as quickly as possible. Account verification is carried out at all bookmaker's offices. This is one of the security measures for customer accounts. Verification can take 60 days and in rare cases even longer. We do our best. Account verification consists of a series of actions, each of which takes a certain amount of time.

Right now we see that you have been scheduled for a Skype video call on 17.11.2024. Our specialists will contact you at the scheduled time. 

Have a nice day!

Sincerely, Mostbet.

Dear johny88, please update us about your upcoming Skype video call on November 17, 2024. Let us know as soon as the call is complete. I hope it will speed up the verification process.

First of all, let me say that I was connected to skype 2 hours before the appointment and stayed for some time afterwards. I didn't receive a call. I sent them an email because noone contact with me, and I haven't received a reply yet! Also, i chated with live support and they only help they provided me, it was to tell me wait a reply in email!!! I can't continue to be treated by this company in this way! I want a solution to this problem !! And i want this as faster they can!!

45days passed with frozen account, lets see how more will be needed...

it is obvious that they are making fun of me!!

this was they email i received in 09.11.24 asking me to have my docs, which i did but noone ever called in skype

Thank you for the updates, Johny88.

Dear MostBet Casino, I would like an explanation as to why the player was not contacted on the scheduled date and time. This marks the second occasion when a video call has been arranged but not conducted. I expect a prompt resolution to this issue.

I would like to let you know mostbet arranged me a new apointment on 20.11

Let's see if anyone wii make the call

Good afternoon,

As you can guess noone called me for third time. I sent and email and they repplied with a message saying that the videocall will not be rescheduled and that an administrator of them will make the decision for my account !!!???

I sent you photo of the email.

Now i am waiting for the decision...

Good evening,

After so many efforts, mostbet unfrozen my account and I withdraw the money. Thanks a lot for the help. Hope this fact inform everyone who wants to bet with this company about their methods.

Hello, Dear Johny88!

We have received information that your game account was unfrozen on 21.11.2024 as a result of verification. Thank you for the confirmation of the resolution of the complaint.

Have a nice day!

Sincerely, Mostbet.

Thank you for the great news, Johny88. We're glad to hear that your issue has finally 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, 

Natalia

Casino.Guru