The player from Algeria had been unable to verify their mobile number for a week, which prevented them from making withdrawals. Despite reaching out via email and chat, the casino's customer support was unresponsive and did not provide the confirmation code or any explanations. The issue was eventually resolved as the player confirmed having withdrawn their winnings using a different country's phone number, even though the casino did not accept Algerian numbers. The complaint was marked as 'resolved' in the system, and the player was encouraged to reach out for future assistance if needed.
MostBet Casino - Player's account is restricted due to verification issues.
Amount: 3,200 руб
MostBet Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
Public
Public
2 months ago
I've been sending emails and contacting customer support via chat for a week, but they completely ignore me. The issue is that I can't verify my mobile number. They're not sending me the confirmation code or responding to explain the problem. Without verifying my mobile number, I can't make withdrawals from my account.
Public
Public
2 months ago
Dear mohtarifan16,
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.
- Have you made any successful withdrawals before?
- Could you please confirm that you have passed the KYC verification?
- Did you accumulate your winnings with or without an active bonus?
- Could you please share your communication with the casino regarding the verification of the phone number? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.
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,
Dominika
Public
Public
2 months ago
Hi .
I have already contacted them, no one is responding. I have used a trick, which is using a number from another country, and I have already withdrawn my money, but I do not recommend playing on this site because it does not accept an Algerian phone number.
Public
Public
2 months ago
Dear mohtarifan16, thank you for the information. Have you received the money, please?
Public
Public
2 months ago
Dear mohtarifan16,
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.
Public
Public
1 month ago
Dear mohtarifan16,
Based on the latest response from the player, we will now 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,
Dominika
Casino.Guru
