MostBet Casino - Player's account locked for 2 months.

Dear alisadiqbey,

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. 

• Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? 
• Which games you’ve been playing (live casino games, slots, or sports betting)? 
• Were your winnings accumulated with or without an active bonus, please?
• If there’s any relevant communication, please forward it to petronela.k@casino.guru. 

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,

Petronela

Hello. Thank you for your attention. I created my account 2 years ago.I sended all document they wants and also I completed Video ID verification via skype. But there is no answer. They are just saying " wait for review". It is been more than 60 days.

I play all type of games casino sport and etc.(At last deposit, I didnt play any game or bet, after deposit to my account, they directly blocked my account)

I never used any bonus for beting or withdrawing.

Hi alisadiqbey,

• Is there any relevant communication between you and the casino that you could forward to petronela.k@casino.guru?

Also, please note that if the matter becomes solely related to sports betting, we regret to inform you that we won't be able to assist you as we do not have a department handling such issues.

Thank you.

No there is no only sports betting, there is both of them. Casino dont reply me about any avarage time. They only say that: please wait.

Hi alisadiqbey,

I have checked the general terms and conditions and this is what I found (here):

2. GENERAL PROVISIONS

9. The Betting Company reserves the right, at its sole discretion, to request the Client's ID and other details required to verify the identity of the Client, as well as to suspend any payments until the verification is complete. The verification period of the documents and other details is determined by the Betting Company, and normally takes up to 60 days, but it can be more or less depending on the complexity of the case. If the Betting Company concludes that the obtained information is not accurate, then the Betting Company is entitled to cancel all bets for an indefinite period and suspend all monetary settlements with the Client, as well as to request additional documents and details.

Unfortunately, there's little we can do to expedite the process. Every casino follows its own protocols for verifying player accounts. I kindly request your patience until this procedure concludes. As the verification process began on April 25th, I'll mark two months on the timer from that date and hope for an earlier resolution.

Please keep me informed about any further developments. Thank you so much for your patience and understanding.

It don’t began on 25 april, It began on 5 March 2024. It is been 63 days. please connect casino to here.

Thank you very much, alisadiqbey, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello there,

Thank you alisadiqbey for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask MostBet Casino for their help in resolving this complaint. We would like to know why is the player's account locked and what can we do to help resolve this issue.

Thank you!

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 alisadiqbey!

We are sorry to hear about your negative impression. We understand your desire to get an answer as soon as possible. 

Account verification is carried out by all betting companies. It is one of the security measures for customer accounts. Verification may take 60 days in our company, and in rare cases even longer. Account verification consists of a number of actions, each of which takes time.

Thank you for waiting! We have verified the information and are pleased to inform you that your game account was unfrozen on 20.05.2024, according to the verification results. Please check and confirm that the complaint is resolved. 

Have a nice day!

Best regards, Mostbet.

Dear alisadiqbey,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.