The player from Mexico had experienced a prolonged issue with account verification at Mostbet casino which had frozen his account and delayed the withdrawal of 47k. He had provided all the necessary documents and attended a Skype interview over 60 days ago but was still being told to wait. The Complaints Team had contacted the casino to clarify the situation and Mostbet Casino responded, stating that the player's account had been unfrozen. The player was asked to confirm whether the issue had been resolved, but no further response was received. Consequently, the complaint was rejected due to lack of response from the player.
MostBet Casino - Player's account verification and withdrawal is delayed.
Amount: Mex$47,000
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.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
11 months ago
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11 months ago
Translation
I started playing on Mostbet in August, won, and withdrew at the same time I was depositing without any issues. One day, I tried to withdraw, I had 47k in my account, and my account was completely frozen for verification purposes.
I sent all the documents and scheduled my Skype video call for September 6th. I carried it out without any issues and was told to wait for a response.
As of today, I keep sending emails since more than 60 days have passed since my interview. I am told to keep waiting and that my account is still under verification. I'm worried that they don't want to verify it due to the large amount I have to withdraw.
Automatic translation:
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11 months ago
Dear ROMEVA95,
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 takes KYC lightly and it might take a few working days to complete this thorough process, however, I believe that two months is more than enough time.
Could you please advise which documents you have already provided and when exactly you sent the last one? Have you provided all the required documents as soon as possible and in the correct format? Do I understand correctly that the casino didn't explain what caused this delay in completing the verification?
Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.
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,
Kristina
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11 months ago
Translation
Hello! No, they just told me that it was for verification. Yes, I sent all the documents since the last days of August and they scheduled an interview via Skype, I had one and since then I have not had a response. Only what I sent they always answer the same thing. I attach a photo 
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11 months ago
Thank you very much, ROMEVA95, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@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.
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11 months ago
Hello ROMEVA95,
I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter.
We would like to invite MostBet Casino to join the conversation.
Dear MostBet Casino,
Can you please provide more information on why is the player's verification still not finished?
If this information cannot be shared publicly, please send it to me at michal.k@casino.guru
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11 months ago
Hello, Dear ROMEVA95 and Casino Guru!
Thank you for waiting! Account verification is carried out in all betting companies as a measure to ensure the security of our clients' accounts.
Verification can take 60 days, and on rare occasions even longer. We're doing our very best. Account verification is a multi-stage process and takes time.
We have received a reply from the security department and would like to inform you that the player's account was unfrozen on 27.11.2023. Dear ROMEVA95, please confirm that the problem has been resolved.
Have a nice day!
Best regards, Mostbet.
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11 months ago
Dear ROMEVA95,
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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11 months ago
Dear ROMEVA95,
Can you please confirm if we can consider your complaint resolved or if you still require assistance with anything else?
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11 months ago
Dear ROMEVA95,
Although it seems as though this issue has been clarified, as we haven't had a further response from you to confirm this, or if you need any further assistance, we are, unfortunately, forced to reject this complaint. I would like to thank the casino team for their cooperation.
Don’t hesitate to contact us if you run into any issues with this or any other casino in the future and we will try our best to help.
Best regards,
Michal
Casino Guru
