The player from Germany faced issues with account verification as the casino refused to accept the proof of deposit made via Exodus Crypto Wallet, requiring a screenshot that included his name, which was not possible with anonymous transactions. The player believed the casino lacked understanding of how crypto transactions functioned. After providing the necessary transaction information, the player's documents were accepted, and he was invited to complete a video verification call. Ultimately, the player decided not to continue with the verification process and requested the complaint to be rejected, which was done by the Complaints Team.
MostBet Casino - Player’s account verification is delayed.
Amount: €29
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Case closed
Our verdict
Other
REJECTED
Case summary
2 months ago
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3 months ago
Translation
The casino refuses to process the verification of my account.
Specifically, they constantly reject the proof of my deposit.
I made a deposit via Exodus Crypto Wallet. The casino requires a screenshot of the transaction where my name is visible. As transactions with Exodus are anonymous, there is no page where my name appears. Nevertheless, the casino insists and keeps repeating the following message:
"You must provide a screenshot of the replenishment of your gaming account. You must also provide a screenshot of your electronic account details that shows, among other things, your account number and your name in your payment system."
It seems to me that the casino does not understand how crypto transactions work.
Please assist me in communicating with the casino.
Thank you very much.
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3 months ago
Dear ShakhtarD,
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.
Have you provided the casino with the screenshot of your transaction from your wallet? Are you able to provide the casino with some personal information that would confirm that the wallet belongs to you?
If your wallet is anonymous, would it be possible to send the casino a payment receipt from the payment method you used to send the money to your crypto wallet?
Have you tried contacting live chat to ask how your verification could be completed?
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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3 months ago
Translation
Thank you for the first feedback.
I provided the casino with a screenshot of the transaction
Unfortunately, there is no personal data in the app, so I cannot prove that the wallet belongs to me.
I have now written to the casino and asked if proof of topping up the crypto wallet with my credit card would be sufficient.
Live chat cannot assist in this matter and insists that communication with the verification team must be via email only.
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3 months ago
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As expected, my suggestion (proof of topping up the crypto wallet with my credit card) was not addressed further.
Instead, I received a standard answer again, without any real solution to the situation:
"To set a date and time for a video conference, you must specify:
1. Photo and selfie with the bank card you used to top up your game account. (If you topped up the balance through an agent, virtual wallet or card, provide a screenshot of your details and a transaction receipt for topping up your game account.)
Mostbet"
It seems to me that the casino does not even respond to my message to take into account that I deposited via crypto wallet, where there is no personal data.
I also wonder if I am really the first person to deposit via Crypto Wallet...
Request for assistance in this matter.
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3 months ago
Thank you very much, ShakhtarD, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@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.
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3 months ago
Dear ShakhtarD,
My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.
Now, I would like to invite MostBet Casino representative to join this conversation.
Dear MostBet Casino, could you please provide more information about this case?
Looking forward to your reply.
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3 months ago
Hello, Dear ShakhtarD!
Thank you for making us aware of the situation. We are always looking to improve our players' experience and sort things out.
We believe there was a misunderstanding. We have clarified the information, you need to provide full details (transaction ID). Unfortunately, your screenshot shows only a part of the transaction ID, so our specialists cannot accept this data. Please provide the necessary data for verification.
Have a nice day!
Best regards, Mostbet.
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3 months ago
Dear MostBet Casino,
thanks for your reply.
Dear ShakhtarD,
could you, please, provide the required information to the MostBet Casino? Please let us know about any new development.
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3 months ago
Translation
I have now sent the casino the requested information and am waiting for a response.
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3 months ago
Dear ShakhtarD,
thanks for your message.
Dear MostBet Casino,
have you received everything you needed, please? Would you be able now to process the withdrawal?
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2 months ago
Hello, Dear ShakhtarD!
Thank you for providing the data. Your documents have been successfully accepted. A letter has been sent to your contact e-mail with an offer of a convenient date for the video call. Please reply to the email and choose a convenient time for the video call. Please note that without video verification your game account will remain blocked.
Have a nice day!
Best regards, Mostbet.
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2 months ago
Translation
Hello,
I can confirm that the verification step has been completed and I have received a corresponding email. Now I can complete the next step with the video call.
I therefore consider the problem solved and thank everyone for their support.
Best regards
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2 months ago
Dear ShakhtarD,
thank you for your updates. I am pleased to see that progress is being made. If you have no objections, I would prefer to keep this complaint open until the verification process has been completed, specifically after the successful conclusion of your verification call. Would you be able to notify us once you pass this last step, please?
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2 months ago
Dear ShakhtarD,
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.
