The player from Germany faces issues with account verification as the casino refuses to accept the proof of deposit made via Exodus Crypto Wallet, requiring a screenshot that includes his name, which is not possible with anonymous transactions. The player believes the casino lacks understanding of how crypto transactions function.
MostBet Casino - Player’s account verification is delayed.
Amount: €29
MostBet Casino
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Case opened
Current status
Waiting for casino to reply
4d 19h 59m 25s
Case summary
2 days ago
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2 weeks 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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2 weeks 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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2 weeks 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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2 weeks 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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1 week 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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1 week 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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6 days 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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6 days 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 days ago
Translation
I have now sent the casino the requested information and am waiting for a response.
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2 days 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?
MostBet Casino has 4d 19h 59m 25s to reply
Katarina is currently out of office or on vacation. It is possible that they will not be able to respond to this complaint as quickly as they normally do. Thank you for understanding.
