MostBet Casino - Player's account was blocked.

Casino cheats. Verification was required upon winning. I submitted all the documents, after that I passed the identification by video call in Skype. And now they write to wait another 60 days. This is just bullying

Dear marink93,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with MostBet Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked?
• Did you receive any confirmation you successfully passed the Skype call verification?
• What games did you play to accumulate your balance in the casino? (slots, live games, multiplayer)
• Did you achieve your current balance with or without an active bonus? 

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,

Tomas

Hello.

I registered there relatively recently. I won with the help of playing slots the game sparkling, I played without using the bonus. I made a deposit in Creepie 60 UAH and I was lucky to get a field of 7k. And after trying to withdraw funds, they blocked the account. After passing the verification via Skype, I wrote to them myself, to which they replied to wait 60 days.

Hello, dear all!

Dear Tomas, thank you for the questions!

Dear marink93, we are sorry that you have such an opinion about our company.

Note that in accordance with clause 7.9, account verification may take 60 or more (in rare cases) days.

Checking an account is a whole range of different actions, the timing of which varies, and therefore the above time is laid.

Account verification exists in all BC without exception. If the check does not reveal any discrepancies, then the account is subject to unblocking.

Any potential player can familiarize himself with the rules before registration and already on the basis of this make a decision about what kind of game strategy to build. By registering in our BC, you agree to these rules.

Upon completion of the verification, you will receive a notification to your contact email address.

Let's hope for a positive decision!

Have a nice day!

Your Mostbet.

Hello MostBet Casino, yes, verification must be completed in all bookmakers, but not a single bookmaker passes it for 60 days, the maximum period for passing it is 7 days.

Dear marink93!

The verification period is specified in our rules, and by registering on our site, you agree to them.

We try to make it faster, but checking an account is a whole complex of actions and you need to put time into each one.

Upon completion of the verification, you will receive a notification to your contact email address.

We hope that the decision will be positive and you will return to the game!

Have a good day!

Your Mostbet.

Thanks to both parties for the reply.

Dear marink93,

I will now transfer your complaint to my colleague Natalia (natalia.b@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.  

Dear marink93,

From now on I'll be taking care of your complaint. I'm sorry you have to deal with this issue. I hope we'll be able to find out what's the matter.

Dear Mostbet Casino, thank you for your explanation. I understand that you may act in accordance with your terms, however, 60 days is really unusually long time for the verification procedure. In the terms, the only mention of this time sounds like the following: "The administration also reserves the right to block such an account (re-registered) for the duration of the proceedings period (up to 2 months). On the request of a client, an individual exception can be made by the Mostbet administration."

Could you please explain in more detail if you have any ground for making this process that long? Please, feel free to send any related evidence to my email natalia.b@casino.guru.

Best regards,

Natalia

Hello, dear all!

We are very grateful to people for choosing our company, and we try to always help them with their questions as quickly as possible.

Dear Natalia, we have rules that don't change. And the person before registration is obliged to read them.

When registering, a person puts a tick that he READ the rules and AGREES with them.

Among the rules there are p.p. 7.9 (7. RULES FOR ACCEPTING BETS AND SETTLING DISPUTES (PRE-TRIAL PROCEDURE)):

9. The bookmaker reserves the right to check the player's account within the period necessary to identify the circumstances of foul play, or eliminate suspicions of foul play. Usually, such a verification period is at least 60 days from the moment of suspicion of foul play, but can be changed by the decision of the Mostbet bookmaker in the direction of decreasing or increasing, depending on the complexity of the case.

Our department is trying to complete the verification as quickly as possible. Indeed, it often takes 1-2 days. But some cases take longer.

Dear marink93, I'm happy to inform you that your account verification is complete, you can make a withdrawal.

Please confirm that everything is ok.

Sorry for inconvenience! We are waiting for you to play and win with us again!

Have a nice day!

Sincerely yours, Mostbet.

Unfrozen account. I'm waiting for the conclusion. How will the complaint be resolved.

Withdrawal from 16.25 now 18.00 but there is nothing

Many thanks to you casino guru, and special thanks to Natalia .

You are great fellows. Thank you for being.

Hello, dear marink93!

Our financial department confirmed, that the money was credited at 18:06.

Please write to confirm that your withdrawal request was successful.

Have a nice day!

Sincerely yours, Mostbet.

Dear Mostbet Casino, thank you very much for your cooperation.

Dear marink93, can you please confirm if you already received your winnings? After you inform us about the positive outcome, the complaint will be closed as unresolved.

Best wishes,

Natalia

Hello, sorry for not posting. Yes, the money came that day at 18.10. Thank you casino guru, great help. The complaint can be closed resolved.

Dear marink93,

Thank you for the confirmation! I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Natalia