MostBet Casino - Player’s struggling to complete the account verification.

Good day,

I have a problem with a MOSTBET bet.

I sent money to the game account (500 CZK), everything went well until I started winning, I got to 7,500 CZK and I ended up, my account was frozen out of nowhere.

So I started writing in support, where a certain Mrs. Jana was not able to tell me the reason and that she had to turn to the manager.

After a few days, it turned out that verification was needed, so I sent the required documents.

After another few days, I was told that there must be a skype call for which the pna manager will have up to 8 days (strange, but be it).

After 8 days, of course, no call took place on the agreed date.

Surprisingly, they called me the next day and the call went well and they said they would send me the decision that day.

Of course, nothing came to me and since then no reaction or support, email, nowhere.

I also tried to write whats app, what I found a number on the internet, but they told me there that I had to contact support, which does not answer me.

So I really don't know what to do with it.

Thank you very much for your help!

Dear David,

Thank you very much for submitting your complaint and forwarding all the relevant communication and screenshots. I’m sorry to hear about your problem. As you might know, our Forum Casino.Guru, deals with the complaints regarding online casinos only, not sports betting. However, since this issue seems to be related purely to account verification, we will try to help you.

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 licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise how many days ago the Skype call took place?

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 Mrs. Petronelo,

Thanks for your reaction.

The Skype call took place 6 days ago.

Since then, no reaction, and most importantly since then, I don't even get to live chat and they don't respond to messages anywhere at all. (Email, whatsapp, telegram, support, just nothing).

I think it's clear that he just cheated on me and they will leave my account blocked and no one will contact me.

Unfortunately, I'm not the first or last person they've avoided like this.

You should make it clear that this bet is fraudulent !!!

Thank you.

Thank you very much, David, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank you, so hopefully you can find out something.

Hello David.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Greetings Jozef,

ok, thank you very much for your help.

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’.

So you can't help me, that's amazing, thanks a lot!

You are the same crooks as them, no help, just empty bullshit.

So thanks for not helping, you are a completely useless company when you are unable to help.

So I lost CZK 7,500 because of you, thank you very much, you are the same thieves and fraudsters.

Dear David.

Please, be aware that you have chosen to play with a badly reviewed operator on our site, and we do not recommend anyone playing there (you can check the review). I am very sorry to hear that you lost it, but we are not to be blamed or considered fraudsters.

Unfortunately, we’re not able to proceed with a further investigation because the casino team is unresponsive. Another option is to file an official complaint at the licensing authority of the casino. I will gladly help you with it. This complaint will still affect their reputation on our website. Let me know if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

Hello, Dear David and Casino Guru!

We are always looking to improve our clients experience and are grateful for the opportunity to come to a satisfactory conclusion. We checked the information and would like to inform you that the player's account is in the status of "active". We hope that our response will satisfy the complaint. 

Have a nice day!

Best regards, Mostbet.

Dear David,

may I kindly ask you to react?

Dear David,

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.

Even if we have assumed that the issue has been resolved, without a confirmation from the player, we were forced to reject this complaint.