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

Hello,

I made account at Mostbet casino foe around 5-6 days ago, and deposited via usdt crypto method 150eur. When I wanted to place bet they asked for phone number verification but code didn't come to my phone number, I went to chat and they told me to wait 24h, from than past 72 or 96 hours but code never came. Today again i went to chat and was on chat for around 7 hours and their help was zero, after they said me to wait after few minutes just nee agent came to chat and ask same and I repeated whole day what is my problem issue, I also have screenshots if that conversation, I rhink that they changed agent on chat about 6-7-8 times. I also can withdraw money without phone code verification . So I decided to ask help here from you if you can help me to at least get my money back.

Dear Vladan,

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.

Do I understand correctly that verifying your phone number seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hello,

I fully understand that kyc is very important, i have no anything agaianst that. But mobile code just never arrived to my mobile phone, so for me is impossible to to verify. And that what makes me crazy is there behabiout on live support when I asked help, as I said after i explain them my problem they just said me to wait after 10-15' when I ask what is going on chat only come new agent and ask again hoe can help me, and whole day like that, they changed 7-8 agent in chat yesterday in conversation with me and every time I had to for the beginning ti explain what is problem and never get any reak answer from them about help.

I didn't send any other documents si far, csuse they didn't ask, I can send whatever they want, but I am afraid that cause of mobile phone verification would ne impossible to verify my account.

My phone number is correct, i checked that, but problem is their system and code do not arrive, and they don't wanna help to resolve problem.

What is going on here?

Thank you very much, Vladan, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of Mostbet Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy" we keep on trying.

Ok, but why you keep them such high rating on your forum, maybe it was one of reasons why i open account there, cause I like to check on your forum ratings etc.

Hello Vladan,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Mostbet Casino to join the conversation and participate in the resolution of this complaint.

Dear Mostbet Casino,

Could you please provide more information regarding the player's issue? Do you have any idea why phone verification is not working at the moment?

Thank you.

Kind regards,

Tomas

Hi, Dear Vladan🤝

Thank you for your feedback and the data provided. Please, indicate your gaming ID, so we can check your issue, since we couldn't find email shown in this case in our system.

Have a nice day!

Sincerely yours, Mostbet

Dear Mostbet Casino,

Could you please inform us if there are any developments with the phone verification issues?

Thank you.

Kind regards,

Tomas

Hello Dear Tomas!

Right now we cannot support Bosnian phone numbers for sending SMS, we kindly ask our client to change number to another one, list of supported countries' phone numbers is attached bellow.

Have a nice day!

Sincerely yours, Mostbet

I had to wait 1 month to answer on one simple question, why you didn't say that in first time when I was on live chat support?

@casino guru, we both know that this not casino even to close to 8+ on your site, I also read many other complaints and can't see any reason why give them such high rate.

So @mostbet, if I don't get code, I have no any chance to get my money back, right?

Dear Mostbet Casino,

Could you please advise how the player should get a phone number outside his country? Is there any other option how to verify the player's account in order to get the deposit refunded?

Thank you.

Kind regards,

Tomas

Dear Tomas,

When some of our clients from countries that we are not working is are facing similar problems, we advice them to link number from other countries, maybe our client have relatives or friends abroad. Sorry to say, bu we have not any other option of verification.

Have a nice day!

Sincerely yours, Mostbet

Dear Vladan,

We do not consider such recommendations, as usual, to use another person's phone number for verification, but if the casino can guarantee that you are safe to proceed, and if you have such options, you can try to do so.

Please let us know of your action.

Kind regards,

Tomas

Hello,

Yes I tried from their list, but as I already said they don't have real intention to help, they are scammers and that's the only true. In list of countries there is Bosnia, and they can tell me on live support chat cause I was there 10 times, never said, they knew from where am I.

But ok, I found friend from their list, cause see they have in list Romania in picture above, and guess what, there is no Romania in their list on site. So what that talk to you?

Dear Mostbet Casino,

After gathering all the information, we believe the player should get another option to verify his account. If the SMS verification doesn't work, even when the player tried with another person's phone number, as you recommended to him, it would be fair to verify the player by using some of the standard KYC methods.

Could you please advise if that is possible?

Thank you.

Kind regards,

Tomas

We would like to ask the Casino to reply to this complaint. 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’ which may negatively affect its rating.

Jmagine, here we have casino with 8.2 rating, that don't wanna pay 150€.

No words, but my fault to even deposit there. 🙁

Dear Vladan,

I have contacted Mostbet Casino repeatedly and tried to communicate our position in this case, but all our efforts were unsuccessful. We believe the casinos shouldn't let customers register and play if they can't verify them.

I will mark the complaint "unresolved" in our system. I understand this is not a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

In the meantime, I recommend that you contact the responsible gaming authority - Antillephone N.V. (Curacao), and submit a complaint to them (certria@gaminglicences.com and/or complaints@gaminglicences.com). Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if it is needed. Please note that it is a relatively passive licensing authority and you can wait weeks or months for an answer.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

In case you need any help, please get in touch with me at tomas.k@casino.guru.

Best regards,

Tomas

We’ve reopened this complaint at the request of Mostbet Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Hello from me again.

So what's the next step here?

Dear Vladan,

As I have been informed, soon we should see a reply here from the casino representative. I'm extending the timer again.

Kind regards,

Tomas

Hello, Dear Vladan and Tomas!

Sorry for long wait.

Vladan, the system does not allow you to bind a Romanian phone, because you have already registered from another country.

To link a Romanian number, you need to send it to support@mostbet.com. In the same letter, you must attach a photo of an identity document and a selfie with it, then we can link the phone number.

I also want to remind you that according to the rules of any betting company, you cannot deposit money and immediately withdraw it in order to prevent financial fraud.

Have a nice day!

Sincerely yours, Mostbet.

All this is one big joke for me.

For me this complaint is not resolved, you can closed it again, they will be rich now for my 150€. I wouldn't deposit and imediatelly make withdraw if I can use bookie, but due to fact that I can't use what other I can do.

I am not ready for this kind of joke really. For me this is not serious bookie, is scam bookie, and you can close this complaint, I won't be poor for 150eur.

@casino guru, many thanks for your help, you were great as always, I really appreciate your help and your time for every complaint that I made so far.

For this mostbet, I am ready for video call to verify my account, but not this some kind of jokes that they asked. Casino is not serious, that is more than obvious from their behaviour.

Best.

Dear Mostbet Casino,

We reopened this complaint as per your request, so we thought you would have some solution for the player, but can you please explain why you first recommended the player verify their account with someone's else phone number, and now you say that the system actually doesn't allow it?

Could you please confirm if the player needs to send this Romanian phone number via email, plus his own ID and a selfie with it? So you will be able to verify their account this way.

Please let us know.

Thank you.

Kind regards,

Tomas

We would like to ask the casino to reply to this complaint. 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’ which may negatively affect its rating.

Hello, dear all!

Vladan, we really want to help, and are ready to link your new number manually, but you need to follow the instructions we sent you earlier.

The system does not allow you to bind a Romanian phone, because you have already registered from another country.

To link a Romanian number, you need to send it to support@mostbet.com. In the same letter, you must attach a photo of an identity document and a selfie with it, then we can link the phone number.

I also want to remind you that according to the rules of any betting company, you cannot deposit money and immediately withdraw it in order to prevent financial fraud.

When you send a letter, please write here, and we will resolve your issue.

Have a nice day!

Sincerely yours, Mostbet.

Dear Vladan,

Even though we are not fully convinced of the way this issue might get resolved, could you please state if you are willing to give it one more chance and proceed to verification, as the casino's representative mentioned above?

Let us know. Thank you.

Kind regards,

Tomas

Dear Tomas!

Sometimes it happens that people inattentively read the conditions, it turns out such a situation. They are registered from a country where we do not operate, but we are always ready to help our clients.

We have already resolved such cases.

Best regards, Mostbet.

I would like,

But still do not understand what to send?

To write Romanian phone number in mail and to send ID and selfie?

And how you will verify number that is not mine on this way?

I sent that you asked,

What js next step?

Thank you, Vladan, for confirming that.

Dear Mostbet Casino,

Could you please update us once you verify the player's account?

Kind regards,

Tomas

Hello dear all!

Vladan, I have sent all the data to our technical department, and within 1-2 days a new number will be linked to your account. Thank you for the data provided!

Please write when the problem is solved.

Best regards, Mostbet.

Hello, dear all!

Vladan, we've linked a Romanian number to your account.

Please confirm that your request has been resolved.

Best regards, Mostbet.

Dear Mostbet Casino,

Thank you for the information.

Vladan, could you please confirm if the matter is now resolved?

Kind regards,

Tomas

Hello,

For now it works, but I still didn't try withdraw, when it wjll be also successful I will update you.

Dear Vladan,

Thank you for your confirmation. I will keep the complaint open until your withdrawal request, but please bear in mind that the main issue here has been resolved, and before withdrawing your funds, you need to turn over your deposit first. It means it can take you some time, and we cannot wait more than 14 days for this.

Anyway, I will now extend the timer for additional 7 days. Please let me know of any developments.

Kind regards,

Tomas

Hello, dear all!

I would like to remind you once again that according to the rules of any BC, you cannot deposit money and immediately withdraw it in order to prevent financial fraud.

Best regards, Mostbet.

Hello,

This guys do not deserve this big rate here.

I tried to test withdraw only ti see if works, they should to send code to confirm, and again, same as when I wanted to link my number, any code never arrive to confirm withdraw.

From al story here, it is just obvious that they are nothing more than scammers, a lot of proofs only on this thread that they are not honest guys.

Hello, dear Vladan!

I saw that your withdrawal was rejected. As soon as I receive information, I will immediately return to you with it.

And yet I want to note that we did not let you doubt our honesty. And I hope that after solving this issue, your opinion will change.

Best regards, Mostbet.

Hello,

Not rejected, I had to rejected that, cause I didn't get any code on mobile to confirm withdrawal and without code was impossible ti finish withdrawal.

Dear Mostbet Casino,

If SMS codes don't work for the player, what solution is then available here? Isn't there an option for you to withdraw the player's funds manually?

Thank you.

Kind regards,

Tomas

Hello, dear all!

Vladan, I passed the information to our technical department. As soon as I receive information, I will immediately return to you with it.

Tomas, We want to help the player and will find a solution as soon as possible!

Best regards, Mostbet.

Hello, dear Vladan!

It's working. Try to withdraw funds now!

Best regards, Mostbet.

Dear Vladan,

Can you please confirm if SMS verification is now working indeed? Thank you.

Kind regards,

Tomas

Hello,

Test withdrawal from yesterday was successful after complaint here. I also hope si that all the next one will be ok, and that I won't need everytime come here to make complaint 🙂

Thank you casino guru and thank you mostbet represent, even not all was ideal here at the ende you helped me.

Untill the next withdrawal 🙂

Dear Vladan,

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,

Tomas