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

Hello Casinoguru

My name is Hardikkumar H********* B**** from india.I have been playing in mostbet casino for some time but after few days suddenly casino temporarily frozen my account. I asked support, they asked me to send documents, I sent all the documents they asked for, and then I asked them to do video verification, I also passed it, but I have not received any reply that my account has not been unfreezed, So my request to casinoguru is to unfreeze my account on mostbet and return my money to me from mostbet.

Dear hardikbhatt111222,

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

Have you been advised what specifically seems to be a problem in verifying your account? How many days ago you have requested a withdrawal and apply for account verification?

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 Casinoguru

I have send all the documents on 2&3 jun ,2023 and I have passed skype video verification on 7 jun,2023

Thank you, hardikbhatt111222, for your reply. Could you please advise which games you’ve been playing (live casino games, slots, or sports betting)? Were your winnings accumulated with or without an active bonus, please?

Hello Petronela,

I mostly play live casino games, but this 20000 is my deposit amount so there is no bonus in it , so I haven't played anything yet with this amount .

Thank you very much, hardikbhatt111222, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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.

Hello Casinoguru,

They Replied to me yesterday as follows:

"Good day, dear player!

We have finished inspecting your account.

Your account has been blocked without the possibility of recovery (Paragraph 2.10).

The Betting Company reserves the right to delete the Client's account, if it is determined that:

- the Client at the time of betting had information about the result (outcome) of the event;

- the Client was able to influence the outcome of the event, being a direct participant of the match (athletes, referees, coaches, etc.) or an individual acting on their behalf and in any other way;

- the bets are placed by the Client who is in violation of the prohibitions established in Paragraph 2.6. of these Rules;

- the bets are placed by a group of Clients acting in concert (syndicate) and/or by a Client acting in concert with other Clients and/or third parties, including for the purpose of circumventing the restrictions established by the Betting Company (any contractual arrangements are prohibited);

- the Client has multiple accounts (multiple registration);

- the Client, according to the Betting Company's opinion, used software or technical equipment to automate the betting process, and/or used software that affects and/or is able to effect the betting process;

- the Client used any fraudulent methods of obtaining information or avoiding the limits and restrictions set by the Betting Company, as well as any external factors that, in the opinion of the Betting Company, may be deemed fraudulent and/or provide an unfair advantage;

- the Client engages in Arbitrate betting;

- the Client has used multi sessions (multiple simultaneous sessions from a single Account);

- the Client is abusing loyalty programs and/or bonus programs;

- the Client has requested chargeback (in accordance with the International Payment Systems rules) or otherwise denies making a deposit and/or paying for the Services of the Betting Company and/or placing bets;

- the Client performs other actions that the Betting Company may deem fraudulent and/or in violation of these Rules.

Mostbet "

They blocked my account,What about the amount of 20000 rupees that I have deposited ? I haven't played anything with that money yet and also I have not used any bonus and have not cheated with the company,and i sent all the documents they wanted and also passed the video conference,so my humble request to casinoguru please refund me my money from mostbet please.

Hello, hardikbhatt111222,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite MostBet Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear MostBet Casino team,

Could you please provide us with an explanation of the player's situation in more detail? Do I understand correctly that the casino confiscated the complainant's unused deposit? What steps should the player take to unblock the account and/or get a refund of his unused deposit?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Hello, Dear Branislav!

Thank you for your feedback. It is very important for us to bring clarity to this situation. We sent email at branislav.b@casino.guru with all the information and explanations about this situation. We hope that the complaint will be resolved. 

Have a nice day!

Best regards, Mostbet.

I think it will not be possible, hardikbhatt111222. But it depends on the casino. In addition, we have not been provided with sufficient data supporting the casino's claims and decision yet.

As for the complaint itself, there is still ongoing communication between me and the casino representative outside of the thread, and we are working on gathering all the necessary details.

In the meantime, could you please provide me with confirmation about your successful verification? How were you informed that your account was completely verified? How do you know that you passed the verification video call? Did the casino inform you about the outcome of the video call? If yes, can you send it to me?

Feel free to use the email mentioned in my previous post.

Hello Casinoguru,

I passed the video verification, on 7th June,2023,and I was told on the video call itself that your verification has been completed and within 3 to 4 days the verification email come, will this was told to me in a video call,this was told to me in a video call so I have no record of it,then after no email came for several days so I contacted you,so please i request you refund my unused amount of 20000 from Mostbet.

Alright, hardikbhatt111222. Thank you for the additional information.

However, I am sorry, but it is not clear from the provided screenshot that the verification video call was even made. There is no information about such a video call at all. How can the provided screenshot show that there was a video call, please? Is there a chance you recorded the verification video call? How did they contact you?

In addition, the casino informed me that players are informed about the outcome of their verification via email. Did you receive any other email from the casino apart from the one about your account closure?

It basically seems like the KYC process and account inspection was not successful for some reason.

Could you please also provide me with the information on what device(es) and internet connection did you use for accessing the casino website?

Hello Casinoguru,

As shown in Previous Screenshot, he messaged me at the perfect time of i selected for video verification and then immediately called me,And I don't have any recording of that ,And I use my mobile phone to use mostbet casino from Jio network.I also request you to refund my unused money 20000RS from Mostbet casino please.

Hello, Dear hardikbhatt111222 and Casinoguru!

From our side, if a customer successfully passes the video verification, he receives a letter of successful account verification to the contact email or other communication channel. If the letter was not received, it means that the account inspection was not successful. From our side, the verification system works without errors. We hope that the complaint will be resolved. 

Have a nice day!

Best regards, Mostbet.

Hello Casinoguru and Mostbetcasino,

What about my unused 20000Rs ?

Please return that amount to me and resolve the case.

Dear hardikbhatt111222,

I am sorry for the delay.

Can you confirm that you deposited something around $20 to the casino and that the rest of the disputed amount represents winnings from bonus(es)?

How many deposits did you make in the casino and in what amounts?

What bonuses did you use in your account?

Could you please explain how is it possible that another account used the same IP/device to access the casino website as you?

Hello Casinoguru,

I did a deposit of ₹20000 and this is total my deposit amount not a $20 and I don't use any type of bonus and my deposit is not used yet, and i have only one account on Mostbet casino.

Dear hardikbhatt111222,

Thank you for the additional confirmation.

To be honest, we are somehow stuck in a conversation with the casino, and now I am waiting for further details regarding the case. However, a few more questions arose.

If the verification video call was made, according to your screenshot of the Skype conversation between you and the casino, it looks like you made a screenshot before the call took place. Otherwise, the information about a video call made would be there too. It does not make sense that you made the screenshot before the call was made and you wanted to prove that the video call was made by such a screenshot. In addition, if you made it after, the video call would have been there.

So how did it actually go? Since the information about the video call has to be in the Skype chat - can you please send me a new screenshot where the call made is clearly visible?

I see you use Gmail. Please, send me the email from the casino about your account closure as follows:

• Find the email, click the right mouse button on it to roll out the options, and choose "Forward as an attachment". I recommend using a PC and any of the most known internet browsers. It works for sure.

Feel free to use my email (branislav.b@casino.guru) and let me know once it is done.

Looking forward to hearing from you.

Hello Casinoguru,

I don't have any such screenshot. If you want, you can ask the mostbet whether the video call took place or not?And this ₹ 20000 deposited has not been used anywhere.I am not asking for any winning. I want my money back from the mostbet.

Hello Branislav and Casino Guru,

It's been more than 7 days. You didn't even reply. Please reply Please!

Dear hardikbhatt111222,

I am sorry for the delay. However, it at least gave both involved sides more time to provide me with the requested information that I have been asking for here for more than a month. Basically, more than 7 days also have passed since I asked you for 2 specific things, but you have not provided them in the required form at all.

Although we try to help players resolve their issues, their cooperation is necessary too. Therefore, to not stand for players only based on their claims, sometimes we need also the details from players. The evidence from you does not meet my special requirements, and it means that:

• The Skype video call did not even have to be made at all (the casino could also just claim that it was not made), but based on the information from the casino, it seems it indeed took place
• The email sent as a screenshot could mean it was edited

Anyway - if the video call was made, how is it possible you do not have such a screenshot, please?

This is what it looks like after a video call is made in a Skype conversation:

However, after all, we know for sure that regardless of the fact whether the video call was made or not (and it does not matter if your identity was verified or not in this case), and let's say the screenshot of your email is legit, the main issue is that your account did not pass the additional and complete verification/inspection for some reasons, which were explained by the casino, but not supported by the evidence sufficiently until now.

So, currently, we are still talking about only your claims against the casino's claims. However, since your account is blocked and the casino is the one who confiscated your funds and the only one who could support its claims with the relevant evidence, I would like to ask the casino representative to provide me with it as soon as possible.

Dear MostBet Casino team,

As was several times explained outside of the thread and requested directly here above, we would need evidence to substantiate the casino's claims and decision regarding the player's account.

I am sure you know what it means. This is exactly the right time to prove to us that we could build up a trustworthy and stronger relationship between the casino and casino.guru, and to start your full and active cooperation on participating in resolving this complaint.

Please, look at our conversation on Skype, especially my messages containing the specific types of data we need to review and consider the case completely on our side, and provide me with the requested.

Thank you for understanding. Looking forward to hearing from you.

Hello, Dear hardikbhatt111222 and Casino Guru!

We apologize for the misunderstandings and long consideration of this situation. For our part, we have come to a solution and would like to inform you that at the moment the game account of player hardikbhatt111222 is temporarily unblocked. The player can log in to the game account and create a request for withdrawal of 20,000INR.

Dear hardikbhatt111222, please login to your game account and create a withdrawal request as soon as possible. After that, please write here about it.

We hope our response will satisfy the complaint.

Have a nice day!

Best regards, Mostbet.

Thank you very much, Mostbet Casino team, for your reply and the positive update.

Dear hardikbhatt111222,

Can you please follow the casino representative's instructions above and inform us once it is done?

Looking forward to hearing from you.

Hello Casinoguru,

Thank you so much, after very long time I received my money back from Mostbet casino.

What great news!

Thank you, hardikbhatt111222, for confirmation and for using the Casino Guru complaint resolution centre. Although it took longer, I am very glad you have received your funds. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time.

Thank you too, MostBet Casino team, for your help and cooperation.

Best regards,

Branislav, Casino.guru