The player from Poland had created a new account and deposited funds after forgetting about an existing account. After being logged into the old account, he had faced difficulties accessing the new one where his recent deposit was made. The casino's chat had been unhelpful and had ceased to respond to his emails. The player had faced repeated issues with account verification, withdrawal cancellations, and was asked to deposit multiple times using different methods without success. The account had been incorrectly frozen several times due to a Mostbet technical support member linking their own email and phone to the player's account and attempting unauthorized withdrawals. After over three months and extensive communication, the player's withdrawals had been processed, but the account had remained frozen. Eventually, the technical issue was resolved, and the player confirmed that the situation was sorted, albeit expressing dissatisfaction with the prolonged resolution process. We had marked the complaint as 'resolved' in our system.
MostBet Casino - Player struggles to access newly registered account.
Amount: 8,000 zł
MostBet Casino
Safety Index:Very highCase closed
RESOLVED
Case summary
My problem is complicated. I have registered today by one click I have give my phone number and email and did screenshot. I never received any email or sms but when I registered it didn’t say I already have account (which I did) I deposit and played. Then I log out and when I log in again I go into account I did over 2 years ago and forgot about it. Now getting back account I deposit and played it’s difficult. However I have screenshot on my new indetificator and I deposit there via my ewallet which I also have proof of. Chat couldn’t help me, asked to send email I send they asked to remove from my 1st account my email and phone which I did and they stopped responding. I’m really worry I won’t be able to get back my account I registered today and I deposit. It wouldn’t be like that if they via register just told me I already have account. I feel it’s really unfair
Hello dziiizas,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with xxx Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your old account was ever verified? Did you use any bonuses there? Do I understand it correctly that you registered with the same method as with your old account? Did you use any bonuses on your new account? Is the current account still active? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
I have used my first profile over 2 years ago so I can’t remember how I registered there. I also can’t remember if I used bonus there. It wasn’t verified. I did use same email and same phone number, that’s why when I registered I never got any email or text msg. Then why I try to log in again it took me to the old account. I never got a msg that I’m already registered otherwise I would just log in on my old account and deposit there. I deposit on new account however they first give you to play with your own deposit so I did and I never touched bonuses yet (I played not long and then I coudnt log in anymore).
the first account I opened was "active" when I log into it however casino asked me to remove email and phone number from there so I did so I can’t log in anymore. I spoke to the casino yesterday last time they just stopped responding - but maybe they are working on the isssue and just didn’t inform me about it.
on the new account I did put my bday and full name into account I have identification and password they gave me thru registration and I got my deposit proof.
Hello, Dear dziiizas and Casino Guru!
dziiizas, thank you for telling us about the situation. We have checked the information and would like to inform you that your contact email and phone number are linked to one game account 138459087, which you registered on 24.11.2023. Your old account has been deleted at your request. Can you please tell us if you are currently experiencing difficulty logging into the new account? If the problem has been resolved, please confirm here.
Have a nice day!
Best regards, Mostbet.
No i can not log in as you have blocked it. I have send the same pics of my passport and id as I have send you already 20 times. I gave you my Skype which is my email and I’m waiting. Of course nobody responds and I’m not sure as you claim it can takes 60 days to resolve it after the Skype chat. So whole experience is just a nightmare. They keep asking me for the same pics I’m sending them 10 x and they keep asking for the same - two documents on one pic I have send my passport and my polish id already 10 times on the same pic.
they finally said i will receive a Skype call on 6th December, so over a week waiting now, and I still don’t think that’s the end of the process to unblock my account. I find whole situation very stressful. I have send numerous of my documents, proof of my deposit, I have played on over 100 casinos and I never had to verify via Skype.
Hello dziiizas,
It is a common method for verification to do a skype call. If you have already set a date with the casino, please let us know the outcome once it's done. Until then, the timer will be set on you.
Yes I got verification call on Skype 6th December. However from comments and reviews I know casino can take up to 60 days. Could you please set up time for reply for at least 14 days please. I would like to close this complain after I get access to my account
I got a call just few minutes ago, but I’m not sure, I wouldn’t understand the guy at all. Some questions was weird as well like how many accounts I have I answer I have one, as the second was deleted like I asked. But found it all really weird. The person I have spoken too couldn’t speak English, and I couldn’t understand his accent. So all very strange. He said they will send respond by email within 7 days.
Hello dziiizas,
Can you please advise if you did receive any feedback from the casino since the call occur?
No i did not. It’s been a week, but I didn’t get any email and I can’t log in to my account as still blocked
Dear MostBet Casino,
Can you please advise what is the current status of the player's verification?
Hello.
I had email them, and they respond that verification could take 60 days or more. So I’m not sure now because the guy on Skype said they will email me within 7 days. I’m really worried now this guy on Skype was some sort of scam, his English was ok I suppose but because of the accent I couldn’t understand most of the questions, and some were tricky - like he asked me how many account I have, because my first was already deleted I said I have one and I answer when I have open it, when he asked, but now im not sure if he asked about first account I had open which I forgot about. It’s all extremely stressful and not only lack of information from Mostbet casino but also Skype chat with someone who create those questions and I couldn’t understand him, the whole experience so far is extremely poor. I did show my face with my id on Skype chat, he could easily make a pic of it, I’m just really stressed about it. I do play on many casinos websites and I just admit verification process never been so long and so stressful.
Hello, Dear dziiizas!
We understand it's not nice to find out that your account has been frozen. However, account verification is carried out in all betting companies as a measure to ensure the security of our clients' accounts. Verification can take 60 days, and on rare occasions even longer. Our specialists always try to make a decision as soon as possible.
We have received information that your account has been unfrozen 14.12.2023 and now is in "active" status. Please confirm that the complaint has been resolved.
Best regards, Mostbet.
Unfortunately I still don’t have access to my account.
I don’t know it is because nobody from Mostbet emailed me yet. However I have registered by one click so I never did password. When I click on "forgot password" to set up new one, not my email and not my phone number is working. So please don’t close this subject as "solved" as unfortunately it’s not solved for me
Ok this is getting more weird everytime. So Mostbet here said that they finally unfrozen my account. Happy as ever I tired to log in and I can’t, because on both my email and my phone verification code isn’t coming. I’m asking for help chat, they ask to send email, I send email, email back to speak to the chat. I msg bot on telegram - and so far not was the most helpful. It said that with my account there is no my email or my phone. I checked if I send something wrong to the guy from technical support 3 weeks ago when they asked for those email and phone, and I did send it about 5 times everytime correct. At this point I think someone just stole 8k I got there and now they are playing. It’s just impossible to put inccorect and phone number and email.
unfortu nobody from Mostbet is able to answer any of my questions and nobody can put correct email and phone number to my account.
I would like Mostbet support here to answer my question, I wonder how it is possible to verify fully my account without putting my email there? How is it possible that support here asked to close this case, seeing my email on this website. I asked for help by email but they told me to go on chat, chat ask me to email and it’s a circle, I asked for help on telegram, guy asked me how I made deposit - on this telegram I have send him about 10 times before how I send my deposit, I aslo on the same telegram chat give him my phone number and email and id and he said it’s all correct now. Today he asked again how I made deposit so I answer and then no reply for all day.
could support here withdrawal 8k I have on this account to same wallet I had made deposit and I don’t need to log in anymore as at this point I think it’s impossible to get any help from Mostbet support.
Dear MostBet Casino,
As you did claim that the player's account is unfrozen, can you please advise what might be the problem with the player's login? How could he fix it to get into the account?
From my side I gave up 🙁 nobody respond to me from Mostbet, and if they ask for id (I counted, in emails, telegram, on chat I have send them my id 127 times) it’s a circle. They ask questions nothing to do with fact that they verify someone’s account on my details, because my account doesn’t have my email or phone number in. Nobody cares I can’t log in and I have asked numerous times to withdraw money from account I don’t have access to the same wallet I deposit and they just stopped responded everywhere.
I got a little update - they have blocked me on telegram support 🙂 the same were I have send my email and my phone number to put into my account, and they said they did it, after that I had verification on Skype on this account. (I have screenshots of it).
I would kindly ask Mostbet support here to withdraw money from my account - on the same wallet I have deposit. I don’t think I need access to this account anymore after all of this. I just want to get back my money.
Now bot (I can only speak to bot because nobody else from Mostbet msg me back) told me my account is frozen. Not sure why, because I did full verification with Skype chat and I have send them numerous times same documents they have asked for. There is still no msg from Mostbet and nothing to try to solve it. I have also previously asked telegram support to withdraw my money back, however they said it will take 1-3 days, after 5th day I asked what’s going on, and they never responded and deleted all the msg we had on telegram.
Hello, I wanted to check their licence and when I click https://validator.antillephone.com/validate?domain=casinowebsite.com&seal_id=cf98db6c7173 it shows that their licence is invalid. Guru casino, I have always used your website to register to the casinos and put a lot of trust in your rating. Casino doesn’t have a licence and you put it as very high safety. They have stolen 8000 pln from myself, and o can’t even complaint to the authorities because they don’t hold licence. Please change Mostbet safety on the website and change the fact that Mostbet has invalid licence so other players know to not use this fraud website.
Hello, Dear dziiizas and Casino Guru!
Thank you for waiting! Be assured, for our part we are doing everything we can to help you solve the problem. The activity in your game account seemed suspicious, so your account had been frozen for additional verification. Now your game account is active. Can you please tell us, if you are having problems logging in to your game account now?
Best regards, Mostbet.
Of course I can not log in to my account. It ask me for verification code and it doesn’t come on my phone and it doesn’t come on my email. So it’s exactly same problem as it was 5 weeks ago. I mean you know it, because I keep saying the same thing over and over again. And nobody is trying to fix problem. For 5 weeks Mostbet can’t add correct email to my account, and they move circles. (I bet someone gonna ask me for id pics)
mostbet still do not reply to my emails and stole 8000pln from my account.
again I kindly ask Mostbet support here to immediately withdraw money from my account to my e wallet (same wallet I used to deposit)
My account 138459087 is fully verified by Skype phone and all possible documents. I put all information correct. Most bet contacted me on telegram where I again give them information that I can’t log in because not my email and not phone is with my account. I have also email data change asking for help, they msg once asking why I have explained Mostbet out wrong details to my account and since then they never replied.
here talking to support I mean, the guy just msg me asking if I can log in, so he never look at my profile because clearly email is still not correct as verification code never come to neither my phone or my email. So what’s the point? It’s just doing circle pretending he is doing something.
I have send screenshot with my registration and with chat on telegram after I couldn’t log in, (telegram chat was 4 weeks ago) they claimed they put my email to mt profile which is a lie because I can’t log in.
Update. Data change have emailed me (with same question they already emailed week ago) so I answer again and I hope this time they will change my email so far few days and no update on that)
Hello dziiizas,
Please keep in mind that the casino staff may be short due the holidays. Please let us know within a week if there's been any update.
Unfortunately my wishes that Mostbet will do it are failed. I just receive msg from data change that my account is frozen and I have to go thru verification (I just did verification) and I waited to do it 4 weeks. I also don’t think id Mostbet (where verification happens) gonna msg me back as I email them and for 2 weeks they stopped msg me.
please could you do anything. Even here support said I got thru verification successfully. All I want is to get back my 8000 pln which is on my account I kindly ask then million times to just withdraw it (after my verification) they completely ignoring me.
Mostbet id (the one I should email to ask again for verification) doesn’t reply to me for about 3 weeks now. I send another email that datachange (the one who suppose to change my email and phone number because Mostbet put it wrongly and that’s why I can’t log in to my account) asked me to verify again, but they ignore me.
I also can’t understand how they verify me fully with chat on Skype, and then block me again (twice) because I couldn’t log in to my account, it says it will send me email or sms and I never got it - bit told me on my account my details are wrong (email and phone number) I send before screenshots that I gave them correctly to Mostbet technical support on telegram. They got my password to the account - they asked for it, and then like I said before they deleted all conversation and also ignored me. Nobody from Mostbet reply to me, nobody answer any of my question and nobody is fancy to give me back my money (I left there 8000 pln) I can only say it is a scam website. I register there from guru casino link, as I trust you guys, so this is extremely dissapointing.
Dear MostBet Casino,
Can you please clarify the current situation with the player's account and verification?
update - I msg to all emails possible, nobody msg me back. Even though I been already successful verificated, nobody responds to me. Nobody answer my questions why me account is frozen again and again when I can’t log in there, nobody answer: I think they just don’t want to pay me my 8000pln. Absolutely scam. Avoid people whoever reads this.
Hello, Dear dziiizas and Casino Guru!
Dear dziiizas, we understand that you are frustrated by the long wait. Such situations are not the norm for our company. We have forwarded all relevant information about your case to the security department and received a response that your account has been frozen for security purposes due to suspicious account activity and suspected account hacking. Our security department is investigating your case. This is a non-standard situation, unfortunately, its consideration takes time. For our part, our specialists are doing their best to help you. We will contact you as soon as we receive a response from the security department. Thank you for your patience!
Best regards, Mostbet.
Well all you had to do, is put correct email and phone number to my account. As soon as you would do it, then nobody could hacked to my account.
person who spoke to me on telegram - just check who it was, he suppose to put my email and phone number, he did not do that correctly.
who will give me back my 8000 pln and when?
Dear MostBet Casino,
Would it be possible to provide at least any news regarding the investigation whether here or to nikolas.b@casino.guru?
I actually got some msg in Russian from Mostbet and when I click I was able to make new password. 8k still there. So I’m gonna try to withdrawal.
please Don’t close until withdrawal. I can see someone from Mostbet (the person I spoke on telegram more likely) tried to withdrawal money few times to theirs wallets, Mostbet thankfully declined it. I hope they will catch a person who did it to me. It’s absurd that their support (technical support) is able to do those things.
also I still didn’t got any respond from Mostbet support I was writting too. If not this subject on guru I don’t think I could solve it
meanwhile I have asked for withdrawal they have declined and didn’t msg why. I have asked support they said they will ask, didn’t get respond.
Ok, so because my withdrawal was just declined and nobody msg me, I asked bot, bot asked to withdrawn same method (I wished I could but somehow eth was removed from this option - and I have deposit by eth) so I was forced to deposit again, I did via Bitcoin over hour ago and it’s not appeared on my account, now when I log in website become white and I can’t do anything. I tried to log in on two smartphones, and 3 different laptops, on all of them website become white. So yes I can log in to my account, I was force to deposit again to cash out 8k I have on account, and again it obviously couldn’t go smooth. No my deposit even though it was send long time ago and I can’t even log in to withdraw because website is white as soon as I log in.
Ok I deposit twice (none of them where added) all withdrawals were decline and now they frozen my account again. F
rst deposit go thru longtime ago, second still processing.
And this is how website looks when I log in. (Before any questions I log in from 3 different laptops and two different phones) on all website turns white.
O
casionally it let me be on website for a minute or
two. Just to see that none of my deposit were added and all my withdraws were declined 
just to be sure - I have asked my friend to register and make new account so he did, and everything was working perfect. It’s only when I log in then the website turns white (I have log in from my friend laptop as well)
Ok I got a new one. Now my account is frozen. It’s because someone from Mostbet who spoke to me on telegram put his email and his phone number to log in to my account and have tried to transfer money to his wallet. I was writting about it to support million times but they have ignored me. Here the guy unblock my account and put correct email and phone so I can log in. My withdrawal are still cancelled, and support told me to pay different way, I did that pay by Bitcoin and try to withdrawal still cancelled, pay via Apple Pay by my card. All my withdrawal are declined and financial support doesn’t know why. However I figured out my account is frozen, the only way to unfrozen it is to write to id@mostbet.com I have written to them 15/12/2023 and they still didn’t reply, it’s over a month. I can’t do anything since they don’t reply. So I think Mostbet just want to ignore me, and then maybe I will let it go. I also still don’t know if the person who work for them and who stole my account and tried to steal my money is still working for Mostbet.
here my email to id@mostbet.com they didn’t reply to me for over a month.
Hello, Dear dziiizas!
Thank you for waiting! Be assured, for our part we are doing everything we can to help you solve the problem. We have received information that your account has been unfrozen 16.01.2024 and now is in "active" status. Can you please tell us, if you are having problems logging in to your game account now?
Best regards, Mostbet.
I do not have problems with log in. But I think it’s time to make some decisions and invite people to Mostbet who are good at their job. I also received and email from id@mostbet.com even though I did email them numerous times with explanation they emailed me that my account is unblocked and I can play and have fun. This is the msg I got everytime I try to do anything. It’s says in polish that my account is frozen. I have also deposit 3 times more to try to cash out, my all withdrawals are cancelled and all I get from financial departament is "u should try other way" meaning I should deposit 4rd time different way. I’m in shock!!!! I also hope you found a person who took my account, the one from your technical support who suppose to put my email and phone number to the account and he put his own and tried to cash out on his wallets. I have emailed you long time ago what have happens and that he stole my account and Mostbet have never replied to me. Instead you said there was "hacking" here on guru casino. When a person who suppose to be trusted works for you and steal it’s not hacking: it’s stealing. Till today I have never get a replay, never nobody apologised me and obviously nobody assured me you have found and Kick out the person. I have also numerous times asked for details, because he did try to steal from me, and I would like to inform police about this situation. 
Also all my withdrawals are being cancelled and all support is saying is to deposit with something else and try once again.
firstable I have deposit 3 times different way, nothing is working.
second, all my withdrawals are being cancelled, and I can’t play with the money I have deposited because I get msg that my account is frozen and to contact support when I contact support people are saying my account is not frozen when I show them msg they ask me to email id Mostbet when I email id Mostbet they ignore me.
I’m really board of it and my patience is limited at this point. Please just maybe find someone who could do their job and ask them to contact me.
Update. They did manage to pay me, took about 100 attempts but made it.
however my account is still frozen. Everytime I try to play anything I get this msg. I have wrote to id@mostbet.com however as usual they are ignoring me. Mostbet asked me to deposit few times different way to be able to withdraw money, so now I can’t do anything because account is frozen.
Hello dziiizas,
Do I understand it correctly that all of your balance from the casino account has been withdrawn and there is no longer any remaining balance?
Unfortunately not, chat have asked me to do deposits in order to withdraw. However they withdraw method I actually never used so I don’t think it was necessary.
I got balance and I can’t play because my account is still frozen. I have emailed them with photos what msg I get but they as usually ignoring me.
Hello dziiizas,
If the casino recommended you to use a different payout method, the deposit is required in order to verify the payment and it is necessary in order to use it to withdraw.
That’s fine, my account is still frozen, I got some msg that they send it to the technical support - about the msg piping up on my screen about account being frozen. I got email about 10 days ago and that’s it. My account is still frozen and I can’t do anything. Whole situation since November.
Hello, Dear dziiizas!
We have received a reply from the technical department. Your account is not frozen. If the problem is still relevant, please clear the cache and try again. Such a notification in the "Casino" section should not pop up.
If the situation still happens again, please send us a screenshot of the error.
If the problem is resolved, please confirm this to close the complaint.
Have a nice day!
Best regards, Mostbet.
Hello yes they have repair it now. All sorted. Took over 3 months, I’m not impressed. But glad it’s sorted I’m sure it’s only because I have complained on guru
Dear dziiizas,
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,
Casino.Guru
