MostBet Casino - Player struggles with account verification for withdrawal.

Mostbet is making it impossible to verify my account. First my account got frozen so I couldn't use it anymore. I then tried to request for a withdrawal of my 4978.12 NOK balance, but the withdrawal options was locked, so I started verifying my account.

I sent them all the documents they asked for by email - no problem. Then I had to schedule a Skype video call. So I set a date and on the date in question I was ready for the call.

However when they call me they claim my microphone isn't working(!). This clearly seem like a stalling tactic, because I can assure you it's working fine. I tested it in the Skype options before and after the call - no problems at all. I then tried to call another person in my Skype contacts and guess what? They heard me perfectly fine!

I'd be happy to invite Casino Guru on the call to prove my microphone is working fine.

I wish I had read all these complaints about Mostbet before using them, it says the love making it hard for people to withdraw their winnings!

BTW: I didn't use any bonus at all!

Dear nor88,

Thank you very much for submitting your complaint. I am sorry to hear about your negative experience with MostBet Casino. I noticed from the screenshots you have provided that there was an interpreter present during your call. Did they hear you properly? Were you able to hear the casino representatives during the call?

Could you please let us know if you have scheduled another date and time for your verification call? Also, kindly confirm if all your identity documents have been approved by the casino.

We are committed to resolving your issue as quickly as possible, and we hope to hear back from you soon. Thank you for reaching out to us.

Best regards.

Veronika

Hi,

No, there was no interpreter. When agreeing to the Skype call I had the option to choose between English and Russian call. I obviously choose English.

They have one Skype account they are using to add me to a call with another Skype account belonging to them. It seems like this is the Skype they use for communicating, but they never turned on their camera or microphone to talk to me. They wrote on the chat that they couldn't hear me, but right after the call ended they always delete this chat immediately so I can't see any more information about the other Skype account they are using or so I can't contact this person back.

I wrote them back on email after this happened, but they have failed to respond so far. They have also not bothered to read my comment on Skype which I wrote after the "failed" call. So it seems like they're not very interested in resolving the matter.

It seems like they have approved all the documents, yes. Because only after I had sent everything they requested did they open up the option for scheduling the Skype call.

Please reach out to them and help me sort this out.

Thank you for your response. Has the casino scheduled another verification call with you? Please let me know if there have been any updates regarding your case and send us the screenshots of any relevant communication here.

Hello.

Yesterday I had a new video call scheduled, and everything went seemingly fine. I talked to their representative and answered all the questions they asked.

I was told to await a decision (of what I'm not sure?) by email. I still haven't gotten any email yet, but I'm eagerly awaiting it and will let you know what it says.

Have you received the results of your verification call yet? Please let me know so that we can proceed with the investigation of your case.

Hello. No, I have not receive any response at all.

Thank you very much, nor88, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you nor88 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask MostBet Casino for their help in resolving this complaint. We would like to know why is this verification process taking as long as it is and if we can do anything to help make it quicker.

Thank you!

Hello, Dear nor88 and Сasino Guru!

We are sorry that you have a negative impression of our service. Player's account is frozen for verification. Account verification is carried out in all betting companies as a measure to ensure the security of our clients' accounts. According to our rules, verification can take 60 days, and on rare occasions even longer. Account verification is a multi-stage process and takes time. Our specialists always try to make a decision as soon as possible. By registering in our service, the player agrees to these rules.

Once verification is complete, we will send you a notification to your email address.

Have a nice day!

Best regards, Mostbet.

Thank you for the update MostBet Casino representative.

Dear nor88, let us know when you have passed your verification. Thank you in advance!

Dear nor88,

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.

I haven't received any updates from Mostbet.

Dear nor88,

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.

I still haven't received any updates or payment from Mostbet.

Dear nor88,

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.

Hello Dear nor88 and Casino Guru!

Thank you for waiting! We have received the information and would like to inform you that the player's account was unfrozen on 29.01.2024 due to the results of the verification. Please confirm that the complaint has been resolved.

Have a nice day!

Best regards, Mostbet.

Hello Mostbet.

I am glad to hear that, but when trying to log in now I'm unable to do so. It says a verification code has been sent but I am not receiving anything.

How come? I was even able to log in previously while the account was frozen, but for some reason now I'm not able to.

Hello Dear nor88!

Thank you for telling us about the problem.

Your game account is linked to your contact email, please, request a confirmation code to the mail. Please, check your spam or junk mail folders. If the confirmation code does not arrive to your mail, please let us know.

Have a nice day!

Best regards, Mostbet.

Hello, Dear nor88!

Thank you for providing this information. We have sent the request for technical verification and it is still in process. This is a non-standard issue and unfortunately the verification may take some time. We do our best to help you. We will get back to you as soon as we receive a response. Thanks for the wait!

Have a nice day!

Best regards, Mostbet.

Hello, Dear nor88!

Thank you for waiting! We received a response to your request: "The problem with sending the confirmation e-mail has been resolved. The client needs to try again to request confirmation to log in to the account."

Please try to request the confirmation code again and let us know the result.

Best regards, Mostbet.

Hello,

It's still not working. I'm not receiving any confirmation code.

Hello, Dear nor88!

Thank you for the answer. Please, clarify exactly what code you are requesting in the email:

1) password recovery code

2) or do you get a "Suspicious Login Attempt" error when logging into your account and you don't receive a confirmation code?

If possible, send a screenshot of the error.

With this information, we can continue to work on resolving the issue.

Best regards, Mostbet.

Hello,

I always get the suspicious login attempt error. That's the one I'm not getting any confirmation code for.

I also used to get this suspicious login message before my account was frozen, but then I always received the code on my email without issues. So it's only after my account supposedly was unfrozen that I'm not getting the code.

Hello, Dear nor88!

Thank you for waiting! We do our best to solve your problem.

We received a response to your request: "Your application is under consideration. A link to reset your password will be sent to the email address linked to your account, you need to reset your account password and set a new one, then try to log in to your account again and let us know the result."

Please try to follow the instructions and let us know the result.

Best regards, Mostbet.

Hello.

This solved the login issue.

I was also able to withdraw my funds since the verification was completed, so this means this case is solved.

Thanks.

Dear nor88,

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.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate 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. 

Best regards,

Peter