MostBet Casino - Player struggles with phone verification process.

I've been sending emails and contacting customer support via chat for a month, but they completely ignore me. The issue is that I can't verify my mobile number. They're not sending me the confirmation code or responding to explain the problem. Without verifying my mobile number, I can't make withdrawals from my account.

Dear FifaGaro,

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

Dear,

phone number verification is a requirement requested by the betting company to proceed with the withdrawal. I am sending you the screenshot in the attachment.

I have no other pending steps in the verification process, nor has the betting company requested any additional documents from me.

Sincerely,

Thank you very much, FifaGaro, 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. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, FifaGaro,

I am sorry to hear about your problem. I will contact the casino and try my best to resolve the issue as soon as possible. However, before I do it, let's first start with easy questions that I could not find answers for above, and which could significantly help us to move forward too.

Do I understand correctly that a withdrawal request is not allowed after clicking on the "Order Payout" button, and instead, it asks you to set a phone number? The "Order Payout" button does not work, right?

Can you please take a screenshot of your "PERSONAL DETAILS" section with your phone number visible in the picture and post it here? (It will be marked as sensitive so hidden from the public, or feel free to send it to my email mentioned above)

Did you try to check your phone number there? If yes, do you have a complete and correct phone number there, with the correct country code? If everything is set up correctly, did you try to verify your phone number in that section ("PERSONAL DETAILS")? If there is an incorrect number, is it possible to change/update it?

I am sorry if you consider the above questions useless, but the provided information and screenshot do not prove that there is any phone number in your account. Therefore, I would like to clarify.

Dear FifaGaro,

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.

Dear FifaGaro,

Thank you for your email and screenshots.

"Dear,

In the meantime, they have verified my mobile phone number on their website. But it still doesn't work. When making a withdrawal, I need to enter the code that they say they will send to my mobile number, but they don't send it. I wrote them an email, but they didn't reply.

Attached is a screenshot of the withdrawal which cannot be confirmed because they are not sending the confirmation code.

Regards,

Luka"

Please, for future answers, post them directly in the thread to simplify the process.

According to the format of your email body, I can see you wrote it here, but you sent it via email, which does not make sense. All screenshots/sensitive data are hidden from the public.

As for the issue itself - it looks like your withdrawal is pending, and it awaits the casino's confirmation.

We usually recommend players wait at least 2 weeks after submitting a withdrawal before submitting a complaint. Therefore, let's stay patient and positive, and provide the casino with some time to review your withdrawal request, as well as your casino account activity.

In the meantime, we can ask the casino for clarification.

Dear MostBet Casino Team,

Could you please look into the user's issue, and/or provide us with an update on his pending withdrawal?

Is everything alright? How can he solve the situation with a non-received confirmation code?

Will the withdrawal be processed normally, or is there anything that needs to be done on the player's side to speed the process up?

Thank you in advance for providing the information.

Hello, Dear FifaGaro!

Thank you for the provided data. This is a non-standard situation, we're doing our best to help you, we are looking for an individual solution for you. Your phone number has been successfully linked to your game account.

Please, try again to withdraw your funds and let us know the result.

In the future, when withdrawing funds to the same details, the confirmation code will not be needed.

Best regards, Mostbet.

Thank you very much, MostBet Casino Team, for the update.

Dear FifaGaro,

Can you follow the casino representative's advice and attempt to re-request a withdrawal?

When it is done, please, inform us about any progress.

Dear Branislav,

I successfully withdrew 950 USDT from the betting site.

I would like to thank you for your efforts and assistance in resolving my issue.

What great news!

Thank you, FifaGaro, for confirmation and for using the Casino Guru complaint resolution centre. I am very glad your issue has been resolved. I will now mark your complaint accordingly 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.

Thank you, MostBet Casino Team, for your help and cooperation!

Best regards,

Branislav, Casino.guru