MostBet Casino - Igrač optužuje kazino za odložen proces verifikacije.

On the 23rd of November, 13.11.23, MostBet froze my account. Before this, I had deposited $100 and won $100. On the 14th of November, 14.11.23, I submitted the requested documents. On the 18th of November, 18.11.23, I successfully completed a Skype video conference. On the 22nd and 25th of November, I emailed id@mostbet.com to inquire about the result of my verification, but I did not receive a response. Later, I learned that the verification process can take up to 2 months. On the 18th of January, 18.01.24, I once again emailed and was told that the verification process can take longer than 2 months. Yesterday, I inquired again about the verification results, and received the same response. I believe that such a long duration is unrealistic, and the casino is deliberately delaying the verification process, tarnishing its reputation in the process!

13.11.23 мостбет заморозил мой аккаунт. До этого я сделал депозит 100$ и выиграл 100$. 14.11.23 я отправил запрошенные документы. 18.11.23 успешно прошел видеоконференцию Skype. 22.11, 25.11 я отправлял на почту id@mostbet.com запрос о результате проверки, но не получил ответ. Позже я узнал, что проверка может длится 2 месяца. 18.01.24 я снова написал письмо и получил ответ, что проверка может длиться дольше чем 2 месяца. Вчера я еще раз запросил результаты проверки, на что получил тот же самый ответ. Я считаю, что такой длительный срок нереален и казино сознательно затягивает проверку, хотя этим ухудшает свою репутацию!

Dear Cintrol,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with MostBet Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were have you been a player of the casino?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of bonuses? 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello! I registered around 11/12/2023 and topped up my account almost immediately. I didn't use any bonuses. I made 4 bets on sports for about $50, three won, one lost. I play slots for small amounts, but I didn’t have time at this casino, my account was frozen.

Здравствуйте! Я зарегистрировался примерно 12.11.2023, почти сразу пополнил счет. Я не использовал бонусы. Я сделал 4 ставки на спорт около 50$, три выиграли, одна проиграла. Я играю в слоты на небольшие суммы, но в этом казино не успел, аккаунт заморозили.

I am sorry but if your winnings consisted of mostly sports-betting winnings and your account has been blocked, we have to assume the issue is related to sports-betting and will have to reject this complaint as well.

I believe we recommended you websites that deal with sports-betting related complaints in the past. Please let me know if there are any other circumstances we haven't considered, otherwise we'll have to refer you to another service again.

I remember that your service does not deal with sports betting issues. And you have previously provided links to other sites. But I think that in my case we are talking about the KYC procedure, which took an incredibly long time. I sent the documents, passed video verification, but I cannot receive a response from the casino about the results of these procedures. I don't think my small bets were the reason for the delay. Rather, this is the standard practice of the mostbet casino for carrying out the KYC procedure and this is unacceptable

Я помню, что ваша служба не занимается вопросами ставок на спорт. И ранее вы предоставляли ссылки на другие сайты. Но считаю, что в моем случае речь идет о процедуре KYC, которая затянулась невероятно долго. Я отправил документы, прошел видеоверификацию, но не могу получить ответ казино о результатах этих процедур. Я не думаю, что мои маленькие ставки были причиной затягивания сроков. Скорее, это стандартная практика казино mostbet по проведению процедуры KYC и это неприемлемо

Hello, Dear Cintrol!

Thank you for your feedback. 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 (see Paragraph 2.9 of the Rules). We're doing our very best. Account verification is a multi-stage process and takes time.

We have received the information and would like to inform you that your game account has been unfrozen on 06.02.2024 as a result of verification. Please confirm that the complaint has been resolved.

Have a nice day!

Yours, Mostbet.

Good afternoon

Once again I thank Casino Guru for your help! I would also like to note how quickly the issue was resolved by Mostbet. The account has been unblocked, the funds have been withdrawn, the complaint can be closed.

Добрый день!

В очередной раз благодарю Casino Guru за помощь! Также отмечу оперативность решения вопроса со стороны Mostbet. Аккаунт разблокирован, средства вывел, жалобу можно закрывать.

Dear Cintrol,

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 and MostBet Casino for your cooperation.

Please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru